Verification before disclosure
The agent establishes who it is speaking to and on what authority before any part of a request is discussed, and the verification is on the transcript.
Every open request and every custodian, worked through to fulfillment.
For record retrieval operations serving law firms, insurers, IME companies and third-party administrators, on subpoena, court order and HIPAA authorization requests. Orvera builds, deploys and runs the agents that research facilities, confirm receipt, follow up and expedite across phone, fax, email and custodian portals, write every action back to your retrieval platform, and hand fee, authorization and scope exceptions to your specialists with a recommended next action.
For record retrieval operations
Which record retrieval use cases does Orvera handle?
Orvera AI runs the four custodian outreach use cases in record retrieval, across new, active and aged requests: facility research, custodian first contact, follow-up and expediting, and aged request recovery. The cadence runs against every open request rather than against a coordinator's capacity, every result is written back to the retrieval platform, and judgment calls are routed to your specialists with the request history and a recommended next action.
Facility research, new custodianProfile written
Custodian located
HIM or ROI
Accepted form
Confirmed
Submission routeFax, portal or mail
Fee and prepaymentRecorded
Written to retrieval platformDone
The request goes out right the first time
01 / 04
- Facility research, new custodianProfile writtenCustodian locatedHIM or ROIAccepted formConfirmedSubmission routeFax, portal or mailFee and prepaymentRecordedWritten to retrieval platformDoneThe request goes out right the first time01
Facility research
A new request opens against a provider your team has never worked. Before anything is sent, Orvera identifies the correct facility, legal entity and custodian of records, whether the HIM department or a release of information (ROI) vendor holds the records, the authorization form it accepts, the submission route it takes, the copy fee it charges and the turnaround it actually runs to. The profile is written on the call, not reconstructed from notes later.
- Moves first-submission acceptance rate
- Stops requests going to the wrong custodian or the wrong route
- Builds the custodian profile the whole team works from: form, route, fee, turnaround, escalation contact
- Moves requests per coordinator per day
- Custodian first contact, open requestReceipt confirmedRequest receivedConfirmedCustodian referenceCapturedRequest type and scopeConfirmedExpected completion dateRecordedNext follow-upScheduledEvery request is confirmed, not assumed02
Custodian first contact
A request goes out and the team assumes it landed. Orvera calls the custodian to confirm the subpoena or authorization was received, located and entered into their workflow, validates the patient and request identifiers, captures the custodian's reference number and expected completion date, and surfaces any deficiency on day one rather than at the first status check. On a new custodian, the requirements interview runs on the same call.
- Confirms receipt on every request, not only the ones a coordinator has time for
- Deficiencies surface on day one, before turnaround days are lost
- Reference number, expected date and next follow-up written back to the retrieval platform
- Moves turnaround days from request to delivered
- Follow-up, open requestProduction date confirmedFollow-up cadenceD7 D14 D21 D28Expected production dateRecordedActual status and delay reasonEstablishedExpediteDeadline-drivenWritten to retrieval platformDoneThe cadence runs against every open request03
Follow-up and expediting
A request passes 7, 14, 21 and 28 days with no response. Orvera runs the follow-up cadence against every open request, navigates the IVR and absorbs the hold time, establishes actual status and the reason for delay, clarifies scope and date range where the custodian asks, obtains invoice or prepayment details, records the expected production date, and escalates or expedites where a court date or claim deadline applies. Rejected authorizations are recovered inside the same cycle: the deficiency is captured in the custodian's own words and the corrected authorization is confirmed as received.
- Moves turnaround days from request to delivered
- The cadence runs against every open request, not against a coordinator's capacity
- Gives you follow-up cycles per request, a metric most operations do not have
- Rejection recovery runs inside the cycle, and the custodian profile is updated to reduce repeat deficiencies
- Aged request, past expected dateBack in motionBlocker identified
Unpaid invoice, deficient authorization, records at an ROI vendor, custodian backlog.
Named and written back, so the coordinator acts on it instead of calling again.
Request agePast expected dateCorrected documentationResubmittedFee or scope disputeYour specialistAged inventory moves, not only new requests04Aged request recovery
Every operation carries requests that are aging, suspended, rejected or approaching a client SLA that nobody wants to call twice. Orvera re-engages the custodian, re-confirms the request is on file, identifies the current blocker (a deficient authorization, an unpaid invoice, records held at an ROI vendor, a custodian backlog), resubmits corrected documentation, routes fee and scope disputes to your specialist, and pursues the records, the business-record certification or the certificate of no records until the request closes.
- Works the aged inventory alongside new requests
- The blocker is named and written back, so the coordinator acts on it instead of calling again
- Moves on-time delivery against client SLAs across the whole inventory
- Fewer requests cancelled after suspension
Custodian intelligence
What does Orvera learn from every custodian interaction?
Every interaction updates one structured custodian profile the whole team works from. A coordinator remembers the custodians they have personally worked. The record holds every custodian, and it is built while the work is done, not reconstructed from notes later.
- Facility research
Accepted request forms
What the profile holdsThe facility's own ROI form
What knowing it preventsA rejection for the wrong form, which sends the request back unworked and restarts the cycle at the coordinator's desk.
- Facility research
Submission channel
What the profile holdsPortal upload, fax not worked
What knowing it preventsA request sent down a route this custodian does not read, where it ages quietly and no status check explains why.
- Last invoice
Fee and prepayment
What the profile holdsPrepayment before release
What knowing it preventsA finished production held on an invoice nobody on the team knew was owed.
- Request history
Observed turnaround
What the profile holdsRuns behind the date this custodian quotes
What knowing it preventsFollow-up timed to the coordinator instead of the custodian, so calls land too early to learn anything.
