General

Who are MRC’s clients?

MRC’s clients include major pharmaceutical companies, manufacturers and insurance companies, as well as law firms handling personal injury and medical malpractice claims. MRC is a Preferred Service Provider for the DuPont Company, as well as a preferred vendor for several major pharmaceutical companies.

How can I reach MRC after hours?

You may always reach an MRC representative by calling our main number: 713.528.6326.

Our toll free number is 888.868.6769.

How do I find out about employment opportunities with MRC?

Please go to the section of our website called, “Careers at MRC” and follow the link to the online application. We will review your information and notify you if there is a position matching your credentials.

Who should I contact if I want to make a referral for service to MRC?

Please dial our main number: 713.528.6326, (toll free: 888.868.6769) and request the Sales and Marketing department. Or you may email us at mkt@mrchouston.com and we will be in touch with you as soon as possible.

WiseFiles/Technology

I am having a problem accessing or using WiseFiles.

For any technical support issues or concerns, the litigation team may contact MRC’s Help Desk via several convenient options:

1. Within WiseFiles or via MRC’s web site www.mrchouston.com, users may access the “SUPPORT” link to submit a Work Order.

A tracking number is automatically generated and displayed to the requester for future reference.
MRC’s MIS Department will process the request to completion.
A confirmation E-Mail is sent to the requester upon completion of the Work Order.

2. Users may contact MIS@mrchouston.com.
3. Users may call the MRC Help Desk at 713.314.3892.

How do I get access to records online?

MRC offers two online options for the retrieval, viewing and local printing of records: WiseFiles and MRCRecords. MRCRecords is especially useful in a cost-sharing situation, where multiple parties wish to gain access to specific sets of records. Clients may select from lists of records available for each plaintiff, and will only be charged for records that are selected for purchase. MRCRecords fees include unlimited local printing. In addition to its function as an online document repository, WiseFiles offers advanced reporting capabilities, customizable templates, and “hyperlinking” between nurse work product and the medical record being referenced.

If you do not have an account, go to our website at www.mrchouston.com, and click on the menu for Wisefiles and the select the link for “Request a WiseFiles Account”, or you can just mouse over the link “WiseFiles” on the main navigation bar and then choose "primary, secondary, new user, support". For help unrelated to initial account set-up and password, please use the link for “MRC’s WiseFiles Support”.

Are upgrades included?

Yes. All upgrades and enhancements to WiseFiles are automatically done to your WiseFiles accounts without any action on your part.

Is WiseFiles compatible with Microsoft and Adobe products?

Yes. Not only can you import and view Microsoft (Word, Excel, PowerPoint) and Adobe (PDF) documents in WiseFiles but you can also export information generated in WiseFiles to formats that can be imported back into the Microsoft family of products. The template function in WiseFiles also works with the mail merge feature in Microsoft Word.

What is hyperlinking? What benefits does it offer?

“Hyperlinking” is the process by which MRC Nurses insert electronic links between specific references in the work product and the actual medical records. This allows users to simultaneously view work product and source documents without having to sort through medical records to find the reference cited in a nurse review.

What is the advantage of using WiseFiles over getting records/work product delivered in hard copy?

WiseFiles offers unlimited 24/7 access to medical records and work product, whether a user is in their office, or logging in from any secure internet connection. Users have unlimited local print capability, so they can print copies of specific documents as needed without having to sort through paper copies, or incur additional off-site copy costs. WiseFiles also saves on shipping costs by eliminating the need to ship hard copies of documents and work product.

What types of information security does MRC employ?

The WiseFiles™ system restricts access through multi-level security controls. Project documents are accessible only to users whose profile explicitly permits access. All information within WiseFiles is protected utilizing SSL encryption to maintain the highest-level security and privacy. WiseFiles information is synchronized with backup servers off-site at a highly secure remote facility. We have all necessary hardware, software and data replicated at this location in order to provide our clients with the capability access their information via WiseFiles in the event of a disaster to the resident office

Does MRC provide training for WiseFiles?

