MRO Release of Information Commentary
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Kaleb Harris
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KLAS Research Director - Kaleb Harris
 
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User Commentary

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Director

Relationship

We have a very strong relationship with MRO; if an issue is identified, the firm is extremely timely...

Feb 2024
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Director

Services, Value

We contribute to patient satisfaction through MRO by making information available in a very timely...

Feb 2024
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Manager

Relationship

Even with the number of requests that MRO completes, the rate of improper disclosure is very low. We...

Feb 2024
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Manager

Loyalty, Relationship, Operations

There have been some growing pains over the years, especially as our facility has acquired more...

Feb 2024
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Manager

Relationship, Services

I would tell a peer asking about MRO’s release of information service that MRO is very good at their...

Feb 2024
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Manager

Services

When we send the MRO payer group messages, such as messages saying that we would like them to refer...

Feb 2024
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Manager

Relationship, Services

MRO is very good at strategic ability. Sometimes, MRO finds things in terms of quality, such as a...

Feb 2024
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Manager

Relationship, Services

There are some errors that we sometimes see from MRO just because we are never going to get 100%...

Feb 2024
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Manager

Relationship

MRO is far superior to other firms that we have used in the past, especially considering the volume...

Feb 2024
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Manager

Relationship

My satisfaction with MRO’s staff varies by professional level. I’m more likely to have concerns...

Feb 2024
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Manager

Loyalty, Relationship

We decided to work with MRO because there were gray areas in some regulatory demands for the release...

Feb 2024
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Director

Relationship, Services

MRO does a lot of our requests. With some of them, MRO reproduces, and then we send the requests,...

Feb 2024
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Director

Services

I think we have had maybe five problems with MRO, and they do thousands upon thousands of releases...

Feb 2024
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Director

Services

There are some portals for insurance companies and things like that, and MRO doesn't deal with...

Feb 2024
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Director

Value

The firm bills whatever the requesters will pay, and we usually work with MRO at a one-to-one ratio.

Feb 2024
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Director

Relationship

Whenever I need anything or anybody from MRO, I get what I need. The firm is very accessible. I...

Feb 2024
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Director

Operations, Value

There is more opportunity for improvement on my side. MRO has a patient portal they can put on our...

Feb 2024
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Manager

Relationship

There is a night-and-day difference between MRO and the firm we had before. The thing that stands...

Jan 2024
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Manager

Loyalty

We originally chose MRO because of their reputation in the marketplace, their quality scores, and...

Jan 2024
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Manager

Relationship

We have had great staff with MRO, and they have had super low turnover. That speaks highly for their...

Jan 2024
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Manager

Relationship, Services

We have ongoing interaction with all levels of executives across the MRO organization, whether we...

Jan 2024
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Director

Relationship

Every person I have dealt with at MRO is very professional, and the firm is very knowledgeable about...

Jan 2024
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Director

Services

The only area where I have felt room for improvement is that sometimes MRO’s technology can’t be...

Jan 2024
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Director

Relationship

MRO is a great partner, and we are very happy with them. We have been able to look at some other...

Jan 2024
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Manager

Relationship

When we are asked for information from MRO to follow up on, we sometimes get out-of-the-office...

Jan 2024
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Manager

Relationship

Our relationship with MRO has been kind of up and down. Lately, things haven’t been horrible, but we...

Jan 2024
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Manager

Relationship, Services

Normally, MRO processes things very well. For an organization our size, they manage quite a few...

Jan 2024
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Director

Loyalty, Loyalty, Relationship, Relationship

I see MRO’s strategy in terms of how they are tracking along with regulatory changes and HIPAA...

Jan 2024
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Director

Relationship, Relationship

We have a regular meeting with someone from MRO, and we are able to really stay on top of things...

Jan 2024
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Director

Operations, Operations

MRO has exceeded expectations by offering a variety of educational opportunities. They allow us to...

Jan 2024
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Director

Relationship, Relationship, Operations, Operations

MRO’s team is very well educated and trained, especially during their onboarding process. They...

Jan 2024
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Director

Relationship, Relationship, Relationship

We meet regularly with MRO. They attend our leadership meetings. They review turnaround times and...

Oct 2023
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Director

Loyalty, Loyalty, Loyalty, Value, Value, Value

MRO’s service and everything is wonderful. Whether we would buy MRO's services again is...

Oct 2023
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Director

Relationship, Relationship, Relationship

We have had a few issues with our area manager from MRO. Our current person has struggled a bit, and...

Oct 2023
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Director

Loyalty, Loyalty, Loyalty

MRO is always looking at ways to do what they do more efficiently with less work. We need to see how...

