MRO Release of Information
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Subject Expert
Justin Porter
Research Director
Commentary Summary
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User Commentary
People and Knowledge
MRO’s management, sales force, and area manager have been great. They are very responsive to any...
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Tools and Methodology
The software we use has been excellent for setting up our billing when we have to get things out to...
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Project Results
MRO's turnaround time is great. Compared to before, our turnaround time has dropped by five days,...
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Win/Loss - Why they were selected (by current clients)
When we saw the demo of MRO's software and spoke with them, I felt they would help us, particularly...
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Tools and Methodology
With MRO, it seems like there is a lot of red tape to go through to finalize our issues.
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Project Results
We scan everything through MRO. They take care of sending things to attorneys, collecting payments,...
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Tools and Methodology
I would absolutely buy MRO again. I have seen the trajectory of where MRO has been to where they are...
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Relationship
I hear nothing from the executives at MRO anymore. They have changed so many times, and we are...
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Project Results
MRO gives us reports very regularly, and the reports always show what we consider to be world-class...
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Other Observations
The one negative thing about MRO is during the holiday season, they are a little short staffed on...
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People and Knowledge
MRO is a company we have a good relationship with, and the quality of their product is outstanding....
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Project Results
I have used MRO for many years. I like their product. It meets our needs, so I don't have any reason...
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Tools and Methodology
I like that MRO assigns everything an account number, and then the requester works directly with...
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Tools and Methodology
We have had some issues with quality, but when we look at the volume of requests that MRO is...
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Relationship
The MRO leadership is very good. When we need to escalate things to the higher-ups, they get...
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Relationship
We have had a few issues, but more often than not, MRO exceeds our expectations. There will always...
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Tools and Methodology
MRO provides us with a lot of reports from their software. Those reports are great, but MRO is...
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Relationship
I have been working with high-ranking leaders of MRO to help solve my problems. We have a very good...
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Tools and Methodology
The model that the firm has is complicated, and we really had to do our homework to understand it...
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Project Results
The report that we get from the area manager that is responsible for our organization is great.
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Project Results
Over the past couple of months, for whatever reason, MRO has experienced some delay in their...
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ROI and Cost
Overall, MRO is a great company, and the leadership people are experts in our industry. They know...
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Relationship
Whenever there is a request coming from one of our supervisors or my superior, MRO responds to it in...
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Relationship
Even though MRO has had turnover in certain positions, the other leadership people have been...
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Project Results
The firm exceeds my expectations as far as staying compliant goes, unlike our previous firm. I am...
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Project Results
MRO is always willing to help us out with projects. Sometimes we only have a certain amount of time...
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Sales and Contracting
MRO created a portal recently, and we did a demo with them and really liked it, but it didn't work...
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People and Knowledge
The only thing that isn't always working is the back-office customer service. We have so many...
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Project Results
Things with MRO are going very well for us. The reports I can refer to are interesting. MRO doesn’t...
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Tools and Methodology
If a request is put in for a patient’s records, MRO does not charge the requester right away. The...
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People and Knowledge
Through the years, we have had a variety of representatives from MRO. We are probably one of the...
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Tools and Methodology
We have a process where action lists come back to us, and sometimes we get questions from MRO even...
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Relationship
First and foremost, people need to realize that MRO is not a one-stop shop. In other words, a...
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Win/Loss - Why they were selected (by current clients)
As we went through the RFP process with MRO, we also talked to a couple of other firms. In their...
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Tools and Methodology
MRO continues to do well for us. We find working with them easy. They have a unique ability to find...
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Tools and Methodology
We use what MRO calls their bidirectional interface. We take advantage of that interface by using...
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Tools and Methodology
We have no concerns with MRO's turnaround times. We find that accuracy slips through the cracks on...
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Relationship
We wish we could take more advantage of the training opportunities MRO gives their staff. It is more...
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Relationship
Things with MRO have improved. A year ago, we were very dissatisfied and looking to possibly replace...
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Tools and Methodology
I can't think of anything I see as a problem with MRO. Things fall through the cracks every once in...