MRC offers an online WiseFiles tutorial that is available at your convenience. We can also schedule interactive training sessions via web interface and conference call at your request.

A general mailbox has been setup for all WiseFiles training requests.

All users requiring training should E-mail their request via a link at www.mrchouston.com. The request should contain the follow information:

Requester’s name
Firm name
All user contact information (phone number, E-mail, etc.)
MRC Project name for requested training

Note: An automatic general confirmation will be replied back to the requester stating that their request has been received and is being processed.

MRC’s MIS Department will respond back to the requester with the upcoming available training dates and times.
The requester should respond back with a selected date and time.
MRC will respond back with confirmation on selected date and time. Instructions on the training process will also be sent with this confirmation. The training confirmation can be in the form of a meeting invitation or a standard E-mail. (Note: MRC conducts WiseFiles training via an interactive Web Based Seminar with voice communication through a conference call/standard phone connection).
Training will occur on confirmed date and time.

Cost Savings/Money Questions

What is your pricing for Records Retrieval and Nurse Review?

Please contact our Sales and Marketing department for pricing. By allowing us the opportunity to understand your goals, we can make recommendations for what products and services will best help you achieve your desired results on time and on budget.

What types of charges can I expect to see on my invoice?

Depending on the services selected, you may expect to see hourly fees for legal nurse consultants, page fees for scanning, copies, bates numbering, WiseFiles access etc., base fees for record retrieval requests, and “pass through” shipping and custodian fees that include a handling percentage.

Can I customize my invoice?

MRC has several invoice template options available. If more extensive, project-specific customization is required, MRC will pass through any associated programming charges at cost.

We haven’t outsourced before - how can MRC save me money?

Cost-sharing of record retrieval between multiple defense counsels or between plaintiff and defense counsel offers significant savings to all parties, as well as the convenience of third-party coordination and billing.

Bundled Services

Law firms can find savings advantages when combining multiple, complimentary services. Bundled services offer more flexibility for pricing negotiations. There are also increased opportunities for efficiencies when several services can be coordinated and completed at a single location instead of through outsourcing through several vendors.

Technology

Electronic case management and database software, such as MRC’s WiseFiles, offers a “virtual file room” with online document storage, as well as powerful calendaring and reporting capabilities. Case documents are searchable according to fields customized for the user, resulting in considerable time saved in record organization. Printing and shipping costs are dramatically reduced when attorneys have the option to print pages as needed, locally.

Records Retrieval Questions

What is a Client Liaison?

Client Liaisons, or CLs as we refer to them in-house, play a key role in the success of MRC’s record retrieval division. In addition to sharing their legal expertise as certified paralegals, they are responsible for documenting client needs, and monitoring and reporting project progress. They ensure that deadlines and quality standards are met, coordinating with production staff and supervisors.

How do CLs benefit the client?

They serve as a single point of communication between the client and MRC.

CLs provide a strong base of support for answering client questions or responding to client needs. Once a project has commenced, clients are secure in the knowledge that whatever issues arise, they can contact the CL and the issue will be resolved in a timely, professional manner.

They are dedicated to the Record Retrieval process and assigned for the length of a project.

CLs are passionate about the litigation process, and dedicated to clients achieving their discovery goals within deadline and budget. CLs manage the project from beginning to resolution, and have a clear understanding of the litigation, the unique discovery guidelines, and the directives for RR. This specialized knowledge increases efficiency and allows the CL to troubleshoot for future potential problems.

They maintain current working knowledge of state regulations and HIPAA.

CLs are constantly researching and learning so that they can provide their clients with the most concise, relevant information. We believe that this enables MRC to provide the best product in the least amount of time.

They help maximize efficiencies, making the most efficient use of a client’s litigation dollar.

The CLs’ enthusiasm for the job, litigation focus and knowledge allow them to make the best use of clients' time, which in turn saves clients’ money.

Does MRC accept single cases projects or only mass tort?

MRC is ideally equipped to handle the unique demands of mass tort litigation, but we also value the opportunity to assist on single cases.

