Medical record retrieval

Traditional Attending Physician Statements (APS) have been a part of the standard risk assessment process for decades. However, it can be cumbersome, time-consuming and costly. It’s a common pain point for both home office underwriters and life insurance agents – extending the policy issue cycle time into weeks.  It requires multiple contact points with physicians and applicants to obtain the information from the medical facility.

The frustration we hear about the APS process has resonated through our annual Customer Satisfaction Survey. Over the past three years, APS time-service and service quality continue to fall short of expectations. As a result, we have made it a priority to identify ways to improve and invest in this process, to help make it a simpler and faster solution. 

Here are 4 ways we are investing in our medical record retrievals to improve the overall process  

Real-time medical record results – Through LabPiQture™ and medical claims data, insurers can receive up to seven years of historical laboratory testing results. These results are retrieved in near real-time, allowing insurers to make decisions quickly and confidently. From physician-ordered testing results to doctor specialties, insurers receive a comprehensive report detailing past laboratory tests.

The nature of LabPiQture real-time access provides our partners the ability to incorporate medical records in an accelerated workflow or a full underwriting workflow. Recently, during the COVID-19 pandemic, insurers have adopted LabPiQture as an alternative to a paramedical exam. If the LabPiQture report does not provide sufficient information, it can be triaged into a full underwriting workflow.

Electronic Health Records (EHR) – Now with a connection to leading EHR providers, ExamOne has direct access to electronic medical records. Through this integration, physicians listed in the EHR database will be identified and the APS request will be routed to the EHR system, reducing days to weeks off the APS request wait time.

Direct connection to copy service – One critical component of the process affecting the APS turnaround times is the copy services contracted to release records on behalf of the provider. We have secured direct connections that allow us to bypass the doctor/provider and reach out directly to the copy service. This reduces the number of calls and wait time in reaching out to the physician’s office and improves the overall communication/status process.

APS Summary – Through a partnership with Aosta Insurance Services, we are leveraging their technology to provide a summary of any medical file. This tool is directly integrated into our retrieval process, eliminating extra connections and reducing turnaround times. This summary service reduces the time spent reviewing each individual APS, allowing insurers to spend their time in other areas.

A few tips that could help improve time service and overall quality of the APS orders:

  • Provide the full name and address of the physician or medical facility where records are being requested
  • Provide the HIPAA authorization at time of ordering
  • Provide the applicant email address that can be utilized should the medical facility require a special authorization. ExamOne will forward the appropriate form directly to the applicant for signature

Our goal is to help alleviate some of the pain points insurers and agents feel when it comes to an APS. Applicants are making the important decision to purchase life insurance, and we want to make the process as easy and rapid as possible, for you and for them.

Note: ExamOne requires prior written consent from insurance applicants, which appears in the HIPAA- compliant authorization that is part of the insurance application. The authorization must be signed and dated prior to accessing the information.

Thankful for collaboration within the life insurance industry

by Kem Snavely Frost on September 23, 2020

During Life Insurance Awareness month, it’s an appropriate time to reflect on the impressive collaboration within our industry. Many advancements have come from group efforts involving client partners, vendors, and professional peers – ultimately benefiting more people and organizations.

ExamOne’s John Reynolds, Senior Vice President, Strategy & Business Development, has been active in the life insurance industry associations for more than 20 years. He knows the dedication it takes, above and beyond your 9-to-5 job, to give of your time and knowledge to help the greater goal of continually enhancing our industry.

“There is so much experience and expertise in our industry. I am thankful that this collective group collaborates amongst peers and partners, across organizations. We recognize that by working together, we will help keep the life insurance industry moving forward with innovation and technology. Thank you to everyone who lends their time and talents to our industry organizations and committees. Together, we are making changes.” – John Reynolds

Even during these “new times” of Zoom meetings and virtual conferences,  ExamOne employees are still actively working with industry peers by being involved in organizations – such as NAILBA, AHOU, LIDMA, and NAIFA. Whether it’s developing educational programs, serving on boards and committees, or presenting on webinars, our people continually strive to contribute to these associations, and our industry, with their knowledge and expertise.

Although we haven’t seen our peers or clients in person lately, our teams have also done a tremendous job helping to navigate these changing times by publishing articles and white papers and quickly addressing industry and customers’ changing needs.

ExamOne is committed to continued collaboration to help find solutions to the recent changes and challenges together.

Health challenges and changes during COVID-19 highlight the importance of laboratory tests

September 18, 2020 Carriers

The world has changed. How people are managing their health is changing, including the life insurance applicant population. The long-term impact of the COVID-19 crisis on the general health of millions of Americans is yet to be determined. However, we are monitoring closely the trends in our life insurance laboratory population for common health indicators […]

Read the full article →

“On The Risk” Magazine Features Quest and ExamOne’s Response to COVID-19

September 14, 2020 Carriers

This month our Executive Vice President, Laboratory Strategy and Sales, Betsy Sears, was featured in On the Risk. In her article, Betsy discusses the response by Quest Diagnostics® and ExamOne to the coronavirus pandemic. This virus disrupted personal lives as well as many industries. Take a look at this article to see how Quest navigated […]

Read the full article →

Building solutions across borders

August 6, 2020 #Committed2 You

ExamOne proudly serves clients across North America, including in Canada. In 2017, the Canadian footprint expanded when ExamOne acquired Watermark Insurance Services, Inc. and BW Underwriting Services, Inc. With the acquisition, we also gained valuable employees including 20-year-veteran Kim Coley out of Pickering, Ontario Canada. The Ambassador award goes to an employee who is instrumental […]

Read the full article →

Recognizing our productive and professional employees

July 27, 2020 #Committed2 You

Call Center employees working from locations in Lee’s Summit, MO; Sedalia, MO; and San Diego, CA, and working at home by the hundreds, are dedicated to effectively and quickly gather information for our clients. These employees play a vital role in helping our clients collect the data they need to make important decisions.  “I am […]

Read the full article →

ExamOne’s long-term employees inspire and lead our organization

June 30, 2020 Uncategorized

Recently our company honored more than 6,000 colleagues observing a Quest Diagnostics milestone service anniversary—5 years or more, in increments of 5 years. ExamOne employees made up 445 of those employees. While our in-person celebrations may be delayed, we still want to celebrate and recognize our colleagues. “ExamOne is fortunate to have so many long-time […]

Read the full article →

Significant employee milestones in 2020

June 29, 2020 #Committed2 You

Join us in sharing our appreciation to these employees for reaching significant years-of-service milestones. 15 YEARSAmanda Jarvis Amber Henderson Carl McElvaine Chantal Parent Debra Stach Debra Vonholten Elva Yanez Etoyal Truelove-Hawkins Jamailla Carter James Laughlin Jean Paul Bovee Jody Griffin, Jonna Vollmer Katina Brown Kristin Clark Lizzette Branam Melinda Thomas Melissa Nordmark Merced Ness Meta […]

Read the full article →

Focusing on our people: Employee awards

June 9, 2020 #Committed2 You

We always celebrate our employee award winners internally every year, but we also feel it’s important to give our clients and consumers an opportunity to get to know some of these exceptional employees too. Meet some of the dedicated ExamOne operations and sales staff who were our top performers in 2019. Regional Account Manager of […]

Read the full article →

6 easy ways to maximize your life insurance pipeline

May 27, 2020 Brokers

We know it’s important to have a healthy pipeline, not only so you continue to get paid, but also so you can serve your clients’ needs. Our team shares six easy tips on how to maximize your life insurance pipeline. Let’s talk about life The first step to a healthy pipeline is generating as many […]

Read the full article →