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CEO Spotlight, Part 2: Steve Hynes describes how MRO will lead the way amid the changing health information marketplace

Last week, we featured part 1 of our discussion with MRO’s CEO Steve Hynes where he described how the company evolved since its founding in 2002. In part 2 of that discussion, Steve looks to the future to explain how MRO’s technology will continue to innovate in the increasingly complex world of health information management (HIM) and exchange (HIE), and how healthcare organizations will be able to continue to rely on MRO’s technology, service and expertise to ensure their Protected Health Information (PHI) is safeguarded.

Q: Why do you think MRO continues to lead the industry in regards to its technology and innovation?
We put a lot of focus and resources into our technology vision in terms of making PHI exchange in the electronic age more secure, efficient and compliant with HIPAA and state regulations. David Borden, our chief technology officer, has done an excellent job of being our visionary in terms of technology. As provider and requester IT needs evolve, it is important for MRO to evolve with them. While we are in the service business, technology is a critical tool for delivering quality service.

Q: What do you see as the most pressing challenges facing healthcare provider organizations in 2016 and beyond in regards to exchanging health information?
A few of the challenges include merging disparate systems from within healthcare organizations and maintaining patient privacy as certain types of disclosures become more automated via HIE and interoperability. Having privacy and security experts, such as MRO, in their corner is essential in facing these challenges. We will continue to evolve our service and technology offerings to help healthcare organizations meet these challenges.

Q: Do you have any examples?
Sure, in 2016, we are rolling out a suite of health information technology (HIT) integrations called MROeLink® to streamline ROI workflows and improve accuracy through automation of the process. Additionally, we are expanding the capabilities of IdentiScan®, our proprietary Quality Assurance (QA) application that identifies comingled patient records. Soon, it will assist in quality checking every page of released documentation, ensuring the highest levels of accuracy; we are also exploring additional use cases to leverage this technology for data integrity purposes outside of the release process.

Q: How will you measure success for MRO?
In many, many ways, but in the end I have two primary metrics: our client retention rate and our KLAS rating. I don’t mean to minimize other metrics, but if we get those right, which we have thus far, then we will be successful.

To learn more about Steve’s vision for MRO and health information exchange, please watch the video below.

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Digitization Complicates the ROI Process

For the Record
Digitization Complicates the ROI Process
With healthcare organizations becoming more electronic, the Association of Health Information Outsourcing Services (AHIOS) has revamped its concept of the ideal ROI process by adding 13 steps to the recommended formula. MRO’s Mariela Twiggs, MS, RHIA, CHP, FAHIMA, CDIA+ and other AHIOS members discuss the complexities that attribute to the 45-step ROI process.

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CEO Spotlight, Part 1: Steve Hynes discusses MRO’s steadfast adherence to innovation, compliance and client service

When MRO was founded in 2002, the healthcare industry was significantly different than it is today. Electronic medical records (EMRs) were in their infancy, and faxing and postal mail were the primary methods of compliantly exchanging Protected Health Information (PHI).

Fast-forward to 2016, and electronic PHI (ePHI) exchange is everywhere. While more efficient to manage, ePHI also raises new challenges and risks for healthcare provider organizations. With the start of the New Year, it is the ideal time to discuss the evolving state of PHI exchange with MRO’s co-founder and CEO, Steve Hynes, and how MRO will help clients rise to the challenges and mitigate those risks. In the first part of this discussion, Steve describes how MRO has evolved since its founding. In part two, Steve will describe what he sees for the future of MRO and the healthcare industry.

Q: How has your vision for MRO evolved since the company was founded in 2002?
When we founded MRO, our focus was on building a Release of Information (ROI) platform that would enable healthcare providers to process ROI in-house while partnering with MRO to provide Quality Assurance (QA), requester customer service and fulfillment, such as billing, collections and distribution. This is still what MRO offers as our ROI Shared Services model today. Since then, we have evolved our platform to be leveraged in fully-outsourced Staffed and Centralized Remote Services models that provide flexibility to meet client needs. We’ve also enhanced the platform to include new technology features that enable clients to exchange PHI at the highest accuracy and efficiency rates.

With a continued focus on innovation, technology and unparalleled service, MRO’s vision has expanded beyond ROI to address the many privacy and security compliance challenges healthcare organizations face in today’s age of information exchange and interoperability.

Q: What changes in the healthcare industry and/or MRO caused your vision to evolve?
EMR systems and health information exchange (HIE) have fundamentally changed the way healthcare organizations manage and share PHI. Health information management (HIM) and a myriad of other departments in a healthcare enterprise are accessing and exchanging ePHI with more requesters than ever before. There are several reasons behind the increased demand for medical records from patients and third-party requesters, such as the rising tide of payer audits that may require providers to share thousands of records at a time.

MRO was ahead of the curve in addressing these issues by enhancing our technology and expanding our service offerings so we could help organizations manage and share PHI more efficiently and productively, while improving HIPAA compliance in their exchange processes.

Q: What are some aspects of the vision that haven’t changed?
We set out to build the best PHI disclosure management platform in the industry and that remains an important component of our value proposition. In 2016 and the coming years, we will continue to enhance the platform with additional functionality and safeguards as ePHI exchange continues to expand across the industry. However, our vision will always include an unwavering focus on exceptional service quality.

Q: To what do you attribute MRO’s significant growth over the years, particularly in 2015 when the company was named to Inc. magazine’s 5000 fastest-growing companies?
We have built a client-first culture that cuts across our entire organization. This enables us to be responsive to client needs and drives a high client retention rate. You can’t grow if you don’t retain your clients! Our move in November 2015 to our new larger National Service Center near our former corporate offices demonstrates that commitment to our culture.

To learn more about how our National Service Center serves our clients, watch our facility video here.

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