There are lots of reasons you might not be happy with your current medical record retrieval vendor. You may have chosen without comparing medical record retrieval services. The vendor may have changed management or ownership and its services suffered as a result. Maybe what was once stellar service has gradually dropped to the point where it is no longer acceptable. Whatever the reason, you don’t have to grit your teeth and bear it. With our white glove service, Records On Time makes it easy for you to switch from your current record retrieval company.
How Can a Smooth Transition Support Medical Record Retrieval Operations?
A rocky switch can create the same problems you’re trying to escape: stalled requests, missing records, and staff pulled away from casework to sort it all out. A smooth transition keeps your medical record retrieval operations running without interruption. Open requests stay accounted for, new requests go out on day one, and your team keeps working in the system they already use. Your cases keep moving, and your staff can stay focused on supporting your clients.
What Should Organizations Expect During a Medical Record Retrieval Transition?
With Records On Time, you can expect a guided, step-by-step process. We set up the integration with your case management system, help you identify open requests worth resubmitting, and train your legal team on the new workflow. You’ll have a dedicated representative from the start, and we’ll check in after the switch to make sure nothing was missed. Each step is covered in more detail below.
Why Does Secure HIPAA-Compliant Retrieval Matter When You Switch Vendors?
Security is the foundation of any vendor switch. Here’s how we protect your clients’ records throughout the transition and beyond.
How Do We Protect Your Clients’ Records?
When you switch vendors, you’re trusting a new company with your clients’ most sensitive information. We follow HIPAA-standard safeguards for protecting health information and monitor changing federal and state regulations, including state-by-state billing standards, so our medical record retrieval process stays compliant.
From small law firms with just a handful of cases to multi-state law firms with a high volume of cases, compliance with HIPAA and other federal or state legislation regarding medical records is non-negotiable. Keeping up with changing legislation, billing standards, and other local regulations just for your own state can be a huge task. When a case requires you to retrieve protected health information from another state, or multiple states, it can become even more complicated. We take that off your plate so you only have to worry about making sure your firm remains compliant once you receive the records.
How Do We Maintain Workflow Visibility and Continuity?
When you switch vendors, you need to know where every request stands. Workflow visibility means you can track the status of each request from the moment it’s submitted to the moment the records arrive. Because we integrate directly with your case management system, your team gets real-time status updates without logging into a separate portal, and case managers are notified by email as soon as records are delivered.
Continuity means your cases don’t stall while vendors change hands. New requests can go out right away, and any open request you’re concerned about can be resubmitted to us so nothing is left waiting on your previous vendor. Together, workflow visibility and continuity keep your documents moving and your case timelines on track throughout the transition.
What Happens to Your Open Requests?
Switching medical record retrieval vendors can feel overwhelming, especially if you have a high volume of open requests. Do you have to wait for your previous vendor to finish before you can move on? What if some of those requests have already stalled? How do you track down audit trails just to find out where each request stands? It’s easy to worry that something will fall through the cracks while two vendors have access to your records.
With Records On Time, you don’t have to wait on your previous vendor. If any open requests are stalled or taking too long, you can cancel them with your old vendor and resubmit them to us. We’ll work with you and your legal team to identify which requests are worth resubmitting, then retrieve the records ourselves. With electronic health records (EHR) available in as little as one day and an average turnaround of 1 to 21 days for traditional retrieval, you’ll have the records you need quickly. Real-time status updates in your case management system give you full visibility into where every record is in the process, so you keep workflow visibility and continuity throughout the transition.
Do You Have to Set Up the Integration Yourself?
We integrate directly with your case management system (CMS), so you can avoid the hassle of using an online portal. Our integration team knows exactly how to integrate with each of our CMS partners. They’ll work with your CMS manager or IT department to make the connection seamless. Once the setup is complete, there’s no separate portal to log into or keep secure when you’re using your CMS. You’ll submit requests through your CMS and get real-time status updates, so you always have visibility into where your records are. Records are delivered directly to your CMS’s document storage, and the case manager gets an email letting them know they’ve arrived. Your records stay protected from request to delivery.
We also offer both electronic health records (EHR) and traditional medical record retrieval solutions. With EHR available in just one day, often with no provider fees, and an average turnaround time of 1 to 21 days for traditional retrieval, you’ll get fast and efficient accessibility to records regardless of record type.
What Does White-Glove Transition Support Include?
White-glove transition support means you’re never handling the switch alone. From the first conversation to long after your last open request is resolved, we handle the heavy lifting so your team doesn’t have to. Our integration team connects us to your case management system, we help you sort out which open requests to resubmit, and we train your legal team on the new workflow.
Throughout the process, you’ll have a dedicated representative who knows your account, and we’ll check in after the switch to make sure nothing was missed. That’s what white-glove service looks like with Records On Time: a switch that feels less like a project and more like a handoff.
Who Do You Call If Something Goes Wrong?
White-glove transition support starts with a dedicated customer service representative, so you’ll always know who to reach out to if there’s an issue. Available by phone, email, or our ticketing service, they’ll be able to assist you with any problems, questions, or concerns that arise during the switch or at any time afterward. Whether you started working with us five minutes ago or five years ago, you will always have this single point of contact to give you quick and efficient assistance.
How Will Your Legal Team Learn the New System?
Once the integration is complete, we’ll train your legal teams to submit requests, track requests, submit tickets, and anything else they’ll need to do. We cover all the most frequently asked questions, and encourage your staff to ask any questions they have that we haven’t answered. Their dedicated customer service representative will remain available throughout your relationship with us to assist with any training or questions that arise in the future.
Training staff doesn’t take long, either. Because we take over 13 of the 16 steps involved in retrieving medical records, your staff can be trained quickly. This can relieve a significant amount of administrative burden and allow your staff to provide the legal support your client needs, instead of chasing down records.
What Happens After the Switch Is Complete?
White-glove service doesn’t end when the switch does. We’ll check in with you after the switch is complete to make sure nothing was missed and all your questions are answered. We’ll continue to be available to answer questions, take feedback, provide additional training, or deal with any issues that may arise. We understand that records retrieval outsourcing can feel risky, whether it’s the first time you’ve done it or you’re switching medical record retrieval companies for lawyers. That’s why we’ll check in to make sure everything is going smoothly and if it’s not, we’ll help get things back on track.
What About Billing?
You might expect that with this white glove service, we’d have expensive or complicated billing. We only charge $49.95 per request, and we provide itemized bills that break down the charges so you can see our fee and the provider fees easily. For your convenience, all billing details are also sent straight to your CMS and attached to the case. This makes it easy for your finance department to find everything they need to pass these costs off to the client.
Ready to Take the Leap?
If you’re ready to make the switch to Records On Time, contact us today to get the process started. If you still have questions or concerns, you can also contact us to book a demo and learn more about the process. The sooner you reach out, the more assistance we can give you and the more money you can save.
