Streamlining Medical Record Retrieval for a Healthcare Technology Company
Backlogs cleared
Continuity requests supported
≤5 days
Request TAT achieved
100% cross-skilling
Voice and non-voice operations
Real-time SOPs
Centralized process reference
Overview
The client is a leading healthcare technology company, supporting hospital clinical teams across the U.S. and partnering with facilities ranging from single departments to large hospital systems. Their flagship service, Connect Solution is widely used in specialties like oncology, cardiology, and radiology, allowing providers to access critical medical records, images, and pathology data for efficient patient referrals and improved continuity of care.
Operating multiple captive centers in India, the client maintains 24/7 service, ensuring rapid response times and scalable support.
Client Info
The client is a healthcare technology company supporting large-scale medical record retrieval across the U.S. healthcare ecosystem. Their platform is trusted by leading hospitals and helps connect patients, providers, and healthcare locations through timely access to medical records.
- 75%
Of top U.S. News & World Report Best Hospitals trust the client - 2.8M+
Patients helped - 7.5M+
Medical records delivered annually - 65K
Healthcare locations accessed monthly
Challenges & Solutions
The client faced delays in medical record retrieval, rising backlog volumes, inconsistent SOPs, limited voice support, and performance gaps across teams. AMI addressed these issues by improving staffing flexibility, ramping up trained resources, strengthening voice and non-voice coverage, centralizing SOPs, and creating a more controlled operating model for faster and more consistent request handling.
Challenges:
Increased TAT for medical record retrieval
Medical record retrieval turnaround time averaged 8 to 9 days, affecting continuity of care, new patient referrals, and timely access to historical medical data, images, and pathology materials.
Impact: Delayed records affected patient care quality, reduced satisfaction, and created operational inefficiencies across the client’s facilities.
Elevated backlog volume
Operational inefficiencies created a high volume of pending requests, which increased pressure on teams and delayed service delivery.
Impact: High backlog volumes strained resources, increased turnaround times, and limited the client’s ability to handle new requests efficiently.
Lack of multitasking ability
Teams in the U.S. and captive center struggled to manage multiple tasks due to process complexity and limited workflow standardization.
Impact: Productivity dropped, errors increased, and teams found it difficult to meet performance targets.
Limited voice capabilities
The client’s India-based captive center lacked sufficient voice capabilities for real-time communication and issue resolution.
Impact: Coordination, responsiveness, and problem resolution were affected, creating delays across operations.
Inconsistent performance metrics
The onshore team frequently changed performance metrics based on shifting objectives, which created confusion across teams.
Impact: Performance became harder to measure consistently, and quality standards were difficult to maintain.
Generic SOPs across teams
Generic SOPs did not address team-specific workflow needs, resulting in execution gaps and avoidable errors.
Impact: Process discrepancies increased and teams struggled to meet specific operational requirements.
Limited control in WFH operations
Remote work made it difficult to maintain oversight, coaching, productivity monitoring, and quality assurance.
Impact: Performance monitoring, productivity, and quality controls were harder to manage.
Solutions:
Staffing flexibility
AMI mapped staffing across U.S. time zones to support geographic workload allocation and improve coverage. Overtime support was also provided based on skill requirements to help maintain TAT and clear backlogs.
Comprehensive ramp-up plan
AMI created a ramp-up plan based on real-time volume projections from the onshore sales team. Resources were added for existing backlog clearance with the required skill sets and support roles.
Client-centric action plans
Team leads and staff coordinated with the onshore team daily and weekly to understand operational changes, set step-up targets, and optimize resource utilization while maintaining quality.
Targeted cross-skilling
AMI achieved 100% cross-skilling between voice and non-voice resources, allowing teams to support multiple queues without disrupting primary operations.
Review and calibration calls
AMI introduced additional check mechanisms and frequent calibration calls with onshore operations and quality teams to maintain performance consistency.
Team-specific SOP development
AMI trainers and team leads worked with onshore managers to create detailed, team-specific SOPs. These SOPs were shared with onshore and internal quality teams for audits and updated through regular review meetings.
Work-from-office operating model
AMI’s 100% work-from-office model improved monitoring, real-time coaching, feedback, productivity tracking, and quality control.
CLIENT BENEFITS
- Backlogs cleared
Helped the client clear pending requests and support new continuity-of-care volumes. - ≤5-day TAT achieved
Reduced request turnaround time to the desired target of five days or less. - 100% cross-skilling enabled
Scaled voice and non-voice operations under one roof with fully cross-skilled teams. - Real-time SOP updates
Centralized SOPs for quick reference across onshore and offshore counterparts.