Data Entry | Quality Assurance | Contact Center Support
Release of Information Support
Release of Information Support
AM Infoweb specializes in aiding and assisting companies that provide Release of Information (ROI) services to providers/healthcare facilities from across the US. We know that Releasing PHI is a critical activity that comes with immense responsibility requiring expert human capital having deep process understanding. We help ROI companies to scale up instantly, deliver better results, and grow profits by increasing operational capacity and optimizing costs.
We manage three main phases of the Release of Information process for ROI companies. Data Entry, Quality Assurance (Page by Page QA), & Contact Center Support. And here is a short description of each phase.
Our team is efficiently managing ROI operations for multiple Release of Information companies for quite a while now. Do we need process training? NO! We learn your system's navigation, and our experienced ROI specialist team manages the rest.
We frequently hire & train new ROI specialists and keep them on the bench. This way, we can provide trained resources almost immediately for Data Entry, QA, or File Retrieval processes. So when the need arises, with this strategy, we can take over multiple accounts overnight.
Data Entry
Once the request is received, data entry into our clients system is the first and a very important step to initiate the ROI process. It basically requires to enter information from the request into our clients portal that is typically used for three main purposes.
Keeping the logs of each valid/invalid request.
Calculating & sending out invoices.
Releasing verified & accurate PHI.
In this process, the Data Entry resources thoroughly review each request and enter the necessary details into the respective fields of our clients system. At AM Infoweb, we hire experienced data entry professionals and train them on the standard ROI process requirements.
At AM Infoweb, we guarantee a 0% error rate. Our defined strategy to maintain & deliver a zero percent error rate is possible with a dedicated team of internal QA resources, who's daily job is to verify the information entered by data entry reps, do 100% quality check and immediately rectify any errors found on the very same day.
Examples of standard details to be entered:
Requestor Type: This field defines who the requestor is? Attorney, Insurance, Provider, DDS, or the Patient.
Delivery Method: This field defines how the requestor wants the PHI to be delivered, US postal, fax, email, pickup, etc.
Date range: The exact date range of requested records is entered in this field.
Requestor details: Name, address, contact details, etc.
Patient details: Patient name, address, contact details, etc.
Categories: This field defines the categories of PHI that has to be released such as billing, visit notes, radiology, diagnostic, films, etc.
Restrictions: There are a few patients who do not authorize to release psyche notes, drug history, or STD (sexually transmitted disease) information.
Quality Assurance is one of the most vital steps in the Release of Information process. Our internal QA team verifies the requests along with the released PHI to confirm whether the requested records are released appropriately within the requested scope, verify there are no duplicate or commingled records, ensure all the requirements of HIPAA are met. Once confirmed, the QA approves the final release and the PHI gets released immediately to the requesting parties.
Strategy:
Since this crucial step requires a skill set of reading & understanding medical records, someone who's equipped with medical knowledge can quickly deliver the most accurate results. And keeping this in mind, we only hire resources from medical background and provide them necessary training based on our client's requirements. These resources ensure full compliance and accuracy prior to the release of any PHI.
This is an inbound calls support model, where ROI companies hire requestor support specialists to further enhance their requestor experience. The resources answer calls from different requestors like law firms, insurance carriers, third party record retrieval companies, patients, etc, and handle various requestor queries from our office in India.
Queries such as:
Mode of submission
Records request
Payment queries
Status of requests
Mode of PHI delivery
Record amendments
Confirm request ID
Confirm address, fax, & emails
Verify receipt of requests
Assist in how to submit a request online or by fax
Return voicemails in a timely manner
Others
In terms of contact center support, we only hire professionals with minimum 2-3 years’ experience of a US based customer service process, who are then trained by our in-house trainer on the basic aspects of Release of Information.
We all know that NO Accountability in any business is a recipe for failure. AM Infoweb will be held accountable to provide mutually agreed productivity on a daily/weekly/monthly basis. We make sure your "Team India" achieves outstanding results and all targets of the set KPIs in place. We conduct weekly business review meetings to share progress reports and discuss upcoming changes in strategy with all our clients.
We all know that NO Accountability in any business is a recipe for failure... Read More
We all know that NO Accountability in any business is a recipe for failure. AM Infoweb will be held accountable to provide mutually agreed productivity on a daily/weekly/monthly basis. We make sure your "Team India" achieves outstanding results and all targets of the set KPIs in place. We conduct weekly business review meetings to share progress reports and discuss upcoming changes in strategy with all our clients.
