Frequently Asked Questions
Patients and Healthcare Providers
Who is MRO?
MRO handles the secure, accurate and efficient fulfillment of Release of Information (ROI) requests for patients and providers alike.
For patients, this means you will interact directly with MRO when you need to access your medical record files. Your provider has put their trust in us to handle your ROI requests. You can be confident that our dedicated customer service team is ready to help you.
For providers requesting records, this means you can depend on MRO to handle ROI requests in a secure and compliant fashion with every interaction.
How do I submit a new request for medical records?
To learn how to submit a new request, contact MRO directly in one of two ways:
- Email us at firstname.lastname@example.org.
- Call us at 610-994-7500.
How do I complete a request form?
If someone other than the patient has signed, please state your relationship to the patient (e.g., Health Care Power of Attorney, Parent, Executor). Further proof of relationship may be required by the facility. If any other clarification or information is needed, MRO will notify the requester.
What is the typical turnaround time for a medical record request?
Requests are processed in the order they are received. The processing time will vary depending on the file size, location of the records, and what information is being requested.
How do I make a payment?
You can make a payment in any of the following ways:
- Pay with major credit or debit cards at ROILog.com. You will need your tracking code and request ID number.
- Call MRO at 610-994-7500.
- Mail a check, payable to “MRO” and send to MRO, P.O. Box 6410, Southeastern, PA 19398. Please include the invoice number on the check.
How do I check the status of an existing medical record request?
You can check the status of an existing request in one of three ways:
I’ve lost my request ID. How can I check the status of my request?
Please contact MRO at 610-994-7500. Our representatives will be able to look up your request by patient name and date of birth. They will also provide you the request ID number for future use.
How do I send in completed forms to update an existing request?
Email us at email@example.com, or fax us at 610-962-8421.
Is there a way to expedite my request more quickly?
Requests are processed in the order they are received. In the event records are required more expeditiously, please email firstname.lastname@example.org or call us at 610-994-7500. Our representatives would be happy to assist you further. Please note we cannot guarantee the turnaround time as it will vary depending on patients file size, location of the records, and what information is being requested.
What happens if I receive a notice of an issue/denial letter?
At the bottom of the notice there will be detailed instructions on what will need to be sent into MRO for us to proceed with your request. If you have questions regarding the notice, please email email@example.com or call us at 610-994-7500.