Frequently Asked Questions


AM Infoweb caters only to Record Retrieval/ROI companies, these companies could have Insurance companies, Law firms, or Medical Providers as their clients. AM Infoweb has the experience in retrieving records on behalf of all the above domains.

We are HIPAA compliant and ISO-27001 certified which specifically deals in information security management, we have regular audits taking place to see if we are meeting compliance. We are SOC 2 Type II certified. On-premises we follow a No Phone and No Paper policy and strict biometric login entry to ensure the physical aspect of security, also 24/7 CCTV is monitored throughout our operations floor, our work environment is highly secure, all work systems have the USB slot disabled so no data can be transmitted into any storage devices.

Yes, we do. We have a commercial general liability on an “occurrence basis” with a limit of not less than One Million Dollars ($1,000,000) & also, cyber liability insurance on an “occurrence basis” with a limit of not less than One Million Dollars ($1,000,000).

Medical Record Retrieval firms partner with AM Infoweb to have a secondary operations unit, where we provide trained resources with experience in Records Retrieval. They act as an extended arm of our client’s onshore team. The resources are on AM Infoweb’s payroll, we provide them with Infrastructure and the facilities, but they work on behalf of retrieval companies we partner with. Having an offshore unit also helps save huge operational costs which can be re-invested in business development or could be passed on as benefit to your existing & new customers.

AM Infoweb operations are located at our headquarters in Pune India, with a satellite office in New York, as AM Global Group, LLC.

We perform all stages of Retrieval Operations listed below, including editing documents, sending out emails/faxes to facilities.
• Order Entry.
• Creating & Sending Out Serves/Packets.
• Making Research Calls/Google Search.
• Raising Initial Requests.
• Making First Calls.
• Making Follow-up Calls.
• Paying Custodian Fees.
• Receiving Digital Records/Production.
• Organizing/Sorting Records.

Apart from Medical records, AM Infoweb Retrieval specialists are experienced in retrieving Billing records, Employment records, Educational records, Criminal Records and any other form of records.

AM Infoweb strongly believes in ethics and gives client privacy utmost priority. Each client’s team is allocated separate working space with glass partitions separating their teams from the rest of the floor. Measures are taken to Restrict access of the resources from sensitive information.

Step 1. Pilot batch planning: Depending on your volume and the requirement, we’d mutually decide on a number of resources that should be allocated to your company.
Step 2. We get our IT teams together and we remote desktop into your system by using the provided Username-Password to log-in and begin working remotely (via a secure point-to-point VPN connection). This way the data stays in the US and everything is HIPAA and SOC 2 compliant.
Step 3. Training: Workflow training as per client’s software and existing process. The Pilot group is trained by the onshore trainer remotely via Virtual Training Platforms (Like GoToMeeting, Etc.), which also acts as a Train The Trainer Program, post which all future trainings are done internally by the designated AMi Trainer.
Step 4. Operations Knowledge Transfer: Understand the KPI's. Every client follows a unique strategy to produce better outcomes. Some clients concentrate on minimum ‘X’ number of closure percentage every month and some focus on touching every request as frequently as possible to get better rotation. At this stage, our ops team would understand the strategy and set up KPI's for the India team accordingly.
Step 5. On Job Training / Nesting: At this stage, the pilot batch is launched, and team India starts working on your orders. It is now time to observe their performance for the next few weeks.
Step 6. Pilot Evaluation: At this stage, a thorough evaluation of the Pilot is done based on our productivity and overall performance. The client would then proceed with signing a long-term agreement and adding more team members as in when required.

We work on a monthly retainer model and charge a fixed fee per employee per month. To inquire about more details, please reach out to our sales team at 347-535-3108.

Our main value addition is Trained Record Retrieval Professionals and Turnkey infrastructure. Since we work with multiple record retrieval companies we are familiar with most of the challenges that our partners generally face.
There is one specific challenge where we add the most value is when our client wins an RFP. As we all know once a Retrieval firm onboards an Insurance firm, a large Law firm or any other similar high volume client, the workload increases drastically which in turn is difficult for the onshore teams to cope up with overnight. In this case, AM Infoweb’s strategy of having trained professionals on the bench comes in handy as they can pick up the additional volume and can ease the clients workflow.

This completely depends on various aspects like client type, records type, domain type etc., but usually, our goal is to get 80% of the request closed within 30 days’ time.

AM Infoweb can handle payments to the medical facilities or the custodians in a few different ways:
A. Through a payment module which is usually built into client’s retrieval software, which generates a one-time use credit card that is automatically discarded after the custodian payment is made.
B. The client can provide their credit card access to the assigned Team Lead (at AM Infoweb) to process the payment. We reconcile all the payments and share with you a detailed statement on a weekly basis, or it can be done on a daily basis as well.
C. The client can provide a monthly advance payment to AM Infoweb for maybe 2 to 5 thousand dollars initially, and we would process the payment on behalf of the client to the custodians. And yes, we share the detailed statement on a daily or weekly basis. When we come closer to emptying your advance with us, we raise an invoice for another round of advance payment to AM Infoweb.

