MRO Release of Information Commentary
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Subject Expert
Jaren Day
Research Director
Commentary Summary
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User Commentary
Loyalty, Relationship
Things have been very good. We have a good relationship, so hopefully things will stay the same, and...
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Relationship
We do get requesters who will complain that MRO is not responsive to them. I don't know how accurate...
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Relationship
MRO has been great. They have been responsive any time we have needed to reach out about anything,...
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Relationship
MRO has been awesome to deal with, and our representative has been really phenomenal. They keep us...
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Relationship
We work very well with MRO when we have issues with specific third-party vendors who try to bully us...
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Loyalty, Relationship
We are leaving MRO because of our corporate office’s decision to have the same vendor across health...
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Loyalty, Services
Trying to follow the release timeline on the MRO platform is unclear. It is messy, and we have to...
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Relationship
On-site leadership from MRO is great, and communication is excellent. We can go all the way to the...
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Services
MRO was timely in getting work done, but the firm we moved to is a little better. What I would like...
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Relationship
I had no unexpected charges at all with MRO. Also, the people we worked with were very knowledgeable...
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Relationship
One positive thing that MRO can be called out for is that they have a special area that works with...
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Relationship, Services
Lawyers and such use companies to get records, and they try to say that they are representatives of...
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Relationship
My partnership with MRO has been one of my favorite. Some people view a firm as an entity that works...
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Relationship
Healthcare is a business, so sometimes we have to go back and forth with MRO about how they charge...
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Services
MRO exceeds our expectations in turnarounds. One of our teams was overwhelmed with certain requests,...
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Services
We adopted MRO Express, which lets patients request records online. I have loved MRO Express. When...
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Relationship, Services
Third-party requesters essentially help mediate for MRO in obtaining records. Things can be...
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Services, Value
We have quite a few workflows with MRO that they do not charge for. They are good at molding things...
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Relationship
We have a close partnership with MRO. We meet with them regularly to go over things. Anytime our...
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Relationship, Services
MRO has a lot of people in their organization who are tailored to the release of information and...
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Relationship
MRO is good at escalating things. If someone can't answer our questions, they have no problem...
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Operations, Services
There are things with MRO’s platform that seem tedious. A few workflows are redundant, but that is...
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Relationship
MRO is a quality company. They do a good job. We work very well with the local representatives.
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Value
MRO doesn’t avoid charging for every little thing. One of my pet peeves with them is they charge for...
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Relationship
MRO’s turnaround time for the continuum of care and walk-ins should be more timely than it is, and I...
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Relationship
MRO is very open in their communication with management. I can reach out to MRO whenever I need to...
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Loyalty, Relationship, Services
For me, a strong partnership is how MRO is always looking toward the future. As far as the release...
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Loyalty, Relationship, Services
MRO has actually taken the initiative with us by leading the compliance initiative as we are working...
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Loyalty, Relationship
In addition to release of information work, the firm provides us with things and asks whether we are...
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Loyalty, Relationship
MRO does regular check-ins with us; they are constantly providing statuses on the profit share...
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Relationship, Services
MRO keeps us compliant all the time, unlike our other firm. We don't have many problems with MRO....
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Value
All the expenses and revenue get calculated. Normally, MRO charges us for everything, but there was...
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Value
There are always problems with MRO that bring complications in the contracting. There are expenses,...
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Relationship, Services
MRO’s technology is good, their tracking is good, and their reporting is helpful to me, so their...
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Relationship, Services
It would increase my satisfaction if MRO had some kind of tracking for some problem cases. I would...
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Value
I don't necessarily agree with the charges from the firm, but I know that they have to make money,...
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Relationship, Services
With MRO, our systems don't necessarily work well together just because we are a little bit...
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Relationship
The firm is very knowledgeable. When I have questions, we bounce things off one another, so I feel...
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Relationship
Even with the number of requests that MRO completes, the rate of improper disclosure is very low. We...
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Loyalty, Relationship, Operations
There have been some growing pains over the years, especially as our facility has acquired more...
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Relationship
We have a very strong relationship with MRO; if an issue is identified, the firm is extremely timely...
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Services, Value
We contribute to patient satisfaction through MRO by making information available in a very timely...
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Relationship, Services
MRO does a lot of our requests. With some of them, MRO reproduces, and then we send the requests,...
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Services
I think we have had maybe five problems with MRO, and they do thousands upon thousands of releases...
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Services
There are some portals for insurance companies and things like that, and MRO doesn't deal with...
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Value
The firm bills whatever the requesters will pay, and we usually work with MRO at a one-to-one ratio.
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Relationship
Whenever I need anything or anybody from MRO, I get what I need. The firm is very accessible. I...
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Operations, Value
There is more opportunity for improvement on my side. MRO has a patient portal they can put on our...
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Relationship, Services
There are some errors that we sometimes see from MRO just because we are never going to get 100%...
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Relationship
MRO is far superior to other firms that we have used in the past, especially considering the volume...