2
Operational Fires
By partnering with us, ROI companies no longer have to worry about putting out day to day operational fires, as we maintain daily activities such as timely login/log out, breaks, attendance, etc and make sure resources are adhering to all the office policies while maintaining the required productivity standards.
By partnering with us, ROI companies no longer have to worry about putting... Read More
By partnering with us, ROI companies no longer have to worry about putting out day to day operational fires, as we maintain daily activities such as timely login/log out, breaks, attendance, etc and make sure resources are adhering to all the office policies while maintaining the required productivity standards.
3
Data Security & Compliance
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.
We remote desktop into your system by using the provided Username... Read More
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.
4
Reduce Cost & Boost Growth
When you partner up with AM Infoweb, your fixed overhead costs for things like talent acquisition, training, payroll, infrastructure, maintenance, unexpected attrition, are reduced by more than 50%. This cost-saving advantage can impact your business in a huge way. Our clients use these savings to reinvest in their business development efforts which in-turn helps them close more high-volume clients and achieve their ultimate business goals.
When you partner up with AM Infoweb, your fixed overhead costs for things... Read More
When you partner up with AM Infoweb, your fixed overhead costs for things like talent acquisition, training, payroll, infrastructure, maintenance, unexpected attrition, are reduced by more than 50%. This cost-saving advantage can impact your business in a huge way. Our clients use these savings to reinvest in their business development efforts which in-turn helps them close more high-volume clients and achieve their ultimate business goals.
5
Talent Acquisition Advantage
Hiring the right kind of talent plays a big role in the success of any organization. When trying to scale up ROI operations, talent acquisition is a huge cost to consider, but when working with AM Infoweb our clients spend zero dollars & don't have to deal with the burden of searching & hiring the right people for the job. Our team of excellent HR professionals does all the heavy lifting of screening applicants, putting them through extensive tests, conducting multiple interview rounds, maintaining scores, until concluding on the best of applicants, and finalizing the on-boarding formalities.
Hiring the right kind of talent plays a big role in the success of any organization... Read More
Hiring the right kind of talent plays a big role in the success of any organization. When trying to scale up ROI operations, talent acquisition is a huge cost to consider, but when working with AM Infoweb our clients spend zero dollars & don't have to deal with the burden of searching & hiring the right people for the job. Our team of excellent HR professionals does all the heavy lifting of screening applicants, putting them through extensive tests, conducting multiple interview rounds, maintaining scores, until concluding on the best of applicants, and finalizing the on-boarding formalities.
6
Offshore Time Difference Advantage
The non-voice resources you hire with us for Data Entry or Quality Control, work US night hours as its day time here in India, so any request received today typically gets entered the very same day. This way, our clients not only save time but also save even more costs as we use the same office infrastructure that is used by the real time working voice teams during the day in the US (nights in India). However, ROI companies can choose to pay a little extra and have the non-voice resources work during the day in the US.
The non-voice resources you hire with us for Data Entry or Quality Control, work US night hours... Read More
The non-voice resources you hire with us for Data Entry or Quality Control, work US night hours as its day time here in India, so any request received today typically gets entered the very same day. This way, our clients not only save time but also save even more costs as we use the same office infrastructure that is used by the real time working voice teams during the day in the US (nights in India). However, ROI companies can choose to pay a little extra and have the non-voice resources work during the day in the US.
How do you get started?
1
Understanding Your Needs - We schedule to speak in detail and understand your goals, challenges, and current operations.
2
Pilot Batch Planning - Depending on your volume & area of need, we decide on how many resources should we kick-off with.
3
IT Setup - We bring together our IT teams and set up a secure VPN channel & remote desktop that has minimal to zero latency.
4
Training - We schedule for someone from your onshore team to virtually train our in-house trainer, we call it the "Train the Trainer Program" along with the initial pilot group. All training is conducted remotely via virtual training platforms (Like GoToMeeting etc.)
5
On Job Training / Nesting - At this stage, the pilot batch is launched and the team starts working on the allocated accounts. It's time to observe the performance for the next few weeks.
We understand that offshoring your operations is a big business decision to make, especially when you've never tried this route before. To start with, let's schedule to speak and see how we may be of help to your business. Please feel free to email us at sales@aminfoweb.com or you can also call our team at 347-535-5777.
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.