Outsourcing Medical Summaries from an Offshore LPO Firm

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

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

-2-

marketing@manthanlegal.com

Manthan Legal
Pioneers in Legal
Process Outsourcing

•


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

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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

-4-



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

-5-


Manthan Legal
Pioneers in Legal
Process Outsourcing

•


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

-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.



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

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.

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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

-8-



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

•

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Manthan Expertise
Process, People,
Quality, TAT, Technology


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
- 11 -

7

6

End of Day
Report
Report



Manthan Legal
Pioneers in Legal
Process Outsourcing

Print

3. Uploaded to server

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

- 12 -


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


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

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

•

- 13 -



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

- 14 -

Retraining & Star performers



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

- 15 -



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

- 16 -



Data Security & HIPPA
Compliance @Manthan Legal


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 !
- 18 -



Manthan Legal
Pioneers in Legal
Process Outsourcing

Router

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

- 19 -



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 Legal
Pioneers in Legal
Process Outsourcing

•

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

- 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



Thank you!


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