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Relationship
My satisfaction with MRO’s staff varies by professional level. I’m more likely to have concerns...
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Loyalty, Relationship
We decided to work with MRO because there were gray areas in some regulatory demands for the release...
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Relationship, Services
I would tell a peer asking about MRO’s release of information service that MRO is very good at their...
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Services
When we send the MRO payer group messages, such as messages saying that we would like them to refer...
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Relationship, Services
MRO is very good at strategic ability. Sometimes, MRO finds things in terms of quality, such as a...
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Relationship
There is a night-and-day difference between MRO and the firm we had before. The thing that stands...
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Loyalty
We originally chose MRO because of their reputation in the marketplace, their quality scores, and...
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Relationship
We have had great staff with MRO, and they have had super low turnover. That speaks highly for their...
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Relationship, Services
We have ongoing interaction with all levels of executives across the MRO organization, whether we...
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Relationship
Every person I have dealt with at MRO is very professional, and the firm is very knowledgeable about...
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Services
The only area where I have felt room for improvement is that sometimes MRO’s technology can’t be...
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Relationship
MRO is a great partner, and we are very happy with them. We have been able to look at some other...
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Relationship
When we are asked for information from MRO to follow up on, we sometimes get out-of-the-office...
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Relationship
Our relationship with MRO has been kind of up and down. Lately, things haven’t been horrible, but we...
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Relationship, Services
Normally, MRO processes things very well. For an organization our size, they manage quite a few...
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Loyalty, Relationship
I see MRO’s strategy in terms of how they are tracking along with regulatory changes and HIPAA...
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Relationship
We have a regular meeting with someone from MRO, and we are able to really stay on top of things...
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Operations
MRO has exceeded expectations by offering a variety of educational opportunities. They allow us to...
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Relationship, Operations
MRO’s team is very well educated and trained, especially during their onboarding process. They...
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Relationship
We meet regularly with MRO. They attend our leadership meetings. They review turnaround times and...
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Loyalty, Value
MRO’s service and everything is wonderful. Whether we would buy MRO's services again is...
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Relationship
We have had a few issues with our area manager from MRO. Our current person has struggled a bit, and...
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Loyalty
MRO is always looking at ways to do what they do more efficiently with less work. We need to see how...
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Relationship
We deal with people from MRO all the way up. They are very accessible and available at a moment's...
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Relationship
MRO is all about getting the right outcomes, and they are always willing to partner on issues. If an...
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Relationship
We have been having some disclosure errors lately. MRO has acknowledged the errors and told us about...
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Relationship
MRO has done a fantastic job in getting their turnaround times and stuff back in order. Last year, I...
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Relationship
MRO is using local staff on our accounts, and they work in the building with us, so we kind of get...
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Relationship, Services
MRO is a pretty efficient company, and their software definitely helps with release-of-information...
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Operations
The firm does well with 99% of the requests we submit. There was one situation where MRO sent me...
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Operations
Sometimes MRO gets into disputes over reimbursements with third parties, and that puts our facility...
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Services, Value
MRO has a lot of checks and balances in place. There are times when they catch things, and we rely...
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Relationship
The firm’s consultants are clearly professionals. They are credentialed, and they seem like top...
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Services
MRO has been helping us with some additional products that we should have on board by now, but we don’t....
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Loyalty, Value
Our work with MRO has helped keep customers happy and, at the same time, has helped us keep up with...
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Relationship
The firm’s service is a satisfier for all our customers because using the firm is a more effective...
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Relationship, Services
We have had a good experience with MRO. We appreciate everything that they work with us on as...
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Value
In terms of charges from the firm, we discuss charges, and there is never a problem. They don't...
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Relationship
Sometimes we have to follow up with the consultants, but that is the case with any firm. When we...
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Relationship
If we reach out to the firm’s people, they are always there. The firm is very good. We have been...
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Services
One thing MRO did that we love is what is called E-Express. That tool is a good customer service...
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Relationship, Operations
MRO does great things when it comes to regulations. They have webinars and updates on HIPAA...
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Relationship, Services
We have struggled a bit with MRO this past quarter regarding turnaround times. They have met...
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Relationship
MRO’s team has a good relationship with a lot of payer requesters, attorneys, and other third parties.f...
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Loyalty, Services
MRO is still growing some things they are not quite ready to deliver. We were using some other tools...
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Relationship
MRO is always working hand in hand with us and a lot of third parties, especially some of the...
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Relationship
A lot of times, I am not aware when there has been a change in the firm's staffing. We don't need to...
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Relationship, Operations
There are times when MRO offers various Webex meetings or webinars for us. If we are not aware of...
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Relationship
We have had no issues with anything that MRO has had to send out. If there is an issue with the...
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Operations, Services
MRO’s biggest strength is the ease with which their staff is trained on their system. It is a very...
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Relationship, Operations
MRO’s greatest weakness is they could be a bit better at understanding our processes. I know the...
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