(636) 634-1229 info@onpointrcm.com 201 Clarkson Executive Park, Ellisville, MOMon–Fri, 8am–6pm CT
Talk to a specialist
Practice service · every specialty

The fax queue, cleared every day.

Records, labs, imaging, refill requests and plan-of-care forms arrive all day, and the pile only matters when something in it needed a doctor’s attention this morning. We work the queue daily: indexed to the right chart, routed to the right person, and anything abnormal put in front of your physician.

Clear my queueHow the queue runs
Indexed into your EMRAbnormal results escalated same dayOutside records chased for you

Information missing at the visit

Share of primary care visits with clinical information unavailable.

13.6 percent of primary care visits had clinical information missing13.6%of visits
About 1 in 7 visitsClinical information missing when needed
44% of thoseJudged at least somewhat likely to affect the patient

Source: Smith et al., JAMA, 2005. Most common gaps: lab results 6.1%, letters 5.4%, radiology 3.8%.

How it runs

Sorted, filed, and someone told

Filing it is half the job. Deciding what needs a human today is the half that matters clinically.

A day in the document queue

Daily
ArrivesFax, mail or portalEverything inbound lands in one queue rather than five.
SortClassifiedRecords, results, refill request, plan of care, administrative.
FileIndexed to the chartAttached to the right patient in your EMR, tagged so it is findable.
RouteTo the right deskRefills to the MA, plan-of-care forms up for signature, admin to your office manager.
FlagAbnormal escalatedOut-of-range labs and concerning imaging put in front of the physician the same day.
DoneQueue at zeroNothing carried over. Requests for records out, missing records chased in.
Records that have not arrived are not forgotten. Outstanding requests to specialists and hospitals are worked a second and third time by phone until the document is in the chart.
Why it matters

The pile is a patient-safety problem

Peer-reviewed and government research, not OnPoint RCM results.

Records still arriving by fax

35 percent of physicians used only fax, mail or e-fax to share records outside their organization35%fax or mail only

A third of physicians share records outside their organization by fax, mail or e-fax alone. The paper problem is not a legacy problem.

Source: ONC Data Brief 59, 2022 — 2019 National Electronic Health Record Survey. Only 36% had outside information available at the point of care.

When results are not followed up

Failure to inform of abnormal results7.1%
Harmful diagnostic errors with no proper follow-up plan45%

Two lenses on the same gap: how often an abnormal result never reaches the patient, and how often a missing follow-up plan turns up among diagnostic errors that harmed someone.

Sources: Casalino et al., Archives of Internal Medicine, 2009 — failure to inform, or to document informing, the patient; range 0–26.2% across practices. Gandhi et al., Annals of Internal Medicine, 2006 — 45% of 181 diagnostic errors that harmed patients, in closed malpractice claims, involved a failure to create a proper follow-up plan.

Division of labor

What we do, and what stays with you

OnPoint RCM does

  • Works the inbound fax and mail queue every day
  • Indexes records, labs and imaging into your EMR
  • Routes refill requests to your medical assistants
  • Retrieves plan-of-care forms for physician signature
  • Flags abnormal results for same-day physician review
  • Releases records to insurers, attorneys, patients and hospitals per your policy
  • Requests and chases records from specialists and hospitals

Your practice keeps

  • Every clinical decision on a flagged result
  • Your release-of-information policy and its limits
  • Who signs what, and when
  • The EMR and the chart itself
Questions we get

Before you ask

Do you decide what counts as abnormal?

No. We work to the flags and thresholds your practice sets, and when in doubt it goes to the physician. The rule is escalate, not filter — a false alarm costs a minute, the reverse can cost much more.

Who can request records from you?

Only whoever your release-of-information policy allows, in the form it requires. We follow your policy; we do not interpret it, and anything ambiguous comes back to your office manager.

What about the backlog we already have?

We work it down alongside the daily queue and tell you how deep it actually is first. A realistic timeline beats a promise to clear years of filing in a fortnight.

See what your practice is leaving on the table

A 30-minute call. Tell us roughly how many Medicare patients you see, which EMR you use and what you already run in-house. We come back with which programs your patients qualify for, what each one would take to run, and what it is likely to be worth.

Call (636) 634-1229
(636) 634-1229Mon–Fri, 8am–6pm CT
info@onpointrcm.comWe reply the same business day
201 Clarkson Executive ParkEllisville, MO 63011

Request a practice review

Same-day reply. Nothing is billed and no patient is enrolled from this form — it starts a conversation, nothing more.

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