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Relationship
There have been some problems with staffing in MRO's organization. The firm was hit with some...
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Tools and Methodology
We have worked a lot with MRO to get things resolved. It seems like we end up doing a lot of...
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Future Outlook
We are trying to move forward and work on more things than we have in the past with MRO. Things are...
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Other Observations
Things have been rough with MRO over the last few years compared to the previous years. We didn't...
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Lessons Learned
I would structure the contract differently. With the way we have it set up, it would probably be...
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ROI and Cost
MRO’s billing model is very different than what it used to be in the industry. MRO has a unique way...
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People and Knowledge
MRO is a great partner. The firm has been very responsive and receptive to helping us increase their...
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Tools and Methodology
MRO continues to always look at their processes to see whether they can improve them, and our local...
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People and Knowledge
I use MRO as a release of information resource every time I have a question. They are very helpful....
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ROI and Cost
Before the upgrade, everything had to be entered by hand and scanned. When COVID-19 hit, a lot of...
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Relationship
Overall, I have been very satisfied with MRO. MRO has great customer service. They have updated...
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Tools and Methodology
MRO has released MROeLink, which links the MRO system to our EMR and matches up demographics. We can...
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People and Knowledge
For a while, we weren’t doing so well with MRO. It really took us a long time to get things turned...
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Future Outlook
The firm’s accuracy has been getting better. We have had some pockets of things fall by the wayside,...
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ROI and Cost
MRO was adding costs that we weren't expecting. But we have been getting better about getting things...
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Future Outlook
MRO doesn’t consistently exceed our expectations. But we are getting there. We are trending in the...
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Relationship
We meet with MRO on a regular basis, and they review the turnaround times for our facilities. The...
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Relationship
MRO is truly the epitome of partnership. We don't feel like they going to charge us for everything...
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Relationship
Right now, there is nothing about MRO that I would change. The way we work with them and everything...
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People and Knowledge
We have an account supervisor from MRO, and we can reach out to that person when we have questions....
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People and Knowledge
We have a good support team. I don’t generally have any issues, but to say that MRO exceeds...
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Lessons Learned
Out of the many requests that occur, we have had a couple of incidents where wrong information was...
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Tools and Methodology
MRO has definitely started to understand where to connect organizations with payers, get information...
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People and Knowledge
MRO has some opportunity for improvement with some of their staffing and making sure there are...
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ROI and Cost
Overall, MRO has exceeded our expectations. They have done a really good job over the past year with...
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Relationship
We have constant communication with MRO, from our account representative all the way up to the...
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Project Results
Our relationship with MRO has not changed over the years; it has remained consistently excellent....
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Tools and Methodology
MRO’s software is powerful. The way they use it to send out records themselves is powerful. The...
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People and Knowledge
Our biggest third parties are law firms and payers. If there is an issue with an attorney, MRO...
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Tools and Methodology
MRO is timely. If something isn't working right, our teams come together to try to figure it out. We...
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People and Knowledge
The technology arm of MRO is not as fast as their operational side. There have been a couple of...
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ROI and Cost
One of the things I like the most about MRO is how transparent they are with everything. Their fee...
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Relationship
MRO is a great company to work with, and we feel like true partners with them. We don't look at them...
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Project Results
I like MRO's release of information services. They take us out of the collections process.
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Tools and Methodology
MRO communicates on our behalf with the payers, and that has been an issue because there has been...
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Project Results
Sometimes the firm’s timeliness is not great when getting back to us on problems with IT issues,...
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Tools and Methodology
The good thing about working with MRO's program is that when we release from other systems,...
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ROI and Cost
We receive our money’s worth with MRO because of the quality of the product, how it works to keep...
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People and Knowledge
We have had such issues with the IT side of MRO's services, but we do have regular meetings with our...
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Tools and Methodology
We have had some challenges with third parties not understanding MRO’s process. Sometimes the third...
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Tools and Methodology
I am happy with MRO's staff now, but we have had some challenges and staffing issues previously. We...
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Tools and Methodology
We have release of information functionality on our website. We have a link for the release of...
