UW MRR Associate - Med Rec Subsection

Medical Records Section

Explore the Medical Records section of the Pet Medical History tab!

start

What Is It?

The Medical Records section can be found at the top of the Pet Medical History tab in Blender. It's essentially a repository for all medical documents, which may include:

• Medical records (SOAP notes)
• Line item records
• Diagnostic or lab results
• Adoption, shelter, or breeder records
• Vaccine records

It's split into two subections: Medical Records and Vet Notes From Past claims.

Next Page

Medical Records Subsection

The Medical Records subsection is a repository for full or complete medical records that are prior to the policy effective date and/or during the applicable waiting periods. Click on the blinking dots below to explore this subsection further!

Important

Demo Video

Next Page

Vet Notes From Past Claims Subsection

The Vet Notes From Past Claims subsection is where all of the records associated with a specific claim are housed. That means that they're date of loss records and not to be reviewed by the Medical Record Review team. As such, MRR Associates do not need to worry about this subsection or its content! The Claim Advocate is responsible for reviewing all records past the illness waiting period.

Demo Video

Fun Fact!

End

File Name: This column is the name of the uploaded document. This will likely be the same name that the sender (i.e. vet clinic, policyholder) used when sending the document to us. This cannot be edited once it's uploaded into this subsection.

Dropdown Arrow: The dropdown arrow on the right hand side of the subsection is to delete documents. However, we do not ever delete attachments from a claim file. So ultimately, please never use this feature even if there are 100 duplicate files. If you come across sensitive information (like credit card number or social security number), talk to your Lead about redacting sensitive information but do not delete it.

Exception

Uploaded At: This column is self explanatory - it's the date and time when it was uploaded into Blender. This cannot be edited and is created automatically at the time of the upload.

Description: The description column is what Lemonade labeled the file as. This will always be the clinic name, date range, and document type (if applicable). The Medical Record Review (MRR) team is NOT typically responsible for labeling documents - that is up to the Claim Advocate who requested the MRR. The ONLY time an MRR Associate is expected to label a document is if additional records were received after the MRR request and before they complete the MRR. This typically only happens if a vendor who assists in collecting records attaches a record after the initial request was sent by a Claim Advocate. So this should be seldom. FYI: An MRR Associate can edit the description if they discover that it's incorrect, but they are not required to do so.

Guru card with more information about labeling!

Demo Video: Below is a short demo ideo of the Medical Records section if there's very little information available.

Reviewed By: This column indicates who reviewed that specific document. If there is no name in that column, it means that it hasn't been reviewed by anyone. In the example below, Sabrina reviewed records from Broadview and Stephanie reviewed records from Aurora. But no one has reviewed now from Pet Doctor yet.

Fun Fact: If the medical records are prior to the policy effective date and go all the way through to the date of loss, they'd still go in the uppermost Medical Records subsection since those constitute as full or complete medical records.

Add Record: The 'Add Record' button is to upload any additional records into the Medical Records subsection. This should be if the records are prior to the policy effective date or during the illness waiting ONLY. Date of loss records belong elsewhere (and not necessary for MRR Associates).

File Reviewed This column indicates if medical records have been reviewed or not. If ther's a check in place, it means the document has been reviewed. If it's blank, it has not been reviewed. In the example below, the records from Pet Doctor have not been reviewed and the records from Broadview and Aurora have been reviewed. This box can either be checked manually if you reviewed it (and your name will automatically appear) or its done automatically when you've marked an MRR as complete.

Important: Please only mark the Review Completed box if you reviewed the records in full AND recorded all applicable information was documented in the Medical Timeline and Pre-Existing Conditions table (both to be discussed shortly). While the MRRs being sent to you should be complete, you have to use your knowledge and discretion as well to determine if that's the case. Unfortunately, there is no way of unchecking the box in this section. While you can always uncheck the medical record review status box (which we'll see in another section), these boxes won't uncheck no matter what.

Demo Video: Below is a short demo ideo of marking the Review Completed checkbox (both manually and automatically). Click the link below to watch!