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How Saint Luke’s Health System Enhanced Release of Information Workflows and Improved the Customer Experience

How Saint Luke’s Health System Enhanced Release of Information Workflows and Improved the Customer Experience

Saint Luke’s Health System (SLHS) includes 16 hospitals, home care, hospice, behavioral health services, and physician practices across Missouri and Kansas. The health system receives 49,200 Release of Information (ROI) requests annually. As SLHS continues to expand, their HIM management team, led by Sharon Korzdorfer, Health Information Management (HIM) Director, is committed to delivering the highest quality health information services to its patients, who may request information concerning care provided by SLHS.

In 2018, Korzdorfer realized that in order to respond to a rise in monthly ROI request volumes compliantly and efficiently, they needed advanced technology and services. After evaluating multiple vendors, SLHS selected MRO to handle Protected Health Information (PHI) disclosure management across the enterprise. Their decision was based on several factors, including MRO’s dedication to clients, patients and other third-party requesters, layers of support from responsive teams of experts, and the ability to leverage technology to improve workflow. MRO’s reputation as a true partner to providers was also a key factor.

“Reputation goes a long way,” said Korzdorfer. “Sales teams can sell anything, but what I have heard consistently from my HIM peers is that MRO always comes to the table prepared to meet and exceed expectations.”

Enhanced Release of Information Workflows: Leveraging MRO’s Technology

SLHS implemented MRO’s flagship Release of Information platform, ROI Online®, along with MROeLink®, a bidirectional interface between the ROI solution and the health system’s Epic EHR.

The MROeLink tool automates manual steps for working in both an ROI system and the Epic EHR. Eliminating manual processes reduces the time needed to process requests and minimizes human error. SLHS leadership knew a system integration method would be a vital component in improving efficiencies and accuracy.

In addition to enhancing the ROI workflow through MROeLink, MRO introduced ways to further improve productivity and service quality, including implementing new processes for responding to the rising tide of payer audits and reviews, such as HEDIS and Medicare Risk Adjustment, by shifting requester relations and correspondence to MRO’s National Service Center.

Improved Customer Experience

As a result of improved workflows, technology integrations, and moving requester relations to MRO’s service center, SLHS reports reduced requester complaints, reflecting improvements in the patient and requester experience.

The Results

Through a partnership with MRO, SLHS saw impressive results, including improvements to turnaround times for ambulatory requests, continued high accuracy levels and an improved customer experience for patients and other requesters of PHI.

Korzdorfer said, “Throughout my experience with the company—from sales, through implementation and training, to the current operational partnership—MRO’s industry experts have been accessible, responsive, communicative and eager to help. It is so refreshing that MRO cares.”

To learn more, download MRO’s Saint Luke’s Health System Case Study by completing the form below.

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MRO Celebrates Health Information Professionals Week

How Saint Luke’s Health System Enhanced Release of Information Workflows and Improved the Customer Experience

Healthcare organizations around the country are celebrating Health Information Professionals (HIP) Week, for which the theme this year is “Leading the way in quality data.” At MRO, we always enjoy honoring the great work of our Health Information Management (HIM) partners during this celebration week.

As part of MRO’s celebration of our own staff during HIP Week, we’ve launched a social media campaign to showcase MRO Everyday Heroes who make a difference in the lives of patients and other customers. You can learn more about our heroes by following MRO on Facebook, Twitter, LinkedIn and Instagram.

Additionally – and just in time for HIP Week – recently named MRO to their list of the 125 top workplaces in the Philadelphia area, based on responses to our annual employee survey. The survey noted MRO’s professional development and growth, career advancement opportunities, training and educational programs, our positive workplace environment and people.

Here’s what some of our employees had to say:

  • “Our company is focused on providing the highest level service to our clients and the patients they serve. The management staff operates with integrity and truly cares.”
  • “The training process at MRO is the best one I have ever experienced.”
  • “MRO provides a positive atmosphere and job opportunities, as well as open communication. Every day is a new learning experience.”
  • “My work is valued, and I am given opportunities for professional development and growth. This is an exciting place to work!”

At the MRO National Service Center in Valley Forge, Pennsylvania, and across our client sites throughout the nation, we are having fun celebrating HIP Week and thanking our employees for making MRO such a great place to work. We hope you are also enjoying the week of festivities and celebration of the HIM profession.

Thank you to our clients and our employees for all the masterful work you do.

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Implementing an enterprise-wide PHI disclosure management solution at Lexington Medical Center

How Saint Luke’s Health System Enhanced Release of Information Workflows and Improved the Customer Experience

Lexington Medical Center (LMC), located in West Columbia, South Carolina, consists of a 428-bed hospital and more than 70 clinics. LMC receives more than 35,000 Release of Information (ROI) requests annually. LMC wanted to standardize their ROI workflow and widen the scope of their Health Information Management (HIM) department to encompass both inpatient and outpatient requests.


LMC implemented ROI Online®, MRO’s enterprise-wide Protected Health Information (PHI) disclosure management solution, in July 2016. Focusing on efficiency and transparency, MRO worked side-by-side with LMC to ensure a smooth transition to the new platform.

This transition began with a site assessment, allowing MRO to learn LMC’s specific needs. The site assessment was followed up by a series of pre-implementation project planning calls with LMC management to establish implementation goals. MRO’s implementation team was then deployed onsite to facilitate the transition. The process also included 16-20 training sessions for onsite staff.


