Outsourcing Medical Summaries from an Offshore LPO Firm
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Outsourcing Medical Summaries from an Offshore LPO Firm

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Manthan Legal’s team of attorneys, paralegals and paramedical staff work round the clock to ensure that the personal injury cases move from intake stage to the demand letter stage in the quickest ...

Manthan Legal’s team of attorneys, paralegals and paramedical staff work round the clock to ensure that the personal injury cases move from intake stage to the demand letter stage in the quickest possible time. Most delays in personal injury and medical malpractice cases are in retrieving and processing medical records. Manthan Legal a leading LPO (Legal Process Outsourcing) solutions provider in Personal Injury Law firms space works for cutting down pre-litigation cycle time in quickest possible manner.

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Outsourcing Medical Summaries from an Offshore LPO Firm Presentation Transcript

  • 1. Manthan Legal Outsourcing Medical Summaries from an Offshore LPO Firm Presented by: Vrinda Vats email : vrinda.vats@manthanlegal.com Alternate email : marketing@manthanlegal.com www.manthanlegal.com © Manthan Legal 2013 www.manthanlegal.com
  • 2. Table of Contents Outsourcing of Medical Records Summarization (Medical Summaries) • Medical Summaries @ Manthan Legal • What We Offer under Processing of Medical Records • Types of Medical Chronologies that we deliver • Manthan’s role in the entire Case Cycle Process • Uploading Medical Summaries/Records @Manthan Legal • Process, People, Quality, TAT, Technology • Medical Summaries Process @ Manthan Legal • Data Security & HIPPA Compliance @Manthan Legal • Manthan Differentiator © Manthan Legal 2013 -2- marketing@manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing • www.manthanlegal.com
  • 3. Outsourcing of Medical Records Summarization (Medical Summaries) • Who can leverage outsourcing of Medical Records Summarization Manthan Legal Pioneers in Legal Process Outsourcing Medical records Summarization is generally required by Personal Injury (PI) law firms © Manthan Legal 2013 -3- marketing@manthanlegal.com www.manthanlegal.com
  • 4. Outsourcing of Medical Records Summarization (Medical Summaries) Contd.. • Benefits  Identify your firms key strengths and innovate Marketing Marketing Customer Customer Relationship Relationship Legal Legal Authority Authority Case Processing Case Processing (Medical Summaries) Your core differentiators Manthan Legal accelerator Manthan Legal Pioneers in Legal Process Outsourcing  Let your practice run all 24 hours  Ensure Scalability  Provide Cost Competitiveness © Manthan Legal 2013 -4- marketing@manthanlegal.com www.manthanlegal.com
  • 5. Medical Summaries @Manthan Legal “Manthan Legal is a Premier Legal Process Outsourcing firm built as an accelerator focused on summarization of medical records for PI law firms. Our mission is to double the case processing capability of our clients every 18 months.” Fact Sheet • Delivery center in India – Bangalore • Over 900 man-years of legal outsourcing experience in medico-legal services • Team of 250 people with 150 paralegals, 50 paramedic staff and 10 doctors/physicians Process and Metrics driven project management • Dedicated engagements with over 60 law firm clients © Manthan Legal 2013 -5- marketing@manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing • www.manthanlegal.com
  • 6. What We Offer under Medical Records Management We are providing a complete package for medical records retrieval and management Review of Medical Summary Prepare Chronological medical Factsheet Prepare Medical Summaries Peer Review Updation of Medical Tab © Manthan Legal 2013 -6- Identify the records Provide a gist of the records while filing the records in case management tools like Trial Works, Needles, Time Matters, etc. marketing@manthanlegal.com www.manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing Medical Records Management Requesting and following up with medical providers for medical records Document Organizing/Indexing Medical Records Sorting/Segregation Hyper linking/Pagination/Bate numbering
  • 7. Types of Medical Chronologies that we deliver • Document Organizing/Indexing • Review the records and provide the output in the form of simple verbatim chronology of treatment undertaken • General medical summary in SOAP format. Refer Samples of Medical Summary We also review the records for answers to specific queries from the law firm relating to Manthan Legal Pioneers in Legal Process Outsourcing specific incidents of negligence and deviations from defined standards of care. © Manthan Legal 2013 -7- marketing@manthanlegal.com www.manthanlegal.com
