With growth comes change and TOC was overloaded trying to process medical records requests and takings status calls. TOC longed for a solution that centralized the release of information
process and cut down on turnaround time. TOC needed a company that could handle all of their locations with a uniform process for releasing records and who could handle taking status calls. Their search took them online where they found MediCopy, an MRO company (MRO). MRO listened to the wants and needs of TOC and promised to devise a plan that met all of TOC’s expectations, while also providing them with a quick implementation.
MRO provided TOC with an in-depth workflow assessment and established a transparent working relationship. This allowed TOC to feel confident and comfortable as they selected MRO to be their release of information partner. In 2015, MRO hired, trained, and managed three employees on-site at TOC who worked in conjunction with the MRO corporate team to release medical records to the TOC referral network, patients, and third-party requestors. These team members also took over status calls and patient walk-ins. The solution was customized to include excellent customer service, frequent check-ins to ensure success, and making sure TOC patients would remain a top priority. In 2020 during the covid-19 pandemic MRO and TOC pivoted the onsite staff to remote work. Once return to office was an option both organizations assessed the current state and agreed the work of releasing records and answering phone calls could continue to be done remotely. Patient walk-ins are provided with directions to request medical records online. This partnership as well as the majority of MRO’s clients work under a remote model to this day.