The resources follow US time zones, based on the client’s preference and on-shore location, the resources work in EST, CST or PST hours. The resources also follow the same calendar followed by the on-shore team and also take public holidays according to it.

No, AM Infoweb does not provide their own retrieval software. Usually AM Infoweb’s clients provide access to their Retrieval software which could be a third party software or their own proprietary software. If a client does not have a retrieval software, in that case AM Infoweb would utilize MR8.

AM Infoweb provides support for Release of Information (ROI) with experienced resources for Data entry, Indexing/ E-filing and the Quality check processes on a retainer model.
AM Infoweb also provides support with Medical Records Review & Summarization , Records Sorting through AM Infoweb’s proprietary sorting software to sort records chronologically, bookmarking and hyperlinking. AM Infoweb has a staff of Doctors, Medical nurses and resources from various Medical backgrounds who have the necessary qualification and experience to understand medical terminologies, sort chronologically, spot patterns, verify inconsistencies and summarise the medical records. We specialize in Medical Records Review for Personal Injury, Workers Compensation, Medical Malpractice, Mass Torts, Social Security Disability, Class Action Lawsuits etc.



We offer medical records review and summarization services along with value-added assistance like medical records sorting, hyperlinking, bookmarking, and OCR'ing the medical records as well (OCR - Optical Character Recognition).

We provide world-class medical record review and summarization services and help you in dramatically cutting down your operational costs and concentrate on the more important tasks that lead to faster growth of your business. We provide these services in the most cost-effective, secure, technology-driven, and ethical manner while maintaining minimum turnaround time.

AM Infoweb’s operations are located at our headquarters in Pune India, with a satellite office in New York, US as AM Global Group, LLC.

Comprehensive Summaries- Gives you an in-depth view of the relevant information by extensively reviewing the patient's medical records.
Medical Chronology Summary & Timelines- A detailed timeline of medical events captured by reading and reviewing extensive medical records to find relevant information.
Narrative Medical summary– Summary that captures and highlights key medical events in a narrative format for relevant periods of care.
Preferred summary format - As some clients are more comfortable evaluating the medical reports in their format, we can adapt to the format our clients currently use, this allows them to navigate through the summary and find relevant information in the way they are used to.

We specialize in Medical Records Review for Personal Injury, Workers Compensation, Medical Malpractice, Mass Tort, Social Security Disability, Class Action Lawsuits, Etc.

While the industry standard is 7 working days, we always try to cut short on the turn-around while maintaining quality where we deliver smaller files within 2-3 days and decently large files within 5 working days, having said that, the TAT also depends on the size of the file and status of our resource allocation projections. Once we receive files the TAT is communicated within 24 hours, we understand that the industry calls for quick TAT's and we try our best to turn them around as soon as possible.

Yes, we do accept rush requests and charge a Lil over our standard fees for these types of requests.

We are HIPAA compliant and ISO-27001 certified which specifically deals in information security management, we have regular audits taking place to see if we are meeting compliance. We are in the process SOC 2 Type II certification. The SOC 2 Type II certification is scheduled to be completed in Q2-2020. On-premises we follow a No Phone and No Paper policy and strict biometric login entry to ensure the physical aspect of security, also 24/7 CCTV is monitored throughout our operations floor, our work environment is highly secure, all work systems have the USB slot disabled so no data can be transmitted into any storage devices.

We have a team of seasoned medical reviewers on-board such as Doctors, Nurses, Bachelors in Pharmaceuticals and more, our team has the necessary qualification and background to understand medical terminology, sort chronologically, spot patterns, verify inconsistencies, etc. Our medical team has years of experience in reviewing and summarizing medical records for clients based in the US.

Sorting - We do Medical Records Sorting by Date (forward or reverse), Location and Type of records. We also do duplicate & non-relevant/admin records removal/separation. We speed up the sorting process with the help of our proprietary software that enables automatic records sorting which eventually cuts down on the overall turnaround time as well. If you'd prefer we can set-up to give you an online demo of our sorting software at your convenience.
Hyperlinking - Hyperlinking allows instant navigation from case summaries to the corresponding source of medical records.
Bookmarking - Bookmarks serve as a clickable table of contents in a particular PDF, making it easier to access specific pages. Bookmarks can be customized based on your specific needs.
OCR - All our final reports go through this process to make editing and copying of content easier for your case evaluation.

In terms of data transfer, we have our own AES encrypted file transfer portal (called Secure File Transfer) hosted on HIPAA compliant servers which is highly secure and proprietary, we use this portal to receive & send medical records to all our clients.

Yes, our policy is to delete all medical records after 30 days if you wish for them to be deleted after we complete a review, we can incorporate this setting into our system as well.

Absolutely, please feel free to contact our sales team today to know more and get copies of our previously reviewed records in different sample formats.

We understand quality is a very important aspect of the entire review process, hence every file we review goes through a strict two bucket quality check. Our multi-level quality processes guarantee flawless summaries and to best prove this statement, we'd recommend you to test us out with our free trial offering, contact our sales team today to know more.

The cost structure is based on a per-page and a monthly retainer business model, please contact our sales rep who will be happy to provide further details.



