Blog

Story By : AM Infoweb

Apr 06 2023

One of the well known 26yr old Medical Record Retrieval Company – headquartered in Texas, United States – performs records retrieval services and litigation support for Law firms and Insurance companies Nationwide. Using a traditional, in-house-based Medical Record Retrieval model, our client receives inbound record requests through their proprietary record retrieval software. Once the request received through this software in-house Record Coordinator would begin the process of retrieving the records as per standard process.

In early 2019, this Record Retrieval Company got engaged with AM Infoweb for Medical Records Review and Summarization. They had an excellent idea to provide Record Review/Summary as value-added services to their existing clients and create a differentiator between them and their competitors in the Record Retrieval industry.

After few months they realized AM Infoweb become their lifeline for Record Review Services and they started reaching out to new clients just for record review and that is how they found a unique sales stream for getting clients not only for review but for retrieval as well. 

Challenge

The company started growing and everything was going smoothly in terms of Record Review but they started facing several issues with their primary line of business Record Retrieval and the issue was Record Coordinators who considerably hampered productivity and also increased internal costs. 

The primary challenge was hiring good Record Coordinators who can handle a large number of requests. Unfortunately in their area, the overall availability of good dedicated resources was more limited and it consumed too much time, money and effort for their HR team to find the best suitable resources. But still results in terms of productivity, stability and attendance were really poor. This is the time when the Process Improvement Consultant of this company reached out to AM Infoweb asking for a solution to this problem." We want to move forward with using your company for record retrieval support as well"- Process Improvement consultant, said.

Solution

We worked out on certain details and discuss the workflow before we made the commitment. We ironed out the scope of work that we were supposed to follow and our IT team quickly managed to get access to a Record Retrieval Software client was using to track all requests and log progress/completion. Initial training was provided by the onshore trainer along with train the trainer program to train future agents.

We at AM Infoweb launched the pilot batch (Secondary Unit of Operations of our client) at our India based location with few trained resources and soon they started feeling confident in us and required another batch and this what they said: "After discussion

among our team, we have decided that we would like to add XX number of Record Coordinators at our India based team." - Coordinator said.

Benefits

They described AM Infoweb is SOC 2, ISO 27001 Certified and HIPAA compliant company so the question of privacy and security of PHI did not occur and secondly, AM Infoweb’s team offered a speedy response and excellent communication that helped us a lot in setting up things quickly. 

One of the important benefits is time zone coverage. We have clients nationwide so calling staff on divers timing is difficult with In-house onshore operations but now with the support of our second unit of operations with AM Infoweb we can easily manage resource allocation as per our volume and requirement anytime.

She said AM Infoweb’s is proficient in the Record Retrieval process so they would come in handy when it comes to building many strategies to generate optimum productivity. A classic example would be Copy services follow up calls. As per AM Infoweb’s suggestion, we decided to filter entire list of requests Copy service company-wise on a daily basis and allocate the same to a dedicated agent who can now take multiple status updates on a single call which is a great idea to save time and get better turn around in closing the request. 

Results

After deciding to collaborate with AM Infoweb, our client experienced a significant increase in turnaround time on request fulfillment, significant cost savings, and improved employee productivity. Utilizing our Record Coordinators the overall operations became much prompter when responding to record requests and our well-trained Record Coordinators made their life easy and they started achieving business goals.  

In addition to remarkably reducing costs on things like hiring, training, employee engagement activities and infrastructure, AM Infoweb was also able to efficiently improve agent productivity by as much as 50% overall.“With the use of AM Infoweb Medical Record Retrieval Support service, our company has been able to keep up the trust level with our clients and worked more efficiently,” Owner said. “Prior to AM Infoweb, hiring and maintaining Record Coordinators were the biggest challenge and it used to disturb everyone on the team. Now, with AM Infoweb, we only focus on our In-house onshore operations and Business Development.