Pro FAQ
Metabolic Code Pro Practitioner FAQ
We have two subscription levels. Our Pro subscription is for practitioners that can order labs through their practice. Our Standard Subscription is for our practitioners that are not able to add labs to the Metabolic Code® reports.
Both subscription levels received access to the following:
- Ability to run MC Questionnaires and reports using our proprietary algorithm and TRIAD system.
- Access to the website as a practitioner which opens up the professional supplement store and the resource library, as well as special Metabolic Medicine® training.
- Access to our all new Point of Care Platform
To learn more about subscription benefits and pricing CLICK HERE
Yes, the platform is 100% web based and can be accessed from any PC, Laptop or Mobile Device.
Please submit your cancellation request through the support form HERE. Metabolic Code® needs a 30 day notice of cancellation before your next billing cycle.
Before the end of your last billing cycle, you can export your patient data from the point of care platform as well as form the assessment tool.
After your final billing cycle has ended you will be set to a “Basic” free subscription level so you will still be able to order supplements both from the website store at metaboliccode.com, as well as from shop.metaboliccode.com.
The Pro Platform consists of three distinct web-based services: the website, the assessment tool, and the point of care platform. You will receive an invitation for each, asking you to create a password.
-Website, resources and pro supplements: metaboliccode.com
-Point of Care platform: metaboliccodepro.com
-Assessments & Labs: pro.metaboliccode.com
The invites will come from the following system emails, please check Spam or Junk email folders for:
- Assessment/Labs: no-reply@metaboliccode.com
- POC: system@metaboliccodepro.com
- Website: orders@metaboliccode.com
If you still cannot find the email invitations, please fill out the support form HERE.
Single sign on is not available at this time so please make note of your account details for each site.
At this time we do not offer single sign on. You will have to sign into the website, the assessment tool and the point of care platform separately. All three were initially set up using the email that we had on file for you. We recommend you bookmark the following URLS and save your passwords for each.
-Website, resources and pro supplements: metaboliccode.com
-Point of Care platform: metaboliccodepro.com
-Assessments & Labs: pro.metaboliccode.com
Yes, we have two on-boarding sessions available every week. Please visit the Pro Support page to find links and register for an onboarding session.
We encourage you to join multiple times if needed.
You don’t have to add a lab to an order, you can run a report just based on the lifestyle questionnaire. However, if you want to add labs to the report you have to select either the Silver, Gold, or Platinum package. The silver package is the bare minimum required in order to get a baseline.
Only labs ordered through pro.metaboliccode.com are integrated into the report at this time.
You must select at least the Silver panel in order to receive a comprehensive Metabolic Code® Report.
You can also add additional labs at the time you create the order. The system will tell you if you have any duplicates.
Here is a comprehensive list of all the labs currently integrated into the Metabolic Code® report. Most of these labs can be found in either the Silver, Gold, Platinum panels, but there are a handful that are ala-carte.
DOWNLOAD Lab List
Lab prices can fluctuate and lab panels may change. The current negotiated cash price is always what is listed in the panel details on the platform. To see the cash price select “no insurance.” The cash pricing is only guaranteed if paid at time of service.
Here is a snapshot of current cash pricing.
DOWNLOAD Panel Details & Pricing
NO. We do not bill insurance. It is up to you and the patient to call insurance and make sure it is covered under their current benefits.
- We do not accept payment for labs in the MC platform
- We do not bill patients’ insurance through the MC platform
- It is the client’s responsibility to check with their health insurance carrier
- Patients can provide insurance information through the platform which will be transmitted to the lab vendor along with the order. This doesn’t guarantee payment by insurance. Patient is responsible to determine if labs will be covered by insurance and will be responsible for any balance bill.
- If in doubt, our vendors offer substantial savings with their self-pay lab options.
- Billing is unique for each lab vendor
- Practitioners should contact each lab vendor to determine their billing and payment policies
First please check order details in pro.Metaboliccode.com under order details.
If lab results are not posted then either: the patient has not yet gone for the draw, the blood sample has not been processed, or the results have not yet been posted to our system.
For Quest details CLICK HERE
Check the results document that is supplied by the laboratory, look for footnotes why tests are not performed.
Please contact the lab vendor if certain tests/markers were omitted and not run by the laboratory.
