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Lexington Medical Center

Lexington Medical Center


Located in West Columbia, South Carolina, Lexington Medical Center (LMC) consists of a 428-bed hospital and more than 70 clinics. They receive 35,000 Release of Information (ROI) requests annually.

Linda Grimes, Assistant Vice President of Health Information Management (HIM) for LMC, wanted to standardize the workflow for ROI and widen the scope of the HIM department to encompass both inpatient and outpatient requests. LMC’s previous ROI vendor lacked the efficiency and transparency Grimes desired. She sought a new partner for Protected Health Information (PHI) disclosure management that would provide a comprehensive, coordinated and reliable program to respond to requests for health information.

“The program needed to deliver process and turnaround time consistency, open communication with the ROI staff and facility employees, a reliable request tracking system, and a prompt response to requesters regarding the status of a request,” explained Grimes. “The disclosure management partner would also need to excel at customer service and have strong legal and regulatory support to ensure compliance.”


In July 2016, LMC partnered with MRO to implement an enterprise-wide solution for PHI disclosure management. MRO worked side-by-side with LMC during implementation, ensuring a smooth transition and fulfilling Grimes’s wish for efficiency and transparency.

The implementation began with a site assessment, allowing MRO to ascertain LMC’s specific needs. Once the assessment was completed, MRO held a series of pulse calls with LMC management to introduce the team and to establish goals and responsibilities. After these initial phases, MRO’s dedicated implementation team was onsite to facilitate the process.

This process included training for the onsite staff, consisting of 16-20 training sessions for clinic users, proctored by MRO’s Director of Training and Education, who was onsite for implementation. Further training was administered through MRO Academy, an online learning management system.

“In the months that followed the final selection of MRO as our new partner, the MRO implementation team and the LMC IS team demonstrated an extraordinary complement of expertise, talent and professionalism,” said Grimes. “The onsite visits to meet with LMC staff provided a unique opportunity to engage all players, and to foster confidence and comfort with the new partnership.”

Communication and Collaboration

MRO’s channels of communication were always open during the implementation of the ROI Online® platform, offering LMC easy access to key stakeholders and allowing for close collaboration to prevent backlogs, confusion and other issues that sometimes arise when implementing a new technology or service in a healthcare setting.

In addition to the MRO-trained onsite staff, LMC also had access to the support teams at MRO’s National Service Center, located in Valley Forge, Pennsylvania. These teams are User Support, Requester Services, Requester/ Payer Relations and Receivables Administration, Disclosure Integrity and Distribution, and Remote Services.


Roughly three months after initial go-live, LMC implemented MROeLink®, a suite of interfaces featuring a direct synchronization between ROI Online and Epic’s ROI module. By utilizing MROeLink, LMC was able to eliminate the need for dual logging, cutting ROI processing times in half.

Additionally, LMC was able to leverage the Remote Services team for audit support. Shortly after implementation, LMC received a large Medicare risk adjustment audit. With the Remote Services team batch logging and bulk processing the 7,600 requests, the audit was completed ahead of schedule. By outsourcing these types of large audits to MRO’s Remote Services team, onsite staff continued operating as normal, leaving ROI request volumes and turnaround times unaffected.

Ongoing Success

By partnering with MRO, LMC was able to implement an enterprise-wide PHI disclosure management solution. Through this implementation, LMC’s ROI process has been standardized and centralized, and innovative technologies and services have vastly improved efficiencies.

“MRO dedicated the time to not only understand our current processes and culture, but to understand our vision for improved operations,” said Grimes.