Healthcare BPO & Administrative Outsourcing Services
Turning Scattered Records Into Case-Ready Information
Customer Experience Solutions
Scattered information on medical records, backlogged claims and unanswered patient calls all slow down the same thing: the decision someone downstream is waiting on.
1Point1 runs the back-office and front-line support work behind medical-legal case prep, insurance claims and patient access, so law firms, carriers and healthcare organisations get clean, case-ready information instead of a pile of unprocessed pages.
Medical Record Services
For law firms, medical record retrieval companies, and litigation support teams.
Medical Record Retrieval Support
Our team handles end-to-end medical record retrieval for attorneys, law firms and record retrieval companies, covering personal injury, mass tort and insurance medical record retrieval cases. Every file moves through a HIPAA-compliant retrieval process built for volume, not just single-case requests.
- Document processing and indexing
- Request packet preparation and authorization processing
- Fee check and payment processing
- Provider portal intake work
For the full order-to-delivery workflow, including provider follow-up, multi-layer quality checks and real-time case tracking, see our dedicated Medical Records Back Office & Retrieval Support service.
Medical Record Summarization & Chronologies
Our medical chart review and medical record review services span personal injury, IME and QME (Qualified Medical Examiner) cases, along with medical record review for doctors and for insurance claims. From there, our team builds medical record summaries and medical chronologies formatted for how the case will actually be used, whether that's a personal injury medical record summary for a law firm, a workers' compensation medical summary for a claims file, or a HIPAA-compliant medical record summary for expert or mass tort review.
- Clinical record review and medical chart review for law firms
- Medical narrative summaries and healthcare record summaries
- Medical chronology services for legal cases and insurance claims
- Expert and mass tort medical record summaries
See the full scope of our review work on the Medical Record Summarization & Review Services page, or see how we build sequenced, source-referenced timelines on our Medical Record Chronology Services for Legal Cases page.
AI-Assisted Summary and Chronology, Powered by Clariva
For high-volume files, our medical record summarization and chronology work is accelerated by Clariva, our AI layer, with every output still reviewed by a human before it reaches you.
Insurance & Claims Support
For insurance carriers, TPAs, and claims teams.
Health Information & Data Services
This is the capability sitting underneath everything above it. Before a file can be reviewed, summarised or adjudicated, it has to exist as a clean, organised, trustworthy record, and that's rarely how it arrives. Law firms receive records from a dozen different providers in a dozen different formats. Carriers receive the same claim file from three different sources with three different page orders. Getting from that mess to a single, reliable version of the record is its own discipline, and it's the one both legal and insurance workflows depend on before anything downstream can happen.
Document indexing & digitization
Paper files, faxed records and scanned PDFs all get converted into indexed, searchable digital records, organised the way your team will actually use them rather than the order they happened to arrive in. That means consistent naming, provider and date tagging, and a structure that holds up whether one person is searching for the file or five people are working it at once.
- OCR and quality checks run on every scanned or faxed page before it's indexed, so what gets filed is actually legible and complete
- Consistent file naming and folder structure applied across every provider and source, not just the ones that arrived in good order
- Provider, date and document-type tagging so records are searchable by the fields your team actually filters on, not just a generic file name
- Version control when updated, corrected or supplemental pages arrive after the initial set, so nobody is working off an outdated copy
Once indexed, a four-hundred-page file pulled from five different providers reads as one organised record, not five separate piles stapled together.
Release of Information (ROI) processing
Every disclosure of a medical record carries a compliance obligation, and ROI processing is where that obligation either holds or doesn't. Our team manages the full release cycle: validating the authorization on file, confirming scope before anything goes out, and logging each disclosure so there's a clean audit trail if a regulator, patient or opposing counsel ever asks who received what and when.
The release cycle runs as the same sequence on every request:
- 01Request receivedThe disclosure request and authorization are logged and checked for completeness before any work starts.
- 02Authorization validatedSignatures, dates and patient identifiers are verified against the record on file.
- 03Scope confirmedOnly the records actually covered by the authorization are pulled, nothing broader and nothing short.
- 04Disclosure logged and releasedThe release goes out through the agreed channel, and the who, what and when are recorded for the audit trail.
Because every step is logged in order, the audit trail already exists before anyone has to ask for one.
Records de-duplication & Bates-numbering
Before a file reaches a reviewer or adjuster, duplicate pages are identified and removed, and the remaining records are Bates-numbered for easy reference. Since medical records are often collected from multiple providers and sources, the same document can appear several times in a case file. Removing those duplicates saves reviewers from going through the same pages repeatedly and makes it much easier to find and reference the right information.
Together, these steps help make the record retrieval, summarization and claims process faster. Clean, organised records mean less time spent sorting files and more time spent reviewing the information that actually matters.
For hospitals, clinics, and healthcare payers needing patient-facing support at scale.
Every healthcare organisation eventually hits the same wall: patient-facing volume grows faster than the front-office headcount that has to handle it. Calls queue, intake forms sit incomplete, and provider directories drift out of date the moment nobody's watching them full-time. 1Point1 runs this front-line layer as an extension of your team, built on the same omnichannel CX capability we apply across other regulated, high-trust industries, so patients get a consistent experience whether they call, message or go through your portal.
Patient Appointment Scheduling
Live agent support for scheduling, rescheduling and confirming patient appointments across specialties, integrated with your existing scheduling system. Agents work from your real-time calendar, not a static script, so double-bookings and no-show follow-ups get handled the way your front desk would handle them, just without the hold times.
Patient History Intake Services
Structured intake calls capture patient history accurately before the visit, reducing the time clinical staff spend on data collection once the patient is in the room. Every intake follows a consistent structure, so the information reaching your clinical team is complete and formatted the same way, call after call.
- Medical history, current medications, allergies and reason for visit captured in a consistent format before the patient walks in
- Bilingual agents available in English and Spanish
- Intake templates adapted by specialty, not a generic form
- Structured intake data delivered directly into your EHR or intake system
Provider Verification Services
Ongoing verification of provider credentials, network status and contact details on behalf of insurance payers, keeping provider directories accurate and audit-ready instead of drifting stale between review cycles. This runs as a continuous background process rather than an annual scramble.
- Credential, license and network-status checks on a continuous cycle, not a once-a-year sweep
- Direct outreach to confirm address, hours, accepted plans and contact details
- Discrepancies flagged and corrected before a member runs into them
- Bilingual outreach in English and Spanish, with LATAM and Mexican Spanish support
These three services draw on the same omnichannel, multilingual delivery model behind our broader CX Management Operations, adapted to the compliance bar healthcare requires: HIPAA-aligned handling on every call, and the same audit discipline that runs through the record and claims services above.
Explore Our Dedicated Healthcare Services
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Powered by Clariva: Our AI Layer
Clariva is our AI layer that pre-structures medical records before clinical review, cutting turnaround time significantly without cutting corners on accuracy.
How It Works
Step 01: You Send Files
Upload your medical records through our encrypted portal, in any volume and any format.
Step 02: AI Processing
Clariva reads, classifies and structures the records: deduplication, chronology building and indexing are handled automatically.
Step 03: Human Verification
An experienced reviewer checks every AI output before it goes out. Not a sample. Every file.
Step 04: Structured Output Delivered
You receive a clean, structured summary, chronology or processed record set, delivered securely and on schedule.