Please CLICK HERE for more information on Quest
Quest has draw centers in every state except for NY & HI. For patients in these states you can still run a questionnaire only report.
Please contact Quest directly if you have further questions CLICK HERE.
As soon as the patient completes their questionnaire an initial report will be generated. Then as soon as the complete blood results post to our system another report will be generated.
If the patient doesn’t get their blood drawn in your office it’s important for then to go to a draw center as soon as possible as to not delay the final report. We recommend scheduling a follow up at least 4 weeks after the initial visit. A week before the appointment we recommend checking Pro to make sure they have completed their questionnaire and labs and that there have been no issues.
If you selected specialty labs this may affect the final report.
No. In-house draw time is selected when the order is placed and not when the actual sample is drawn.
This depends on the lab chosen for the order. Please contact the laboratory for more information.
Please reach out to your Quest rep with any questions for in-house supplies and draws. You can also look to their website for more information: https://www.questdiagnostics.com/home/physicians/testing-services/specialists/hospitals-lab-staff/specimen-handling/general/
No, unfortunately we cannot speak to patients on your behalf about their reports, supplements or patient care plans.
You will need to cancel this order right away before the client has a chance to take the requisition to the lab and get the draw.
Here are the steps to follow (if the draw hasn’t already been made):
- Cancel the order
- Edit the client gender
- Place the new order (you will only see panels for that gender)
Q: What if they already got the labs drawn with the wrong requisition?
A: Payment will need to be made for these labs and a new order will need to be placed which will also require payment. We can not refund labs that were already drawn. Once labs are drawn they cannot be canceled.
Q:What if they completed the questionnaire in this order, but not the labs
A:If the questionnaire was completed but labs have not been drawn yet please use the support form to reach out to us. We will need to cancel this order for you.
Additional Note: If gender is incorrect, the patient will receive the wrong questionnaire and the wrong lab requisition, so it’s very important to triple check gender and DOB before placing a lab order to avoid major issues.
See this knowledge base article: HERE
You will need to cancel this order right away before the client has a chance to take the requisition to the lab and get the draw.
Please refer to this knowledge base article: HERE
Additional tests cannot be added after the order has been placed. you will need to cancel and create a new order depending on the following scenarios:
- If the labs have already been drawn from this order you cannot cancel or refund. You will have to create a net new order and requisition. Payment will have to be made for the labs that were drawn as well as the new labs.
- If the labs have not yet been drawn on this order AND the questionnaire has not been completed you can still cancel the order and create a new order. Please make sure the client uses the new requisition when going to the draw center.
- If questionnaire has already been completed you cannot cancel an order yourself. Please use the support form to submit a ticket so we can cancel the order for you.
The first thing to check is whether the client has completed the questionnaire. There must be a completed questionnaire on the order in order for the report to be generated.
- You can import a previous questionnaire from another order
- You can resend the client the questionnaire link by going into the order and clicking on the “resend link” link.
No, we do not sell questionnaires directly through the website. If someone would like a Metabolic Code® Report they must register as a patient with a Metabolic Code practitioner.
The cost of the reports is up to each practitioner.
Yes, the assessment questionnaire can be ordered without labs. A report will be generated independent of lab panel data.
Yes. Previous Questionnaire answers can be “re-used” within a 60 day time period and a new order with labs created to provide a new, updated Report.
Option 1: In this case you would start a New Order for Questionnaire + Labs if there is a valid Questionnaire on file you will have the option to select it and “reuse previous questionnaire.”
Option 2: If the new order was already placed you can go to order details and choose to import the previously completed questionnaire
As soon as the patient completes their questionnaire an initial report will be generated by the system.
If you included labs in your order then as soon as the blood results post to our system another report will be generated.
If the patient doesn’t get their blood drawn in your office it’s important for then to go to a draw center as soon as possible as to not delay the final report. We recommend scheduling a follow up at least 4 weeks after the initial visit. A week before the appointment we recommend checking Pro to make sure they have completed their questionnaire and labs and that there have been no issues.
If you selected specialty labs this may affect the final report.
Here are some troubleshooting tips that you can talk your patient through:
Make sure you complete all required questions, if you miss a question and try to submit you will get an error.
We recommend using the Chrome browser for the best experience. Make sure browser is up to date.
