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Does your record management team worry about delays during bulk upload requests?

Slow turnaround times can be frustrating and drain resources from your workforce. Switching to a reputable third-party solution is the best way to optimize your bulk upload requests and avoid costly delays.

Knowing which questions to ask your release of information (ROI) vendor can help you optimize your bulk upload requests, simplify routine audits, and more.

At ChartRequest, we have years of experience helping insurance professionals like you streamline the record retrieval process.

In this article, we listed the top 12 questions you should ask your EHR vendor before you commit to a bulk upload request record retrieval service. Review the following questions, then contact our #1 software and support team to save time and money on your day-to-day operations.

Can Your Program Handle Bulk Upload Requests?

First and foremost, you should ensure that your ROI vendor has the Health IT staffing and management capacity to handle bulk upload requests for payors. There is no sense in partnering with a vendor who cannot achieve desired results within your expected timeframe. 

Top-rated vendors can usually handle as many as 5,000 record requests from a single vendor within a 90-day deadline. You can find this information on their website or contact their sales or product team directly for specific bulk upload inquiries. 

Check customer reviews on Google or social media to confirm that your chosen vendor can indeed keep up with payor requests — instead of simply taking their word for it.

For instance, businesses like ChartRequest have an extensive network of healthcare providers and custodians they connect with for bulk upload requests. These seasoned veterans in the healthcare industry will have the experience and attention to detail needed to manage thousands of requests simultaneously. 

How Much Does Your Bulk Upload Service Cost?

When investing in a new business-enhancing solution, the question on everyone’s mind is: “How much will a bulk request upload solution cost?”

Every ROI vendor is different. Here are a few options they may offer when discussing pricing:

  • Flat-Rate Fees: Some ROI providers may charge you a standard fee for bulk requests. In this situation, a vendor may request a normal price for every document retrieved. Some vendors may also charge by individual page or provide unique pricing for a specific quantity of documents ($X for 1-500 pages / $Y for 501 – 2000 pages / $Z for 2000+ pages).
  • Subscription Fees: ROI vendors allow you to pay a monthly subscription fee for their services. This method may be cost-efficient for payors that conduct regular audits or need member health charts to confirm health plan pricing. Subscription fees vary from organization to organization — don’t hesitate to negotiate pricing with a sales representative before committing.

What Kind of Software or Hardware Do I Need To Use Your System?

It’s important to ask what software your selected EHR vendor uses to streamline bulk upload requests. The answer to this question may determine whether your company’s existing technology infrastructure is compatible. 

ROI vendors have access to many top-performing products. For example, ChartRequest uses RecordGateway for payors — a product that eliminates individual requests with bulk submission features and other intuitive request functionalities. 

As an insurance provider, spending hours of your day contacting each healthcare organization or custodian can distract you from other essential duties. Centralized software solutions from an ROI vendor can complete these tasks within just a few minutes.

Ask your ROI vendor which type of programs your computer will need to run or download for optimal results. Enlisting your company’s IT team to support the integration process may be wise.

Will My Insurance Team Need To Learn Any New Software?

Your payor organization may not have the time or resources to train employees on new bulk upload request software. Don’t worry—some ROI vendors will do all the work on your behalf.

For example, ChartRequest offers Self-Service and Full-Service options. Our Self-Service solution lets healthcare providers manage the record retrieval process with secure messaging, intuitive user management, and automated smart alerts on transfers. Conversely, our Full-Service option puts all the labor into the hands of our experienced record specialists.

Either way, healthcare providers can handle bulk upload requests more easily with ChartRequest, meaning faster fulfillment times.

Do You Manage Your System Onsite?

Some ROI vendors offer onsite support and maintenance. However, this practice does not necessarily make an ROI better or more efficient for payor operations. Vendors can follow an Application Service Provider model to deliver fast, high-quality service from an offsite location.

If your EHR vendor offers an offsite support service, ask them what method users can use to access the system (internet browser, smartphone, tablet, etc.). Many EHR vendors create mobile-friendly dashboard features for monitoring request approvals and bulk uploads.

What Data Input Methods Do You Use?

Users can input data to the electronic record through various channels. Here are some of the most common practices:

  • Manual Entry: Manually entering authorizations and submitting them is a traditional method for data input. EHR vendors usually deploy a mix of manual and automated entry for bulk upload requests. Those who strictly use manual entry methods may be slower than alternative services unless they employ hundreds or thousands of employees to complete this task.
  • Voice Recognition: ROI vendors may be able to streamline their process by entering data via voice recognition. However, this method requires an added layer of detail, as the technology may make mistakes that compromise data integrity.
  • Other: If your chosen ROI vendor does not use any of these methods — or deploys a different strategy — ensure that they explain it to you in detail. Some solutions may be more effective, so it’s worth asking which method suits your company’s unique operations.

How Does Your Organization Prioritize Patient Security During Bulk Upload Requests?

