Status calls are a drain on your staff’s time

One of the most common complaints ScanSTAT hears from medical practices is that they receive calls all throughout the day from medical record requestors asking for status updates. We understand that these calls become frustrating because they take your time away from other important tasks and—most importantly—patient care.

In this FAQ, we’ll share with you how you can remove this burden off of your practice. We guarantee that working with ScanSTAT will drastically decrease the number of record request status calls coming into your office! Keep reading to learn how we work with you to make this happen.

How To Reduce Call Volumes

ScanSTAT can take on all of the calls that come into your office requesting status updates. We save your team from having to deal with aggressive medical record requestors and lawyers. Another added benefit is that you won’t need to worry about interpreting state and federal regulations that might play into these calls. We’re HIPAA compliance experts—we live and breathe medical record workflows and HIPAA regulations.

We reduce the number of calls coming into your organization.

ScanSTAT is able to see deeper into the status of a request so we see more than just a brief character-limited notation that has been entered into the EHR. This allows us to give the requestor a complete and accurate answer the first time. For example, if the requested records have been researched, pulled and assembled and the only thing outstanding is the payment, our internal systems show us this level of detail. We not only ensure payment is made before release records, but we also confirm each release is compliant with HIPAA and that the required forms are complete before we’ll fulfill the request.

Additionally, our relationships with numerous requestors and payers also helps to ensure timely completion of requests. We already have special distribution and billing agreements in place to assist many of these types of organizations—streamlining the process. When you send callers to ScanSTAT, you’re decreasing the the overall time spent on release of information, improving requestor and patient satisfaction.

Get rid of phone trees for your requestors and patients.

If your requestors are calling into ScanSTAT, they’ll never have to navigate a phone tree system because a member of our Customer Care team is always available to answer calls between 8 a.m. to 5 p.m. CST. If your requestors reach out to us via email, we’ll respond within two hours or the following business day if it’s outside of normal business hours. The only time our team takes a break is from 12 p.m. to 1 p.m. CST—they use this time to eat lunch, attend meetings or receive training. All voicemails and emails received during that time are returned within two hours of receipt. Also, language barriers aren’t a problem because we have bi-lingual staff on our Customer Care team.


How do I “Defer to ScanSTAT?”

Once you become a ScanSTAT client, this process is very simple! When you receive a call from a medical record requestor asking for a status update or other information regarding a request, simply reply, “Please call ScanSTAT.”  By educating your requestors about your relationship with ScanSTAT and providing them with our phone number or email address, you’ll dramatically reduce call volumes and the time you spend on these calls. Keep in mind, these callers can be aggressive and are trained to push to get as much information as they can from you at the lowest price possible. They may be calling your office to try and receive the records for FREE, burdening you and your staff along the way.

Find out how to get started with ScanSTAT by requesting our full Implementation Overview.

Learn more about ScanSTAT 

ScanSTAT looks forward to learning more about your business. We want to help you reach your goals by helping you improve patient, employee and requestor satisfaction. Not to mention, you’ll have more efficient workflows and save money. Get in touch with us today! Call us at 866-422-9026 or contact us via the web.