Enter height in the follow format: If you are 5 feet 3 inches tall, enter 5.3
Enter weight in whole numbers (using LBS) : for example, if you weigh 135.5 pounds enter the value 136
Check your network connection if the questionnaire doesn’t seem to load
Make sure you scroll all the way down to the bottom to click Finish
After you have answered all the questions. The progress bar below will indicate 100% once you have answered all questions.
First, check to see if patient has already completed either the blood draw and/or the questionnaire.
(The draw center will check their DL and/or insurance card and may not draw blood if DOB doesn’t match)
If the questionnaire has been completed, DO NOT cancel the order because that questionnaire can be imported into a new order so the patient doesn’t have to retake the whole thing over again.
To make the DOB change – edit the patient record in pro.metaboliccode.com
Then create a new Lab+Questionnaire order and choose the option to reuse the previous questionnaire.
Gender determines which questionnaire they receive and how the results are calculated so it’s important that this information is correct.
Here are the steps to follow :
- Cancel the order
- Edit the client gender
- Place the new order
Q:What if they completed the questionnaire in this order already
A:If the questionnaire was completed please use the support form to submit a support ticket. We will need to cancel this order for you.
Labs in this order?
-If you have labs linked to this order please see lab FAQ section for more details.
Additional Note:
-If gender is incorrect, the patient will receive the wrong questionnaire and the wrong lab requisition, so it’s very important to triple check gender and DOB before placing a lab order.
Please check Spam or Junk email folders and search for an email from no-reply@metaboliccode.com. If you still cannot find the email invitation, please fill out the support form HERE.
NOTE: The Pro Platform consists of three distinct web-based services: the website, the assessment tool, and the point of care platform. You will recieve an invitation for each, asking you to create a password. Single sign on is not available at this time so please make note of your account details for each site.
Everything in the POC is HIPPA compliant including: tele-health, charting, billing.
Although you can edit charting notes, the system is still compliant because the system stores audit records of every change made to a charting note (include who, when, and what was changed), and can access the charting note at any point in time.
At this time the two systems are different. As you have been doing, download the patient report once it is ready and upload it to the documents section in the POC. You can create a folder specific to that patient. You can also upload documents into a patient’s care plan.
You have multiple options here:
- Add clients one by one by going to the client tab and clicking “Add Client”
- You can share your client invitation link in an email blast to your current clients
- You can export your client list from the assessment tool and upload it to the POC platform. You will need the following fields separated: First, Last, Email. Under the clients tab in the POC you will see option to upload client list.
Clients are not able to cancel a package they have purchased from you on their own, they will need to contact you, and you can cancel their membership in a package. This allows you to be fully aware of clients who wish to cancel services and to enforce any cancellation policies you have in place.
Your client will receive an email notification when they make a payment (or when you request payment) through the Metabolic Code platform. Additionally, they will be able to log into their client portal (from a web browser) and click on Billing > Payments to see their history of transactions.
If you refund a client within the POC platform, the refund will post on the client’s method of payment within 5-10 business days. Clients receive the full amount of the payment refunded, and you are not responsible for payment processing fees on refunded payments.
Yes, if you have multiple practitioners in your organization you can go to the organization tab and create a group appointment from there it will give you the option to add multiple practitioners there.
NO. The report recommends supplements based on clinical experience (link to quality commitment) You are not obligated to use the recommended supplements but we cannot guarantee patient results when using other brands.
Yes, once you sign up for pro you will have access to the both the shop and our new e-commerce store.
No, however we recommend a small inventory on site for in person visits
Please see the “product reference guide” for more information on supplements that are mapped to the report. CLICK HERE
Replenishment orders for you practice can be placed in either the Store or Shop
Please view the video called How to Use the Order Protocol on the MC Platform. CLICK HERE
Does it vary by supplement brand – margins vary (In shop)
Practitioners retain 100% the clinic generated retail sale revenue over and above the wholesale cost.
PHP?
Practitioners auto orders 15% of the margin above wholesale comes back to MC.
We are working on updating and compiling patient monographs, once available they will be posted to the Pro Resource Library HERE
SHOP:
Shop.metaboliccode.com
Both practitioners and patients can order directly from Shop
Are original supplement lines are available here: Designs for Health, OrthoMolecular, Compounded Nutrients, Kyolic, NuMedica
Store:
metaboliccode.com
This store features our NEW exclusive Metabolic Code supplement formulations and PHP products. Currently only practitioners can order from the Store
If you are interested in learning more see our “product reference guide” to get to know the new product lines HERE
-No auto order option on the store.
