Colorado PI Firm: Automating 100+ Records Requests Weekly

The Challenge

This Colorado-based personal injury firm was overwhelmed by the volume of medical records requests required for their cases. Each case required contacting multiple providers, hospitals, and insurance companies — a process that was taking 15+ hours per week and frequently resulted in missed deadlines or incomplete records.

The Solution

We built a comprehensive records request automation system using Make.com that:

1. Automated Request Generation: Templates that auto-populate with case-specific information
2. Multi-Channel Delivery: Automatic fax, email, and portal submissions to providers
3. Follow-up Workflows: Automated reminders and escalation procedures for non-responsive providers
4. Tracking Dashboard: Real-time visibility into request status and deadlines

Implementation Process

• Week 1: Analyzed existing records request process and provider requirements
• Week 2: Built automated templates for different record types
• Week 3: Integrated with fax services and provider portals
• Week 4: Created follow-up automation and tracking systems
• Week 5: Training and full deployment

The Results

The automation system delivered immediate and significant improvements:

• 100+ records requests automated per week
• 15 hours saved weekly on administrative tasks
• Zero missed deadlines since implementation
• 95% faster records turnaround time
• Improved case preparation efficiency
• Enhanced client communication with status updates

Key Takeaways

Records requests are a perfect candidate for automation because they're highly repetitive with predictable workflows. The key is creating a system that not only sends requests but also tracks responses and follows up automatically. This firm now processes more cases with the same staff while maintaining perfect compliance with deadlines.