Research

Research as we know is one of most important initial step while sending out requests. And since we work with multiple retrieval clients and help retrieve more than a million requests, we know for a fact that it is very crucial to deliver requests to the right location in our first attempt, it not only ensures correct delivery of a request, but also helps in reducing the overall turnaround time.

The Research Team does a pre check up on the information provided by the attorney for retrieval of records by validating the facility information like Address, Phone Number, Email address to ensure that the request is delivered to the correct location per facility policy.

Additionally, to make research quicker & easier for our agents, we started accumulating data for each provider, data such as facility name, address, phone number, fax number, email address, custodian name, their preferred mode of receiving requests, direct lines to various departments etc. Every facility that we touch for the first time becomes a part of this frequently updated data set.

Order Entry

We are aware that the custodians handle hundreds if not thousands of requests on daily basis and by providing crisp and clear instructions on our request packet puts the custodians at ease which in turn reduces the back and forth with the request.

At this stage, we ensure to enter all the request data along with authorization in the client’s proprietary application. We also follow specific instructions that every provider has in terms of receiving request packets. Once the packets are updated, they are then forwarded to the provider through their desired mode of acceptance.

Subpoena Prep

We have experience in dealing with both Subpoena Ad Testificandum and Subpoena Duces Tecum. Our professionals are trained to handle various Subpoena Sub-Processes like:

• Order Validation
• Research
• Building Serve Packets
• Serve, Reserves, Resends and Editing Request
• Handling Subpoena Rejections, Objections, and Cancellations
• Building Subpoena requests along with Authorization including Drafting
• QC Checks
• Drafting of Notice to Consumer (NTC), Proof of Service (POS) and Subpoena specific to provider and as per state specific statutes and based on the type of Records Requested for both Arbitration, Domestication and Civil Cases.

Delivering Subpoenas

This generally depends on the providers preference, they mostly prefer to be hand-served or served using certified mail, in which our team creates serve packets & uploads them to our clients' system for the onshore team to take it further. However, we have seen that the frequency of accepting subpoenas via secure email & fax has also increased, hence, we always check the providers preference, if they agree, we directly serve them via secure email or fax as well.

Follow Up Calls

It is this piece of retrieval operations, where clients make the most out of our HIM offshoring services. Making timely follow up calls is the largest chunk of AM Infoweb’s business operations. Most of our staff is allocated to just making follow up calls for our retrieval clients.

Asking the right questions can make a world of difference, not only it reduces the turnaround time but also helps in creating a bond for further requests with the custodian. At this stage, we validate the receipt of request and the date it was received. We confirm the turnaround time and check if the facility is associated with any Copy Service for future follow ups.

Every information we receive is posted in the retrieval company’s proprietary software as “forward progression notes” which usually is visible to law firms or insurance companies directly. We believe in having a very friendly yet firm approach with custodians and express a sense of urgency with every follow up.

Custodian Payments

Payments can be tricky! There are several elements that one needs to be aware of while carrying out a successful payment transaction with the facility or a copy service.

Our associates are trained in examining every element of an Invoice such as, page count, date of service, invoice amount etc. We validate & negotiate the charges of each invoice in accordance with the state statutes, postage, etc.

When it comes to paying invoices, we understand that it takes time for a physical cheque to arrive at the facility and can potentially create a further delay in the release of records, hence, we try our best to make each payment online or over the phone using a credit or a debit card. If at all a provider insists on sending them a physical cheque, we raise the request for the onshore team to send it out from their end.

Production

Imagine handling multiple documents anything from prepayments, rejections, cost approvals, facility specific authorizations, invoices, medical records etc. These documents can be received via mail, fax, electronic fax, email and sorting these into specific categories can be time consuming and overwhelming.

Our production team has years of experience in handling such in coming paperwork by identifying and systematically sorting documents in client proprietary software in a specific location along with uploading these documents to the specific packet ID which then can be reviewed and processed by the other departments like the Billing/Payment teams, or by an Account Manager for further proofing post which it will be released to the end client.