MRO Release of Information Commentary
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Subject Expert
Jaren Day
Research Director
Commentary Summary
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User Commentary
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, Loyalty, Relationship, Relationship
I see MRO’s strategy in terms of how they are tracking along with regulatory changes and HIPAA...
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Relationship, 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, Operations
MRO has exceeded expectations by offering a variety of educational opportunities. They allow us to...
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Relationship, Relationship, Operations, Operations
MRO’s team is very well educated and trained, especially during their onboarding process. They...
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Relationship, Relationship, Relationship
We meet regularly with MRO. They attend our leadership meetings. They review turnaround times and...
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Loyalty, Loyalty, Loyalty, Value, Value, Value
MRO’s service and everything is wonderful. Whether we would buy MRO's services again is...
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Relationship, Relationship, 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, Loyalty, 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, Relationship, 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, Relationship, 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, 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, Relationship, Services, Services
We have had a good experience with MRO. We appreciate everything that they work with us on as...
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Value, 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, 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, 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, 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, Relationship, Operations, Operations
MRO does great things when it comes to regulations. They have webinars and updates on HIPAA...
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Relationship, Relationship, Relationship, Services, Services, Services
We have struggled a bit with MRO this past quarter regarding turnaround times. They have met...
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Relationship, Relationship, 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, Loyalty, Loyalty, Services, Services, 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, Relationship, 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, 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...
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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...
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Relationship, Relationship, 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, 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...
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Relationship, Relationship, Relationship, Operations, Operations, Operations
MRO’s greatest weakness is they could be a bit better at understanding our processes. I know the...
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Loyalty, Value, Value, Value
We really need to reduce the fees that we get from MRO because they are very expensive, and when we...
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Relationship, Relationship, Relationship
MRO’s turnaround time on completing requests has improved. The firm was a couple of months behind...
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Relationship, Relationship, Relationship
MRO’s top strength is their leadership. They have great people supporting the frontline staff at the...
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Relationship, Relationship, Operations, Services
MRO provides very good work now that we have worked with them on their operational KPIs. They don't...
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Relationship, Relationship, Relationship, Services, Services, Services
I would love a little more detail about managing each of MRO’s daily workflows in different areas....
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Relationship, Relationship, Relationship, Services, Services, Services
MRO has a high level of achievement and execution for the design of the program, and their...
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Relationship, Relationship, Relationship, Services, Services, Services
Technology is MRO’s number-one strength because the firm is always trying to figure out better...
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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,...
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Value, Value, Value
MRO tries their best to have clean invoices; the firm tries not to do anything over-the-top in terms...
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Relationship
The firm’s turnaround times are very low for records. They are professional and do a good job when...
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Relationship, Relationship, Relationship
The MRO's high management people are very engaged. We have regular meetings, and the high management...
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Relationship, Relationship, Relationship
MRO handles their business with extreme professionalism with regard to timeliness, quality, and...
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Relationship, Relationship, Relationship, Services, Services, Services
MRO takes a lot of time to ensure end users understand things because each facility or healthcare...
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Relationship, Relationship, Relationship, Services, Services, Services
MRO 100% understands the industry itself, and communication is very good. However, sometimes the...
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Relationship, Relationship, Relationship
We consider the firm a partner, and our legal and privacy teams work with them. We work together...
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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...
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Relationship, Relationship, Relationship
MRO has had a lot of new staff members coming in, and the firm is preparing them. MRO works well,...
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Relationship, Relationship, Relationship
There are a lot of layers in MRO’s management, and we have meetings with the big people in the...
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Relationship, Relationship, Relationship, Value, Value, Value
Anyone that knows anything about the release of information does not want to do it. MRO definitely...
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Relationship, Services, Services, Services
MRO has a system called ROI Online that works with our EMR system. If a request comes in, the firm...
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Relationship, Relationship, Relationship
As far as accuracy and quality go, the firm does have some fallouts. Nobody is perfect. My favorite...
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Relationship, Relationship, Relationship
MRO is quick to add additional staff members. If something comes up and the numbers come in higher...
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Relationship, Relationship, Relationship, Services, Services, Services
There are never issues between third-party requesters and MRO; the firm handles everything. They...
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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...
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Relationship, Relationship, Relationship, Operations, Operations, Operations
When we finished rolling out MRO to our newly acquired facilities, those facilities were in the...
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Relationship, Relationship, Relationship
Our partnership with MRO is the best we have ever had. They are the number-one firm I can point out...
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Relationship, Relationship, Relationship
I am 100% satisfied with MRO. I cannot think of one situation where they were not on top of things...
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Relationship, Relationship, Relationship
We have had some errors. When MRO first came on board, it took them a while to find staffing, so...
