Outsourcing Medical Summaries from an Offshore LPO Firm

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Manthan LegalOutsourcing Medical Summaries
from an Offshore LPO Firm

• Presented by Vrinda Vats
• email vrinda.vats_at_manthanlegal.com
• Alternate email marketing_at_manthanlegal.com
• www.manthanlegal.com

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Table of Contents

• Outsourcing of Medical Records Summarization
  (Medical Summaries)

• Medical Summaries _at_ Manthan Legal

• What We Offer under Processing of Medical Records

• Types of Medical Chronologies that we deliver

• Manthans role in the entire Case Cycle Process

• Uploading Medical Summaries/Records _at_Manthan Legal

• Process, People, Quality, TAT, Technology

• Medical Summaries Process _at_ Manthan Legal

• Data Security HIPPA Compliance _at_Manthan Legal

• Manthan Differentiator

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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

Marketing
Customer Relationship
Legal Authority
Case Processing

• Let your practice run all 24 hours
• Ensure Scalability
• Provide Cost Competitiveness

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Medical Summaries _at_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

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What We Offer under Medical Records Management
We are providing a complete package for medical
records retrieval and management

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

• Prepare Chronological medical Factsheet
• Prepare Medical Summaries
• Peer Review

• Identify the records
• Provide a gist of the records while filing the
  records in case management tools like Trial
  Works, Needles, Time Matters, etc.

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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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Manthans role in the entire Case Cycle Process
Stage 1 Intakes
Case Processing Enabler

• Receive new client
• calls and faxes
• Update database
• with client
• Information
• Welcome calls and
• initial
• correspondence
• with clients

• Obtain personal
• history, records
• and case details
• from client
• Set up treatment
• dates and
• appointments
• Request, receive,
• organize, summarize
• and 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, Lexis
• and drafting memos

Organizational Enabler Case Analytics, Marketing
Support, New Age Media writing, Billing Support,
Case Audits, Go Paperless support, Word Processing
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Uploading Medical Summaries/Records _at_Manthan Legal

• At Manthan Legal we work directly on the law
  firms 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.

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Manthan ExpertiseProcess, People,Quality, TAT,
Technology
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Process Arrangement _at_ Manthan Legal

• Process Details
• Case File collation
• Document scanning
• Uploaded to server
• Lead Lawyer allocates
• Assigned to executives
• Organizing and Summarizing
• End-of-day progress
• Delivered to onsite team

Onshore Law Firm
Offshore Manthan Legal
DB
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Scanner
Print
4
Legal documents
2
Live Folder
Archive
Electronic Documents
5
Lead Lawyer
3
7
VPN, Remote Desktop
6
VoIP phone
Client Server
End of Day Report
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Onsite Legal team
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Medical Summaries Process _at_ Manthan Legal

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 _at_Manthan.
• Our Stringent Quality Systems is benchmarked to
  ISO 9001. It is at
• Process Level
• Extensive documentation at 3 levels
• Module
• Submodule
• Keystroke
• Checks and balances for each process
• 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.
• Statistical monitoring
• Monitoring based on Employee performance
• People Level
• Defined performance levels
• Balanced Scorecard Technique
• Active monitoring
• Retraining Star performers

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Quick Turn Around Time (TAT)
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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

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Data Security HIPPA Compliance _at_Manthan Legal
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Rigorous Data Confidentiality

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 Clients
   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
• IT security
• Physical security
• People level employee data security policies
• IP protection policy
• No data transfer to Manthan complete data
  security
• 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

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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.
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• 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 firms 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

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Thank you!