An easy answer would be to eat ONLY the foods listed in the diet plans. For maximum results, especially at the beginning of the diet, this is recommended. However, other foods not seen on our meal plans may work well in the diet as long as they fall under the categories of lean proteins, non-starchy vegetables, legumes, whole fruits, and healthy fats. For example, venison is not on the meal plans, but can be eaten as the animal protein at any meal, and black-eyed peas work are also fine as a bean substitution. There may be other non-starchy vegetables you like which can be eaten as well, jicama for example. The most important foods to avoid are high glycemic index starches (breads, cereals, crackers, pasta, potatoes, wraps, rolls, baked goods, oatmeal, granola, crusts, and pitas, etc.), sweets (candies, cookies, etc.) and sweetened drinks, like soft drinks*, as well as any food that might contain the allergens we eliminate in Phase 1: wheat, cow’s milk, soy, or peanuts. For example, while fish is allowed, you don’t want to eat a fried fish with breading. Also, while bleu cheese dressing might be your favorite and we allow other salad dressings on the diet, bleu cheese dressing contains cow’s milk and should not be consumed.
As medical professionals with years of combined study in integrative health and weight loss, we have found that the calories in/calories out approach to weight loss is often unsuccessful because there are many factors in your body that can influence that equation. While we developed our diets with an average of 1500 and 1800 daily calories in order to help you understand portions and give you a basic idea of caloric intake, ultimately, it is most important to learn what to eat. If you eat the right foods and avoid individual food allergens, our experience is that you can consume more calories and still achieve weight loss.
In the first two weeks (or for the duration of Phase 1 if you choose to do it for longer), you can weigh yourself as often as you wish. However, during Phase 2 food reintroductions, we recommend weighing yourself daily, as overnight weight fluctuations are a good way to measure tolerance or intolerance of certain foods. An overnight weight gain of 1-2 pounds may be caused from fluid retention due to inflammation which signals food intolerance.
Food sensitivities are potent sources of inflammation in the body, and therefore it is good to eliminate any food that could be a source of this type of inflammation. We did not eliminate eggs because other foods like wheat and cow’s milk are by far more problematic foods for the majority of people. That being said, if you have a known egg allergy, you should continue to avoid them while following the Metabolic Code Diet. Otherwise, if you would like to eliminate eggs simply because you would like to go further with your food eliminations and be thorough in discovering any food sensitivities, you can. Your Metabolic Code health coach can assign our MCD Egg Free Meal Plan for you.
*If you currently drink daily sweetened soft drinks or energy drinks, you will need to wean off them. See our Weaning Off
Caffeine pdf for more info.
An egg elimination should be considered if you:
• have a past history of multiple food allergies and/or have seasonal allergies.
• had a high score on the intestinal health section of your MCD questionnaire.
• have chronic sinus congestion, and/or heartburn.
• currently eat a lot of eggs (high exposure to foods increases our chance of becoming allergic or
sensitive to them).
• have tried wheat/cow’s milk dairy elimination or a very low carb diet before without results.
If you choose to eliminate eggs, you can use our protein shakes for breakfast and just eliminate any eggs you
may find in our other meals, like removing hard cooked eggs on a salad and choosing an egg-free mayo.
It is not recommended to start your program on a whey protein powder because it is a cow’s milk protein and some people react to it. We recommend starting with vegan protein powder and then treat whey
protein as an allergenic food reintroduction in Phase 2, as directed.
We recommend a whey protein trial so you know if you react to it. This could be important later for avoiding it as an ingredient in other foods, like protein bars. If tolerated, it can have some advantages:
- Whey is a very high biological value protein, and has a naturally sweet taste.
- Because it is highly absorbable and a good source of leucine, it helps support muscle building and muscle retention better than other sources of protein, like soy.
- Studies have found whey protein supports building of serotonin, so it could help support better mood and sleep, and reduced food cravings. This is a great advantage on lower carb diets.
If whey protein is tolerated, it could be rotated with vegan protein powders and used as part of a rotation diet (a strategy used to avoid becoming reactive to protein powder sources and other foods).