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Relationship, Relationship, Relationship, Services, Services, Services
Some of the steps and processes MRO requires are inefficient, and those affect turnaround times. I...
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Value, Value, Value
One downside is that MRO charges for every little thing, such as postage. We get a certain...
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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...
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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...
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Relationship, Relationship, Relationship
We send MRO most of our status checks and sometimes have issues. If we forward them a status check...
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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...
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Relationship, Relationship, Relationship, Operations, Operations, Operations
We have had a handful of account representatives over the years. There is always an adjustment...
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Services, Services, Services
MRO has a good ROI tool with a good scanning piece that makes things faster when it works. My staff...
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Relationship, Relationship, Relationship, Operations, Operations, Operations
MRO does a lot of classes with their legal department and their compliance officer to help us stay...
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Relationship, Relationship, Relationship
We have had conversations with MRO about decisions that we have made, and they haven't fought with us....
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Relationship, Relationship, Relationship, Services, Services, Services
Overall, we have had a great experience with MRO. If we make suggestions, they are good at working...
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Relationship, Relationship, Relationship
We meet with MRO regularly, so they don't think we are a lost cause. There is a lot of...
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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...
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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...
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Relationship, Relationship, Relationship
MRO is invested in our well-being and being a partner compared with other firms, and they have a...
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Value, Value, Value
MRO’s price point is comparable to their competitors. The value for our money is good. The firm has...
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Relationship, Relationship, Relationship
We have an account manager at MRO who is very responsive. If we have any concerns, we can call that...
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Services, Services, Services, Value, Value, Value
MRO’s technology is their strength. That is something most HIM departments don't have anymore. That...
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Relationship, Relationship, Relationship, Services, Services, Services
There are times when we have some quality issues with some of the shared record releases. Some...
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Relationship, Relationship, Relationship
Because of MRO’s size, the firm has agreements with third-party vendors and can work with those...
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Relationship, Relationship, Relationship, Services, Services, Services
There are some things that we need to work through, but overall, we are very satisfied with MRO.
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Services, Services, Services, Value, Value, Value
We really like working with MRO. We have had a good experience with them. In general, they have...
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Relationship, Relationship, Relationship
MRO has a high turnover rate compared to our staff. There is always a learning curve, and it does...
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Relationship, Relationship, Relationship
The firm helps us stay compliant with new requirements and regulations by having people within their...
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Services, Services, Services, Value, Value, Value
MRO has a lot of electronic measures for certain things in their system. However, for the release of...
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Relationship, Relationship, Relationship, Services, Services, Services
Sometimes my team has to alert MRO because things are just sitting there. MRO has been dragging...
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Relationship, Relationship
MRO works very well with third-party requesters. They are very efficient and good at diving into...
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Relationship, Relationship
I would tell the MRO executives to make sure that all the management communicates with their staff...
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Relationship, Relationship
MRO’s communication has been great. When I first started in this position, communication was really...
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Relationship, Relationship, Services, Services
We have a new service through MRO where a patient or provider can follow a link from our resource...
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Services, Services
MRO uses a system called ROI Online for the actual logging of the release of information and for...
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Relationship, Relationship
MRO has handled some recent turnover very well. All the MRO staff that had been with us had been...
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Relationship, Relationship
The recent turnover we had with MRO definitely had a negative impact. There was a lot of stress on...
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Relationship, Relationship, Relationship, Services, Services, Services
We have had a few inadvertent disclosures, but those have been handled very professionally by MRO....
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Relationship, Relationship, Relationship
MRO works very aggressively to meet our demands, and we stay in contact with the firm on a routine...
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Relationship, Relationship, Relationship
MRO is very proactive with a lot of third-party requesters. The firm has insurance companies and...
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Relationship, Relationship, Relationship
We have a positive partnership with MRO. We get engagement with the firm even at the senior level;...
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Relationship, Relationship, Relationship
MRO has been very strategic from the get-go in putting us in a good position with our EMR system....
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Relationship, Relationship, Relationship, Operations, Operations, Operations
MRO has routine education webinars. The firm sends out newsletters via email. The firm is making...
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Relationship, Relationship, Relationship, Value, Value, Value
We have expanded our partnership and coverage from MRO to incorporate workflows to positively impact...
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Services, Services, Services
We are trying to identify our pain points and ways we can work smarter and more efficiently. MRO is...
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Relationship, Relationship, Relationship
MRO hasn't had much turnover in their boots-on-the-ground staff, but there has been turnover at the...
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Relationship, Relationship, Relationship, Services, Services, Services
MRO uses a secure email system to get records from patients or attorneys; the firm also has a...
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