Shifting from firefighting to leading through compliance and ROI

Melissa Hibbert

When medical practices delay tackling release of information requests, compliance requirements or reporting deadlines, the consequences can pile up fast — from frustrated patients to costly audits.

That’s why experts say practice administrators must move beyond reaction mode and take a proactive role in managing health information. In an interview with Physicians Practice, MRO Senior Regional Director of Sales Melissa Hibbert outlined how outsourcing routine but high-stakes tasks such as records requests and patient form completion can reduce administrative strain, protect against compliance risks and give administrators the time and tools to lead strategically.

MRO is in Orlando this week participating in the MGMA 2025 Leaders Conference.

Physicians Practice: Why is it important for practice leaders not to delay when it comes to ROI, reporting, and compliance? How can MRO support hospitals and clinic leaders to 'act now'?

Melissa Hibbert: When practice leaders delay addressing ROI, reporting, or compliance, the problems compound quickly. A backlog of release of information requests can frustrate patients, create compliance risk, and even delay continuity of care. Missed reporting deadlines can lead to penalties and loss of reimbursement. And compliance gaps, if not caught early, can result in costly audits or reputational harm.

That is why acting now is so important. Release of Information has been our core business for over 23 years. Every day we help providers across the country avoid associated risks by immediately taking on tasks that tend to pile up — such as medical record requests coming from payers, patients, providers, as well as patient forms completion, and quality measures reporting, such as MIPS or MVP. Working with MRO enables practices to focus on the care their patients require and alleviates the unnecessary administrative burdens that come with compliantly responding to requests for records. Removing the tedious work to a partner who has the experience to handle this work securely, accurately, and timely means fewer distractions, lower financial risk, and more focus on the work that matters most — running a practice and caring for patients.

Physicians Practice: In what ways does MRO empower practice administrators and HIM to lead, rather than just react, when it comes to health information management?

MH: Too often, administrators and HIM professionals are stuck in reaction mode — chasing down overdue requests, fielding compliance questions, or trying to pull reports together at the last minute. That cycle makes it difficult to step back and lead strategically.

MRO changes that dynamic by taking those repetitive and compliance-heavy tasks off their plate. With MRO managing ROI and patient form processing, and providing tools like the Professional Audit Monitor, leaders gain visibility into where risks are emerging. They can see trends before they become problems, allocate resources more effectively, and set priorities with confidence.

The difference shifts them from firefighting to proactively leading — from constantly reacting to having the time and insight to make decisions that strengthen, not only their patient’s satisfaction, but overall, the practice long-term.

Physicians Practice: How do MRO’s solutions give practice leaders the tools they need to focus more on strategy and patient-centered initiatives?

MH: One of the most underestimated drains on practice resources is patient form completion — including disability paperwork & FMLA. They are routine and important, but they consume substantial amounts of staff time, and delays can frustrate patients who depend on those forms for work or critical life situations.

After a practice is onboarded and our staff are trained in the individual practice’s policies and procedures, MRO completely manages the process from start to finish. That means they are handled quickly and accurately, without pulling nurses or administrators away from patient care. For practice leaders, it is one less fire to fight.

And the benefit is bigger than time savings. Leaders now have the bandwidth to redirect staff energy into patient-centered initiatives like care coordination, patient outreach, or quality improvement projects. By taking away the burden of routine patient form completion work, MRO gives practices space to innovate and invest in patient experience, while ensuring patient forms are accurate and returned timely.

Physicians Practice: With compliance requirements constantly changing, how does MRO help practices stay ahead in areas like audits, reporting, and patient data requests?

MH: The compliance landscape is not static — regulations shift, payer requirements evolve, requests spike depending on the time for year, and practices are expected to keep up. Without the right support, it is easy to fall behind.

MRO supports practices in two key ways. First, with our release of information services. We process medical record requests, including HEDIS and payer chart retrievals, with consistency and accuracy. Practices do not have to worry about missed deadlines or noncompliant processes — everything is standardized and secure. MRO has a team of compliance experts dedicated to updating clients and training staff on any workflow changes associated with state or federal legislative changes.

Second, with our Internal Audit Monitoring tools. We give practices a tool to identify coding, billing, and compliance risks before they cause financial or regulatory harm. That means practices can be proactive, not reactive, in their audit strategy.

MRO’s solutions give leaders peace of mind. They know they are not only compliant today, but they are also prepared for what is coming next.

Physicians Practice: What makes MRO’s approach to release of information different, especially for smaller hospitals and ambulatory practices?

MH: Many ROI vendors are built around large hospital systems, but ambulatory practices and smaller hospitals face different realities. They have fewer dedicated HIM staff, tighter budgets, and less margin for error — yet the same regulatory expectations.

MRO understands those challenges. Our ROI services are designed to scale to the needs of smaller practices. We deliver consistent turnaround times, provide hands-on support and transparency, and ensure compliance without adding complexity. And because MRO also handles related tasks like patient forms and audit support, practices do not need multiple vendors — they get one trusted partner.

The difference is specialization. We meet smaller hospitals and ambulatory practices where they are, giving them the reliability and compliance expertise of a large vendor, but with the flexibility and attention that fits their environment.

Physicians Practice: MGMA’s theme is “Next is Now.” How do MRO’s solutions enable practices to act now — reducing administrative strain today while preparing for tomorrow’s challenges?

MH: “Next is Now” is about being proactive — taking control today so you are ready for what is ahead. For practices, that means not waiting until administrative burdens, compliance risks, or reporting deadlines overwhelm you.

MRO helps leaders act now by immediately removing pressure points. Our ROI services keep patient data requests flowing smoothly. Our patient form completion services eliminate a daily drain on staff. And our audit and reporting support give practices a foundation of compliance and financial protection.

At the same time, we are helping leaders prepare for tomorrow. With scalable processes, built-in compliance expertise and monitoring, and reporting support, MRO ensures practices can adapt to new requirements as they arise. It is not just about keeping up — it is about leading with confidence, today and in the future and MRO is dedicated to our supporting our clients to do so!