Partnering with the right record retrieval company is an important decision that can significantly impact a business. This is especially true when pursuing accurate, timely, and legally compliant information. Here are some things to consider when hiring a record retrieval company that fits your needs and is essential to your business, whether you need access to records for legal, insurance, healthcare, or other purposes.
Identify and Understand Your Business Needs
The primary task is to determine the type of records you need (i.e., medical, legal, business, employment, public, academic, etc.). When selecting a provider, you want to ensure they specialize in pursuing and obtaining those records. You may also want to consider the volumes of documents. Some providers specialize in large volumes, while others are best fit for small, specific requests.
Furthermore, you will need to consider whether speed is a factor. If you are constantly under time pressures and/or deadlines, you will want to make speed of record retrieval a top priority. You can request suppliers’ turnaround times for work order requests and other metrics prior to hiring them to conduct work.
Verify the Provider’s Expertise
It is important to look for a provider that specializes in your industry (e.g., legal, healthcare, insurance). Those providers will be more familiar with the nuances of obtaining the specific type of records you need and will be able to address the foreseeable issues (e.g., timeliness, accuracy, availability of records, etc.).
Experience is vital. Choose a company that has extensive experience with a variety type of custodians in your specific area. For example, a medical record company that specializes in obtaining medical records should have a very healthy working relationship with various hospitals, treatment facilities, doctor offices, pharmacies, and other healthcare providers to navigate the complex web of record retrieval process and address issues that may arise before they become larger ones. Be sure to choose a provider with a proven track record of successfully retrieving those records.
Evaluate Technology and Tools
One of the benefits of modern technology is the ability to access information in a controlled, secure environment free from bad actors. The record retrieval industry has adapted quickly as the world becomes increasingly digital. Hence, it is essential that the provider you choose has a secure online platform where you can request new work orders, check on the status of orders, and view/download records when they are available. Access to a web portal platform should be in real-time. The company must have a reliable, secure, robust, and user-friendly portal that supports your business. Furthermore, users should be able to access customer support in real time to ensure that their use of the platform and overall business workflows are in line with their business objectives.
Artificial Intelligence (AI) is a buzz word in the industry. It is becoming more prevalent as technology improves and companies adopt its use. Providers that use automated tools to streamline the record retrieval process can often deliver faster and more accurate records.
Service Quality and Accuracy
A key component of selecting the right service provider is ensuring they are in the habit of verifying the accuracy of the retrieved records. This will help minimize any errors. Inaccurate records can lead to unnecessary delays and legal issues. Best practices should be established and implemented as part of the company’s workflow to ensure data integrity. Errors can be a factor in the record retrieval selection process. It is wise to understand how the company handles record errors and discrepancies. Best practices would include some error resolution or support in case of these issues to mitigate and/or avoid delays and mistakes in the process.
Compliance and Security
If you deal with medical or personal data, specific laws may apply to the documents and records within your files. For example, health records are governed by HIPAA (Health Insurance Portability and Accountability Act). Be sure the company you select is up to date on the necessary rules, requirements, and procedures to properly serve custodians of records, obtain records from those custodians, and deliver records to you properly. Furthermore, ensure the provider follows the best practices for securing sensitive data during retrieval, transmission, and storage.
Client Support and Communication Process
Choosing a provider with a good reputation for servicing clients is essential. Will your firm appoint a dedicated client service representative to assist in managing your account? If so, this person should also know your local, regional, or state rules concerning obtaining records and other procedural requirements. Client service and access to this support can make or break your experience with a provider. Be sure you select a company that prides itself on client service and acts on that service.
Cost
Often, cost can be a determining factor in selecting a service. However, it should not be the only factor. While the pricing structure may seem lucrative or better than a competing company, that may be for a reason (i.e., lack of resources, customer support, etc.). It is essential to understand the pricing structure in detail. Is the provider offering per-record pricing or a flat rate? Be aware of any possible hidden fees or costs associated with the service. Does the cost increase or decrease based on volume? Will the cost change year-over-year? Don’t just select the cheapest option. Evaluate the overall value, including the provider’s expertise, service, quality, and speed.
Geographic Outreach
There are record retrieval companies all over the United States. Some are local or regional. Some operate in certain states. Others have a nationwide outreach and are active in all states, including the US territories. Knowing where your provider serves is essential because this will help you understand their limitations and resources. Ensure the provider you select can retrieve records from the required geographical locations.
References and Customer Reviews
One way to judge a company’s prowess is to ask colleagues or read online reviews and testimonials. Before discussing their services, you will understand which companies are far better than others. When interviewing providers, ask for customer testimonials or views that speak to the provider’s reliability, speed, and service quality. Consider asking for case studies or references. This can help you make more informed decisions when needing additional information. Reputation is also important. A well-established company with positive reviews and a good track record will likely be a trustworthy choice.
Pilot Program
Testing the service is a good way to determine if a company will fit your needs. Ask if a company has a test or pilot program. This will enable you to try a few orders before committing to many requests.
In Summary
By thoroughly reviewing, analyzing, and addressing these factors, you can find a record retrieval provider that fits your needs and helps automate the process. A record retrieval company should be a partner that aligns with your back office and supports your workflows. Conducting your due diligence before selecting a provider is essential because the quality of records retrieved can directly impact the outcome of your business and your work product.