What Should I Look for in a Medical Records Retrieval Service?

21 May What Should I Look for in a Medical Records Retrieval Service?

In the legal and insurance worlds, who you partner with is just as important as how you operate. When you hire a third-party vendor or service, their work reflects on you. 

With that in mind, you have a responsibility—to both your organization and your clients—to choose the right partners.

Due diligence is especially crucial when it comes to medical record retrieval. Obtaining medical records is a complex, highly regulated task.

Now, you may be wondering: What should I look for in a medical records retrieval service?

The exact answer depends on your needs. However, the best record retrieval services share qualities like data accuracy, efficient turnaround times, and compliance expertise. Find out what else to look for, and what to avoid, in this guide.

What Defines a High-Quality Retrieval Service

No two record retrieval companies are the same. Some offer self-service portals; others provide one-on-one consulting. But three attributes separate the lesser services from the best ones:

• Accuracy – Medical record requests need to be 100% accurate. Every detail, from the patient’s name to the specifics of their injury, must be filled out correctly. Veteran retrieval services have a very low error rate, resulting in fewer time-consuming reworks.
• Speed – In high-paced fields like law and insurance, a faster turnaround can provide an enormous advantage. The sooner you can access medical records, the sooner you can strengthen your case or claim. High-quality retrieval companies can obtain records in a few days to a couple of weeks—far faster than the HIPAA-mandated turnaround of 30 days, though timing varies depending on provider responsiveness and complexity of the request. 
• Compliance – When sensitive personal health information (PHI) is involved, compliance is key. By working with a retrieval service that follows both federal regulations (HIPAA and HITECH) and state privacy laws, you can build trust with clients and avoid non-compliance penalties.

The Risks of Choosing the Wrong Partner

Medical record retrieval for lawyers and insurance professionals is strictly regulated. This means partnering with a low-quality vendor can bring about issues, like:

• Errors – Companies with minimal experience or unrealistic timelines are bound to make mistakes. Even a single error can cause a request to be rejected. Unnecessary errors create more work for admin teams and slow down the process.
• Delays – Mistakes aren’t the only factor that can hold up a retrieval request. Poor-performing companies also use outdated technology and lack a proactive follow-up policy, all of which can further delay access to records. Delays lead to missed deadlines and extended claims cycles.
• Compliance failures – If a retrieval service doesn’t prioritize security and privacy, they put you at risk of non-compliance penalties. The consequences of a HIPAA violation include professional suspensions, fines of up to $250,000, and jail time.

Due to these risks, choosing the wrong retrieval partner can reduce operational efficiency, erode client trust, and limit your organization’s earning potential.

Leveraging Technology for Better Service Delivery

The best medical records retrieval solutions offer accurate, compliant service with a quick turnaround. But how?

Leading retrieval partners exceed client expectations through technology that enhances visibility and control. The latest innovations in record retrieval include:

• Tracking dashboards – Some platforms now have self-service portals that allow attorneys and adjusters to view a request’s status. A dashboard removes the uncertainties around retrieval progress and enables more confident scheduling.
• Automation – Automated solutions reduce much of the manual, time-consuming work. With assistance from AI, retrieval companies can send proactive follow-ups at key times, organize files for delivery, and intelligently manage user access.
• Reporting tools – Once records are digitized and uploaded to a HIPAA-compliant library, they can be searched and annotated through OCR. From there, you can use data to gain deeper insights.

Avoiding Common Vendor Selection Mistakes

Even if a medical record retrieval service boasts the latest technology, it may not possess all the qualities you’re looking for in a partner. To ensure you hire the right vendor, avoid these common mistakes:

• Skipping the vetting process – Due diligence is necessary when choosing a service as important as medical record retrieval. Be sure to conduct interviews, book a demo, and read reviews from current clients.
• Overlooking compliance capabilities – Compliance is arguably the most vital aspect of record retrieval. Never assume that a company is following HIPAA and HITECH regulations; ask for policies and proof.
• Focusing only on cost – Remember that you usually get what you pay for. If you choose a partner based on cost alone, you may end up spending more on reworks and fines in the long run. Evaluate a company’s communication standards, client support philosophy, technology, and more.

Choose the Right Partner for Better Results

Selecting a trustworthy record retrieval service doesn’t have to be difficult. As long as you prioritize speed, accuracy, and compliance, you’ll have a partner that can handle all of your requests with ease.

If you’re ready to stop looking for the right medical record retrieval service, book a demo with American Retrieval. You’ll quickly discover our technology-first approach to streamlined, compliant retrieval.

With fast turnaround times and competitive rates, American Retrieval is the ultimate partner for any law firm or insurance company. Contact our team to learn more.

Sources: 

National Institutes of Health. Health Insurance Portability and Accountability Act (HIPAA) Compliance. https://www.ncbi.nlm.nih.gov/books/NBK500019/

The HIPAA Journal. What Happens if You Break HIPAA Rules? https://www.hipaajournal.com/what-happens-if-you-break-hipaa-rules/