A Rigorous Focus on the Future + Tailored Release of Information Solution Delivers Transformative Results

Luke Burkey, Director of Product Management for our Release of Information (ROI) Platform, says one of our ROI solution’s key differentiators is that our team is both rigorously focused on the future while striving to maintain what he calls “backwards compatibility.” 

With an eye on the future, our team is developing technology to automate continuity of care requests as much as possible. At the same time, our team–including engineers and ROI specialists working in the field–is determined to integrate older technology into a more seamless ROI workflow. They’re on the verge of launching a feature that will automate both the ingestion and fulfillment of ROI requests via fax. 

Burkey says that when tailoring an ROI solution to best meet a customer’s needs, completeness of support matters. For Moxe, that means both working with less-than-ideal existing technology as well as developing our technology to support continuity of care requests.

“The reality is, a significant number of ROI requests still come in via fax: some reports suggest upwards of 20%. We recognize the fax machine is not going anywhere anytime soon, no matter how much those of us working to improve the exchange of data in healthcare wish that wasn’t the case,” Burkey says.

The ability to support existing technology while also keeping one eye on the future is part of what sets Moxe apart in a field that’s eager to improve the future of ROI, but perhaps not always as willing to tailor their solution to meet customers where they are today. 

Here are four more things that make our ROI services a true standout in the field: 

• Our ROI specialists are the best of the best. While many industry players use offshore labor to fulfill ROI requests, all of our ROI specialists are based in the United States. That means your data stays in the U.S., too. 

“Our experts are always thinking about how they can be more productive for the client,” Vice President of Provider Partnerships Brandy Smith says. ROI specialists also closely collaborate with our engineers, helping inform product enhancements. “We have a one-team mentality, and our customers benefit from our team’s close collaboration,” Burkey says.   

• We tailor our solution to meet your needs. “We take a white glove approach to our customers and put them first,” Smith says. Whether fully outsourced or a hybrid model, remote or onsite, you choose the approach and we deliver a solution designed precisely for you. We can manage the coordination, extraction, and delivery of ROI requests across a range of responsibilities–everything from opening incoming mail and answering phone calls to creating and collecting invoices and managing disclosures. 

• Our digital-first solution supports high levels of automation and top-notch data security. Moxe started as a digital-first, direct connection solution. “Our Chart Retrieval solution is the foundation on which we built our ROI platform. Having that foundation is a huge advantage,” Burkey says. Our digital-first solution collects data through a series of API calls and only shares information that the requestor should receive. 

• Transparency is one of our core values, and it shows. Our near real-time reporting allows our customers to easily view key request details, including status, turnaround time, and completion rate. Customers can use Moxe’s interactive dashboard, which was revamped and rolled out at the end of August, to get the data they need, when they need it.

Image 1. In this view, users of our interactive dashboard can see the status of every request, when it was received, and when it was delivered. 

“How Release of Information should work”

Just a year after implementing Moxe’s digital-first, privacy-centric ROI solution, one regional health system–we’ll call them health system A–has seen the value of combining powerful technology with experts in the ROI field. 

“I feel like the Moxe team cares about what our outcomes are . . .I now understand how Release of Information should work.” 

After one year of working with health system A, our ROI solution has:

• Increased staff productivity: Our technology + experts have responded to over 27,000 requests, saving 5,647 manual hours.
• Improved turnaround times: The average request turnaround time is now 1.5 days, down from 7-8 days before we came onboard. 98% of in-scope requests are now responded to in less than 10 days. 
• Provided greater transparency and bolstered trust: Our transparent reporting dashboard allows the team to quickly see where requests stand and filter to see the data they need, when they need it. They can see who, for what, and how much we’re billing. 

Health system A reports they are grateful for the partnership approach we take and the care with which we handle their data. Their HIM Manager said, “I feel like the Moxe team cares about what our outcomes are . . .I now understand how Release of Information should work.” 

Focused on the future of Release of Information

We want to step into every use case our customers have and relieve as much of the administrative burden as possible. 

While some data exchange providers shy away from taking on the full business of ROI for a health system, Moxe is working to automate an increasing number of use cases, including continuity of care and courtesy requests.

“The more we can automate chart retrieval and data ingestion, the more use cases we can support and the better we can serve our customers,” Burkey says. 

Ultimately, as we look to the future and the demand for clinical data only continues to grow, our desire to be wherever there’s a need for clinical data remains. We’re grateful to the partners who trust us to help them exceed their ROI goals and dream big with us about what the future of ROI can look like. 

Ready for more on Moxe?

Interested in learning more about Moxe’s ROI solution? Download our ROI Services overview below or send us an email hello@moxehealth.com.