In September 2018, KLAS published the performance report “Release of Information 2018: Who Delivers Most Consistently Across Customers?” With a track record of being the KLAS “Category Leader” for ROI, as designated in 2013-2018 “Best in KLAS” reports, we were eager to dig into the latest research to see if MRO had again received the highest performance ratings.

We were not disappointed. I’m pleased to report that KLAS named MRO the overall highest performing ROI services vendor, outperforming the two other vendors included in the report. Only three ROI service providers had statistically adequate client bases to be included.

Key Findings: 2018 Release of Information KLAS Report

Key findings centered on MRO’s ROI services are:

• On a 100-point scale, MRO’s reported overall performance score is 90.4.
• MRO’s performance ratings for overall satisfaction, quality of service staff and turnaround time are rated highest among the vendors.
• MRO is noted as the consistent high performer and well-rounded firm with good communication, good employees and strong delivery of ROI services.
• 95 percent of MRO’s clients say they would hire the company again, a percentage much higher than the other vendors.
• MRO has the proven scalability to meet large client needs and implementations.

As I read through the report, it was apparent that quality is a key theme related to MRO’s services. Our “top notch employees and outstanding customer service” are highlighted, and KLAS’s research finds that MRO clients appreciate the responsiveness of our customer service, especially the ease of speaking with someone when needed.

Reflecting a bit, I felt the emphasis on high-quality service within this report echoed findings in the last KLAS report to feature a deep dive into ROI: “HIM Services Performance 2015: Coding, Transcription, Release of Information.” In the 2015 report, MRO was recognized for the best overall performance, highest quality and fastest turnaround times.

Since the 2015 HIM report was released, MRO has grown to be one of the largest ROI vendors, serving more than 7,500 locations nationwide. It is rewarding to see that our clients continue to recognize our work as the highest quality service in the industry as we continue to expand.

That brings me to another topic. Scalability. MRO’s ability to scale to provide quality ROI services to both large and small clients is also noted in the 2018 report. One surveyed HIM director said, “We don’t see any issues with MRO being able to scale to meet our needs. When we asked to amend our contract, we were asking for a couple of FTE equivalents, and since that time we have lost some key staff members. So, MRO is ready to expand. Our experiences with them have all been either very good or excellent. They are very reputable.”

I personally believe MRO client feedback provided to KLAS is a strong indicator of high-level client satisfaction. As we onboard more of the nation’s top health systems, we are making the necessary investments in technology and people to ensure we continue delivering the best service quality while meeting the needs and expectations of our clients.

Video: MRO: KLAS-rated #1 for Release of Information

In 2012, MRO became the first rated vendor in KLAS’s Release of Information services market segment. Since then, MRO has been consistently rated #1 for ROI, and we closely monitor our performance scores to ensure MRO clients receive the best service possible.  Watch the video to learn more.

I am proud that MRO’s people, technology and uncompromising commitment to our clients’ success are recognized by KLAS, not only in relation to the other ROI vendors, but also on an objective performance scale.

To read more about KLAS’s research on Release of Information, complete the form below.

As we approach the 2018 AHIMA National Convention and Exhibit in Miami, held September 22-26, 2018 in Miami, MRO is very excited to exhibit and have the chance to mingle with our Health Information Management (HIM) partners and friends.

During exhibit hall hours, members of MRO’s leadership will be available at Booth 437 to discuss topics surrounding Protected Health Information (PHI) disclosure management, including industry trends, breach risk mitigation and MRO’s KLAS #1-rated Release of Information (ROI) solutions. We will also have a mentalist/magician performing in our booth on Monday and Tuesday, September 24 and 25.