- Rejection notices
Common rejection reasons
What the profile holdsPurpose of disclosure left blank
What knowing it preventsRevised after a rejectionThe same authorization deficiency cured twice, on a request built without what this custodian has already rejected.
- Last escalation
Escalation contact
What the profile holdsRelease of information supervisor, direct line
What knowing it preventsA third call into the main line, repeating the request to whoever happens to answer it.
- Last completed call
Last verified date
What the profile holdsConfirmed on the last completed call
What knowing it preventsA profile the team still trusts after the custodian's requirements have quietly changed.
Slow custodians and frequent rejecters are visible by name, not by reputation.
The profile is updated after every rejection, to reduce repeat deficiencies.
Field values are illustrative. No customer, facility or custodian is named on this page.
Proof
What do Orvera's record retrieval calls sound like?
Three real recorded custodian conversations from a record retrieval operation, one for each use case. Each is worked to a finish on the retrieval platform the operation already runs, and each is transcribed, summarized and scored the same way.
Custodian calls
Custodian first contact
Confirming receipt, locating the request, capturing the custodian reference number, the accepted form, the fee and the turnaround.
Follow-up and expediting
Establishing actual processing status, the reason for delay, and an expected production date.
Authorization deficiency recovery
Identifying the exact deficiency and the custodian's cure requirements before the corrected authorization is resubmitted.
Why coverage decides it
How does Orvera measure quality across every custodian conversation?
Orvera AI scores every conversation against the operation's own scorecard, human-handled and AI-handled alike, and returns exceptions with the transcript attached. A quality program on a sample estimates an exposure rate. In record retrieval the events that matter are per-conversation events: a disposition recorded against the wrong status, a note that omits the expected production date, an authorization discussed where the caller was never verified.
A quality program on a sample
A sample of conversations reviewed
- Estimates an exposure rate rather than clearing a conversation
- A wrong disposition survives until the request ages past its date
- Note completeness is assumed across the conversations nobody opened
- The defect you answer for is rarely the call the sample caught
Orvera
100% of conversations audited
- Scored against the operation's own scorecard, every conversation
- Disposition accuracy, note completeness and compliance adherence
- Exceptions returned with the transcript attached
- SOC 2 Type II certified, HIPAA compliant, GDPR compliant
In their words
“For the first time we can see every custodian interaction, not a two-percent QA sample.”
Senior Vice President of Operations
insurance-focused record retrieval firm
Measured impact across Orvera-run retrieval operations
What results do Orvera-run retrieval operations report?
In production, most retrieval cases move from intake to fulfillment without human intervention. Fee negotiations, complex authorization requirements, scope disputes and escalations route to your specialists in Agent Assist, with the request history and a recommended next action already on the screen.
87%from 71%Fulfillment rateCompleted and billable deliveries as a share of closed requests, over the trailing twelve months.
22 daysfrom 35 daysAverage request-to-delivery turnaround
93%from 74%On-time delivery against client SLAs
Down 47%Requests cancelled after suspension
150,000+Hours of annual custodian hold time absorbed by AI
4.5MAnnualized custodian outreach interactionsAcross calls, faxes, emails and portal follow-ups.
In their words
“We didn’t need another calling tool. We needed requests to stop aging.”
Chief Operating Officer
record retrieval company operating nationwide
How it lands
How does an Orvera deployment reach a retrieval operation?
Orvera builds, deploys and runs the platform on the operation's behalf. The work starts from the custodian book and the retrieval platform the team already uses, and ends with agents running a daily cadence as part of core operations.
01
The book and the cadence
Your custodian book, your retrieval platform, your escalation rules and the response windows and client SLAs that govern each request type are mapped into executable logic.
02
Built and integrated
Orvera does the build and the integration against your retrieval platform, so dispositions and call notes land where your coordinators already read them.
03
Tested against your scenarios
Validated across the scenarios your operation actually meets, including authorization deficiencies, fee and prepayment exceptions and the custodians that answer through an IVR, before a single live request is touched.
04
Live, daily, and audited
The cadence runs against every open request as part of core operations, and every conversation is scored on disposition accuracy, note completeness and compliance adherence.
Speed to value
How long does deployment take for a record retrieval operation?
Orvera AI lands full production deployment for a retrieval operation in 3 to 6 weeks. Orvera is already live across multiple retrieval operations, so you start from pre-built integrations and retrieval-specific workflows rather than from a blank build, with voice AI, Agent Assist, QA and analytics running in parallel rather than one after the other.
3-6weeks
to full production deployment.
- Pre-built integrations and retrieval-specific workflows, not a build from zero
- Voice AI, Agent Assist, QA and analytics run in parallel, not in sequence
- Orvera does the build, the deployment and the integration on your existing retrieval platform
Timelines depend on workflow complexity and enterprise requirements.
Enterprise-ready
How does Orvera handle protected health information on a retrieval call?
Record retrieval runs on other people's medical records, so the governance question arrives before the capability question. Orvera is SOC 2 Type II certified, HIPAA compliant and GDPR compliant, and the boundaries below are drawn in the agent design rather than left to the conversation.
The minimum the call needs
A follow-up call needs a request reference and a date. The agent works to what the conversation requires and the record of it is held under the same controls as the rest of your request data.
Written back into your system
Dispositions and call notes are written into your retrieval platform through the integration, so your existing retention and access rules govern them.
Every conversation audited
Disposition accuracy, note completeness and compliance adherence are scored on every conversation, human-handled and AI-handled alike, with exceptions returned attached to the transcript.
Keep new requests moving and recover the ones already aging.
Orvera works new requests from facility research and first contact, and keeps following up on the active, aged, suspended and exception-bound requests already in your inventory. Start with one retrieval workflow or run Orvera across the full request inventory.