How to Outsource Medical Records Retrieval for Personal Injury Firms

Medical records retrieval is one of the most time consuming and frustrating tasks in personal injury practice. Every case depends on complete medical documentation, but getting records from hospitals, clinics, imaging centers, and specialists often involves weeks of phone calls, faxes, and follow ups. For firms handling a high volume of cases, the administrative burden of chasing records can slow down case progression and delay settlements.

Outsourcing medical records retrieval to a trained virtual assistant or dedicated support team can free up your paralegals and attorneys to focus on case strategy, client communication, and settlement negotiations. Here is how to do it effectively.

Identify What You Need Before You Delegate

Before handing off records retrieval, take stock of what your firm needs from the process. At a minimum, your outsourced team should be able to draft and send medical authorization forms, submit records requests to providers, track the status of each request, follow up on outstanding requests, and organize received records by provider and date of service.

Create a checklist or standard operating procedure that documents your firm's process so that the person handling retrieval knows exactly what is expected at each step.

Choose the Right Support Model

There are a few ways to outsource medical records retrieval. Some firms hire a dedicated virtual assistant who handles records for all cases. Others use a shared assistant who splits time between records retrieval and other administrative tasks. The right model depends on your case volume and the complexity of your records needs.

For firms with a steady flow of personal injury cases, a dedicated records retrieval assistant is usually the most efficient option. They develop relationships with provider offices, learn the quirks of different records departments, and build a rhythm that keeps requests moving forward consistently.

Set Up a Tracking System

A reliable tracking system is essential for outsourced records retrieval. Your assistant should maintain a log or spreadsheet that records the provider name, date of the initial request, method of submission, follow up dates, and the date records are received. Many firms use their case management software to track this information, but a supplemental spreadsheet can provide an at a glance view of outstanding requests.

The tracking system should be updated in real time so that attorneys and paralegals can check the status of any request without having to ask.

Provide Templates and Authorization Forms

Your outsourced team will need access to your firm's HIPAA compliant medical authorization forms, cover letters, and any provider specific request forms. Prepare a template library that includes these documents with instructions for completing them. The more standardized your templates are, the faster your assistant can process requests and the fewer errors will occur.

Include instructions for handling common scenarios such as providers that require their own authorization forms, facilities that only accept requests by fax, and offices that charge copy fees upfront.

Establish a Follow Up Cadence

Records requests often stall without consistent follow up. Set a standard follow up schedule for your assistant, such as calling or faxing a follow up every seven to ten business days after the initial request. Document the follow up policy in your SOP so that your assistant knows exactly when and how to follow up.

Persistent follow up is what separates firms that get records quickly from firms that wait months. A dedicated assistant who follows a consistent schedule will keep your cases on track.

Review and Organize Records Upon Receipt

When records arrive, your assistant should review them for completeness, organize them by provider and date of service, and flag any gaps. Missing records or incomplete files should trigger an immediate follow up request. Organized records make it easier for attorneys to review medical evidence and prepare demand packages.

How DocketHire Supports Medical Records Retrieval

DocketHire provides trained virtual assistants who specialize in medical records retrieval for personal injury firms. Our team handles the entire process from initial request through receipt and organization, so your legal staff can focus on building strong cases and serving clients. If records retrieval is slowing your firm down, we can help you build a faster, more reliable process.