There are many challenges inherent in the medical record collection process that is the first step in the medical record review and auditing process that HDVI performs for our risk adjustment and HEDIS clients. Despite federal legislation supporting greater EMR adoption and interoperability (HITECH Act and Meaningful Use), the reality is that many provider sites still maintain paper medical records, rely on fax or mail to respond to medical record requests, and have disparate EMR systems. Until the healthcare industry achieves true interoperability, medical record collection continues to be a fragmented process that requires a multi-faceted approach
In the interest of best supporting our health plan clients and minimizing abrasion with their providers, HDVI offers various options to obtain medical records ranging from our SVP technology that allow ‘printing’ from an EMR directly into our MRCS platform (high tech) to a field tech representative showing to provider sites to physically scan the medical records (low tech). Our provider outreach team determines which method is preferred by provider site, and many sites still opt to have a field tech representative come onsite to retrieve the medical records.
As Customer Success Manager, it is my goal to understand all aspects of HDVI operations to better serve our clients. As such, I recently served as a field tech representative for a day and went onsite, scanner in tow, to experience firsthand the medical record collections process for onsite retrieval. I captured lessons learned and some do’s and dont’s to ensure the smoothest and most efficient process possible.
All in all, until the healthcare industry gets to a place where medical records are shared securely across systems electronically, on site medical record retrieval is not going away. HDVI will continue to support health plans by providing on site retrieval and will work hard to ensure that the process is successful and optimized for both health plans and providers.