UCI Doctors Care Case Study
UCI Doctors Care Case Study
RecordQuest brings the power of a large organization with the
attentiveness of a small business.
UCI Doctors Care is the largest urgent care company in South Carolina with more than 50 locations.
When UCI initially contacted RecordQuest, they had a backlog of approximately 10,000 requests – many
sitting unprocessed for months. They had recently converted to a new EHR system and paper records
were still prevalent in many of their locations. Due to the extreme backlog, they were not even attempting
to recover their costs by invoicing for the work they were doing. It was the “perfect storm” from an HIM
Department’s perspective. Recognizing the compliance implications of a severe backlog, they knew they
needed help.
UCI opted for RecordQuest’s Share ROI Service – a service model where in-house staff responds to
requests utilizing RecordQuest’s software and RecordQuest handles QA and fulfillment. This service
works well when the practice has strong internal controls and workflows. RecordQuest implemented its
proprietary software which streamlines the ROI process by reducing manual data entry and easing the
compilation and submission of records. While this helped some, after months of trying, UCI was not
making enough progress. Software alone was not going to solve their workflow issues and
overcome the backlog.
To address the problem, RecordQuest dedicated management and labor to assist UCI with training staff
and rebuilding workflows – at no cost. After the additional training and help, tremendous
progress was made. UCI was able to work their way down to a compliant 30-day turnaround. While the
progress was impressive, there was still an opportunity to do more.
RecordQuest has been a tremendous partner over the years. Their leadership’s support is unmatched. They listen and truly do everything in their power to customize your experience and meet your company’s specific needs. They were able to assist us in transitioning from a paper process to an online electronic portal request platform embedded into our company’s website. Their IT has been extremely helpful anytime we have had challenges during the implementation process of the request platform as well as user issues. IT has been able to troubleshoot promptly and work with our internal IT team to conquer any issues. RecordQuest is truly flexible and able to be creative.
-Crystal Isreal, UCI Doctor’s Care, Compliance and Privacy Officer 2022
It was around this time that Crystal Isreal was hired as UCI’s Compliance/Privacy Officer. Crystal made
it her mission to root out any remaining inefficiencies within UCI’s release of information workflow. She
quickly identified the intake process as being too cumbersome. Taking advantage of the collaborative
relationship between UCI and RecordQuest, she asked if RecordQuest would build a site where patients
and third-parties could electronically upload their requests. Seeing the potential of this idea,
RecordQuest’s development team shifted into high gear and built a best-in-class Request Portal in only six
weeks – not just for UCI Doctors Care, but for all its clients. This web-based application guides requesters
through a simple and intuitive process and pushes the resulting requests directly into RecordQuest’s main
platform. After heavily promoting the Request Portal on their website and through email
communications, UCI saw a patient and third-party adoption rate of 75% on average.
Our technology and understanding the dynamics of healthcare facilities, while being able to listen to our
client’s needs and solve their problems, are what make our partnerships successful
-Nigel Williams, former RecordQuest Compliance Officer
After nearly a decade of partnership, UCI Doctors Care and RecordQuest exemplify the power of
cooperation and collaboration. UCI’s streamlined processes, coupled with RecordQuest’s software and
services, have enabled them to process an average of 1,200 requests per month, keep turnaround times
under 24 hours, and increase revenue by 24% – with only three full-time employees.
RecordQuest is an incredible partner for our organization and has been such a pleasure to work with. They are flexible, listen to our needs, and use creativity to assist us with accomplishing any task that we are attempting to achieve. We have been able to increase our paid requests by 36% annually with a 24% increase in revenue. Their revenue percentage sharing is fair and they are dedicated to maintaining compliance with all applicable rules and regulations. We look forward to maintaining a relationship with this business for many years to come.
-Crystal Isreal, UCI Doctor's Care, Compliance and Privacy Officer 2022
Results
24
hour turn-
around time.
24%
Increase in
yearly revenue
3,000+
Requests
processed per
month.
75%
of patient and third-party
requests
electronically received
