FROM: Barbara Hannah, Chief Counsel
SUBJECT: LCS Record Retrieval Services
RECOMMENDATION:
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Recommend that the Board approve a contract for services with LCS Record Retrieval; authorize the Chief Executive Officer to execute an agreement with LCS in a form approved by Chief Counsel.
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BACKGROUND:
As part of SBCERA's disability retirement process, staff utilizes the services of an external vendor to retrieve medical records. With the current vendor, we have experienced delays and inconsistent communication, which have resulted in periodic backlogs. As a result, staff recommends transitioning the retrieval of records to LCS Record Retrieval Services.
As part of a strategic review aimed at enhancing service quality and timeliness, staff initiated a vendor comparison process to evaluate potential improvements to current operations. During this process, staff assessed vendor services based on the following standards:
* Turnaround time;
* Communication and customer service;
* Technology tools;
* Compliance with data protection regulations; and
* Costs and fee structure.
Given the above, LCS offered the best overall alignment with staff's expectations.
Staff believes that LCS will offer significantly reduced turnaround times compared to the current vendor. In addition, LCS will assign a dedicated representative who serves as a consistent point of contact for service inquiries, escalations, and coordination. The platform is user-friendly for real-time tracking requests, document retrieval, and communication. With safeguards in place for HIPAA and other privacy standards, LCS meets all data protection requirements, ensuring the secure handling of sensitive personal and medical information. In regards to costs and fees, while LCS's pricing remains competitive, the added value in time savings, reduced administrative friction, and streamlined communication offers measurable long-term cost efficiency.
Overall, staff's decision to c...
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