Account Executives
Each of our clients enjoys the convenience and service of their own dedicated Account Executive. Each Account Executive is responsible to ensure that the record requests of each of their clients are progressing quickly and accurately. Our Account Executive team is made up of individuals that are extremely knowledgeable about the record procurement process. They have an intimate understanding of the legal intricacies involved, as well as the internal processes of the facilities we work with. They also work very closely with each client to come to know their specific requirements and preferences.
This single point of contact allows us to more fully implement our Relationship Based business model. The comfort and trust that is developed between client and Account Executive is vital to a successful working relationship.
While the Account Executives serve as the main point of contact between our clients and staff, they have a whole team of people throughout our organization that they coordinate to provide the very best service in the industry.
New Orders
The success of an order for records is often directly related to how it begins. Making sure the information we have, what we need, and where we are going is critical to obtaining records effectively and efficiently.
The New Orders Department has the responsibility of reviewing each of your new record requests. Included in that process is:
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Ensure all required information relative to the case and request is obtained
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Guarentee all information is accurately input into our Record Request Management System
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Research and verify each location records will be obtained from
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Review each request in order to eliminate duplicates and combine multiple requests (when appropriate) in order to control client costs
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Prepare authorizations to be sent for signature, including information relative to the scope of the request
All this requires detailed knowledge of each clients needs and preferences to ensure their particular needs are being met effectively.
Requests
Critical to obtaining records accurately and efficiently is the quality of the Subpeona, NOI and Letter requests. As facilities have gained knowledge and sophistication, a new level of attention to detail is required when requesting information.
Our Requests Department has the critical responsibility fo preparing all Subpeona, NOI and Letter requests for records. This requires intimate knowledge of not only our client's needs and preferences, but those of the many facilities we work with as well. Included in this task is:
The tight deadlines we keep, along with the very large volume of requests sent puts speed and accuracy at a premium. We are proud of the standards we have set, and look to exceed.
Call Backs
Helping locations to understand the importance of producing information for our clients, and ensuring that any issues are addressed quickly and accurately is the responsibility of our Callbacks Department.
Each request for records we send is followed up on within carefully determined time frames to ensure the request was received and is being processed. Questions and concerns arise at times. Our skilled and knowledgeable staff is prepared to answer any questions, and provide any additional information necessary to obtain the needed records.
Our relationship based model allows us to build excellent working relationships with facilities, learn their internal needs and procedures, and draw upon those relationships to make sure your requests are acted upon quickly.
Our ongoing training and development program helps to ensure that our staff has the skill set necessary to answer questions, or overcome objections, with tact and professionalism.
Fees
Our Fee's Department has the tremendous responsibility of ensuring that record retrieval costs are managed within the guidelines of our client's specifications. This includes:
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Verifying that custodian fees are being calculated according to all applicable laws
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Obtain client fee approval of all fees above stated doc caps
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Working with facilities at adjusting scopes to meet client cost requirements
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Provide accurate and timely fee approvals and/or fee payments when necessary
Working closely with our clients to control costs is a vital responsibility, and one that we take very seriously. Our staff is dedicated to making sure that the costs associated with record retrieval are reasonable and manageable.
Records Processing
The Records Processing team is tasked with preparing all records that are obtained for your review. Ensuring the accuracy of the record fulfillment is a critical aspect of this. Our process includes:
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Verify incoming records are within scope
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Records digitization
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Page number of Bates stamp
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OCR records
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Print and bind hard copy's
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Upload digital records to secure website
Speed and accuracy are key attributes of our Records Processing staff. On average, in excess of 12,000 pages are processed daily. Keeping the process efficient helps ensure that we are able to meet our client's needs at a price they can afford.
Billing
Our Billing Department is a crucial component to the processing workflow. Not only are they responsible for preparing invoices for all records, including ensuring all charges are verified and pricing is accurate, but also performing our final Quality Audit. This audit is to ensure the records were received correctly, processed correctly, and are being provided according to the specifications of each individual client.
The final step of the process is to notify our clients that the records are ready for review through our secure online database, and are shipped.