Oct 2023
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Director

Relationship, Relationship, Relationship

We deal with people from MRO all the way up. They are very accessible and available at a moment's...

Oct 2023
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Director

Relationship, Relationship, Relationship

MRO is all about getting the right outcomes, and they are always willing to partner on issues. If an...

Oct 2023
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Manager

Relationship

We have been having some disclosure errors lately. MRO has acknowledged the errors and told us about...

Oct 2023
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Manager

Relationship

MRO has done a fantastic job in getting their turnaround times and stuff back in order. Last year, I...

Oct 2023
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Manager

Relationship

MRO is using local staff on our accounts, and they work in the building with us, so we kind of get...

Oct 2023
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Director

Relationship, Services

MRO is a pretty efficient company, and their software definitely helps with release-of-information...

Aug 2023
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Director

Operations

The firm does well with 99% of the requests we submit. There was one situation where MRO sent me...

Aug 2023
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Director

Operations

Sometimes MRO gets into disputes over reimbursements with third parties, and that puts our facility...

Aug 2023
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Director

Services, Value

MRO has a lot of checks and balances in place. There are times when they catch things, and we rely...

Aug 2023
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Director

Relationship

The firm’s consultants are clearly professionals. They are credentialed, and they seem like top...

Aug 2023
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Director

Services

MRO has been helping us with some additional products that we should have on board by now, but we don’t....

Aug 2023
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Director

Loyalty, Value

Our work with MRO has helped keep customers happy and, at the same time, has helped us keep up with...

Aug 2023
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Manager

Relationship, Relationship

The firm’s service is a satisfier for all our customers because using the firm is a more effective...

Aug 2023
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Manager

Relationship, Relationship, Services, Services

We have had a good experience with MRO. We appreciate everything that they work with us on as...

Aug 2023
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Manager

Value, Value

In terms of charges from the firm, we discuss charges, and there is never a problem. They don't...

Aug 2023
||
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Manager

Relationship, Relationship

Sometimes we have to follow up with the consultants, but that is the case with any firm. When we...

Aug 2023
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Manager

Relationship, Relationship

If we reach out to the firm’s people, they are always there. The firm is very good. We have been...

Aug 2023
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Manager

Services, Services

One thing MRO did that we love is what is called E-Express. That tool is a good customer service...

Aug 2023
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Manager

Relationship, Relationship, Operations, Operations

MRO does great things when it comes to regulations. They have webinars and updates on HIPAA...

Aug 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

We have struggled a bit with MRO this past quarter regarding turnaround times. They have met...

Aug 2023
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Director

Relationship, Relationship, Relationship

MRO’s team has a good relationship with a lot of payer requesters, attorneys, and other third parties.f...

Aug 2023
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Director

Loyalty, Loyalty, Loyalty, Services, Services, Services

MRO is still growing some things they are not quite ready to deliver. We were using some other tools...

Aug 2023
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Manager

Relationship, Relationship, Relationship

MRO is always working hand in hand with us and a lot of third parties, especially some of the...

Jul 2023
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Manager

Relationship, Relationship, 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...

Jul 2023
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Manager

Relationship, Relationship, Relationship, Operations, Operations, Operations

There are times when MRO offers various Webex meetings or webinars for us. If we are not aware of...

Jul 2023
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Manager

Relationship, Relationship, Relationship

We have had no issues with anything that MRO has had to send out. If there is an issue with the...

Jul 2023
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Manager

Operations, Operations, Operations, Services, Services, Services

MRO’s biggest strength is the ease with which their staff is trained on their system. It is a very...

Jul 2023
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Manager

Relationship, Relationship, Relationship, Operations, Operations, Operations

MRO’s greatest weakness is they could be a bit better at understanding our processes. I know the...

Jul 2023
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VP/Other Executive

Loyalty, Value, Value, Value

We really need to reduce the fees that we get from MRO because they are very expensive, and when we...

Jul 2023
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VP/Other Executive

Relationship, Relationship, Relationship

MRO’s turnaround time on completing requests has improved. The firm was a couple of months behind...

Jul 2023
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VP/Other Executive

Relationship, Relationship, Relationship

MRO’s top strength is their leadership. They have great people supporting the frontline staff at the...

Jul 2023
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VP/Other Executive

Relationship, Relationship, Operations, Services

MRO provides very good work now that we have worked with them on their operational KPIs. They don't...

Jul 2023
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Manager

Relationship, Relationship, Relationship, Services, Services, Services

I would love a little more detail about managing each of MRO’s daily workflows in different areas....

