Submitting Your Order

As a client, you will enter your record orders directly into WiseRetrieve using complete custodian and/or facility contact information. Upon entry, you will be able to search MRC’s database of provider information. If you do not have the full contact details, you can select “Additional Research” when placing your record order, and MRC will research and confirm the full provider contact details based on the information provided.

When placing an order, you must upload any signed and dated supporting documents that may be required by the custodian to release reords to MRC. Examples include:• HIPAA-Compliant Authorization
• Provider Specific Authorization
• State or Federal Subpoena
• Letters of Testamentary
• Death Certificate
• Letter of Representation
• Letter of Assurance
• Power of Attorney

For any orders that are missing supporting documents, the order is placed on hold and you are notified to advise on further action. For your convenience, MRC maintains an online library on the Resources page of the most commonly requested provider specific authorizations for you to reference.

Ordering Records Using a Subpoena

For placing a record order by subpoena, you must first create the subpoena and upload it into WiseRetrieve when placing the order. You are responsible for noticing all parties (when applicable) prior to placing a record order by subpoena with MRC.

Follow-up Process

MRC will follow up with the custodian on a regular basis for a period of 30 calendar days and , if requested by the custodian, will resend the order on behalf of the client.

After 30 days, you will be notified of the result and encourages to assist MRC’s collection efforts by issuing a subpoena or completing a “Demand Letter” (template available on the Resources page).

MRC will continue to follow up for an additional 30 calendar days. If MRC still cannot obtain the records, the order will be closed.

If a record order included a certifying document or if the custodian provides a “No Records Statement,” the documentation will be processed and made available to view and download in WiseRetreive.

Managing Record Orders

As a client, you will receive notifications of record order status changes and can view details and respond accordingly in WiseRetrieve. Additional reporting, such as Status reports or “Hold” reports are available to view in WiseRetrieve 24/7 on the “Manage Record Orders” page. Record orders remaining on “Hold” status after 30 calendar days will be closed.

Custodian Fees and Fee Approvals

Prior to issuing payment to the custodian, MRC will review all invoices received by the custodian to ensure they are in accordance with state statutes. If MRC receives an invoice that exceeds $1000.00, MRC will place the record order on “Hold” status and notify the Client via email. After 30 calendar days, if no response from the Client has been received, MRC will close the record order. All custodian fees will be passed through to the Client at cost.

Document Processing and Hosting

Upon receipt, all records will be scanned, Bates stamped, converted to optical character recognition (“OCR”) for easy search and scan abilities, and uploaded to WiseRetrieve for view and download.

Once records are uploaded to WiseRetrieve, you will be notified via email, and the record order will be closed.

MRC’s Standard Bates Protocol: Last Name, First Name-5digit page number starting with 00001.

Records received in hard copy format will be shred on-site after WiseRetrieve document processing is complete.

Media and tangible items received from custodians will be shipped to the Client if MRC is unable to upload them to WiseRetrieve; however, processing and shipping fees will apply.

MRC will provide hard copies to Clients when requested for an additional per page fee plus postage.

The Client is responsible for providing copies of records to all parties when applicable.

Document Hosting Period: Once processed, records are available for view and download for a period of 90 calendar days. After 90 calendar days, records will be permanently deleted from WiseRetrieve unless otherwise notified. 

OPTIONAL SERVICES

Additional Research
If the custodian information is unknown and/or cannot be confirmed by the Client, “Additional Research” can be selected during the record order submission process. This includes internet and phone call research to confirm address information.

Rush Orders
Record orders marked for rush processing will incur a rush fee in addition to the base rate. Rush orders receive priority handling and expedited, overnight shipping. Expedited shipping fees are in addition to the rush fee and will be billed at cost to Clients.

Certification
If a certification is needed from the custodian, Clients can upload their own certification document or affidavit or choose MRC’s “Certification or Affidavit” from the WiseRetrieve Library on the Resources page. Selecting this option incurs an additional fee.

For record orders where a certification is ordered, MRC includes an additional four follow-up contacts to make every effort to obtain the ordered certification. After the additional four follow-up contacts have been made and/or if the custodian refuses to provide the certification, the record order will be closed.

Most custodians have a notary on-site who can notarize certifying documents. In some cases, MRC must locate a mobile notary to travel to the custodian’s location to notarize the certifying documents. MRC charges an additional $50.00 fee for the coordination of mobile notary services and will bill the total cost of the mobile notary and coordination fee to the Client.

Hard Copies
If requested by the Client, MRC will provide hard copies for an additional per page fee plus postage.

Shipping & Handling Protocol

MRC uses secure electronic fax (when available) or USPS Certified Mail for sending record orders to custodians. Postage and shipping costs are billed at cost directly to the Client.

Fee Structure

The fees for the products and/or services provided by MRC are specified in the section labeled “Pricing” and incorporated by reference as set forth in full herein. In addition to the fees set forth in “Pricing,” the Client is responsible for all third-party, out-of-pocket expenses incurred by MRC in providing the products and/or services, including but not limited to any filing fees and mutually agreed upon out-of-pocket expenses for research, delivery, and/or communications.

All fees and expenses are quoted in U.S. Dollars (USD) and may be changed by MRC as mutually agreed upon with the Client.

Cancellation/Close Policy

MRC will immediately notify custodians when record orders are cancelled by the Client. Record orders that are currently in process or have been processed by the custodian are still subject to be invoiced by MRC for up to two weeks.

Any cancelled or closed record orders will incur the base fee plus any additional selected costs for rush processing, certification, hard copies, etc. and or/any out- of- pocket expenses such as custodian fees, postage, shipping, notary services, etc.

Pricing

WiseRetrieve Record Retrieval Pricing
Product	Description	Rate
Base Fee	Per record ordered. The base fee includes four follow up contacts, scanning of received records, electronic page numbering, and archival of a secure copy of each record for up to 90 calendar days.	$38.00
Custodian Fee	Fee charged by the custodian to provide copies of records.	Cost
Shipping	The MRC standard is USPS regular mail, unless the “Rush” option is selected, in which case MRC will use expedited, overnight shipping.	Cost
Optional Services
Product	Description	Rate
Copy Fee	MRC will create hard copies at a per page fee. *Postage fees for shipping of hard copies will be invoiced at cost.	$0.15
Certification	Per record order. Fee applies when affidavit, certification, interrogatories are required. Up to four follow-ups in addition to the four Base Fee follow ups to obtain certification documents from custodian.	$15.00
Rush Fee	Per record order. Rush orders will receive priority handling, including expedited shipping. MRC will use overnight shipping services to send a rush record order, submit payment for records (if the custodian will not accept payment via credit card), and obtain records from the custodian.	$30.00
Additional Research	This includes internet and phone call research to confirm address information (not to exceed 15 minutes per record order).	$10.00
Mobile Notary Coordination	If applicable, MRC will coordinate a mobile notary to travel to the custodian’s location to notarize certifying documents.	$50.00

Invoicing & Payment

MRC will issue electronic invoices to the Client via email when each record order is closed. Payment terms are net 60 days.

Payments can be submitted via credit card in WiseRetrieve or via check mailed to MRC.

Payment Mailing Address:
MRC
Attn: Accounts Receivable
1336 Brittmoore Rd, Suite 100,
Houston, TX 77043


Failure to submit payments timely will constitute a material breach of this Service Agreement and entitle MRC to all the remedies it may have at law or in equity, including but not limited to, immediately discontinuing all or any part of the work.

Support

If support is needed for any record order, Clients can email MRC’s Help Desk for support at helpdesk@mrchouston.com or call our customer service team at (888) 868-6769.