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Project Results
The biggest benefit from MRO is that my operations staff’s productivity is not impacted by having to...
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Lessons Learned
If I were talking to a peer about MRO, I would tell them that MRO did take into consideration the...
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People and Knowledge
I am not sure what MRO’s turnover is in terms of the staff members who answer phones and direct...
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Relationship
MRO strives to be a little more advanced on the technological side, and that is a plus. In the ROI...
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Project Results
Every state has a turnaround time for the release of information. Our turnaround time is 30 days. If...
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ROI and Cost
MRO is not the kind of company that charges for every little thing. If we do find something that is...
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Relationship
I can’t think of anything negative about MRO because they are just on top of things. If the firm has...
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Relationship
I love MRO. They are fantastic. I work with the firm very closely. I like the firm's customer...
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Tools and Methodology
I am so impressed with MRO’s level of ownership and partnership with our organization. MRO handles...
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Relationship
Whenever we need leadership involvement from MRO, it is there. But I don't ever need to go above the...
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People and Knowledge
MRO treats us like partners; we are there for them, and they are there for us. Releasing information...
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People and Knowledge
I have a wonderful on-site MRO tech that provides support locally. The firm is extremely responsive,...
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Tools and Methodology
MRO is working on some technology that will allow customers to manage their requests completely...
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Relationship
A year ago, we were dealing with a lot of staffing shortages, and the firm was struggling to fill...
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Relationship
The firm makes us feel like a key partner for them, and they meet with us every two weeks. MRO is...
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Tools and Methodology
MRO listens to their clients, and they value that feedback. The firm is open to suggestions around...
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Relationship
MRO is very open to any changes in processes I am faced with across the system or within the...
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ROI and Cost
The charges from MRO are fair. The firm is always very willing to work with us. Sometimes I will ask...
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Project Results
I would like the turnaround time to improve across the board, but that is just a sign of the times....
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People and Knowledge
The leadership at MRO is excellent with communication. One person in particular works very closely...
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Relationship
MRO does our requests in a timely manner, and there are very few if any errors. Their errors are...
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Relationship
At one point, we had an issue where something did not line up with what we expected, so we felt...
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Project Results
I don’t have any complaints about MRO's turnaround time. I am sure it could be faster, but it is...
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People and Knowledge
The people that are doing the actual work at MRO are good. But MRO has turnover, and because of the...
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Relationship
I have used MRO's services for multiple aspects of my job, and I haven't had any issues. MRO's...
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Other Observations
The firm isn't perfect, but they are pretty close. They have had some breaches. If the firm didn't...
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People and Knowledge
We have a touch-base meeting for MRO Corp to show us turnaround times and where things are for the...
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People and Knowledge
MRO Corp is having extreme trouble with hiring good people, like everyone is. In the past, I wasn't...
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People and Knowledge
Overall, I have a lot of confidence in MRO Corp. They are really on top of things in their field,...
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Future Outlook
We had a negative experience with MRO Corp a while ago. We met with them and gave them things to do,...
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Other Observations
There are issues with the work sometimes. We got slammed with audits, and now the turnaround time is...
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People and Knowledge
MRO Corp does a lot of Webex meetings for educational things, and I truly appreciate those meetings....
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People and Knowledge
We get a lot of support at the executive level. The executives are very responsive, and we all get...
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People and Knowledge
I don't know whether MRO Corp exceeds my expectations. I am not talking to them, and they are not...
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People and Knowledge
Sometimes, the firm’s customer service is not the best. I am taking off points for that. There could...
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Tools and Methodology
The firm’s technology is really great. Their technology is their strength. We receive a lot of...
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Relationship
MRO Corp has improved. They had a big growth spurt, and we went through a rough patch. Things have...
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Project Results
I think some of the firm’s processes are unnecessary, but MRO Corp feels those processes are...
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ROI and Cost
I wouldn’t choose to work with MRO Corp again. I don't know that they have the best customer...
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Relationship
Our representative from MRO Corp works with us, and I don't have to worry about anything. That...
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Lessons Learned
If an organization doesn't have staff that can provide these services, there are other companies I...