We are HIPAA compliant and ISO-27001 certified which specifically deals in information security management, we have regular audits taking place to see if we are meeting compliance. We are SOC 2 Type II certified. On-premises we follow a No Phone and No Paper policy and strict biometric login entry to ensure the physical aspect of security, also 24/7 CCTV is monitored throughout our operations floor, our work environment is highly secure, all work systems have the USB slot disabled so no data can be transmitted into any storage devices.

Yes, we do. We have a commercial general liability on an “occurrence basis” with a limit of not less than One Million Dollars ($1,000,000) & also, cyber liability insurance on an “occurrence basis” with a limit of not less than One Million Dollars ($1,000,000).

Release of Information firms team up with AM Infoweb to have an offshore operations unit, where AM Infoweb provide clients with trained professionals with experience in reading and understanding medical records and release of information. They act as an extended arm of clients onshore team. The resources are on AM Infoweb’s payroll, AM Infoweb provides them with Infrastructure and the facilities but they work on behalf of AM Infoweb’s clients. The resources are well versed in conducting all the aspects of Release of Information. The resources are tracked with strict KPI’s in place and Quality parameters to ensure a high level of productivity. Having an offshore unit helps save a huge amount of money every year which can be re-invested in business development or passed on as benefit to our clients customers.

AM Infoweb’s operations are located at our headquarters in Pune India, with a satellite office in New York, US as AM Global Group, LLC.

AM Infoweb specializes in the entire ambit of "ROI" Operations. Whether it be Data-entry, E-filing/Indexing, Quality Control, or ROI Customer Support processes, Record Extraction by accessing providers EMR via Remote Desktop/VPN or using our clients (ROI companies) integrated platform. We have excelled in every aspect of it. We are a niche outsourcing company with a concentrated focus on this domain. We don’t believe in Vanilla Outsourcing and firmly believe that our experience and Domain expertise is our USP. We exclusively support Release of Information Organizations.

AM Infoweb strongly believes in ethics and gives client privacy utmost priority. Each client’s team is allocated separate working bays with glass partitions separating their teams from the rest of the floor. Measures are taken to Restrict access of the resources from sensitive information.

Step 1. Pilot batch planning: Depending on the requirement, we would select trained ROI resources and allocate them to our new client.
(We hire resources with a minimum of 2-3 years' experience in US-based customer service process, who are then trained by our in-house trainer on the basic aspects of Release of Information and put on our Bench Resource Pool, so when there is a requisition from any new client or our existing clients, we utilize the trained resources from our Bench Resource Pool, as this saves a lot of time and cost for us and our clients).
Step 2. IT Setup: We understand the IT infrastructure and get access to the clients system via a secure VPN channel and remote desktop.
Step 3. Training: Workflow training is conducted as per the client's existing process. The pilot batch is usually trained by the onshore trainer remotely via virtual training platforms (Like GoToMeeting), which also acts as a Train The Trainer Program, post which all future training is done internally by the designated Trainer.
Step 4. Operations Knowledge Transfer: Understanding KPI's, every client follows a unique strategy to produce better results. At this stage, our ops team would understand the strategy and accordingly set up KPI's for the India team.
Step 5. On Job Training / Nesting: At this stage, the pilot batch is launched and the team begins performing quality control / data entry / inbound calls. And now it's time to observe the performance for the next few weeks.
Step 6. Evaluation: At this stage, a thorough evaluation of the Pilot is done based on our productivity and overall performance. The client would then proceed with signing a long term agreement and adding more team members when required.

The cost structure is based on a retainer model per resource per month. Please reach out to our sales representative who will be happy to provide further details.

Our main value addition is Trained Medical professionals in ROI and Turnkey infrastructure. Since we work with multiple ROI companies we are familiar with most of the challenges that our partners generally face. There is one specific challenge where we add the most value is when our client wins an RFP. As we all know once a ROI firm onboards a large provider or any other similar high volume client, the workload increases drastically which in turn is difficult for the onshore teams to cope up with overnight. In this case, AM Infoweb’s strategy of having trained professionals on the bench comes in handy as they can pick up the additional volume and can ease the clients workflow.

Generally, for the non-voice resources, most of our clients prefer for them to work during the nights in the US as its day time here in India, this enables them to save time and reduce the turnaround for their non-voice projects. In terms of voice, these resources work in tandem with the onshore team, hence they work during the day in the US, and follow US time zones, based on the clients’ preference and on-shore location, they login in EST, CST, MST or PST hours. The resources also follow the same calendar followed by the on-shore team and also take public holidays according to the US calendar.



ABOUT US

AM Infoweb is an ISO/IEC 27001:2013 certified multi-domain outsourcing service provider. We are a leading Health Information Management Outsourcing company providing integrated end-to-end outsourcing. By incorporating validated strategies to help resolve the ever-changing complexities of today, we can be a critical partner for companies that work for Insurance providers and carriers, companies that work for Healthcare facilities, companies that work for Law firms and Attorneys. Our in-depth experience in the healthcare and legal domain, combined with comprehensive systems and innovative workflow technologies and strong ethics makes us the perfect Health Information Management Outsourcing partner.

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CONTACT US

+1 (347) 535-5777

United States
India