How fast can I get my records once I place an order?

MRC’s average turnaround time for non-rush records is under 40 days. Different facilities have different average turnaround times, but MRC also offers rush service if a record is desired in 30 days or less.

Can I place orders online?

MRC offers online order placement through a direct order system.

Can I monitor record retrieval status online?

MRC offers online status reporting. Each request is assigned a unique tracking number allowing for up to date reporting of all activities associated with that request. Online reports may be formatted according to project needs; standard fields include plaintiff, request status, action required, and communication notes

How does MRC serve subpoenas?

MRC most commonly serves subpoenas via certified mail. If it is necessary to serve subpoenas in person, we draw on our relationships with reliable subpoena serving agencies local to where the subpoena is to be served.

Does MRC offer scanning services?

MRC offers high-speed, high-volume scanning services, as well as full-service document management.

Can MRC use the Bates stamping format we are already using?

MRC can accommodate all Bates stamping formats. If you are unsure of what format would be the most effective tool for your litigation, we are also happy to recommend one.

Who do I contact if I have questions regarding the RR service?

If you have questions or concerns with the RR service, we encourage you to contact your assigned Client Liaison.

Nurse Review Questions

How many nurses work at MRC?

MRC has a flexible workforce, able to staff up or down to meet project-specific requirements. As volume requires, we supplement our permanent staff of in-house nurses with qualified, MRC-recruited and trained off-site nurses.

What is a summary and chronology?

The MRC Chronology details all encounters with medical systems and includes interpretive marginal notes; busy litigators find this work product essential for advanced discovery, deposition support and trial preparation.

Accompanying the Chronology (or on occasion substituting for it) the MRC Summary Letter succinctly states the medical-legal essence of the case. It culminates with a brief statement, addressing evidence of exposure, damages and proximate cause.

What is Triage?

MRC’s Triage™ of Records offers a quick and cost-efficient review of massive amounts of data according to medical-legal priorities. Our nurses triage cases in a way similar to how a medical team works -- differentiating the most serious cases from those that are not "life threatening." Nurse Project Managers work with clients to determine the essential data points and the best method for reporting them, including medical damages and causation elements. An average case may be completed in a matter of hours, depending on the complexity and quantity of pages to be reviewed.

Can I request specific information be included in the Nurse work product?

At the outset of a project, the Nurse Project Manager assigned to your cases will initiate a dialogue to help us determine the critical medical-legal areas to address. We will customize the work product according to client priorities. We may also be able to suggest strategies for capturing and reporting key data based on experience with past litigations.

Can you give me an estimate of how long it will take for an LNC to review a set of records?

For each new project, an MRC Nurse Project Manager assesses the expected volume of records associated with an average case, as well as the depth of detail associated with the selected work product. For example, a detailed summary and chronology would take longer than a Triage report, which may pull only key data and causation elements from the records. From that assessment, the PM sets a benchmark of expected pages to be reviewed per hour. All LNCs working on that project are expected to meet or exceed that hourly benchmark. Once the team has familiarity with a number of cases, MRC is able to provide an estimate of the hours required per review.

Who do I contact if I have questions about the nurse work product?

Your first contact should be the Nurse Project Manager assigned to your case – she will work with you to address your questions and concerns, and bring about a satisfactory resolution.

Document Management

What DM services do you offer?

MRC offers high-volume scanning and copying (in B&W and full color), record organization services, and shipping services. We can prepare documents according to your preference, including clipping, tabbing, covering and binding. We can also coordinate electronic transfer of documents through FTP site.

Do you scan films? Can you make copies of films?

MRC does not scan or copy films in house. However, we have a reliable outsourcing partner who we have utilized in the past for scanning and reproduction of films.

Do you scan color copies or photographs?

MRC does not have a color scanner, but we do have the capability to scan color copies or photographs if it is acceptable for the electronic image to be in B&W format.

Can you make copies of photographs?

MRC has a full-color copier that can duplicate color photographs, although the images will be on bond paper, not photo paper. For exact replication of color photos, MRC out-sources to a reliable vendor.