Remember, you will not get the benefits of whey protein if the immune system reacts to it. Immune reactivity occurs in the gut, which can not only break down gut linings themselves, but creates inflammatory chemistry in the body.
If you follow our food reintroduction process as guided in our diet portal, you will have eliminated wheat and cow’s milk dairy for about 2- 3 months, before reintroducing it in Phase 2. Occasionally, people will end up eating wheat or dairy before that due to a variety of circumstances. However, if you can at least avoid them for a minimum of 2 full weeks, that is typically long enough that if you do eat the food, you should be able to tell if it causes symptoms when you eat it. If the food does cause symptoms, you know that food has likely been causing a good deal of inflammation in your body. So, if you inadvertently eat wheat or cow’s milk dairy earlier than you should, make note of when you ate it and if you noticed any symptoms of reactivity, like runny nose after eating it, and then eliminate it again, until it is reintroduced in Phase 2.
Some people, may experience constipation on lower carb diets. Eating according to the MCD meal plans should help prevent that, because we use chia and flaxseeds in our protein shake recipes. Also, getting rid of food allergens can help reduce constipation and will result in great digestion long term. However, if you are following the diet and still experiencing constipation, here are strategies to try.
- Increase your water consumption.
- Add an additional 1-2 tablespoons of high fiber seeds such as ground flax or chia seeds to your protein shake in the morning.
- Add magnesium and probiotics, both of which can help alleviate constipation. (Magnesium helps relax the smooth muscles in the intestinal tract and probiotics may help by promoting more optimal transit time.) Work with your health practitioner, or wellness coach or advisor on dosages, but typically 1 – 2 probiotic capsules per day along with 400 to 500 mg magnesium will be a big help.
- Be sure you are avoiding wheat, cow’s milk dairy, starches, and sugar. Consuming potential food allergens can result in constipation in some people.
- Make sure to eat a plentiful volume of non-starchy vegetables such as broccoli, cauliflower, leafy greens, bell peppers, etc. The bulk (fiber) of vegetables will help with good stool formation.
- Within allotted fruit servings, choose ‘seedy’ fruits such as blackberries and raspberries, which have a higher fiber content (seeds = fiber).
- Make sure to eat the beans and legume servings allowed on the meal plans daily. Beans provide an average of 7–10 grams of fiber per half cup serving.
In our experience, artificial sweeteners may work against long-term weight maintenance and overall health. While we know many people that have used some saccharin, for example, and had no problems losing weight, it could cause problems for some people, so it is something to explore if weight isn’t coming off. However, this would be one of the last areas to explore. It would be less of an influence than eating sweets or allergens, for example. NutraSweet (aspartame) is probably the most problematic of the sweeteners, because it is thought to be an excitotoxin, which means it can affect brain cells. The most common side effect from it is headaches. When consumed in diet soft drinks, it seems to have an addictive quality. Splenda (sucralose) may also be a problem.
One of the biggest issues that has come to light is that artificial sweeteners, sucralose in particular, may kill off beneficial flora. Also, some studies suggest that artificial sweeteners can promote a hormonal response similar to real sugar and therefore lead to weight gain, while a recent study found they do not. However, artificial sweeteners may drive cravings for sweets and carbohydrates in some people, because they many times sweeter than plain sugar. Splenda is 600 times sweeter than sugar, for example. So, it’s thought that they can throw off taste receptors making healthy foods such as fruits and vegetables taste extra bitter. In addition, artificial sweeteners can cause side effects like headache or muscle pain in some people. While it was thought that artificial sweeteners just pass through the intestine and are not absorbed into the blood stream, a study of sucralose found that some of the sweetener does get absorbed /metabolized. So, you can see, there are plenty of reasons to try to remove artificial sweeteners from your diet as much as possible.
Stevia, or rebaudioside A, is a naturally sweet herb that is recommended in moderation if a sweetener is preferred. If you are currently consuming high amounts of artificial sweeteners, such as drinking multiple diet sodas daily, you should work to cut it down. If the drink is non-caffeinated, cut down by half, and then cut in half again every 3–4 days. For example, 2 sodas → 1 soda → . soda → . soda → off. This is to allow your taste for the natural sweetness in foods to return, and to remove any influence of the sweetener on your health and weight. If your drink is caffeinated, you will need to follow a slower weaning process to avoid headaches. See our Weaning Off Caffeine pdf for more details.
