Law office request
Authorization signature unclear
Workflow Use Case
Medical Records & Release of Information
Manage records requests and release workflows from intake through validation, retrieval, and delivery.
Requests, authorizations, retrieval, and delivery stay in one tracked workflow
Validation happens before packet assembly effort is wasted
Delivery and completion stay visible with audit-ready logs
Operational picture
Records work from request to delivered packet
Calvient reads inbound requests, validates release state, coordinates retrieval, and tracks secure outbound delivery.
Signals
ROI request
Authorization review
Secure delivery
Patient request
Release approved
Completed packet
Delivered securely
Authorization checks
Packet assembly tasks
Delivery logging
What Calvient handles
The real work inside this workflow
These are the operational motions the system has to coordinate well if the workflow is going to move cleanly.
Inbox
Request intake with context preserved
Capture records requests, outside correspondence, and release documents in one operating queue instead of scattered mailboxes.
Validation
Authorization and compliance checks up front
Validate signatures, dates, scope, requestor identity, and any release defects before the case advances.
Assembly
Packet retrieval and compilation
Coordinate chart sections, attachments, and supporting documents so packet assembly is structured and repeatable.
Delivery log
Secure outbound delivery with full tracking
Track what was sent, when it was sent, by which method, and when the request can be safely closed.
How it works
Structured execution from trigger to closure
The workflow should move because the system keeps state, ownership, and next action visible at every step.
01
Receive and identify the request
Bring new ROI or records requests into the queue with requestor, patient, and scope context attached.
The request is owned and visible immediately.
02
Validate authorization and scope
Check whether the release is signed, current, complete, and appropriate for the records being requested.
Staff avoid assembling records for invalid or incomplete requests.
03
Retrieve and assemble the packet
Gather chart sections, external records, and required supporting documents into one fulfillment workflow.
Packet prep is organized, auditable, and not dependent on memory.
04
Deliver and log completion
Send records securely, log the delivery method and contents, and close the case with a clean audit trail.
The department has proof of fulfillment and better backlog control.
What operators see
Product views that move the workflow forward
These are the working surfaces that keep the queue understandable, actionable, and measurable.
Inbox
Request queue with validation state
Operators can sort requests by new, invalid, ready to assemble, delivered, or waiting on clarification.
Attorney request
Signature date mismatch
Patient ROI
Ready for packet assembly
Disability request
Delivered by fax
- Requestor and patient context
- Release validation state
- Packet urgency and aging
Tasks
Packet assembly and chase work
The task view shows which sections still need to be retrieved and which requestors still owe valid paperwork.
Collect operative report
Needs chart retrieval
Request corrected authorization
Fax follow-up sent
Prepare secure delivery
Packet complete
- Chart section checklist
- Missing-release follow-up
- Delivery prep tasks
Reporting
Backlog and throughput visibility
Managers can see which request types are aging, how many pages are being processed, and where validation defects are slowing work.
ROI queue
Largest backlog this week
Patient requests
Fastest completion times
Validation defects
Main source of delay
- Request turnaround time
- Pages processed per FTE
- Error and rework patterns
Workflow Views In Product
In Product
Records request queue
Queue with validation states, aging, and owner assignment.
In Product
Packet assembly workflow
Records case showing checklist, missing items, and delivery state.
Special Agents
Special Agents for this workflow
These agents are useful because they handle the repetitive middle of the workflow while leaving sensitive or ambiguous decisions with staff.
Release validator
Checks whether the request is actually ready to be fulfilled before staff spend time on packet retrieval.
Trigger
New request with authorization or release document attached
Actions
- Read release fields
- Flag signature, date, or scope defects
- Create the right follow-up step
Handoff
Routes invalid or ambiguous releases to ROI staff with the issue already named.
Records packet assembler
Coordinates the retrieval work needed to build the packet instead of leaving staff to manage it from memory.
Trigger
Validated request that is ready for chart assembly
Actions
- Open retrieval checklist
- Track missing sections
- Mark packet readiness for delivery
Handoff
Hands complete packets to the delivery or review owner with the checklist attached.
Request status updater
Keeps requestors and internal teams informed without manual status updates on every case.
Trigger
Validation change, assembly completion, or delivery event
Actions
- Send structured status updates
- Log timestamps and delivery method
- Close fulfilled requests cleanly
Handoff
Escalates only when the requestor or workflow falls outside the normal path.
Operational channels
The workflow moves across multiple channels without losing state
ROI work still arrives across legacy channels, but the department needs one auditable operating flow from request to delivery.
Fax
Text
Phone
Browser
Forms
EHR / integrations
Fax
Records requests, signed releases, and outbound packet delivery
Text
Limited patient follow-up when clarification or updates are needed
Phone
Clarification calls, requestor follow-up, and exception handling
Browser
Portal retrieval or secure delivery workflows where required
Forms
Digital request intake and release collection
EHR / integrations
Chart retrieval, packet assembly context, and filing
Teams that use this
Deployment usually spans more than one team
HIM and ROI teams need a strong audit trail and predictable packet assembly process, not just faster document handling.
HIM
Medical Records
ROI
KPIs / outcomes
Measure the outcomes that matter
The right operating system should make these measures easier to see, easier to improve, and easier to explain to leadership.
KPI
Request turnaround time
How quickly requests are fulfilled after valid intake.
KPI
Backlog
How many records requests remain open and how old they are.
KPI
Error rate
How often invalid releases or delivery issues force rework.
KPI
Pages processed per FTE
How efficiently the team converts open requests into fulfilled packets.
Related use cases
Explore adjacent workflows
Intake & Triage
Capture inbound work from fax, email, forms, and other channels, classify it, and route it to the right workflow.
Referral Management
Centralize inbound and outbound referral work, track status, request missing information, and move patients forward.
Operational Visibility & Reporting
Show queue health, backlog, turnaround time, productivity, and automation/reporting metrics.