Track Your Requests
Was your request submitted through MediCopy, or does your invoice have a MediCopy logo?
For All Other Requesters
If you are another type of requester, MRO has you covered. The FAQs below provide guidance on how to submit medical record requests. You can also track the status of requests and make payments here.
Frequently Asked Questions
Who is MRO?
MRO handles the secure, accurate and efficient fulfillment of Release of Information (ROI) requests for patients and providers alike. For patients, this means you will interact directly with MRO when you need to access your medical record files. Your provider has put their trust in us to handle your ROI requests. You can be confident that our dedicated customer service team is ready to help you.
For providers requesting records, this means you can depend on MRO to handle ROI requests in a secure and compliant fashion with every interaction.
How do I complete a request form?
To learn how to submit a new request, contact MRO directly in one of two ways:
Email us at requestinformation@mrocorp.flywheelstaging.com
Call us at 610-994-7500
Operating Hours
MRO observes the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after Thanksgiving, and Christmas Day. Otherwise, MRO is open during the following times:
Business Office Monday – Friday 8:30am – 5:00pm Eastern
Requester Services
Monday – Friday
8:30am – 8:00pm Eastern
User Support and Technical Support
Monday – Thursday 8:30am – 6:00pm Eastern
Friday8:30am – 5:00pm Eastern
How do I submit a new request for medical records?
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.
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.
How do I make a payment?
You can make a payment in any of the following ways:
Pay with major credit or debit cards at ROILog.com. You will need your tracking code and request ID number.
Call MRO at 610-994-7500.
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.
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 ROILog.com. You will need your tracking code and request ID number
Call MRO at 610-994-7500. You can choose between an automated status check or speaking with a representative.
Email us at requestinformation@mrocorp.flywheelstaging.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 send in completed forms to update an existing request?
Email us at requestinformation@mrocorp.flywheelstaging.com, or fax us at 610-962-8421. If you have your request ID, please include this with your updates.
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.flywheelstaging.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.flywheelstaging.com or call us at 610-994-7500.
For All Other Requesters:
MRO welcomes all other requesters to set up an MRO Portal where you will be able to upload requests, check the status of requests, make payments and download records.
To sign up for MRO Portal access, email requestportal@mrocorp.flywheelstaging.com.
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 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 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 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.flywheelstaging.com
I just wanted to thank you so much for your fantastic service in helping me get my medical records. You have been so patient, so kind and so conscientious. You went above and beyond in helping me, and I will be forever grateful for your service.
Contact Requester Services
This form should only be used for requesters who have a question about their medical record request, and not to be used to submit any PHIa.