Record Requests610-994-7500

Frequently Asked Questions

Frequently Asked Questions

All Other Requesters

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How do I submit a new request for medical records?

 

You can submit a new request in one of three ways:

  • Visit the MRO Portal.
  • Mail your request to the healthcare provider.
  • Call MRO at 610-994-7500.
What information do I need to have ready before making a request?

You will need a fully completed, HIPAA-compliant authorization form. When applicable, please attach a cover letter from your organization explaining the information you’re looking for. If any other clarification or information is needed, MRO will notify the requester.

How do I check the status of an existing medical record request?

You can check the status of an existing request in one of three ways:

  • Visit the MRO Portal.
  • Enter your tracking number at ROIlog.com.
  • Call MRO at 610-994-7500.

For status checks on bulk requests, email requesteradvocate@mrocorp.com

I’ve lost my request ID. How can I check the status of my request?

Please contact MRO at 610-994-7500. Our representatives will be able to look up your request by patient name and date of birth. They will also provide you the request ID number for future use.

How do I make a payment?

You can make a payment in one of the following ways:

  • Visit the MRO Portal.
  • Visit ROILog.com. You will need your tracking code and request ID number.
  • Mail a check, payable to “MRO” and send to MRO, P.O. Box 6410, Southeastern, PA 19398. Please include the invoice number on the check.
  • Call MRO at 610-994-7500.
How do I get access to the MRO Portal?

 

To sign up for MRO Portal access, email requesterportal@mrocorp.com. On the portal, you will be able to upload requests, check the status of requests, make payments and download records.

 

How do I complete an authorization form?

 

If someone other than the patient has signed, please state your relationship to the patient (e.g., Health Care Power of Attorney, Parent, Executor). Further proof of relationship may be required by the facility. If any other clarification or information is needed, MRO will notify the requester.

How do I send in completed forms to update an existing request?

Email us at requestinformation@mrocorp.com, or fax us at 610-962-8421. If you have your request ID, please include this with your updates.

How do I know that my request has been received?

If you are an attorney, insurance company or record retrieval service, you will receive a fax or mail confirmation from MRO. Also, don’t forget to check the MRO Portal for service updates.

What is the typical turnaround time for a medical record request?

Requests are processed in the order they are received. The processing time will vary depending on the file size, location of the records, and what information is being requested.

Is there a way to expedite my request more quickly?

Requests are processed in the order they are received. In the event records are required more expeditiously, please email requestinformation@mrocorp.com or call us at 610-994-7500. Our representatives would be happy to assist you further. Please note we cannot guarantee the turnaround time as it will vary depending on patients file size, location of the records, and what information is being requested.

What happens if I receive a notice of an issue/denial letter?

At the bottom of the notice there will be detailed instructions on what will need to be sent into MRO for us to proceed with your request. If you have questions regarding the notice, please email requestinformation@mrocorp.com or call us at 610-994-7500.