	General WiseFiles/Technology Cost Savings/Money Questions Bundled Services Technology Records Retrieval Questions Nurse Review Questions Document Management General Who are MRC’s clients? MRC’s clients include major pharmaceutical companies, manufacturers and insurance companies, as well as law firms handling personal injury and medical malpractice claims. MRC is a Preferred Service Provider for the DuPont Company, as well as a preferred vendor for several major pharmaceutical companies. How can I reach MRC after hours? You may always reach an MRC representative by calling our main number: 713.528.6326. Our toll free number is 888.868.6769. How do I find out about employment opportunities with MRC? Please go to the section of our website called, “Careers at MRC” and follow the link to the online application. We will review your information and notify you if there is a position matching your credentials. Who should I contact if I want to make a referral for service to MRC? Please dial our main number: 713.528.6326, (toll free: 888.868.6769) and request the Sales and Marketing department. Or you may email us at mkt@mrchouston.com and we will be in touch with you as soon as possible. back to top> WiseFiles/Technology I am having a problem accessing or using WiseFiles. For any technical support issues or concerns, the litigation team may contact MRC’s Help Desk via several convenient options: 1. Within WiseFiles or via MRC’s web site www.mrchouston.com, users may access the “SUPPORT” link to submit a Work Order. A tracking number is automatically generated and displayed to the requester for future reference. MRC’s MIS Department will process the request to completion. A confirmation E-Mail is sent to the requester upon completion of the Work Order. 2. Users may contact MIS@mrchouston.com. 3. Users may call the MRC Help Desk at 713.314.3892. How do I get access to records online? MRC offers two online options for the retrieval, viewing and local printing of records: WiseFiles and MRCRecords. MRCRecords is especially useful in a cost-sharing situation, where multiple parties wish to gain access to specific sets of records. Clients may select from lists of records available for each plaintiff, and will only be charged for records that are selected for purchase. MRCRecords fees include unlimited local printing. In addition to its function as an online document repository, WiseFiles offers advanced reporting capabilities, customizable templates, and “hyperlinking” between nurse work product and the medical record being referenced. If you do not have an account, go to our website at www.mrchouston.com, and click on the menu for Wisefiles and the select the link for “Request a WiseFiles Account”, or you can just mouse over the link “WiseFiles” on the main navigation bar and then choose "primary, secondary, new user, support". For help unrelated to initial account set-up and password, please use the link for “MRC’s WiseFiles Support”. Are upgrades included? Yes. All upgrades and enhancements to WiseFiles are automatically done to your WiseFiles accounts without any action on your part. Is WiseFiles compatible with Microsoft and Adobe products? Yes. Not only can you import and view Microsoft (Word, Excel, PowerPoint) and Adobe (PDF) documents in WiseFiles but you can also export information generated in WiseFiles to formats that can be imported back into the Microsoft family of products. The template function in WiseFiles also works with the mail merge feature in Microsoft Word. What is hyperlinking? What benefits does it offer? “Hyperlinking” is the process by which MRC Nurses insert electronic links between specific references in the work product and the actual medical records. This allows users to simultaneously view work product and source documents without having to sort through medical records to find the reference cited in a nurse review. What is the advantage of using WiseFiles over getting records/work product delivered in hard copy? WiseFiles offers unlimited 24/7 access to medical records and work product, whether a user is in their office, or logging in from any secure internet connection. Users have unlimited local print capability, so they can print copies of specific documents as needed without having to sort through paper copies, or incur additional off-site copy costs. WiseFiles also saves on shipping costs by eliminating the need to ship hard copies of documents and work product. What types of information security does MRC employ? The WiseFiles™ system restricts access through multi-level security controls. Project documents are accessible only to users whose profile explicitly permits access. All information within WiseFiles is protected utilizing SSL encryption to maintain the highest-level security and privacy. WiseFiles information is synchronized with backup servers off-site at a highly secure remote facility. We have all necessary hardware, software and data replicated at this location in order to provide our clients with the capability access their information via WiseFiles in the event of a disaster to the resident office Does MRC provide training for WiseFiles? MRC offers an online WiseFiles tutorial that is available at your convenience. We can also schedule interactive training sessions via web interface and