As we approach the 2019 AHIMA Health Data and Information Conference in Chicago, September 14-18, 2019, MRO is excited to exhibit for the 16^th year in a row.  We are looking forward to mingling, networking, and spending time with our clients, Health Information Management (HIM) partners and friends. Stop by Booth 1102 to say hello to the team, catch up and learn about MRO’s successful ROI solutions.

Our team of ROI experts will be available at the booth to discuss Protected Health Information (PHI) disclosure management topics, including enterprise-wide solutions for ROI, cybersecurity, BA management, payer audit and review strategies, and the compliant management of patient-directed requests.

If you don’t make it to the booth, you can take advantage of MRO’s experts during the conference at the learning opportunities listed below:

AHIMA’s Privacy and Security Institute

Saturday and Sunday, September 14-15
10:30am – 11:45am

Rooms E451A & E353A

MRO is proud to sponsor this year’s Institute, and Rita Bowen, MA, RHIA, CHPS, CHPC, SSGB, Vice President of Privacy, Compliance and HIM Policy for MRO, will participate in Sunday’s presentation “Assessing Privacy and Security Compliance.”

Enterprise-Wide Disclosure Management: Penn Medicine’s Journey in Outsourcing Release of Information

Monday, September 16
2:20pm – 3:10pm

Exhibit Hall, HIM Expert Theater Andersonville

Join me and my colleague, Sherine Koshy, MHA, RHIA, CCS, Corporate Director of Health Information Management at Penn Medicine, for this presentation on proven practices for outsourcing Release of Information and successful enterprise-wide implementations.

The Next Big Story: BA Management Tips to Keep Your Organization Out of the Headlines

Monday, September 16
7:30am – 8:30am

Don’t miss “The Next Big Story: BA Management Tips to Keep Your Organization Out of the Headlines” given by my fellow teammates and subject matter experts, Rita Bowen and Anthony Murray, MRO’s privacy and security officers. This session takes a deeper dive into BA breaches and the effective strategies necessary to mitigate your organization’s risk.

Patient-Directed Requests: What’s the Elephant in the Room?

Tuesday, September 17
7:30am – 8:30am

Rise and shine!  Let’s talk about the elephant in the room. This Networking Breakfast is sponsored by AHIOS and we are honored to co-present on this industry hot topic.  MRO’s privacy and legal experts, Rita Bowen and Danielle Wesley, Esq., will discuss and analyze the current trends and challenges around the misuse of patient-directed requests by attorneys and record retrieval companies.  Mark it on your calendar and secure your spot today!

Time to Clear the Confusion: Attorney Misuse of Patient-Directed Record Requests and How to Cope

Wednesday, September 18
9:00am – 9:45am

Can’t make it to the breakfast or still want more?  This presentation will be your last chance to listen, learn, or join the discussion on one of the latest threats to one of HIM’s core functions – ROI.  Take advantage of time with MRO’s privacy and legal experts Rita Bowen and Danielle Wesley, Esq. as they discuss the current landscape on the attorney misuse of patient-directed medical record requests under HITECH. Walk away with tips and recommended practices for your organization to ensure compliance and patient satisfaction.

To schedule time with us, please complete the form on this page. We hope to see you there!

MRO has released the results of a nationwide survey, “Release of Information: Can You Afford to Ignore Industry Changes?” The survey was conducted by Porter Research, a market intelligence and research group focused on healthcare IT. The survey provides valuable insights from senior HIM professionals concerning Release of Information (ROI) priorities and approaches, including top vendor criteria.

As requests to disclose patient health information rapidly evolve, provider organizations are challenged to apply innovative methods to Protected Health Information (PHI) disclosure management across their health systems. With increasing demands for the exchange of and access to health information, HIM leaders must deal with large volumes of government and commercial payer audits, enterprise-wide compliance and breach prevention, and patient satisfaction. The changing landscape calls HIM leaders to reevaluate their ROI strategies, and the results of our study can be used as a guide for navigating disclosure management.

The executive insights from the report represent 33 hospitals, 1,253 clinics and 620,719 annual ROI requests. The surveyed senior HIM professionals provided feedback regarding PHI disclosure management options and the assessment of ROI vendors. The survey questions included, but were not limited to, the following:

• When is it time to consider a new strategy and ROI partner? According to the Porter Research survey results, senior HIM leaders indicated that there are two main reasons for seeking better ROI solutions. The first is dissatisfaction with their existing vendor due to inadequate quality and service, including breach occurrences. The second involves the need for more modernized solutions to meet enterprise-wide compliance and operational demands as their systems grow and evolve.
• What are the essential attributes of an ROI vendor? The survey results found that in most evaluations there were at least three ROI vendors originally deliberated, with two typically making the short list. The respondents revealed five important criteria to consider when looking for an ROI partner: ease of use, workflow, ability to handle volume, turnaround time and industry reputation.
• What key decision criteria matter the most to healthcare organizations? Once crucial characteristics are examined, it’s vital to complete an analysis of how the aspects of an ROI agreement align with your own organization’s key performance indicators. The respondents revealed the most important decision criteria when choosing a new ROI vender are integration and technical features, compliance and level of service engagement. Of all criteria, price was ranked least important.