  • 8. Manthan’s role in the entire Case Cycle Process Stage 1: Intakes Stage 2: Information and Records • Receive new client calls and faxes  • Update database with client Information  Stage 3: Settlement & Pleadings Obtain personal history, records and case details from client   Set up treatment dates and appointments Draft demands for settlement Assemble docs and create exhibits Stage 4: Discovery And Pre-Trial  Interrogatories, RFPD, Admissions, Response to discovery requests  Draft motion for summary judgment Draft  Summarize Depositions pre-trial brief Prepare questions for deposition  • Welcome calls and initial correspondence with clients Stage 5: Trial Draft Request, receive, organize, summarize and timeline medical records  Draft summons and complaints • Draft pre trial motions, motion in limine appellate Briefs and exhibits Legal research using Westlaw, Lexis and drafting memos Manthan Legal Pioneers in Legal Process Outsourcing Case Processing Enabler Organizational Enabler Case Analytics, Marketing Support, New Age Media writing, Billing Support, Case Audits, Go Paperless support, Word Processing © Manthan Legal 2013 -8- marketing@manthanlegal.com www.manthanlegal.com
  • 9. Uploading Medical Summaries/Records @Manthan Legal At Manthan Legal we work directly on the law firm’s server by logging into their system. The medical Summaries remain in their system and the output is shared in the form of email or direct filing in the case folder. This is intimated to the concerned paralegal and attorney handling the case in the law firm. • In some cases, when the records are huge, we also receive the records through our dedicated FTP arrangement, which are fully secured. • We also have a dedicated and secured Dropbox to receive smaller records. Many of the law firms also transfer their files to us through their own secured Dropbox. Manthan Legal Pioneers in Legal Process Outsourcing • © Manthan Legal 2013 -9- marketing@manthanlegal.com www.manthanlegal.com
  • 10. Manthan Expertise Process, People, Quality, TAT, Technology © Manthan Legal 2013 www.manthanlegal.com
  • 11. Process Arrangement @ Manthan Legal Process Details Onshore Law Firm Offshore Manthan Legal 1. Case File collation 2. Document scanning 1 DB Scanner Legal documents 4. Lead Lawyer allocates 4 5. Assigned to executives 2 Live Folder 6. Organizing and Summarizing Archive Electronic Documents 7. End-of-day progress 8. Delivered to onsite team 5 Lead Lawyer 3 VPN, Remote Desktop Client Server VoIP phone Lawyers, Paralegals EOD 8 Onsite Legal team © Manthan Legal 2013 - 11 - 7 6 End of Day Report Report marketing@manthanlegal.com www.manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing Print 3. Uploaded to server
  • 12. Medical Summaries Process @ Manthan Legal Our paramedics after evaluating the records to be reviewed provides time and cost estimates to the law firm for approval In case of queries our paramedic/physician reviewing the records reaches out to the law firm attorney for clarification While delivering the summary, issues and incidents requiring the attorney’s attention are highlighted along with observations After the summary is delivered, we have a detailed call with the attorney for his observations © Manthan Legal 2013 - 12 - marketing@manthanlegal.com Once the approval is received, Manthan’s team reviews the records and delivers the summary to the law firm If further review is required, it is done and the revised summary is delivered to the law firm for its use www.manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing Project Kickoff Law firm sends the records for review through their Dropbox or through Manthan’s FTP folder/Dropbox
  • 13. People • People are the strength of our business and our greatest resource. Our Medico-Legal services team of 250 people includes – 150 Paralegals, – 50 Paramedic staff and – 10 Doctors/Physicians with rich experience and weighty subject matter knowledge and represent the best talents in the industry. Our paramedics are qualified nurses from premier nursing schools in India. All our paralegals are lawyers from top law schools in India and our physicians are also from leading medical colleges in India with sufficient practice experience. Manthan Legal Pioneers in Legal Process Outsourcing • © Manthan Legal 2013 - 13 - marketing@manthanlegal.com www.manthanlegal.com
  • 14. Quality Quality is of utmost importance in the delivery of our work product @Manthan. Our Stringent Quality Systems is benchmarked to ISO 9001. It is at o Process Level • Extensive documentation at 3 levels o Module o Submodule o Keystroke • Checks and balances for each process o o Statistical monitoring o Monitoring based on Employee performance People Level Manthan Legal Pioneers in Legal Process Outsourcing o Reviews by Quality team- Once the summary is completed, our second review team of paralegals glance through the same and if there are inconsistencies noticed, take the assistance of our doctors for finalizing the summaries. • Defined performance levels • Balanced Scorecard Technique • Active monitoring o © Manthan Legal 2013 - 14 - Retraining & Star performers marketing@manthanlegal.com www.manthanlegal.com