LMC implemented MROeLink® roughly three months after their initial go-live. MROeLink is a suite of interfaces featuring a direct synchronization between the ROI Online platform and Epic’s ROI module. This interface eliminates the need for dual logging in the ROI and EMR systems, effectively cutting LMC’s ROI processing times in half.

LMC also leveraged MRO’s Remote Service’s team for payer audit management when they received a large payer audit. The Remote Services team provided batch logging and bulk processing for the 7,600 request audit, completing the task ahead of schedule and enabling onsite staff to continue operating as normal, leaving turnaround times unaffected.


LMC has seamlessly integrated MRO’s ROI solution across their enterprise, standardizing and centralizing the process, which has led to overall improved processes and patient satisfaction.

Fill out the form below to download our case study detailing the Lexington Medical Center implementation.

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How collaboration and technology helped Lancaster General Health/ Penn Medicine improve PHI disclosure management

How Saint Luke’s Health System Enhanced Release of Information Workflows and Improved the Customer Experience

Group of people meeting with technology.

This guest post is by Charlotte Walton-Sweeney, RHIT, Director of Health Information Management for Lancaster General Health/ Penn Medicine

I recently co-authored an article for ADVANCE for Health Information Professionals with MRO’s Vice President of Information Technology (IT), Anthony Murray. In the article, we looked at how extensive planning, collaboration and technology helped Lancaster General Health/ Penn Medicine (LG Health/ Penn Medicine) improve accuracy, security and efficiency in our Protected Health Information (PHI) disclosure management processes.

Establishing strong Information Governance

Mergers are set to rise in 2017. These mergers demand not only system integrations, but also standardization of Release of Information (ROI) policies and processes to ensure compliance with HIPAA and internal policies. Strong Information Governance (IG) can help ensure HIPAA compliance, PHI security and data integrity. Collaboration between Health Information Management (HIM) and IT departments is essential in developing an effective IG plan, as each group brings unique expertise to the table.

Collaboration yields benefits for Lancaster General Health/ Penn Medicine

At LG Health/ Penn Medicine, we wanted to use technology to automate processes and improve quality and turnaround times for an estimated 50,000 annual ROI requests. The first step was selecting a new PHI disclosure management partner.

After a request for proposals for ROI services was issued, the new vendor selection process took about 18 months. The search included collaboration between HIM and IT while vetting candidates, presenting options and helping establish realistic implementation timelines.

We selected MRO as our vendor, as they offered high levels of service quality and unique technology, including a seamless integration with our organization’s Epic EMR. MROeLink® offers a direct synchronization between Epic and the ROI Online® platform, eliminating dual data entry and other duplicative processes, and automates typically manual steps. MRO also performs redundant Quality Assurance (QA) checks, including the use of their record integrity application, IdentiScan®.

Since the beginning of our partnership with MRO, approximately 13,000 improper disclosures have been prevented by redundant QA, including through the use of IdentiScan, which uses optical character recognition technology to help identify potential comingling of records within charts prior to PHI disclosure. Additionally, the use of MROeLink has cut LG Health/ Penn Medicine’s processing times by 50 percent.

Offering more than just technical support and expertise, MRO also educated both our HIM and IT departments to understand changes with HIPAA and other regulations, and provides regular, ongoing training programs to help us stay compliant.

We were also so taken with the prompt and effective service MRO delivered to ensure requester satisfaction that we had their education leadership train hospital HIM staff in customer service. We have recognized improvements in our overall customer service and patient satisfaction.

Fill out the form below to receive MRO’s LG Health/ Penn Medicine case study and learn more about how collaboration and technology helped us improve PHI disclosure management.

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2016: A year of innovation and excellence

How Saint Luke’s Health System Enhanced Release of Information Workflows and Improved the Customer Experience

Collection of vintage glowing light bulbs on black

As the end of the year approaches, I would like to take a minute to reflect on 2016. It has been a successful year for MRO and our clients, characterized by service excellence, superior quality and continued innovation.


Our success has been validated by third-party organizations, and we were honored to receive various awards throughout the year. We are most excited that MRO was named KLAS Category Leader for Release of Information for the third year in a row (2013, 2014, 2015/2016), and we strive to continue into 2017 as the recognized leader. Additionally, Corporate LiveWire awarded MRO for “Innovation in Release of Information Services,” based on merit and accomplishments throughout the year.

Highlights of MRO’s accomplishments in 2016

Throughout the year, we provided ongoing client satisfaction and success through our unique solutions for Protected Health Information (PHI) disclosure management. Key highlights of 2016 innovations include:

New for 2016, MROeLink is a suite of health information technology integrations. At the core of MROeLink is a direct synchronization between MRO’s ROI Online® platform and Epic’s ROI module, which greatly improves ROI productivity, while enhancing quality and reducing errors.

MRO continued leveraging IdentiScan in 2016. IdentiScan is the company’s unique record integrity application, which uses optical character recognition (OCR) technology to “read” PHI, locating and correcting comingled records before release. IdentiScan helps ensure the right records are sent to the right requesters, driving disclosure accuracy rates among MRO clients to an industry-leading 99.99 percent.

Patient Advocate Program
MRO launched the Patient Advocate Program in March to provide personalized care and fast-track issue resolution to deliver higher levels of customer service. The Patient Advocate provides empathetic and compassionate support to patients experiencing difficulty or confusion with the requesting process.

In closing, MRO is grateful to our clients, partners and employees for our collaborative efforts to improve the Health Information Management (HIM) industry and healthcare as a whole. Best wishes for ongoing success in the New Year.

Watch the video below to learn more about MRO’s three pillars of success: people, a client-focused culture and technology that enables higher levels of service.

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