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This month, we highlight BHN's medical records department and its dedicated team that manages 400-500 medical record requests each month, with an impressive turnaround time of 4-5 days. Before the medical records department was established in 2021, client records were managed separately by each program at BHN. The establishment of the department standardized, centralized, and streamlined the request process, resulting in improved customer service and client care for both staff and clients. The team is committed to continuously improving and enhancing the efficiency of medical records processing and deliverables. 

When the medical records team was initially established, it had just two staff members and oversaw records for seven outpatient programs. Since 2021, the team has significantly expanded its scope, now overseeing medical records for 54 BHN programs and employing seven staff members. The Medication-Assisted Treatment (MAT) programs are the last remaining programs the department needs to manage records for. 

In addition to processing incoming and outgoing medical records requests for clients, the department performs a variety of tasks that include collaborating with the Med Team and external organizations for psychiatric providers needing medical records, handling urgent requests, compiling necessary medical records for client referrals, managing insurance audits and court orders, processing chart reviews, assisting clients with authorizations, providing Spanish translation services, reviewing records before release, and redacting sensitive information when necessary. The department also works closely with all programs to guide the medical records process. 

Clients are required to fill out an authorization request to access medical records. If a client completes an authorization with another organization to have BHN send their medical records, staff ensure the authorization is valid. To ensure the protection of records, staff remain updated on compliance, HIPAA, and CFR Part 2 trainings. Client identification is verified before releasing any information, and a log of disclosures is maintained. 

The medical records team is easily accessible at their window located at 417 Liberty St. Entrance B, across from Crisis where clients can make record requests or pick up records. Clients can also contact the department by emailing BHN-cenralizedmedicalrecordsteam@bhninc.org or calling 413-304-2848. The fax number is 413-707-0452.