Skip to main content

MRO Virtual Front Desk™

A more efficient patient medical record request workflow, through an unstaffed, virtual front desk.

The current environment for physical distancing continues to impact multiple business transactions, and the increased focus on patient record access has put a spotlight on the patient record request process. MRO’s Virtual Front Desk solutions provide a touchless and more efficient patient medical record request workflow, through an electronic virtual front desk. Consumers can now use a web application, to request their medical records, choose where their records should be sent and in what format (i.e. mail, email, CD). Virtual front desks have several intake options that can be made available more widely throughout a hospital. Instructions on how to request PHI records can be placed at all patient engagement points, such as information desks, admitting departments, ED, HIM, radiology, labs and other departments.

Intake options include:

MRO eXpress™


Direct Mail

Secure Drop-Box


Output options include:

Secure email



MRO eXpress™ is an application to streamline patient medical record requests through an electronic format that connects directly into the enterprise wide ROI workflow. Patients can request records no matter the time or place, through a link on the hospital’s website. Patients have the flexibility to access MRO eXpress on any device (desktop, laptop, tablet, or mobile). MRO eXpress enables HIM staff to bypass time consuming paper-based data entry workflows.  A standard output (PDF) provides consistency in documenting the request. The output file includes the required elements to complete the information request and validate identity, thereby driving time and cost savings, in addition to providing an optimal patient experience.

Features of MRO eXpress include:

  • Simple decision tree-based forms
  • E-mail confirmations
  • Phone verifications
  • Upload a picture of ID
  • Upload of any supporting documentation (medical power of attorney, guardianship, conservator, etc.)
  • Valid e-signature
  • Output is stamped onto a PDF version of an authorization form
  • Utilization and customer satisfaction feedback reports

Decision Tree Model

MRO eXpress Portal:

If you’re ready to learn more about solutions to minimize human interactions, request a consultation today for MRO Virtual Front Desk solutions and MRO eXpress.

We have always been interested in a web version for patients to request medical records, and the COVID-19 pandemic just accelerated that need. As an organization, we needed a solution to help ease the burden of patients trying to request their medical records. Many of our patients requesting records live in rural areas, and it’s often hard to travel to us in person to request their records. The eXpress application has made the process simple and easy. Prior to implementing eXpress, we averaged a turnaround time of 3.4 days over the course of a year. Just six months after implementing, our average turnaround time has decreased to 1.1 days. Additionally, our patients who use the portal have rated eXpress a 4.1 out of 5 for ease of use and satisfaction.

Debbie Boland, Privacy Officer, Charlestown Area Medical Center (CAMC)

*Turnaround time improvements cannot be guaranteed and vary from client to client based on factors outside MRO’s control. 


Subscribe to our newsletter