The term “outsource” can evoke strong memories depending on one’s age and occupation. In the late ‘80s and early ‘90s, many businesses, particularly those with call center operations, sought to reduce costs by outsourcing, or more accurately, offshoring certain business operations. These jobs were often moved to countries with substantially lower labor rates. Unfortunately, this often resulted in a decrease in the quality of work.
As consumers, business partners, and clients began to voice their dissatisfaction with the subpar quality of these outsourced services, some companies, slow to revert back to in-country call centers, were lost forever. Esteemed IT companies like Wang and Sun Microsystems, as well as consumer businesses such as Linens ‘n Things and Radio Shack, failed to recover from the high costs of poor customer service and eventually went out of business.
When speaking with CIOs of large law firms, they tend to avoid the term outsourcing. Instead, they prefer phrases like “off-site resources”, “on-demand personnel”, and “job-sharing”. This is a good way to be transparent about contracting out work without invoking those past bad memories. However, when it comes to certain aspects of managing a law practice, there are still areas that could and should be exclusively outsourced. Medical record retrieval is at the top of that list. Here are three simple reasons why this makes sense and who benefits:
In-House Resources
Firms practicing personal injury, medical malpractice, mass torts, and class actions for pharmaceutical and medical device litigation must embrace the use of external resources or risk losing efficiencies. Consider the fully-burdened rate of a paralegal in a major city, inclusive of salary, paid vacation days, sick days, 401K contributions, and the firm’s share of unemployment insurance. Now, write that number down and multiply it by the number of hours that one employee spends chasing healthcare providers for records. Compare that to the amount of revenue those same hours could generate if used for billable work. In-house management of medical records is a lose-lose when it comes to utilizing internal resources effectively.
Ownership and Compliance
Engaging a medical records retrieval company empowers them to handle every step from requesting records to follow-up communications to securing “no records found” certificates. They can also provide optional services such as Bates stamping, record summarization, indexing, or hyperlinking. Upon completion, a single invoice is applied to the matter, keeping the firm in compliance with HIPAA rules. This often comes into play when the HIPAA release form is signed during the onboarding process, and the client continues to receive treatment. Healthcare providers may insist on a current HIPAA release form if the previous version is 6-9-12 months old. In sum, the responsibility for managing and ensuring HIPAA compliance for medical records becomes that of the record retrieval company, not the firm.
Employee Morale and Client Satisfaction
Outsourcing medical record retrieval can significantly impact both employee morale and client satisfaction positively. Employees have earned their titles and responsibilities through education and hard work. They expect to perform the tasks for which they were trained, not administrative chores such as calling, tracking, and requesting new HIPAA release forms. Fast records mean fast settlements. Professional medical record retrieval specialists have the processes, contacts, and experience to complete the job in half the time of in-house resources. They are motivated to act swiftly, especially when the firm’s fees for a case are contingency-based. In addition, specifically in California, fees charged for pro bono work using internal resources may not be recoverable if the case is lost. Trying to recoup those internal overhead fees is simply a waste of time.
The Bottom Line
Whether termed outsourcing, contract work, on-demand resources, or any other name, in the end, it is the single most non-IT related decision a law firm can make to improve their practice. It enhances their bottom line, boosts employee morale, and increases client satisfaction.
In an era where efficiency, compliance, and client satisfaction are paramount, outsourcing medical record retrieval to experts is a strategic move for any law firm. By freeing up valuable in-house resources, ensuring adherence to HIPAA regulations, and maintaining high employee morale, law firms can focus on what they do best—advocating for their clients.
Ready to streamline your medical record retrieval process and enhance your firm’s efficiency? Visit us at www.retrevlegal.com and discover how our innovative solutions can transform your practice. Contact us today through our website. Let Retrēv handle the records so you can handle the cases.