Jul 2023
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VP/Other Executive

Relationship, Relationship, Relationship, Services, Services, Services

MRO has a high level of achievement and execution for the design of the program, and their...

Jul 2023
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Manager

Relationship, Relationship, Relationship, Services, Services, Services

Technology is MRO’s number-one strength because the firm is always trying to figure out better...

Jul 2023
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Manager

Relationship, Relationship, Relationship, Operations, Operations, Operations

MRO keeps us informed; they do a lot of communication. MRO gives a lot of webinars to their clients,...

Jul 2023
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Manager

Value, Value, Value

MRO tries their best to have clean invoices; the firm tries not to do anything over-the-top in terms...

Jul 2023
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VP/Other Executive

Relationship

The firm’s turnaround times are very low for records. They are professional and do a good job when...

Jun 2023
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Director

Relationship, Relationship, Relationship

The MRO's high management people are very engaged. We have regular meetings, and the high management...

Jun 2023
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Director

Relationship, Relationship, Relationship

MRO handles their business with extreme professionalism with regard to timeliness, quality, and...

Jun 2023
||
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Director

Relationship, Relationship, Relationship, Services, Services, Services

MRO takes a lot of time to ensure end users understand things because each facility or healthcare...

Jun 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

MRO 100% understands the industry itself, and communication is very good. However, sometimes the...

Jun 2023
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VP/Other Executive

Relationship, Relationship, Relationship

We consider the firm a partner, and our legal and privacy teams work with them. We work together...

May 2023
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VP/Other Executive

Relationship, Relationship, Relationship, Value, Value, Value

MRO’s turnaround time on completing requests is great. We work with MRO as a team, and they don't...

May 2023
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VP/Other Executive

Relationship, Relationship, Relationship

MRO has had a lot of new staff members coming in, and the firm is preparing them. MRO works well,...

May 2023
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VP/Other Executive

Relationship, Relationship, Relationship

There are a lot of layers in MRO’s management, and we have meetings with the big people in the...

May 2023
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VP/Other Executive

Relationship, Relationship, Relationship, Value, Value, Value

Anyone that knows anything about the release of information does not want to do it. MRO definitely...

May 2023
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VP/Other Executive

Relationship, Services, Services, Services

MRO has a system called ROI Online that works with our EMR system. If a request comes in, the firm...

May 2023
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Director

Relationship, Relationship, Relationship

As far as accuracy and quality go, the firm does have some fallouts. Nobody is perfect. My favorite...

May 2023
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Director

Relationship, Relationship, Relationship

MRO is quick to add additional staff members. If something comes up and the numbers come in higher...

May 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

There are never issues between third-party requesters and MRO; the firm handles everything. They...

May 2023
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Director

Loyalty, Loyalty, Loyalty, Relationship, Relationship, Relationship

MRO is growing and improving, so it is neat to see all the things they have come up with and the...

May 2023
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Director

Relationship, Relationship, Relationship, Operations, Operations, Operations

When we finished rolling out MRO to our newly acquired facilities, those facilities were in the...

May 2023
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Director

Relationship, Relationship, Relationship

Our partnership with MRO is the best we have ever had. They are the number-one firm I can point out...

May 2023
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Director

Relationship, Relationship, Relationship

I am 100% satisfied with MRO. I cannot think of one situation where they were not on top of things...

May 2023
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Director

Relationship, Relationship, Relationship

We have had some errors. When MRO first came on board, it took them a while to find staffing, so...

May 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

Some of the steps and processes MRO requires are inefficient, and those affect turnaround times. I...

May 2023
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Director

Value, Value, Value

One downside is that MRO charges for every little thing, such as postage. We get a certain...

May 2023
||
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Director

Relationship, Relationship, Relationship, Services, Services, Services

MRO is high on the regulatory side. We haven't had any issues with them. If there is a scenario they...

May 2023
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Manager

Relationship, Relationship, Relationship, Services, Services, Services

We don’t have a designated team at MRO, so our callers are sometimes told information that doesn't...

May 2023
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Manager

Relationship, Relationship, Relationship

We send MRO most of our status checks and sometimes have issues. If we forward them a status check...

May 2023
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Manager

Relationship, Relationship, Relationship, Operations, Operations, Operations

Our health system is very large, so I don't expect MRO to come in and be at 100% because even my...

May 2023
||
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Manager

Relationship, Relationship, Relationship, Operations, Operations, Operations

We have had a handful of account representatives over the years. There is always an adjustment...