We recommend consuming organic foods as often as possible. Organic produce has not been sprayed with chemical pesticides and is not genetically modified (GMO). Organic meats are from animals that have been raised on pesticide-free foods and are not given growth hormones or antibiotics. Choosing organic foods lowers ingestion of chemicals which can cause metabolic disruptions that are bad for your health and can contribute to weight gain. By lowering your ingestion of chemicals on foods, it increases the body’s capacity to deal with other environmental toxins. In addition, some organic foods contain more antioxidants and vitamins and minerals when compared with conventional produce.
A great resource to help prioritize which produce items are the most important to buy organically is the Environmental Working Group’s “dirty dozen” list. Search www.ewg.org. Grapes, apples, strawberries, potatoes, bell peppers, celery, spinach, and leafy greens often make the list of the produce items most contaminated with pesticides. Aim to buy organic versions of these items as well as the highest quality protein (organic chicken, grass-fed beef, wild caught fish etc.) to reduce exposure to GMOs, pesticides, growth hormones, and antibiotics. We understand that it may not be realistic to eat a 100% organic diet. Do the best you can with your resources (shopping options and budget).
Sodium nitrite/nitrates are added to meat and fish to inhibit the growth of disease-causing microorganisms and toxins and to preserve the color and flavor of meats. It is ideal to avoid processed meats with the added preservative sodium nitrite and nitrate. These preservatives are found in lunch or deli meats, hot dogs, bacon, ham, sausage, and smoked fish. The concern with frequent consumption of processed meats containing nitrites/nitrates is their potential to convert into carcinogens called nitrosamines. Nitrates are now thought to be triggers for Alzheimer’s, diabetes, and Parkinson’s disease. Also, nitrates and nitrites can bond with hemoglobin, rendering it unable to carry oxygen.
The MCD uses some processed meats like deli turkey with the caveat to make them nitrate free at a minimum and to use organic versions if possible. Look for versions that do not contain nitrites/nitrates which may be advertised on the pack as “uncured,” “not preserved,” or “no nitrates or nitrites added.” If in doubt, look in the ingredient list where added nitrites/nitrates will be listed. Processed meats should be limited in the diet but may be included in moderation. For example, while you can control what you eat in your home, you may occasionally be eating out or in a work meeting where sandwiches are the only food available. We recommend removing the bread and eating the meat and vegetables only, and try to add extra vegetables and eat salad if possible. If a vending machine is available you could look for nuts or seeds to eat in addition, or if a piece of fruit is available, like an apple, so that you can get enough to eat from the foods you are allowed on your list of acceptable foods. This is also where it would come in handy to keep soup broth on hand, if possible, for example, in a work break room refrigerator.
- We do not accept returns unless prior approval has been obtained for special cases within 30 days of ordering.
- All products must be returned in re-sellable condition (no additional labels or writing on packaging).
- A 25% restocking fee will be applied to all returns. We do not issue call tags for products returned unless our office has made an error in the order.
- Our office must be notified prior to the return of any product.
To start a return request please visit our practitioner support page and fill out the the form, select “Supplement Support” as the reason. CLICK HERE
To check on order status please visit our practitioner support page and fill out the the form, select “Supplement Support” as the reason. CLICK HERE
Orders placed through this website (metaboliccode.com) are eligible for free shipping if they meet the following requirements:
- Any supplement order that totals $225 or more in PHP product before tax
For issues, or order status, related to supplement orders place through shop.metaboliccode.com please contact the supplement order line:
Phone: 877-445-9053
Email: supplements@onelogic.com
Returns for orders placed on shop.metaboliccode.com: click HERE to open an email; include the patient’s order number, name, and email address
- If you purchased supplements directly from your practitioner’s office, reach out to them directly for returns and questions around protocol, reorders and drug interactions.
- If you purchased product from shop.metaboliccode.com please email: supplements@onelogic.com
Please also visit our Practitioner Knowledge Base for more in depth step-by-step guides about how to use the assessment platform to order Metabolic Code® reports, as well as how to use the Point-of-Care Platform, Diet Programs, Packages and more!
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