  • 15. Quick Turn Around Time (TAT) TAT We always adjust to the requirements from law firms that include immediate deploying of multiple resources depending on the quantum of records Manthan Legal Pioneers in Legal Process Outsourcing Premium services of quick TAT is also available © Manthan Legal 2013 - 15 - marketing@manthanlegal.com www.manthanlegal.com
  • 16. Robust Technology • Data Security – Secure access N odes • Use of VPN for remote connectivity Client Site Server Manthan Switch • Firewall for secure data transmission – Data security measures • No print capability Switch • No local caching of data • Scalable Infrastructure Switch VPN VPN Tunnel Tunnel Firewall Firewall Router – High-end servers Mode m Modem Router – Communication Bandwidth : 2 Mbps (+ 1 Mbps backup) – Strong Business Continuity measures Seamless Communication Manthan Legal Pioneers in Legal Process Outsourcing • – Internet Phones for live ‘one team functioning’ – Skype © Manthan Legal 2013 - 16 - marketing@manthanlegal.com www.manthanlegal.com
  • 17. Data Security & HIPPA Compliance @Manthan Legal © Manthan Legal 2013 www.manthanlegal.com
  • 18. Rigorous Data Confidentiality Nodes Server Client Site Manthan Switch 1. No local storage of data at Offshore location 2. Remote access of Client server only 3. Point to point Virtual Private Network (VPN) Switch Switch Firewall VPN Tunnel 4. Highest degree of data encryptation 5. Firewalls to ensure IT systems protection Firewall Mode m Modem Router 6. Strict NDA between Manthan and its employees 7. Restricted access to workspace area to Client’s dedicated team only Summary: Data does not leave the client servers ! © Manthan Legal 2013 - 18 - marketing@manthanlegal.com www.manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing Router
  • 19. IP protection and confidentiality – Multiple Levels IP protection policies and procedures exceed industry standards: o o o o • IT security Physical security People level – employee data security policies IP protection policy No data transfer to Manthan : complete data security o Setting up segregated work environments: • At work station level – Dummy terminals – isolated from Manthan corporate network, and from shared network services (file servers, print servers) – Enabled through VPN, Remote Desktop Connection • • Company-wide IT policy – Passwords changed frequently – Strict authorization protocol Manthan Legal Pioneers in Legal Process Outsourcing • Adherence to BS7799 data security standards © Manthan Legal 2013 - 19 - marketing@manthanlegal.com www.manthanlegal.com
  • 20. HIPPA Compliance Manthan Legal strictly follows the HIPAA Privacy Rules while saving, accessing and sharing of medical and personal information of end clients with strict administrative, physical and technical safeguards in place. • Physical safeguards include limited facility access and control, with authorized access in place for use and access to workstations. • Technical safeguards include access control to only the authorized personnel to access the medical records relating to the end client. Access control includes using unique user IDs, an emergency access procedure, automatic log off and encryption and decryption. As a matter of practice, the unique user IDS are changed every 15 working days to maintain confidentiality. • Tracking logs are maintained to keep records of activity on the workstations and on access to end client records. • We have strict technical safeguards in place to protect against unauthorized access while transmitting data back to the law firm. We always use our own or the law firm’s dedicated drop box/FTP for transfer of end client data. • Once the review is complete, the medical records are deleted permanently from our server by our authorized trained personnel for the purpose. © Manthan Legal 2013 - 20 - marketing@manthanlegal.com www.manthanlegal.com Manthan Legal Pioneers in Legal Process Outsourcing •
  • 21. Manthan Differentiator • Specialist in Medical Summary • • • • We summarize and analyze the medical records. This analysis helps understand the documents in the context of the case We assure a 5 day turnaround in most cases, as we have a large team of trained para-medical staff We share industry best practice templates for each summary type or can adapt to your format of summaries Till date, we have processed 1.2 million pages of medical records for summaries and analysis • Strong integration of technology and operations • Services spectrum to serve entire support requirements of a law firm • • Delivery model of custom dedicated team is strong value for clients • • Data Security Scalability with control © Manthan Legal 2013 - 21 - Manthan Legal Pioneers in Legal Process Outsourcing • Legal, paralegal, secretarial, IT, back office Strong proposition of being able to support across practice areas of litigation and non-litigation marketing@manthanlegal.com www.manthanlegal.com
  • 22. Thank you! © Manthan Legal 2013 www.manthanlegal.com