May 2023
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Manager

Services, Services, Services

MRO has a good ROI tool with a good scanning piece that makes things faster when it works. My staff...

May 2023
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Manager

Relationship, Relationship, Relationship, Operations, Operations, Operations

MRO does a lot of classes with their legal department and their compliance officer to help us stay...

May 2023
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Manager

Relationship, Relationship, Relationship

We have had conversations with MRO about decisions that we have made, and they haven't fought with us....

May 2023
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Manager

Relationship, Relationship, Relationship, Services, Services, Services

Overall, we have had a great experience with MRO. If we make suggestions, they are good at working...

May 2023
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Manager

Relationship, Relationship, Relationship

We meet with MRO regularly, so they don't think we are a lost cause. There is a lot of...

May 2023
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Manager

Relationship, Relationship, Relationship, Services, Services, Services

The only downfall with MRO is that there are a couple of workflows that my staff feels to be...

May 2023
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Manager

Loyalty, Loyalty, Loyalty, Relationship, Relationship, Relationship, Operations, Operations, Operations

MRO is trying to stay current with the industry and have a diverse platform for their clients. They...

May 2023
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Manager

Relationship, Relationship, Relationship

MRO is invested in our well-being and being a partner compared with other firms, and they have a...

May 2023
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Manager

Value, Value, Value

MRO’s price point is comparable to their competitors. The value for our money is good. The firm has...

May 2023
||
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Director

Relationship, Relationship, Relationship

We have an account manager at MRO who is very responsive. If we have any concerns, we can call that...

May 2023
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Director

Services, Services, Services, Value, Value, Value

MRO’s technology is their strength. That is something most HIM departments don't have anymore. That...

May 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

There are times when we have some quality issues with some of the shared record releases. Some...

May 2023
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Director

Relationship, Relationship, Relationship

Because of MRO’s size, the firm has agreements with third-party vendors and can work with those...

May 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

There are some things that we need to work through, but overall, we are very satisfied with MRO.

May 2023
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Manager

Services, Services, Services, Value, Value, Value

We really like working with MRO. We have had a good experience with them. In general, they have...

May 2023
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Manager

Relationship, Relationship, Relationship

MRO has a high turnover rate compared to our staff. There is always a learning curve, and it does...

May 2023
||
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Manager

Relationship, Relationship, Relationship

The firm helps us stay compliant with new requirements and regulations by having people within their...

May 2023
||
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Director

Services, Services, Services, Value, Value, Value

MRO has a lot of electronic measures for certain things in their system. However, for the release of...

Apr 2023
||
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Director

Relationship, Relationship, Relationship, Services, Services, Services

Sometimes my team has to alert MRO because things are just sitting there. MRO has been dragging...

Apr 2023
||
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Manager

Relationship, Relationship

MRO works very well with third-party requesters. They are very efficient and good at diving into...

Apr 2023
||
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Manager

Relationship, Relationship

I would tell the MRO executives to make sure that all the management communicates with their staff...

Apr 2023
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Manager

Relationship, Relationship

MRO’s communication has been great. When I first started in this position, communication was really...

Apr 2023
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Manager

Relationship, Relationship, Services, Services

We have a new service through MRO where a patient or provider can follow a link from our resource...

Apr 2023
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Manager

Services, Services

MRO uses a system called ROI Online for the actual logging of the release of information and for...

Apr 2023
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Manager

Relationship, Relationship

MRO has handled some recent turnover very well. All the MRO staff that had been with us had been...

Apr 2023
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Manager

Relationship, Relationship

The recent turnover we had with MRO definitely had a negative impact. There was a lot of stress on...

Apr 2023
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Director

Relationship, Relationship, Relationship, Services, Services, Services

We have had a few inadvertent disclosures, but those have been handled very professionally by MRO....

Apr 2023
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Director

Relationship, Relationship, Relationship

MRO works very aggressively to meet our demands, and we stay in contact with the firm on a routine...

Apr 2023
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Director

Relationship, Relationship, Relationship

MRO is very proactive with a lot of third-party requesters. The firm has insurance companies and...

Apr 2023
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Director

Relationship, Relationship, Relationship

We have a positive partnership with MRO. We get engagement with the firm even at the senior level;...

Apr 2023
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Director

Relationship, Relationship, Relationship

MRO has been very strategic from the get-go in putting us in a good position with our EMR system....

Apr 2023
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Director

Relationship, Relationship, Relationship, Operations, Operations, Operations

MRO has routine education webinars. The firm sends out newsletters via email. The firm is making...

