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Client Success Stories

"We have been working with MRS for the past three years with excellent results. MRS is very efficient and professional with their service offerings. We publish an eight day turn-around time for medical record retrieval. I don’t believe this target would be achieved without MRS as a member of our underwriting process. The MRS staff is both cooperative and competent. Their IT support is some of the best we have experienced. Sometimes our legacy systems can cause integration challenges with service providers. That was not the case when we engaged MRS. The implementation went better than expected and has continued to perform without issues."

Paula Sing
Director of Medical Underwriting
AvMed Health Plans




"We’ve been doing business with MRS for over 10 years. We use them for APS and Rx Profile retrievals and are very pleased with the service they provide.

Years ago we processed our APS requests in-house. Our process wasn’t as effective as it should have been. Based on feedback from our field, we decided to outsource APS retrievals. Initially we entered into an agreement with a different provider, but the services we received did not meet our expectations.

We were looking at bringing the process back in-house when we learned of MRS. They were referred by a large carrier who gave MRS rave reviews. Based on their recommendation, we decided to consider MRS. After talking with Corky and Mark we knew MRS was a better fit for our organization. They are genuine and very easy to work with. And all of their staff are pleasant, friendly and helpful.

Mark is our main contact person. He stays on top of our business and provides periodic updates. For example, Minnesota had a change in the authorization process. MRS notified us and recommended adjustments in our procedures. We don’t have the staff to manage those details so it’s comforting to know we can rely on MRS.

MRS will tell you that they work hard to keep your business and it’s true. MRS cares about all their clients. I know a number of companies who utilize their services, and I don’t know anyone who isn’t satisfied. You can trust MRS.

MRS is big enough to get the job done and small enough to be flexible and listen to our needs. Others show you their system and you have to fit within set parameters. MRS does not take that approach. With MRS it is about us and our needs.

MRS’ IT department is easy to work with. They talk with us in terms that are easy to understand. They ask us what we need, and then they provide it. For example, when we began submitting and receiving data electronically, we collaborated to ensure both companies were 100% confident with the data feeds. They implemented all the check points we requested so we could be totally confident with the process.

MRS’ website is user-friendly and it helps us manage our business. We can call up specific cases and view the timeline of events. We also have the ability to monitor all our requests and run reports on the data. We’ve given our agents access to information on their cases, and they really like being able to easily obtain status updates.

Our average time service for APS requests is 12.5 calendar days. These are actual days; MRS doesn’t stop the clock like some providers.

MRS is a great organization, and we value the partnership we have with them."

Judy McCoy, FALU, CLU, FLMI, ACS
Principal Underwriter
Modern Woodmen of America




"We use MRS for Tele-Underwriting. About 6 years ago she was not impressed with the current vendor. 80-90% of cases required an APS. Brought in MRS and we developed some new scripting, question processing, with new drop down menus for additional detail, reps were trained successfully. This dropped our APS requirements down to 30-40%. This was a real cost savings and time savings which meant more business for us.

With our IT integration, SPS software not the easiest to work with on the technology side. MRS assisted on the project and we came up with a great overall solution. We have monitored this in the underwriting department, very rarely is there a complaint about MRS. It has performed great with no real system glitches.

Time Service and completion (of forms, etc) is great.

MRS does a real good job for us, good follow up with doctor offices to receive the reports. MRS provides consistent follow up, sooner and more contacts, than we could do ourselves. If we have a large case, we let MRS know and they make it a priority.

We are heading towards the brokerage market where we will need quicker response than today’s established standards. Currently working with MRS to see how this can be accomplished."

Director of Life Underwriting and Chief Underwriter
Large Life Insurance Carrier




"We do not use other vendors for Medical Records. MRS is very personable to work with, very responsive to requested changes or program additions. MRS is the right size for us, we have a very strong relationship. The systems are always available, there is no down time

We visited MRS, they were open for us to see the operations. We collaborate to improve the process, we know each other’s business and it shows by how well we work together.

MRS is proactive in providing important information to us, they manage it and we don’t have to worry, we are confident in their abilities.

MRS is innovative, they care about their employees and it shows when they represent us. It is a good work environment.

Automation was big back in 2003-2004, MRS supported us when we launched the first imaging system. MRS was ready before us, when we were ready they assist in the transition.

The MRS web interface is very helpful for our agents. The agents have direct access for status updates.

MRS has developed relationships with larger medical facilities, hospitals and clinics. It helps with both lowering the retrieval cost and shorter turn-around times, they are very savvy at obtaining the records we need. We could not be that efficient."

Life Administration Manager
Large Life Insurance Carrier




"I have known the people at MRS for about 20 years and have used their services with multiple employers. With me quality of service is important, but the quality of a relationship is most important. Often a key-deciding factor for vendor selection is the relationship. For the most part service offerings are similar; the real differentiation is with customer care and ongoing service.

MRS has a wonderful team. We trust Carol and her staff; they are always available to deliver real value. I have been with my current company for the past 4 years. I introduced MRS to our team; Carol was professional and straightforward through the evaluation process. The numbers supported our decision in addition to their approach.

MRS helps me run my business; they are always trying to improve service. Our company is a large company; implementing technology takes time and often involves multiple areas of our business. We were implementing another technology solution that impacted the MRS services. We called Mark and Shaheeb to participate in the initial implementation discussions. We explained to the team, this is what we are trying to achieve. After the introductions were made; MRS project managed the engagement and came up with a great solution. In fact, it reduced our expected cost because MRS was willing to do some work on their end to make it happen. I am not a technology savvy person; they really helped me understand how it was all going to work.

MRS does not just sell us a service; they bring real solutions to the table. MRS takes the time to know your business and because of this they are able to make impactful recommendations. MRS does not try to make you fit into their box, the solution is developed based on discovery and our business.

MRS is a good partner and I don’t use that term lightly. MRS has quality people; they are honest, and great to work with.

MRS helps me manage my cost. Their business model, pricing, and stability help me develop projections. They do not run promos or introductory pricing to get you in the door and then raise prices after you are on board. There is no switching; you get what you signed up for. We found outsourcing is more cost effective than doing it ourselves, there are efficiencies of scale we can take advantage of; MRS is dedicated to running a valuable business.

MRS is the only source we use for medical records; there is no need to look elsewhere.

Special authorizations require more effort; MRS thinks and works on our behalf. We approached MRS to determine how we can lower our cost for special authorizations. They came up with a solution that worked much better for us. The ironic part of the recommendation is the solution actually reduced the amount we paid MRS. They could have maintained the existing process; it was working fine. Instead they looked farther ahead, they looked at what was best for the relationship; they put personal gain aside for the good of the customer. That is not done much today. That really meant a lot to me.

Special authorizations require more effort; MRS thinks and works on our behalf. We approached MRS to determine how we can lower our cost for special authorizations. They came up with a solution that worked much better for us. The ironic part of the recommendation is the solution actually reduced the amount we paid MRS. They could have maintained the existing process; it was working fine. Instead they looked farther ahead, they looked at what was best for the relationship; they put personal gain aside for the good of the customer. That is not done much today. That really meant a lot to me.

MRS offers support for my business, they help me do a better job. They have invested in our business as much as we have invested in MRS."

Director of Individual Underwriting
Large Healthcare Carrier.