✅ Is your HIM team feeling understaffed and/or overburdened with administrative tasks?
✅ Do medical record requests take weeks for your team to complete?
✅ Are you losing sleep over your practice’s backlog of record requests?
✅ Do you dread the next audit or unexpected request influx around the corner?
✅ Are your patients unhappy with long turnaround times?
If you said yes to even one of these questions (or all—we’re not judging!), then outsourcing release of information to a medical records management company might be the game-changer your team needs.
Between staffing shortages, a growing number of requests and navigating the regulatory space, it’s no wonder more HIM teams are looking to outsource their release of information process. But here’s the thing: making the decision to outsource is only the beginning. Choosing the right vendor is what will ensure a long, enduring partnership.
If you’re wondering where to start, you’re in the right place. We’ll walk you through the qualities that separate a good release of information partner from a great one.
What Do Medical Record Management Companies Do?
First, we need to establish what a release of information vendor does. Medical records management companies serve as an extension of your HIM team by supporting all areas of releasing medical records. Their primary job? Taking the burden off your shoulders to complete requests in a compliant, secure and timely manner.
The right release of information vendor is capable of handling requests from all requestors, including:
- Patient requests for copies of their own PHI
- Third-party requests from attorneys, insurance companies or other covered entities
- Continuity of care requests from other providers
- Audits for government agencies or private payers (HEDIS, RADV, MAC, RAC— you name it)
The right release of information partner helps reduce the administrative burden on you and your team while ensuring requestors get what they need, when they need it.
Efficient Processes and Workflows
It’s easy to treat processing medical records as a side task to be handed off to whoever has a free moment in between other HIM responsibilities. But without consistent training or a structured process, that approach can lead to delays and unintentional errors that open you up to compliance risks.
A good medical records management company transforms the chaos of loosely managed release of information into a reliable, compliant and streamlined process. They should have a clear workflow for every request and trained specialists to ensure accuracy. Look for a partner with:
- Certified staff trained specifically in release of information (or better yet, CRIS-certified!)
- A uniform process for handling requests, ensuring consistency for all request types
- Thorough review processes to reduce the likelihood of errors
- A laser-focus on accuracy and quality control
Compliance is Key
Staying on top of compliance can feel like a full-time job—and that’s because it is. Just when you feel like you’ve gotten the gist of the latest HIPAA final rule, there’s already a buzz about a new proposed rule, a CMS update or even a recent court case ruling changing standards across the board. But when you have good guidance, compliance concerns can be a thing of the past. The right vendor for you should be well-versed in the key release of information regulations, as well as stay up to date on any evolving legislation.
Need an easy-to-read overview covering the regulations that impact release of information the most? Visit our HIM compliance page.
Quality Control Matters
Each medical record request is as unique as the patient it’s for. And while many requests can be straightforward, even the simplest among them require many touchpoints and a keen eye for detail. Dealing with protected health information means you can never be too careful. That’s where quality control comes in.
A robust quality control process should include multiple checkpoints. Look for a partner who can clearly explain how requests are reviewed through several key points in the process—not just once! This should include an initial inspection by a trained specialist, automated scans to catch common errors or misfiles, a second manual review and, finally, an assurance check before the request is completed.
Don’t be afraid to dig into any potential vendor’s quality control process—having the right measures in place is crucial for the protection and safety of your patients’ health information.
Questions to Ask a Potential Partner
As you vet medical records management companies, here are a few questions you should consider asking to help ensure you and your potential partners are aligned:
- Do I still get visibility into my release of information process?
- How do you ensure quality control and regulatory compliance?
- How is your team trained? How often is their training maintained?
- What tools do you provide to track request status?
- What is your average turnaround time for fulfilling standard requests?
Finding Your Ideal Match
At the end of the day, your medical records management partner should feel like an extension of your team—responsive, reliable and ready to take the work off your team’s shoulders. The medical records management company will help you stay compliant, maintain fast turnaround times and make sure your process is streamlined and efficient.
Not all release of information vendors check these boxes, but some do.
Is release of information a priority for your team? Subscribe to the HealthMark blog so you don’t miss a thing!