outsourcing medical summaries from an offshore lpo firm

© Manthan Legal 2013www.manthanlegal.com

Manthan Legal

Outsourcing Medical Summaries from an Offshore LPO Firm

Presented by: Vrinda Vats

email : [email protected]

Alternate email : [email protected]

www.manthanlegal.com

- 2 -© Manthan Legal 2013 [email protected] www.manthanlegal.com

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Table of Contents

• Outsourcing of Medical Records Summarization (Medical Summaries)

• Medical Summaries @ Manthan Legal

• Manthan’s role in the entire Case Cycle Process

• Medical Summaries Process @ Manthan Legal

• Process, People, Quality, TAT, Technology

• What We Offer under Processing of Medical Records

• Data Security & HIPPA Compliance @Manthan Legal

• Manthan Differentiator

• Types of Medical Chronologies that we deliver

• Uploading Medical Summaries/Records @Manthan Legal


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Outsourcing of Medical Records Summarization (Medical Summaries)

• Who can leverage outsourcing of Medical Records Summarization

Medical records Summarization is generally required by Personal Injury (PI) law firms


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Outsourcing of Medical Records Summarization (Medical Summaries) Contd..

• Benefits Identify your firms key strengths and innovate

MarketingCustomer

Relationship

Legal Authority

Case Processing

MarketingCustomer

Relationship

Legal Authority

Your core differentiators

Case Processing

(Medical Summaries)

Manthan Legal accelerator

Let your practice run all 24 hours

Ensure Scalability

Provide Cost Competitiveness


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Medical Summaries @Manthan Legal

• 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

Fact Sheet

“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.”


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What We Offer under Medical Records Management

Review of Medical Summary

Medical Records Management

Updation of Medical Tab

Prepare Chronological medical Factsheet Prepare Medical Summaries Peer Review

Requesting and following up with medical providers for medical records Document Organizing/Indexing Medical Records Sorting/Segregation Hyper linking/Pagination/Bate numbering

Identify the records Provide a gist of the records while filing

the records in case management tools like Trial Works, Needles, Time Matters, etc.

We are providing a complete package for medical records retrieval and management


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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

specific incidents of negligence and deviations from defined standards of care.


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Manthan’s role in the entire Case Cycle Process

Case Processing Enabler

Stage 1: Intakes

•Receive new client calls and faxes

•Update database with client Information

•Welcome calls and initial correspondence with clients

Obtain personal history, recordsand case details from client

Set up treatment dates and appointments

Request, receive,organize, summarizeand timeline medical records

Draft demands for settlement

Assemble docs and create exhibits

Draft summons and complaints

Interrogatories,RFPD, Admissions,Response to discovery requests

Prepare questions for deposition

Summarize Depositions

• Draft pre trial motions, motion in limine

Draft motion for summary judgment

Draft pre-trial brief

Draft appellate Briefs and exhibits

Legal research using Westlaw, Lexisand drafting memos

Stage 2: Information and Records

Stage 3: Settlement &

Pleadings

Stage 4: Discovery

And Pre-Trial

Stage 5: Trial

Organizational EnablerCase Analytics, Marketing Support, New Age Media writing,

Billing Support, Case Audits, Go Paperless support, Word Processing


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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 Expertise

Process, People,Quality, TAT, Technology


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OnshoreLaw Firm

OffshoreManthan Legal

Legaldocuments

Report

EOD

Onsite Legal team

End of DayReport

Lawyers, Paralegals

VPN, Remote Desktop

ClientServer

Live Folder

DB

Archive

4

5

67

8

Print

Electronic Documents

Scanner

1

2

3Lead Lawyer

Process Details

1. Case File collation

2. Document scanning

3. Uploaded to server

4. Lead Lawyer allocates

5. Assigned to executives

6. Organizing and Summarizing

7. End-of-day progress

8. Delivered to onsite team

VoIP phone

Process Arrangement @ Manthan Legal

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Medical Summaries Process @ Manthan Legal

Project Kickoff

Law firm sends the records for review

through their Dropbox or through

Manthan’s FTP folder/Dropbox

Our paramedics after evaluating the

records to be reviewed provides

time and cost estimates to the law

firm for approval

Once the approval is received, Manthan’s

team reviews the records and delivers the summary to the

law firm

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

If further review is required, it is done and the

revised summary is delivered to the law firm for

its use


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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.


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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 ato Process Level

• Extensive documentation at 3 levelso Moduleo Submoduleo Keystroke

• Checks and balances for each processo 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.

o Statistical monitoringo Monitoring based on Employee performance

o People Level• Defined performance levels

• Balanced Scorecard Technique

• Active monitoringo Retraining & Star performers


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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

Premium services of quick TAT is also available


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Robust Technology

• Data Security– Secure access

• Use of VPN for remote connectivity

• Firewall for secure data transmission

– Data security measures• No print capability

• No local caching of data

• Scalable Infrastructure– High-end servers– Communication Bandwidth : 2 Mbps (+ 1 Mbps backup)– Strong Business Continuity measures

• Seamless Communication– Internet Phones for live ‘one team functioning’– Skype

VPN Tunnel

VPN Tunnel

Switch

Firewall

Switch

Modem

Firewall

Switch

Modem

Server

RouterRouter

Nodes

Client Site

Manthan

VPN Tunnel

VPN Tunnel

Switch

Firewall

Switch

Modem

Firewall

Switch

Modem

Server

RouterRouter

Nodes

Client Site

Manthan


Data Security & HIPPA Compliance @Manthan Legal


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Rigorous Data Confidentiality

VPN Tunnel

VPN Tunnel

Switch

Firewall

Switch

Modem

Firewall

Switch

Modem

Server

RouterRouter

Nodes

Client Site

Manthan

1. No local storage of data at Offshore location

2. Remote access of Client server only

3. Point to point Virtual Private Network (VPN)

4. Highest degree of data encryptation

5. Firewalls to ensure IT systems protection

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 !

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IP protection and confidentiality – Multiple Levels

• IP protection policies and procedures exceed industry standards:

o IT securityo Physical securityo People level – employee data security policieso 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

• Adherence to BS7799 data security standards


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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.


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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• Legal, paralegal, secretarial, IT, back office• Strong proposition of being able to support across practice areas of litigation and non-litigation

• Delivery model of custom dedicated team is strong value for clients• Data Security • Scalability with control


Thank you!

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