Why Human Touch Still Matters in Release of Information

Moxe recently expanded our Release of Information (ROI) solution to include best-in-class ROI experts, in part due to feedback from our customers. Our customers saw the transformative power of our digital-first solution and loved working with our team, but required a more comprehensive offering that could solve the myriad of challenges they face. We heard first-hand the need they had for experts to help navigate ROI use cases that are often more difficult to put on auto pilot, like care coordination, legal, and worker’s compensation, for example. 

Several months into providing a full-service ROI solution that combines technology and expertise, we’ve further realized how instrumental the human touch is. Having true ROI experts— those who have made ROI their career—by your side as a partner ensures organizations can develop ROI programs that meet the demands of today, while future-proofing them for tomorrow.

We recently sat down with four of our most seasoned ROI experts—they have over 100 years of combined ROI experience—to talk about what they’ve learned as we’ve rolled out our full-service ROI solution. The biggest takeaway: In a field where automation is transformative, and required, human touch is still critical.

Why having the right experts on your ROI team matters

1. Patient privacy matters. A surprising number of ROI vendors use offshore labor. Why is this surprising? Our ROI leaders say their role, in a nutshell, is to protect patient privacy. Offshore workers often don't have the right training or the expertise to comply with U.S. healthcare privacy rules. Perhaps even scarier, data that ends up abroad may not be subject to U.S. laws, including those meant to protect patient privacy and ensure data security. Because of this, all of Moxe’s ROI experts are U.S.-based; we never send customer data offshore.

    

   We have a team of dedicated ROI experts whose primary focus (and love!) is patient privacy. They stay on top of evolving state and federal laws that affect patient privacy and frequently consult with our customers’ teams to ensure their workflows and processes reflect the most current privacy-related laws and regulations. We love having experts on our team that our customers equally love and appreciate.

2. ROI regulation is ever-evolving. Our ROI experts remember what ROI was like when patient charts were on paper. “Imagine a great big room with nothing but folders,” one expert said. “When a request came in, you had to go hunt down the chart, find the note you wanted, wait in line at a copy machine, scan and send the note, and then go put the chart back in that room full of folders. Your desk could have hundreds of charts sitting on it.”

    

   While the shift from paper-based to digital records certainly transformed ROI, it’s still evolving, especially as the healthcare industry works towards increased interoperability. All of our experts say that one of their customers’ biggest pain points is trying to keep up with evolving laws and regulations. When customers partner with our experts, they can feel confident that they are working with people who are current on all laws and regulations that affect ROI.

3. Request volume is increasing, while budgets are shrinking. We know that audit volumes are increasing across the industry and we see it with our customers. One Moxe expert  estimates audit requests have nearly doubled for one of her customers in the past 10 years. The volume increase highlights the importance of a digital-first solution that can help balance the growing demand for clinical data, but identifying when and how to use technology effectively can be challenging. Our ROI team can help customers determine which requests can be automated and which could benefit from, or still require, the human touch. 

    

   Recognizing the financial challenges facing so many healthcare organizations today, maximizing customer value is a top priority. Our technology-powered solution, combined with our best-in-class experts, allows us to serve customers with fewer resources, while ensuring high quality services they can trust.

    

   As we recently shared on our buy, build, partner framework blog, removing administrative waste from healthcare, rather than adding to it, remains our core mission. It drives us to improve quality and efficiency, while maintaining cost-effectiveness.  

4. Technology can do a lot, but not everything. Our innovative platform can acquire, manage, and deliver clinical data to fulfill requests across many use cases, but there are still those that need manual intervention. You want an ROI expert that deeply understands requestor and patient rights. “In ROI, we sometimes need to educate law enforcement, attorneys, patients, and others who are seeking access without authorization or the correct authorization,” one of our experts said. When you have a team that can do this, the whole ROI process goes more smoothly.

5. When it comes to ROI, one size doesn’t fit all. The right experts will partner with you to design a solution tailored to your unique needs today and position you for success tomorrow.  When you partner with us, we don’t offer a one-time implementation of a rigid ROI solution. As laws, regulations, and volumes continue to evolve, we’ll be by your side to ensure your ROI solution evolves with your business objectives.

6. The right experts can advocate for you. One of our customers recently shared how happy they’ve been with Moxe’s team and our level of expertise. As a smaller community health system, they simply did not have the staff available to be fully dedicated to ROI, APIs, and technology in general. By partnering with Moxe, they had trust that their data is in the right hands and did not have to burden their staff with the complexities of releasing the right data to the right requestor. Our approach means customers feel confident that we can effectively advocate for their needs within the complex, evolving ROI landscape.

7. Trust matters. “We have the expertise and humility to know that while we’re a perfectly positioned ROI solution for a good chunk of the market, we’re not going to be the best fit for everyone,” one expert said.

    

   As we talk to prospective customers, part of our conversation includes determining whether we’re the right fit for their needs. Understanding the outcomes they want and having the right people in the room on both sides before a decision is made ensures we can effectively evaluate.

    

   “When we decide we’re not the best fit and communicate that, I’ve found that customers are very appreciative of our honesty. They’ll often say, ‘Even though you’re not the best fit today, we hope to work with you in the future.’ Of course, we all want to do business with people we can trust,” he said. 

Closing thoughts 

We’re excited to see how our team of ROI rockstars will not only help our customers continue to build best-in-class ROI programs (and relieve a lot of stress along the way!), but also how they’ll continue to contribute to the future of the ROI field more broadly. 

Ready for more on Moxe?

See how we stack up against the competition. Check out our Comparison Guide.