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Home Resources Frequently asked questions Frequently asked questions The questions we get most, answered plainly — turnaround times, fees, what we can and can't release, and how to check where your request stands. If yours isn't here, our team picks up the phone. Book a demo Trusted across the network 490K+ record requests fulfilled annually
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Requesting records How long does a records request take? It depends on the request and the provider. Requests for your own records are generally subject to a 30-day federal deadline. Commercial requests vary by state and by how complete the request is when it arrives — a request with a valid authorization and a clear scope moves substantially faster than one that needs clarification. Once your request is priced, you get an email with a link to the records. Requests that need paper or archived records take longer, because those have to be located and released securely. How do I check the status of my request? Use the request status lookup with your request number. You do not need an account and you do not need to call the provider’s office. Status is online in real time, 24/7, from the moment the request is logged to the moment the records are ready. Why am I being charged for my records? Providers may charge a reasonable, cost-based fee for copying and delivering records. What that fee can be is limited by federal rules and, in many cases, by a state fee schedule. Patients requesting their own records pay substantially less than commercial requesters such as law firms and insurers. The platform prices each request automatically from local, state, and federal rules, and you’re charged on the fee schedule you agreed to at signup. Records move at no charge only between healthcare providers requesting from each other. I think I was overcharged. What can I do? Submit a pricing review with your request number. We’ll check the fee against the applicable state schedule and the request type, and correct it if it is wrong. Can I get records for someone else? Yes, with the right authority. For a minor child, a parent or guardian can usually request. For an adult, you need their written authorization or legal authority such as a power of attorney or healthcare proxy. Can I use ChartRequest to get my own records? Yes. Sign up as a patient and a step-by-step workflow walks you through requesting your records, or a dependent’s, from your provider. If you want to keep your records and share them with any provider or organization, the Subscribe and Share plan costs $4.99 a month. Why isn’t my request available instantly? Every release has to be checked before it goes out. The requester is authenticated, the request is logged and verified, the records are pulled from wherever they’re kept, and only the information the request calls for is released. Those steps protect the patient’s privacy and the provider’s liability, and they’re why a records request takes days rather than seconds. Releasing records What does ChartRequest cost a provider? It depends which model you use. ChartRequest Complete is full service at a flat rate set by your volume and billable mix. ChartRequest Select is the same service at no cost to eligible specialties whose billable requests outnumber non-billable ones, because billable requesters cover it. ChartRequest Pro is self-service software on a revenue share. The comparison page sets out the differences. Do we have to integrate with our EHR first? No. ChartRequest works with any EHR, with no integration required, so a records department can go live without waiting on an interface build. Integration is available where volume justifies it. What happens to our existing backlog? Open requests are migrated during onboarding, so the queue you start with reflects what you actually owe rather than starting empty beside a paper log. Can we see documentation for a security review? Yes. Current SOC 2 documentation and security program detail are available through your account team. How is the platform secured? The platform is HIPAA compliant and regularly audited. Every transfer is protected by 256-bit SSL, 2048-bit private keys, and multilayered AES encryption. The infrastructure runs redundant firewalls and web application protection, DoS and DDoS mitigation, monitored intrusion detection, and multi-factor authentication for server management. Still have a question Ask the support team If your question isn’t answered here, call or email. Have your request number ready if you have one. Call or fax Phone: +1 (888) 895-8366 Fax: +1 (402) 218-4831 Calling is the quickest way to sort out a request that is stuck. Email support@chartrequest.com For anything you need to attach a document to. Mail a check PO Box 931035 Atlanta, GA 31193-1035 The billing address for paying an invoice by check. Where to go next Glossary Plain definitions for HIM, ROI, TAT, and the rest of the vocabulary in statutes, invoices, and request forms. Go to Glossary ROI calculator Estimate what records custodianship costs: a one-time implementation fee and monthly management across your retention period. Go to ROI calculator Contact us Routes to the team that can act on your question, rather than one form that reaches everybody and nobody. Go to Contact us
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Founded 2012 in Atlanta, GA. The medical records exchange network — release and retrieval on one HIPAA-compliant platform.

Health information, exchanged the right way

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