The Release of Information needs indicated by the survey show that an enterprise-wide approach to disclosure management is crucial. Healthcare organizations are partnering with strategic ROI vendors to address the intricate requirements of their organizations. When assessing vendors, the top criteria in decision-making are reputation, service, quality, technology and accountability. These survey results will help guide HIM directors who want to transition from an in-house to outsourced ROI model or those who are looking for a new ROI partner, if already outsourced.

To download a copy of “Release of Information: Can You Afford to Ignore Industry Changes?” complete the form below.

Health Information Management (HIM) and healthcare compliance professionals will concur that there is heightened awareness of small breaches across the healthcare industry. And though small privacy breaches affecting fewer than 500 patients per incident are not usually publicized as widely as large-scale cyberattacks, the impact can be just as detrimental to healthcare organizations.

A small breach can be as simple as making an error in the Release of Information (ROI) process, involving a patient’s Protected Health Information (PHI) mistakenly sent to the wrong person—or the wrong patient’s PHI sent to the correct requesting party.

When you look at the stats, there is plenty of room for those types of errors. MRO’s research shows there are as many as 40 disclosure points across a single healthcare system. Most of those disclosure points tend to be outside of the HIM department, where individuals not trained in proper PHI disclosure management are handling the release of PHI. This trend of expanding disclosure points is one of the key factors driving breach risk in the Release of Information process.

Another risk factor involves gaps in the Quality Assurance (QA) processes. Research shows that roughly 30 percent of all Release of Information authorizations are initially invalid. And if Release of Information workflows lack redundant QA checks, up to 10 percent of those invalid authorizations are processed with errors.

Moreover, 5 percent of patient information in electronic medical records (EMRs) have integrity issues, including comingled patient records. MRO’s research shows that without proper QA measures in place, 1 in 200 records released will contain mixed patient information—which means an organization releasing 100,000 requests annually could potentially release 500 comingled records. That’s 500 potential breaches by way of errors in the Release of Information process.

Filling the Gaps in ROI Workflow to Minimize Breaches

Given the potential risk of breach due to improper PHI disclosure, healthcare leaders should closely review gaps in their PHI disclosure management processes and consider ways to enhance workflows to improve accuracy and quality. Here are some recommendations.

First, deploying an enterprise-wide strategy for PHI disclosure management will standardize policies, procedures and technologies across a health system. As part of that strategy, a streamlined Release of Information workflow helps eliminate inconsistencies, inefficiencies, distractions and errors.

Second, redundant QA checks are vital for PHI disclosure accuracy. Even the most experienced ROI specialists are subject to human error. Multiple layers of QA are needed throughout the lifecycle of an Release of Information request, from receipt through delivery, to ensure accuracy and compliance—and prevent a privacy breach. Best practice is to bolster workflows to ensure multiple teams review both the authorizations and medical records associated with each Release of Information request prior to release.

Providing a “second set of eyes” on all authorizations and PHI before release helps reduce improper disclosures. These additional quality checks should come from a combination of trained ROI specialists and record integrity technology that uses optical character recognition to locate and correct comingled records. For example, MRO offers its patented IdentiScan® record integrity application to ensure PHI disclosure accuracy. This tool scans records for patient identifiers throughout the record set, helping ROI specialists identify and correct mixed patient information prior to release. The right combination of people and technology promotes improved accuracy and minimizes breach risk.

Patent Issued to MRO for IdentiScan Application

Learn more about the benefits of IdentiScan® by watching our video. Complete the form below to request a demo of MRO’s ROI solution, which ensures 99.99% disclosure accuracy.

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!

Managing the disclosure of Protected Health Information (PHI) from within a healthcare organization has become increasingly complex. As the volume of medical Release of Information (ROI) continues to rise, multiple disclosure points place organizations at risk for privacy breach. Many have turned to outsourcing Release of Information to promote proper PHI disclosure. Choosing the right vendor can be a challenge if you don’t know where to start. Here are some suggestions to make the process easier.