conference call at your request. A general mailbox has been setup for all WiseFiles training requests. All users requiring training should E-mail their request via a link at www.mrchouston.com. The request should contain the follow information: Requester’s name Firm name All user contact information (phone number, E-mail, etc.) MRC Project name for requested training Note: An automatic general confirmation will be replied back to the requester stating that their request has been received and is being processed. MRC’s MIS Department will respond back to the requester with the upcoming available training dates and times. The requester should respond back with a selected date and time. MRC will respond back with confirmation on selected date and time. Instructions on the training process will also be sent with this confirmation. The training confirmation can be in the form of a meeting invitation or a standard E-mail. (Note: MRC conducts WiseFiles training via an interactive Web Based Seminar with voice communication through a conference call/standard phone connection). Training will occur on confirmed date and time. back to top> Cost Savings/Money Questions What is your pricing for Records Retrieval and Nurse Review? Please contact our Sales and Marketing department for pricing. By allowing us the opportunity to understand your goals, we can make recommendations for what products and services will best help you achieve your desired results on time and on budget. What types of charges can I expect to see on my invoice? Depending on the services selected, you may expect to see hourly fees for legal nurse consultants, page fees for scanning, copies, bates numbering, WiseFiles access etc., base fees for record retrieval requests, and “pass through” shipping and custodian fees that include a handling percentage. Can I customize my invoice? MRC has several invoice template options available. If more extensive, project-specific customization is required, MRC will pass through any associated programming charges at cost. We haven’t outsourced before - how can MRC save me money? Cost-sharing of record retrieval between multiple defense counsels or between plaintiff and defense counsel offers significant savings to all parties, as well as the convenience of third-party coordination and billing. back to top> Bundled Services Law firms can find savings advantages when combining multiple, complimentary services. Bundled services offer more flexibility for pricing negotiations. There are also increased opportunities for efficiencies when several services can be coordinated and completed at a single location instead of through outsourcing through several vendors. back to top> Technology Electronic case management and database software, such as MRC’s WiseFiles, offers a “virtual file room” with online document storage, as well as powerful calendaring and reporting capabilities. Case documents are searchable according to fields customized for the user, resulting in considerable time saved in record organization. Printing and shipping costs are dramatically reduced when attorneys have the option to print pages as needed, locally. back to top> Records Retrieval Questions What is a Client Liaison? Client Liaisons, or CLs as we refer to them in-house, play a key role in the success of MRC’s record retrieval division. In addition to sharing their legal expertise as certified paralegals, they are responsible for documenting client needs, and monitoring and reporting project progress. They ensure that deadlines and quality standards are met, coordinating with production staff and supervisors. How do CLs benefit the client? They serve as a single point of communication between the client and MRC. CLs provide a strong base of support for answering client questions or responding to client needs. Once a project has commenced, clients are secure in the knowledge that whatever issues arise, they can contact the CL and the issue will be resolved in a timely, professional manner. They are dedicated to the Record Retrieval process and assigned for the length of a project. CLs are passionate about the litigation process, and dedicated to clients achieving their discovery goals within deadline and budget. CLs manage the project from beginning to resolution, and have a clear understanding of the litigation, the unique discovery guidelines, and the directives for RR. This specialized knowledge increases efficiency and allows the CL to troubleshoot for future potential problems. They maintain current working knowledge of state regulations and HIPAA. CLs are constantly researching and learning so that they can provide their clients with the most concise, relevant information. We believe that this enables MRC to provide the best product in the least amount of time. They help maximize efficiencies, making the most efficient use of a client’s litigation dollar. The CLs’ enthusiasm for the job, litigation focus and knowledge allow them to make the best use of clients' time, which in turn saves clients’ money. Does MRC accept single cases projects or only mass tort? MRC is ideally equipped to handle the unique demands of mass tort litigation, but we also value the opportunity to assist on single cases. How fast can I get my records once I place an order? MRC’s average turnaround