Requester Relations

MRO is dedicated to enhancing the ROI request process for healthcare providers and medical record requesters. In an effort to reduce phone calls, enhance customer service, improve turnaround time and provide customized solutions to fit requesters' unique needs, MRO offers each requester the following:

  • "Request Receipt Notification" or "Notification of Problem" via fax within hours of a request being logged into the ROI Online system
  • Unique tracking numbers for each request and access to www.roilog.com to check request status
  • A Call Center staffed by professional customer service representatives

“Our large volume social security disability practice depends on the ability to retrieve medical records quickly. Working with other copy services and providers is very labor intensive; multiple follow-up calls are required to confirm receipt of our record requests, to verify record processing, and to resolve billing issues. MRO, in the alternative, has made retrieving records efficient and easy! MRO notifies our office when a request is being processed, and then again when the request is complete and the invoice is available. Once the online payment has been made by our office, the medical records are accessible online within seconds. Furthermore, MRO’s customer service staff is exceptional, going ‘above and beyond’ for our clients on numerous occasions. MRO has proven to be an essential and beneficial resource that I would highly recommend.”

Eric A. Shore
Law Offices of Eric A. Shore

In addition, the MRO Requester Portal is a free service enhancement for requesters that helps them to manage the ROI request process in a secure, online environment. MRO Requester Portal includes the following features:

  • eStatus - ability to electronically track requests sent to any healthcare facilities in the MRO network
  • ePay - ability to pay for requests online and simultaneously manage multiple credit card and electronic
    check payments
  • eDelivery - ability to download records as a PDF after making payment
To learn about other ways MRO is streamlining the ROI request process, click here, or visit our contact us page for more information.