Some other places you can find MRO during the convention include:

AHIMA’s Privacy, Cybersecurity, and Information Governance Institute

Saturday and Sunday, September 22-23
Miami Beach Convention Center, Art Deco Ballroom, Room 228 AB

AHIMA is committed to remaining the leader in privacy, cybersecurity, and Information Governance (IG) throughout healthcare. Because of this commitment and healthcare’s evolution—which requires continued education on the most current topics and trends in the industry—AHIMA’s annual Privacy and Security Institute is evolving. This year AHIMA is introducing the Privacy, Cybersecurity, and Information Governance (PCIG) Institute.

MRO is proud to sponsor this year’s PCIG Institute, and Rita Bowen, MA, RHIA, CHPS, CHPC, SSGB, Vice President of Privacy, Compliance and HIM Policy for MRO will participate in Sunday’s 10:55am – 11:45am Eastern panel discussion “Privacy and Security Competency Gaps: How to Navigate Your Way to Success.”

Case Study for Business Office ROI: Yale New Haven Health

Monday, September 24
Miami Beach Convention Center, Exhibit Hall, Theater C
12:15pm – 1:05pm Eastern

Join Kim Charland, RHIT, CCS, Director of Revenue Cycle Services for MRO, and Cindy Zak, MS, RHIA, PMP, FAHIMA, Executive Director of Corporate HIM for Yale New Haven Health, for a presentation on exploring ways MRO’s Medical Record Attachment Services for the Business Office can help HIM leaders improve interdepartmental collaborative efforts to efficiently and compliantly fulfill ROI requests that support claim payments.

ROI Networking Roundtable

Monday, September 25
Miami Beach Convention Center, Room 209
3:30pm – 4:15pm Eastern

Attend the presentation “The Modern Age of ROI – Are You Up to Date?” to network with HIM peers and experts in the field, including MRO’s Rita Bowen and Angela Rose, MHA, RHIA, CHPS, FAHIMA, Vice President of Implementation Services. Bring to the table any issues or challenges faced in ROI and discuss best practices.

Educational Session: Project Management in HIM Implementations

Monday, September 25
Miami Beach Convention Center, Ocean Drive Ballroom A-D
4:30pm – 5:15pm Eastern

To learn best practices for utilizing project management skills in enterprise-wide HIM implementations, join Angela Rose and Emilie Sturm, Sr. Revenue Management Consultant for Trinity Health, for this exploratory session.

Meet MRO at AHIMA

MRO has been exhibiting at this convention every year since 2004. In our 15th year at the event, we anticipate this to be our best year yet. I am looking forward to learning about the latest industry trends and being able to see and spend time with all our clients and friends in attendance. We hope to see you there!

As I reflect during this year’s Thanksgiving season, I find it both gratifying and humbling to see the progress that MRO has made since our humble beginnings in 2002. We formed MRO on the premise that a better platform for Release of Information (ROI) could be built, and we continue to evolve and meet the demands of our changing industry.

This year marked the company’s 15th anniversary, and as a co-founder of the company, I have had the great honor and privilege of watching the organization evolve and grow. There have been both exciting and interesting times throughout MRO’s history, including major milestones that helped transform the organization into the industry-recognized leader for Protected Health Information (PHI) disclosure management. I would like to take a moment to thank all our clients, employees and partners for the company’s continued growth and success.

Highlights and Milestones for MRO in 2017 Include:

• MRO was named the KLAS Category Leader in the Release of Information service category for the fourth year in a row. As the 2017 Category Leader, MRO was rated No. 1 for ROI with an overall performance score of 93.7 out of 100, an increase from 91.9 in the 2015/2016 Best in KLAS: Software & Services report. KLAS scores are weighted in the following key areas – sales and contracting, implementation and training, service and support, and general and overall services.
• Our Patient Advocate program at MRO’s National Service Center won a Stevie^®Award for innovation in customer service. The Patient Advocate program was initiated by MRO’s Client Support team in 2016 to elevate the PHI disclosure management company’s focus on patient satisfaction. The Patient Advocate team provides specialized support to patients requesting medical records from MRO’s client locations.
• Philly.com named MRO the No. 34 midsize company on a list of Top Workplaces in Philadelphia. Out of 14,000 companies in the Philadelphia area, only 125 companies made this prestigious list.
• Inc. magazine named MRO one of the fastest-growing private companies in the nation for the third year in a row. MRO’s appearance at No. 3988 on the annual list was a rare third showing after the company ranked No. 3903 in 2016, and 3290 in 2015.

