Providers hold the key to successful
medical record retrieval.
This means that developing positive relationships and limiting abrasion must be a priority and a core competency for every record retrieval vendor.
Over the years, we’ve honed our processes and technology to deliver a 90% record retrieval rate. In some instances, we achieve 99%. Here’s how we do it:
Leverage technology focused on provider satisfaction
Our enterprise system cross references providers by identifiers, such as phone number, address, facility name, and provider name. This eliminates multiple requests and numerous calls to the same point of contact (POC).
Hire, train, and retain experienced staff
Our retrieval staff are Advantmed employees, not contractors or third parties, with at least two years of call center experience. All staff participate in extensive training, that includes call monitoring and shadowing. Compensation plans are designed to ensure high rates of both record retrieval and provider satisfaction.
Identify the right Point of Contact (POC)
We actively work to identify the appropriate POC for each provider, especially POCs for large provider organizations. For example, we carefully identify charts that roll up to a single POC for large providers to avoid sending multiple retrieval requests.
Employ a provider database system that includes isolated client-specific folders
This makes it impossible to confuse or combine client requests, call center outbound efforts, and MRT scanning work of multiple plans. This also ensures that the provider access portal only displays the records that are relevant to that client.
Require a two-stage quality check
Our data staging and importing process Identifies duplicates, shared records, shared EMRs (across multiple sites) and validates provider contact data. This process ensures that we are calling the correct provider for the correct information the first time around. Further, when calls are made, we speak directly with the employee in charge of handling medical records for that provider location (i.e., the POC).
Proactively identify provider issues
We train our outreach team to identify potential provider abrasion situations and report this to our provider management team. Advantmed subsequently quarantines such providers and assigns them to our specialized provider escalation team.
Manage complex providers appropriately
Our system has a sophisticated feature that identifies provider complexity and assigns specially trained call center staff to handle complex providers.