At Medchart, we are committed to providing our customers with the best possible service and experience for processing their medical record requests.
It is our commitment to meet or exceed the following standards.
Update: this service standard is valid for all requests placed after March 15, 2021
Responsibilities of the law firm to avoid delay in retrieval
- Provide accurate healthcare provider contact information for where the request should be sent to. Verify that the requested provider address is the correct before submitting the request to Medchart.
- Prior to submitting a request, upload all required supporting documentation for substitute decision makers who have signed consents.
- Respond in a timely manner to inquiries from the Medchart team.
- Respond in a timely manner to approve or reject healthcare provider fee estimates or invoices.
Rejection of Fees or Estimates
- If fees are accepted, then payment will be issued to the healthcare provider by Medchart immediately and the request will continue to be processed normally.
- If the law firm rejects the invoice or estimate from a healthcare provider, then we will send out the rejector’s notice and written message directly to the healthcare provider.
- If then, a revised or second invoice or estimate is received by Medchart, we will seek approval from the law firm before proceeding to pay the invoice or approve an estimate.
- If then, a revised or second invoice or estimate is rejected by the law firm then the law firm will be given the option to cancel the request or engage the healthcare provider directly over the phone to attempt to negotiate another revised invoice.
Rejection of Fees or Estimates
- If fees are accepted, then payment will be issued to the healthcare provider by Medchart immediately and the request will continue to be processed normally.
- If the law firm rejects the invoice or estimate from a healthcare provider, then we will send out the rejector’s notice and written message directly to the healthcare provider.
If then, a revised or second invoice or estimate is received by Medchart, we will seek approval from the law firm before proceeding to pay the invoice or approve an estimate.
If then, a revised or second invoice or estimate is rejected by the law firm then the law firm will be given the option to cancel the request or engage the healthcare provider directly over the phone to attempt to negotiate another revised invoice.
Request Outcomes
- A request is fulfilled if we receive requested medical records from a healthcare provider and all outstanding invoices have been paid.
- A request is fulfilled if we receive written confirmation that no records exist within the specified timeframe for a patient who has been seen at that healthcare institution or by the specified provider.
- A request will be closed if provider contact information can not be confirmed and there is low confidence that we have the correct information on-file.
- A request will be closed if we receive written confirmation that the patient has never been seen at that healthcare institution or by the specified provider.
- A request will be closed if there are no records retrieved within 90-days of the request.
Provider Standard Follow-up Schedule:
Please be advised that the hospital follow up schedule is subject to change and may vary based on the institution the request is directed to. Upon request of the hospital, Medchart may use a modified follow up schedule to accommodate the hospital’s high request volume and/or backlog of request fulfillment. A hospital may request we change the cadence of written/verbal follow ups, complete all follow ups in bulk, or complete follow ups exclusively on scheduled days or times. Exceptions can be made for requests marked as urgent in the Medchart portal. If you have questions about an individual request, please contact the Medchart support team.
Timeline | Action | Procedure |
1-2 days | 1st Request | A request will be sent out via fax/email/letter mail |
30-36 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
40 - 46 days
| Phone call | A follow up phone call is placed |
37 - 43
| Written reminder
| A reminder will be sent out via fax/e-mail/letter mail |
44– 50 days
| Written reminder | A reminder will be sent out via fax/e-mail/letter mail |
50 -56 days
| Written reminder | A reminder will be sent out via fax/e-mail/letter mail |
57 – 63 days
| Written reminder | A reminder will be sent out via fax/e-mail/letter mail |
63 - 69 days
| Phone call if transaction was completed | This is to ensure payment was received and the request was processed |
65 Days | Phone call | A follow up phone call is placed
|
63 - 69 days
| Written reminder | A 6th reminder of outstanding request will be sent via fax/email/letter mail |
70 - 76 days
| Written reminder | A 7th reminder of outstanding request will be sent via fax/email/letter mail |
77-83 days
| Written reminder | A 8th reminder of outstanding request will be sent via fax/email/letter mail |
83-89 days
| Written reminder | A 9th reminder of outstanding request will be sent via fax/email/letter mail |
90 Days
| Cancel ROI |
|
*Actions listed will be completed within the indicated timeline falling on the next available business day.
The request will not go on the batch letter in the following scenarios
- The request has a pending transaction
- The request is on hold
- Communication is paused