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Tools and Methodology
MRO Corp could select staff to handle service-specific hospitals. Having a call center that is...
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Relationship
MRO Corp has exceeded expectations in certain situations when they have assisted us. In urgent...
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Project Results
Other facilities that are using this service just put a request in, and the records are released for...
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People and Knowledge
I believe that the people at MRO Corp are experts within the release of information segment. That is...
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Tools and Methodology
MRO's technology is very nice for tracking what has been released. We can see everything that has...
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Tools and Methodology
MRO Corp does a good job of addressing regulatory issues and supporting their clients with...
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People and Knowledge
MRO Corp has a great escalation process. They make sure that their team members are visible. That...
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Project Results
The firm has really tried to partner with us and to do things that make sense for our organization...
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Project Results
When I think of third-party requesters, I think of HEDIS and risk adjustments. MRO has been able to...
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People and Knowledge
Everyone I have reached out to from the firm has always gotten back to me in a timely manner.
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Project Results
The way MRO does their contracts is complex, and buying from them feels like buying a timeshare with...
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People and Knowledge
MRO stands out because of all the education that they provide, even to people other than their...
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Other Observations
My only issue with MRO is that they are independently owned, and I am not sure what their succession...
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Project Results
The reason we went with MRO Corp was that the load would be shared and wouldn't be 100% with us. We...
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Relationship
MRO Corp’s communication has gone above and beyond. We have been a very fast-growing network, and...
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People and Knowledge
I had a bad experience with an MRO representative. One person dragged down the experience. All the...
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Tools and Methodology
MRO seems to have a strategic plan, and they are partnering with new companies and offering things...
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Relationship
With MRO, I definitely have access to all levels of the organization. I have been able to talk to...
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Tools and Methodology
Strategically, MRO is way ahead of the curve. For example, when they knew that Internet Explorer was...
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Tools and Methodology
MRO offers some really positive features with our EMR. The interface with our EMR leads to enormous...
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Tools and Methodology
MRO is involved with the proposed changes to HIPAA's privacy rule, and the firm has been advocating...
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Relationship
The communication could be better. Sometimes the individual who receives the updated information...
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Tools and Methodology
MRO Corp stays on top of things, and they steadily send us notifications about where they are in the...
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Relationship
When it comes to our partnership, MRO Corp is always there for us. If we need something, the firm...
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Relationship
MRO Corp is a dependable company; they are client focused. They are mindful of our needs and...
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Tools and Methodology
MRO Corp is pretty consistent, but once in a while, we have a longer turnaround time. Turnaround...
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Tools and Methodology
MRO Corp’s turnaround times are very good. The firm has done quality checks, and we have had hardly...
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Relationship
Our relationship with the firm has been very positive and fruitful. There was a transition to...
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Tools and Methodology
The firm consistently keeps their requests within our goal. Also, the firm helped us have a good...
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ROI and Cost
The firm gives us regular invoices, but those are the only invoices that I receive from them. The...
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People and Knowledge
The firm has hired some additional people, and they have added to the firm's expertise, so that has...
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Tools and Methodology
MRO Corp assists us with the release of information. We use the firm's secure website to input the...
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Tools and Methodology
MRO Corp always has their eyes open to what is going on in the healthcare field and the ways that...
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Tools and Methodology
MRO Corp has a new service called MRO eXpress, which I am in love with. I have an old EHR without a...
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Relationship
MRO Corp has always been great to work with. We struggled when there were a lot of restrictions due...
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Project Results
MRO Corp uses OCR technology to scan the tops of every page to make sure that the page corresponds...
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People and Knowledge
We initially had a bit of trouble with the firm. That was years ago, but after we worked together...
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Project Results
We expanded our use, so now MRO Corp performs release of information services for our system. Using...
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Tools and Methodology
We have created technology so that we can do back-and-forth interfaces, and MRO Corp has helped us...
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Relationship
The firm didn't send a complete record and initially denied it. We then had to try to fix the issue,...
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ROI and Cost
The firm avoids charging for every little thing. I would recommend that others looking to work with...
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