FAQ
How can I request my medical records?
Refer to website to download authorization form. Patients may send in their requests via Fax, E-mail, or standard Mail.
What are the timeframes for priority levels on STAT, URGENT, and ROUTINE?
STAT - Same day/one day
URGENT 3-5 days
ROUTINE - 14 business days
Two points (Name + DOB most common)
Where can you find the answers and resources for many of your questions?
SharePoint!
A caller wants to request medical records from their recent visit to Northwest Radiology. What do you do?
Our team provides centralized medical records for UW Medicine. Northwest radiology has their own medical record line. Provide their # and connect them.
Can patients pick up records in person?
No!
What do you need to be mindful of when changing the priority level?
Manually changing the 'Date Needed' section to match the priority range and notifying ROI Questions
What is CIOX?
CIOX is a third party processing team. They help the ROI Processors.
What is the FAX number for ROI Medical Records?
206-744-9997
Where would you navigate if a caller wanted to be connected to a specific clinic after speaking with you about their records?
The Contact Center Grid
How can I receive my medical records?
Records can be sent via MyChart, fax, paper mail, or by e-mail when requested with a valid E-mail Agreement.
When can you change the Status in the Release Module?
After taking a credit card payment
What should you do if you can't find the patient in the release module, but you find a scanned authorization under the media tab?
Email build team with Name, DOB, MRN#, with date and time it was uploaded into the Media Tab.
A patient asks if they can have their medical records emailed. What do you advise?
They will need to fill out an Email Agreement form and provide the contact details on their authorization.
A patient asks if you can mail them a physical copy of an ROI form. How do you get that to the patient?
Email to ERHI Operations at ERHIOPS@UW.EDU and someone from their team will get it mailed out.
Someone calls after receiving their invoice and asks to cancel the request. What do you advise?
We have already worked to complete this request, I can cancel the delivery to you, however, the invoice is valid and we cannot waive the fee for our service.
After you collect payment for an invoice, what are the actions steps needed?
Apply Payment in EPIC, Change Status to 'Ready for Pickup' and send an email to ERHIOPS@UW.EDU with the proper email template.
Who does not have to pay for medical records?
What documents are needed for requesting a deceased patients records?
OR: a living will for the estate, naming the requester as the executor of the estate, and copy of government issued ID, will be the next best document.
A caller states that they received the incorrect patient records, who do you notify and how?
Send email to ROI Questions - ROIQUESTIONS@UW.EDU with release ID and details.