The fact is that most facilities that manage Release of Information (ROI) functions themselves only collect 35% of the money they should be collecting due to lack of collection follow-up or not knowing the various State or Federal guidelines. Your money and staff time could be devoted to many other key areas of HIM. The problem quickly becomes one of optimizing staff to meet internal priorities.
In fact, it is very difficult and expensive to keep everyone informed on all the various rules and regulations. Your staff needs to be focused and continually informed and trained on the latest changes in the ROI world. If your staff is multi-tasking in various HIM responsibilities and ROI is an afterthought, be prepared for errors. Quality assurance steps and process is the key to delivering information appropriate medical records.
Your department and organization prides itself on projecting a positive attitude and competency to your internal and external customers. The truth is that internal departments and patients are only some of your customers. End requestors, such as Attorneys, the State Disability Department and insurance companies are only a few of those other customers that you need to keep satisfied. All of your customers know even less about the ROI process and regulations than you do. Educating them on why invoices reflect a certain amount or why information was excluded and for what reason, quickly becomes a customer satisfaction nightmare. The reality is that most customers expect immediate response and delivery of critical medical information and count on the information to be correct the first time. Medical information is critical to appropriate patient care, reimbursement, billing and legal settlements.
ProTec Solutions, a long-time, leading provider of ROI services, has the staffing, the training, the focus and the ability to make sure your department is more efficient and has a reduced cost structure, while improving your customer’s experience.