Every HIPAA-covered entity must comply with federal laws regarding privacy and security during bulk upload request fulfillment. Your insurance company should take the time to ensure that its selected ROI vendor follows suit.

Here are a few elements that demonstrate that an ROI provides quality data security for the release of information:

  • Encryption: Record encryption prevents hackers from intercepting and gaining access to sensitive information during data migrations. It uses strings of dynamic mathematical code only decipherable by those with proper authorization.
  • Two-Factor Authentication: Two-factor authentication is a password security measure that relies on two methods of entry. Some ROI vendors will ask for email verification or SMS authentication before a user can access records. Respectable software and support services will always provide this essential feature to prevent HIPAA security violations.
  • Enterprise Ready SAML: Security Assertion Markup Language (SAML) is a system designed to communicate user authentication to external applications and servers. In other words, only users authorized to view protected health information (PHI) from the ROI can access it.
  • Automated Alerts: Alerts verify users and the ROI vendor of any suspicious activity. Depending on the threat, security alerts may lock users out of the ROI and notify the administrator to review certain activities before confirming a transfer.
  • PHI Verification: Most medical records contain a trove of PHI. It’s vital that payors and patients have access to this information upon request. Fast verification ensures that the data is safe and arrives on time.
  • Adaptable Cybersecurity: A top-rated ROI vendor will prioritize flexible cybersecurity policies to stay current with the changing digital landscape. This practice significantly reduces the risk of ransomware attacks, hacks, and other forms of social engineering.

What Is Your Bulk Upload Turnaround Rate?

HIPAA Right of Access rules dictate that a vendor must respond to a record request within 30 days of the submission. Most ROI vendors will give you an estimated turnaround for bulk uploads. At ChartRequest, record requests take an average of three to five days, depending on the document load.

Remember that time is of the essence when it comes to insurance. You don’t want to partner with a company that fails to provide records within the preferred deadline. Additionally, vendors that wait too long to disclose information may be subject to expensive HIPAA penalties or legal settlements. 

While it can take individuals several hours to pull just a few documents from the ROI, a qualified vendor should be able to retrieve them within just minutes.

How Many Customers Do You Have?

It could be either a good or bad sign that an ROI vendor works with hundreds of healthcare professionals.

For instance, this quality may indicate that your vendor has an excellent reputation and continues growing based on their trusted services. In this case, you can feel confident that you will receive the records you need — when you need them. ChartRequest is a shining example of a quality record exchange service with hundreds of happy customers.

On the other hand, a small ROI vendor with too many customers may perform slower during your bulk upload requests. It’s not impolite to ask how business is doing and what struggles the vendor may be experiencing during your initial inquiry.

Can I Access a Patient Portal Through Your Software?

Accessibility is a significant concern for many payors seeking bulk upload records. That is why it is wise to partner with an ROI vendor that provides numerous communication and support channels. These services should also take the time to improve their user navigation and software for the most rewarding experience.

You won’t need to explore your options blind when it comes time to ask this critical question. Top-rated companies like ChartRequest will provide a comprehensive tech demo before you commit to a contract. Here are a few things you will observe during this consultation:

  • How the platform works so efficiently
  • How to access the platform
  • New features (based on customer feedback)
  • Trial requests and authorizations
  • And more

A product specialist will answer any questions you have throughout the process so you can feel good about your partnership. 

What Sets You Apart From Other Release of Information Vendors?

It’s tempting to assume that all ROI vendors are alike. Despite many of them providing similar services, you should always ask what sets them apart from the competition. This question allows you to listen and observe representatives to determine if they will be easy to work with during requests.

Here are some qualities of a best-in-class vendor:

  • Articulate responses to questions
  • Friendly and welcoming service
  • Professionalism during phone calls or Zoom meetings
  • Speedy response time to messages
  • Ability to personalize your experience to your unique needs
  • Problem-solving skills that show during troubleshooting
  • A willingness to go above and beyond for your service

HIPAA laws and regulations may prevent your ROI vendor from providing immediate solutions during every issue. Still, a quality service will guide you toward the correct resources and educate you to eliminate hassles during your workday.

What Are Your Support Hours?

Some ROI vendors only operate during normal business hours, while others may provide 24-hour customer support. Knowing this information is important so you can plan your operations around potential interruptions.

If your company needs an update on records at 10 P.M., you don’t have time to wait until the next morning for a response. Choose a solution that will not cause additional headaches when problems arise. 

ChartRequest Conclusion

At ChartRequest, we understand how frustrating the bulk upload request process can be for healthcare providers and insurance payors. That is why we dedicate ourselves to providing fast and reliable services year-round so you can focus on more critical tasks. Since 2012, we’ve improved the workflow of hundreds of clients and remain passionate about our constant advancement.

Are you ready to protect your HIPAA-covered organization from violations and accidental disclosures? We are ready to help! When you schedule a consultation with our product team, feel free to ask us any of the above questions and more.

Learn more about how ROI vendors operate and what to expect when switching to a full-service solution. Contact ChartRequest today to begin your journey!

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