time for non-rush records is under 40 days. Different facilities have different average turnaround times, but MRC also offers rush service if a record is desired in 30 days or less. Can I place orders online? MRC offers online order placement through a direct order system. Can I monitor record retrieval status online? MRC offers online status reporting. Each request is assigned a unique tracking number allowing for up to date reporting of all activities associated with that request. Online reports may be formatted according to project needs; standard fields include plaintiff, request status, action required, and communication notes How does MRC serve subpoenas? MRC most commonly serves subpoenas via certified mail. If it is necessary to serve subpoenas in person, we draw on our relationships with reliable subpoena serving agencies local to where the subpoena is to be served. Does MRC offer scanning services? MRC offers high-speed, high-volume scanning services, as well as full-service document management. Can MRC use the Bates stamping format we are already using? MRC can accommodate all Bates stamping formats. If you are unsure of what format would be the most effective tool for your litigation, we are also happy to recommend one. Who do I contact if I have questions regarding the RR service? If you have questions or concerns with the RR service, we encourage you to contact your assigned Client Liaison. back to top> Nurse Review Questions How many nurses work at MRC? MRC has a flexible workforce, able to staff up or down to meet project-specific requirements. As volume requires, we supplement our permanent staff of in-house nurses with qualified, MRC-recruited and trained off-site nurses. What is a summary and chronology? The MRC Chronology details all encounters with medical systems and includes interpretive marginal notes; busy litigators find this work product essential for advanced discovery, deposition support and trial preparation. Accompanying the Chronology (or on occasion substituting for it) the MRC Summary Letter succinctly states the medical-legal essence of the case. It culminates with a brief statement, addressing evidence of exposure, damages and proximate cause. What is Triage? MRC’s Triage™ of Records offers a quick and cost-efficient review of massive amounts of data according to medical-legal priorities. Our nurses triage cases in a way similar to how a medical team works -- differentiating the most serious cases from those that are not "life threatening." Nurse Project Managers work with clients to determine the essential data points and the best method for reporting them, including medical damages and causation elements. An average case may be completed in a matter of hours, depending on the complexity and quantity of pages to be reviewed. Can I request specific information be included in the Nurse work product? At the outset of a project, the Nurse Project Manager assigned to your cases will initiate a dialogue to help us determine the critical medical-legal areas to address. We will customize the work product according to client priorities. We may also be able to suggest strategies for capturing and reporting key data based on experience with past litigations. Can you give me an estimate of how long it will take for an LNC to review a set of records? For each new project, an MRC Nurse Project Manager assesses the expected volume of records associated with an average case, as well as the depth of detail associated with the selected work product. For example, a detailed summary and chronology would take longer than a Triage report, which may pull only key data and causation elements from the records. From that assessment, the PM sets a benchmark of expected pages to be reviewed per hour. All LNCs working on that project are expected to meet or exceed that hourly benchmark. Once the team has familiarity with a number of cases, MRC is able to provide an estimate of the hours required per review. Who do I contact if I have questions about the nurse work product? Your first contact should be the Nurse Project Manager assigned to your case – she will work with you to address your questions and concerns, and bring about a satisfactory resolution. back to top> Document Management What DM services do you offer? MRC offers high-volume scanning and copying (in B&W and full color), record organization services, and shipping services. We can prepare documents according to your preference, including clipping, tabbing, covering and binding. We can also coordinate electronic transfer of documents through FTP site. Do you scan films? Can you make copies of films? MRC does not scan or copy films in house. However, we have a reliable outsourcing partner who we have utilized in the past for scanning and reproduction of films. Do you scan color copies or photographs? MRC does not have a color scanner, but we do have the capability to scan color copies or photographs if it is acceptable for the electronic image to be in B&W format. Can you make copies of photographs? MRC has a full-color copier that can duplicate color photographs, although the images will be on bond paper, not photo paper. For exact replication of color photos, MRC out-sources to a reliable vendor. back to top>
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