We are proud to be recognized for our strong client and employee satisfaction scores as MRO grows, and we strive to continuously exceed expectations.

I’ll close with a note to our clients that it was great seeing so many of you at the recent AHIMA Convention in Los Angeles. Being at the convention this year only added to my sentiments as we had one of the larger booths in the exhibit hall. It doesn’t seem all that long ago that we were a first-time vendor with a small exhibit space and a handful of clients. I talk about MRO’s history exhibiting at the convention in the below video. Watch it to hear a funny story about our first time exhibiting!

2017 AHIMA Reflections Video: MRO’s History of Exhibiting

Our company’s success would not be possible without the contributions and support of so many people over the years, for which I am eternally grateful. Thank you, and Happy Thanksgiving!

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On May 1, 2017, MRO celebrated our 15^th anniversary. As a co-founder of the company, I have had the great honor and privilege of watching the organization evolve and grow. There have been both exciting and interesting times throughout MRO’s history, including major milestones that helped transform the organization into the industry-recognized leader for Protected Health Information (PHI) disclosure management, including Release of Information (ROI).

Company History

When we formed MRO in 2002, our initial business plan was to design an easy-to-use document management application that could scan medical records into a burgeoning internet environment. This became Chart Online^®. Along the way, we began looking at ROI, as typical ROI workflows were not efficient or convenient for requesters, and we believed we could build a better platform.

Over the course of time, we have used innovation, creativity and a passion for service excellence to build a leading platform for disclosure management. Some milestones follow.

15 Milestones in Health Information Management

1. The company was founded as Medical Records Online. We later changed to the acronym MRO – 2002

2. The Pennsylvania-based orthopedic care group Rothman Institute became MRO’s first ROI client – 2002

3. Delaware’s St. Francis Medical Center became MRO’s first hospital client – 2003

4. Mercy Fitzgerald Hospital, in southeast Pennsylvania, became the first client to use MRO’s staffed service model for ROI – 2004

5. Lehigh Valley Health Network became the first client to leverage MRO’s remote model for ROI services – 2005

6. MRO established a proprietary interface with the U.S. Social Security Administration for automating Disability Determination Services request processes – 2008

7. MRO became one of the first certified Health Information Handlers (HIHs) and participated in the Centers for Medicare and Medicaid Services (CMS) electronic submission of medical documentation (esMD) gateway pilot program – 2011

8. MRO became the first ROI company to be rated by KLAS. We went on to win the KLAS Category Leader designation for ROI, four years in a row! – 2012 through 2017

9. The company announced the launch of IdentiScan®, our record integrity application, which leverages optical character recognition technology to review documentation to locate and correct comingled records – 2013

10. Imperial Capital Group, Ltd. became the majority owner of MRO – 2014

11. We relocated our headquarters and National Service Center to a larger facility in historic Valley Forge, Pennsylvania – 2015

12. Inc. magazine named MRO one of the fastest growing private companies in the nation two years in a row – 2015 and 2016

13. MROeLink®, a suite of HIT integrations for automating ROI, was launched, offering Epic electronic health record (EHR) users integration capabilities to improve ROI efficiency and quality – 2016

14. Our Patient Advocate program was launched from MRO’s National Service Center to offer additional support to patient requesters. The program won a Stevie® Award for innovation in customer service – 2016 and 2017

15. Philly.com named MRO the No. 34 midsize company on a list of Top Workplaces in Philadelphia – 2017

Congratulations to all MRO employees and clients who have participated in our 15-year adventure in Health Information Management! To learn about the pillars of MRO’s success, watch our video.