The only certainty of success is working with a company that can consistently process every request as quickly as possible through great technology while ensuring accurate releases through a comprehensive quality control program.

The Problem…

When having to face the tough decision on how to handle your critical Release of Information (ROI) needs, you have only a few options to choose from; handle it with your own staff or outsource it to an ROI vendor. Experience has shown that continuing to handle ROI in-house, even with great technology will still not solve your day-to-day staffing challenges. On the other hand, hiring the traditional ROI vendor usually does not work because their problems become your problems compounding your own internal challenges. In both cases, the end result is the same…request backlogs, unhappy requesters who increase the overall internal stress level, a greater likelihood of mistakes which increases your overall liability. This always means more expense and negative exposure for your facility.

In addition, this lack of consistency has led to poor request turn-around times at many healthcare facilities, increasing the number of requestor complaints and the costs to resolve requestor issues. It has also become clear that ROI vendors are continually looking for ways to increase the cost of their services while decreasing the number of functions they are providing.

The Solution…

The only certainty of success is working with a company that can consistently process every request as quickly as possible through great technology while ensuring accurate releases through a comprehensive quality control program. That is who we are. At Infotrak, we have an unrelenting drive to exceed the needs of our clients.

As a customer service business first, we offer a better alternative to healthcare groups, when looking to outsource their ROI needs. We will design our services around the specific needs of each health care facility. We provide a highly trained and dependable on-site team armed with world-class technology to ensure the shortest request turn-around times available while safeguarding you and your facility from the risks associated with protected health information.

We know our model of excellence works. Since our inception, we have dramatically reduced requestor complaint levels for our clients, alleviating the pain and rework time previously experienced with other ROI services.

The Benefits…

• Low to no cost for state-of-the-art technology and world-class service. Because our revenue comes from outside billable requesters such as attorneys and insurance companies, we establish billable to non-billable page ratios which often times results in us processing all of the outside requests at no cost to the hospital.


• The most comprehensive quality control and compliance process available. Our attorney staff is constantly monitoring any changes in state and federal regulations regarding medical records. Every request is also checked multiple times for compliance issues through out our workflow process. As an added safety measure we also page check every request before it is mailed to ensure we eliminate any accidental disclosure. These measures significantly help protect our clients and their patients when releasing protected information, greatly reducing overall liability and exposure.


• Quick record request turn-around times. Most requests are billed or mailed within 24 of receipt, reducing requester complaints and ensuring healthcare organizations stay compliant with state and federal mandates.


• 24/7 instant request access through a secure web-enabled request database. This allows you and your staff instant access to the status of every request with the ability to view the scanned medical records. Having this kind of detailed access to each request keeps our entire release process accountable and accurate.


• Automated requester tracking tool. Our web-enabled technology automatically sends each requester a notification letter with a tracking number. They can then track the status of their request via the Internet and be notified of any authorization problems or need to pre-pay. This greatly reduces the number of status calls into the HIM department increasing requester satisfaction while decreasing HIM staff interruptions.


• Increased department efficiencies. Having a dedicated team with state-of-the-art technology focused on your daily release of information needs frees up your staff to complete other critical tasks in your department. Areas of improvement our clients have reported include an increase in completed charts as HIM staff have more time to work with physicians and to file loose reports. A higher rate of completed charts improves turn-around times to outside requesters, reducing complaints and improving the overall revenue cycle.


• Automated billing department requests. We have found that up to 30% of the request volume can come from the billing department as they reorder the same dates of service. We can provide them with their own on-line database which will allow them to see and keep their requests for an extended period of time. This allows them to not only receive their first request faster but also lets them manage their requests for all future needs.