MRO’s Kim Charland, BA, RHIT, CCS, Director, Revenue Cycle Services, discusses the challenges of inefficiencies in the business office and how implementing a centralized PHI disclosure management system improves productivity when responding to claim attachment requests.

Hospital and health system business office personnel face mounting challenges in response to the
increased volume of requests for medical record attachments from billers and collectors. With pressure on
providers for timely billing and collections, business office staff must respond to requests from
commercial health plans and government payers, expedite payment, prove medical necessity, validate code
assignment and appropriate level of care, authorize services, appeal denials, and fulfill auditor requests.

Ensuring proper release of information practices for these requests presents efficiency and productivity
issues. Solutions include new workflows and technology to improve protected health information (PHI)
disclosure efficiency in the business office when responding to claim attachment requests.