Apr 2023
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Director

Relationship, Relationship, Relationship, Value, Value, Value

We have expanded our partnership and coverage from MRO to incorporate workflows to positively impact...

Apr 2023
||
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Director

Services, Services, Services

We are trying to identify our pain points and ways we can work smarter and more efficiently. MRO is...

Apr 2023
||
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Director

Relationship, Relationship, Relationship

MRO hasn't had much turnover in their boots-on-the-ground staff, but there has been turnover at the...

Apr 2023
||
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Director

Relationship, Relationship, Relationship, Services, Services, Services

MRO uses a secure email system to get records from patients or attorneys; the firm also has a...

Apr 2023
||
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Director

Relationship

The firm is extremely knowledgeable about what is going on and is very active in all the...

Apr 2023
||
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Director

Relationship

MRO meets with us regularly. They come on-site to go over new regulations we need to adhere to. If...

Apr 2023
||
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Director

Relationship

For any special requests or on-the-spot things that come up, the firm can help us right away. They...

Apr 2023
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Manager

Relationship

MRO’s management, sales force, and area manager have been great. They are very responsive to any...

Mar 2023
||
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Manager

Services, Value

The software we use has been excellent for setting up our billing when we have to get things out to...

Mar 2023
||
(0)
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Manager

Relationship

MRO's turnaround time is great. Compared to before, our turnaround time has dropped by five days,...

Mar 2023
||
(0)
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Manager

Services

With MRO, it seems like there is a lot of red tape to go through to finalize our issues.

Mar 2023
||
(0)
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Manager

Relationship, Services

We scan everything through MRO. They take care of sending things to attorneys, collecting payments,...

Mar 2023
||
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Manager

Relationship, Services

I would absolutely buy MRO again. I have seen the trajectory of where MRO has been to where they are...

Mar 2023
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Manager

Relationship

I hear nothing from the executives at MRO anymore. They have changed so many times, and we are...

Mar 2023
||
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Director

Relationship, Services, Value

MRO gives us reports very regularly, and the reports always show what we consider to be world-class...

Mar 2023
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Director

Relationship

The one negative thing about MRO is during the holiday season, they are a little short staffed on...

Mar 2023
||
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Director

Relationship

MRO is a company we have a good relationship with, and the quality of their product is outstanding....

Mar 2023
||
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Director

Loyalty, Services

I have used MRO for many years. I like their product. It meets our needs, so I don't have any reason...

Mar 2023
||
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Director

Relationship, Services

I like that MRO assigns everything an account number, and then the requester works directly with...

Mar 2023
||
(0)
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VP/Other Executive

Relationship, Services

We have had some issues with quality, but when we look at the volume of requests that MRO is...

Mar 2023
||
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VP/Other Executive

Relationship

The MRO leadership is very good. When we need to escalate things to the higher-ups, they get...

Mar 2023
||
(0)
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VP/Other Executive

Relationship

We have had a few issues, but more often than not, MRO exceeds our expectations. There will always...

Mar 2023
||
(0)
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VP/Other Executive

Relationship, Services

MRO provides us with a lot of reports from their software. Those reports are great, but MRO is...

Mar 2023
||
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VP/Other Executive

Relationship

I have been working with high-ranking leaders of MRO to help solve my problems. We have a very good...

Mar 2023
||
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VP/Other Executive

Operations

The model that the firm has is complicated, and we really had to do our homework to understand it...

Mar 2023
||
(0)
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Manager

Relationship, Services

The report that we get from the area manager that is responsible for our organization is great.

Mar 2023
||
(0)
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Manager

Relationship

Over the past couple of months, for whatever reason, MRO has experienced some delay in their...

Mar 2023
||
(0)
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Manager

Relationship, Value

Overall, MRO is a great company, and the leadership people are experts in our industry. They know...

Mar 2023
||
(0)
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Manager

Relationship

Whenever there is a request coming from one of our supervisors or my superior, MRO responds to it in...

Mar 2023
||
(0)
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Manager

Relationship

Even though MRO has had turnover in certain positions, the other leadership people have been...

Mar 2023
||
(0)
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VP/Other Executive

Relationship

The firm exceeds my expectations as far as staying compliant goes, unlike our previous firm. I am...

Mar 2023
||
(0)
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Manager

Relationship

MRO is always willing to help us out with projects. Sometimes we only have a certain amount of time...

Mar 2023
||
(0)
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Manager

Relationship

MRO created a portal recently, and we did a demo with them and really liked it, but it didn't work...

Mar 2023
||
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Manager

Relationship

The only thing that isn't always working is the back-office customer service. We have so many...

Mar 2023
||
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