Frequently Asked Questions
What is the relationship between Experity and ChartSwap?
Experity Record Retrieval, powered by ChartSwap, is designed to significantly enhance how medical and billing records are handled and accessed, enabling Experity clinics to focus more on delivering high-quality patient care. Through this partnership, ChartSwap serves as Experity’s dedicated partner for exchanging third-party legal Release of Information (ROI) requests for medical and billing records at Experity clinic locations.
Requestors, primarily law firms and record retrieval companies, can now obtain medical and billing records through ChartSwap’s secure and user-friendly platform.
What types of third-party requests should be routed to ChartSwap?
- Legal Requestors: All requests received by your clinic from a law firm—including plaintiff and defense attorneys—should be routed to ChartSwap. These requests are typically accompanied by a formal letter and signed patient authorization. Requests accompanied by a subpoena can also be routed to Experity for fulfillment
- Record Retrieval Companies: All requests received by your clinic from a record retrieval company should be routed to ChartSwap. These requests are typically accompanied by a formal letter and signed patient authorization
Over time, as requestors become aware that they must go through ChartSwap, your clinic should see a reduction in direct record requests.
What types of record requests are fulfilled by Experity & ChartSwap?
- Medical Records
- Billing Records
- Balance Verifications
- Balance Reductions
This service applies only to legal requestors (law firms) and record retrieval companies.
What types of requests are excluded from the partnership and should NOT be routed?
- Patient Requests: If the request does not come from a legal requestor, it should be fulfilled through the clinic’s existing process.
- Interoperability Requests: Provider-to-provider requests should NOT be routed to ChartSwap. These requests should continue to be fulfilled through your clinic’s current workflow
- Payer Requests: Requests from payers, such as health insurance carriers (e.g., UHC, Aetna, Blue Cross Blue Shield), should NOT be routed to ChartSwap. These should continue to be fulfilled through your clinic’s existing process.
Does my clinic need to sign up or register for ChartSwap?
No. Your clinic will receive instructions from Experity, including a contract addendum, allowing Experity to fulfill third-party legal requests for medical and billing records.
If your clinic receives third-party legal requests or requests from record retrieval companies via other means, you can forward them to recordrequests@experityhealth.com, and the request will be processed on your behalf.
To reduce future requests to your clinic, you may also contact the requestor and inform them that record requests should be directed to www.chartswap.com.
If my clinic is contacted by a law firm or record retrieval company for medical or billing records, should I direct them to submit their request via ChartSwap?
Yes. Legal requestors and record retrieval companies can register on www.chartswap.com to submit their medical or billing requests.
Most law firms and record retrieval companies are already registered on the ChartSwap platform.
Where should I send mail or fax requests my clinic receives in-office?
Effective immediately, if you receive mail or fax requests from legal requestors (law firms) or record retrieval companies, forward them to recordrequests@experityhealth.com, and the request will be processed on your behalf.
If you receive a phone call from a legal requestor or record retrieval company, instruct them to go to www.chartswap.com to submit the request.
Should I modify my clinic website to inform requestors to “go to ChartSwap” for fulfillment?
Yes. This is commonly placed on your “Contact Us” or “Release of Information” page.
Suggested messaging:
“If you’re a law firm or record retrieval company, please go to www.chartswap.com to submit your request for records.”
Who should I contact at Experity if I have questions?
Please reach out to your Client Success Manager (CSM.)
Who can I direct requestors to if they have questions about ChartSwap?
Requestors can contact info@chartswap.com or use the online chat feature on their website: Contact Us | ChartSwap.
How does Experity and ChartSwap ensure my patients’ data is secure and protected?
ChartSwap is HITRUST and SOC 2 Type II certified and meets HIPAA compliance standards, ensuring the security of patient data.
ChartSwap is built on the Salesforce platform, recognized for its leading security infrastructure with world-class physical, administrative, and technical safeguards.
ChartSwap also has comprehensive information security and privacy policies. With advanced event monitoring, ChartSwap administrators receive detailed reports tracking all actions performed within the system.
