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The Release of Information Workflow with ChartRequest

Information Technology
  • On average, for every ROI request an organization receives, it will receive six calls related to the request.
  • ChartRequest’s HIPAA-compliant software platform and dedicated customer success teams enable organizations to perform the release of information in a few core steps.
  • ChartRequest’s Customer Transition Team helps organizations set up their workflow to centralize the ROI process and supports them through every subsequent step.
  • With this solution, all PHI is transmitted and stored over a secure connection with 256-bit SSL encryption. 
  • In the DoubleQA quality assurance step, each authorization and processed medical record is reviewed a second time to ensure every request is valid and complete.

With the workflow tools and best practices leveraged by the ChartRequest software platform, streamlining becomes a reality. ChartRequest’s software platform empowers organizations to wrangle the release of information process into a few core steps. Let’s break that down for you.

In a typical ROI workflow, record requests come into your facility from all angles — walk-ins, faxes, phone calls, emails, and snail mail. Often, healthcare organizations spread the tasks among many staff and/or locations to spread the workload. 

This decentralized can-as-can-do mentality can work for some, but a few vacation days here , a new hire there and some misplaced subpoenas can toss a real monkey wrench into the process. Not to mention tie up your phones! 

On average, for every one medical request your organization receives, you’ll receive six phone calls related to this request. One call confirming receipt and five more requests for status. 

Stop. The. Madness.

At ChartRequest, we offer something different. Our technology, coupled with our dedicated customer success teams at our office in Atlanta, Georgia, adds multiple layers of support so our clients and client teams can focus on providing world-class service and the highest possible quality assurance. Our software platform was purpose-built for requestors and custodians to interact in a harmonious, streamlined fashion.

First, our Customer Transition Team will help you set up your workflow to centralize the request process. We provide online and offline workflow tools to help all of your requestors understand the new process.

Once the requestor signs up, we provide a request dashboard and divide their record requests into stages so they can keep track of their requests. Both requestors and custodians have to be organized to keep up with ROI requests – and our platform does this work automatically. 

Whether a request is in draft, pending, incomplete, QA, priced, ordered or completed state, the requestor and custodian can log in anytime to get a status update. And with your full-service offering, requestors know they can call us or get status updates directly from the platform. Our Customer Success Associates are trained to handle even the most difficult calls so you don’t have to.

Next, once a request is submitted, we’ll assign each request a unique tracking number and let requestors use their own tracking detail to further streamline the process. The data from the request is limited to only approved custodian users or ChartRequest staff and then reviewed for HIPAA and HITECH compliance, as well as local, state, and federal statutes. 

The protected health information is transmitted and stored over a secure connection with up to 256-bit SSL encryption. Our hosting provider undergoes regular audits, was purpose-built for healthcare IT software companies, and stays up-to-date on the latest requirements.

As you handle the other important tasks in office, requestors will submit requests for you to process — or ChartRequest staff can process the requests for your organization! Our unique process will help you streamline and ensure compliance for each request and empower your workflow: validating authorizations, reviewing health records for completeness, ensuring the right records are going to the right people, and performing a DoubleQA process.

Whether you elect to let your staff leverage our software or have ChartRequest Staff process requests, our unique and streamlined workflow ensures requests are processed lightning fast, with special attention paid to quality. With over a hundred combinations of data to screen, ChartRequest’s streamlined workflow empowers your staff and ours. 

The software’s impact on quality, turnaround time, and staff engagement are clear. We strive to continually build upon the platform to engage those on the front lines interacting with highly sensitive data every day. 

With that said, the best people make mistakes. So ChartRequest has a DoubleQA quality assurance step and reviews every authorization and processed record a second time to ensure every request is valid and complete before being released —  adding a few proverbial feathers to your pillow so you can sleep better at night!

Once records are ready, invoices are automated, requestors make payments online and records are delivered immediately. ChartRequest’s technology will uniquely encrypt each record delivery to ensure the integrity of the process. 

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