DO—Use HIM peer feedback

The best way to begin is by seeking feedback from HIM peers who have experience with ROI vendors. Trusted peers can help with steps to identify vendors that offer high levels of service quality, accuracy and compliance.

Ensure the vendor is equipped to handle a health system your size

In today’s environment, there are fewer independent hospitals than in the past. Increased consolidation among hospital groups adds a new level of complexity due to size of the organization. It’s important to conduct a thorough evaluation to ensure the vendor can accommodate the size of your organization.

Over the years, many independent hospitals have used small local ROI companies that served them well at the time. But as these organizations grow to include multiple facilities with hundreds of clinics, ROI becomes a more complicated process. Vendor reassessment involves two critical considerations—scalability and expertise. Does the vendor have the scalability to meet the needs of all facilities and the expertise to conduct the implementation from a proven project management perspective?

Scalability is especially important for organizations acquiring physician practices. For one organization, we are currently hiring 40 people to serve five hospitals and 300 physician practice locations. Few vendors are equipped to manage a project of that size. Organizations should consider the scope of the project and the vendor’s ability to conduct a smooth and seamless implementation. Best practice is to engage a dedicated implementation team of trained specialists to onboard staff and ensure a successful implementation.

Assess the vendor’s ability to offer high levels of service quality, accuracy and compliance

Your organization must have confidence in the vendor’s ability to measure quality and accuracy to ensure compliance. While seeking feedback from peers, review the company’s resources to assess quality standards, documentation processes, areas of priority and methods of measurement. What is the success rate in terms of service delivery and accuracy? What internal quality measures are in place to ensure proper disclosure of PHI and prevent breach? Also, look for independent measures of quality and reputation of a vendor you’re considering. One of those measures is KLAS, a third-party group that rates companies based on customer ratings.

DO—Visit the vendor

As part of the evaluation process, schedule an onsite visit. At MRO, we welcome the opportunity to show and tell what we do. Showing tells a lot about an organization. Take a tour of the workflow to see ROI processes firsthand. That’s where you’ll see those crucial quality checks.

DO—Leverage the latest technology innovations

Advanced technology is essential to provide optimal ROI services. Top priorities include EMR integration, electronic delivery, optical character recognition (OCR) technology for Quality Assurance, and IT expertise and leadership.

EMR integration

Look for technology with the capability to integrate with most EMR systems. Some ROI companies have built interfaces between their ROI platforms and EMRs to enhance workflows through automation. For example, MRO’s MROeLink® interface with Epic’s ROI module has the capability to automate typically manual and redundant steps in the ROI process to improve efficiency and reduce errors.

Electronic delivery

Organizations today need import and export capabilities that extend beyond extraction of information.

Look for the ability to receive requests and deliver information via electronic interchange. At MRO, we have thousands of portals set up with different organizations around the country to securely receive and deliver information. Additionally, our proprietary interface with SSA’s Disability Determination Services (DDS) and esMD for CMS enables healthcare organizations to enhance revenue, improve efficiency and drive compliance.

OCR technology for Quality Assurance

Quality Assurance requires the right people, processes and technology. The most effective programs offer technology and human intervention to review documents at various points within information management workflows. For example, we suggest a combination of OCR technology and specially trained staff to perform multiple quality checks during the ROI process. MRO’s IdentiScan® OCR validation technology checks for patient identifiers to catch comingled records. Any detected errors are quickly corrected and documented by Quality Assurance experts.

IT expertise and leadership

Finally, consider the vendor’s future plans for investment on the IT side of the ROI process. Many times smaller vendors can’t make large investments required to be on the leading edge of IT. Is the vendor forward thinking regarding IT? What capabilities are in place? Recommended practice is to have extensive internal IT resources backed by plans for future investment. Look for progressive companies with IT knowledge, experience and leadership.

DO—Consider an enterprise-wide approach

A centralized, enterprise-wide approach to PHI disclosure management is the recommended strategy to have complete confidence in achieving compliance. This approach guards a patient’s privacy while also protecting the organization against breach, financial risk and reputational harm. The benefits across the health system include:

• Standardized policies and procedures
• Consistent policy enforcement
• Improved patient and third-party requester experience
• Heightened PHI disclosure accuracy through quality-infused workflows

DON’T—Prioritize low cost over quality

Prioritizing low cost over quality and compliance will cost your organization more in the long run. Everyone wants the most economical deal, but not at the expense of quality. Noncompliance and associated costs are too great a risk. When evaluating a vendor, shop for accuracy and quality.

MRO is proud to be KLAS-rated #1 for outsourced Release of Information services, offering scalability, expertise, innovative technologies, and the highest levels of accuracy, quality and service. To request a demo of our ROI Online® solution, complete the form.