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Getting Started Guide
Learn the basics of navigating MRO Connect and setting up your account
Account Security
Understand how to keep your account secure and manage your privacy settings
Dashboard Overview
Master your dashboard and understand the key metrics and features
HIPAA Compliance
Learn how MRO Connect maintains HIPAA compliance and data security
Help Categories
Getting Started
Welcome to MRO Connect
MRO Connect is a comprehensive platform for Medical Review Officers, healthcare providers, and patients to streamline medical review processes.
- Automated workflows for faster processing
- Real-time notifications and updates
- HIPAA-compliant secure data handling
- Role-based dashboards for different user types
Account Setup & First Login
Follow these steps to get started with your MRO Connect account:
- Check your email for the welcome message and activation link
- Click the activation link to verify your email address
- Create a strong password (minimum 8 characters)
- Complete your profile information
- Set up two-factor authentication for enhanced security
- Explore your dashboard and familiarize yourself with the interface
Understanding User Roles
MRO Connect supports different user types, each with specific capabilities:
- Medical Review Officers (MROs): Review cases, make medical determinations, schedule appointments
- Patients: View results, book appointments, upload documents
- Business Administrators: Manage users, view analytics, handle billing
- Lab Technicians: Process test orders, submit results, maintain quality control
- Auditors: Access compliance reports, review audit trails
Account Management
Profile Settings
Manage your personal information and account preferences:
- Update contact information and professional details
- Change password and security settings
- Set notification preferences
- Configure timezone and language settings
- Upload professional licenses and certifications
Password Reset & Security
If you can't access your account:
- Go to the login page and click "Forgot Password"
- Enter your email address
- Check your email for a password reset link
- Click the link and create a new password
- Log in with your new password
Security Best Practices:
- Use a unique, strong password
- Enable two-factor authentication
- Log out when using shared computers
- Report suspicious activity immediately
Core Features
For Medical Review Officers
Case Management:
- Review pending cases from your dashboard
- Access complete medical histories and test results
- Make determinations and update case status
- Generate compliance reports and documentation
- Schedule follow-up appointments when needed
Appointment Scheduling:
- View your calendar and availability
- Book appointments with patients
- Send automated reminders
- Conduct virtual consultations
For Patients
Viewing Results:
- Access your test results and medical reviews
- Download reports and documentation
- Track the status of ongoing reviews
- View historical medical data
Appointments & Communication:
- Book appointments with available MROs
- Upload additional medical documents
- Receive notifications about case updates
- Access educational resources
For Business Administrators
User Management:
- Add and remove team members
- Assign roles and permissions
- Monitor user activity and compliance
- Generate user access reports
Analytics & Reporting:
- View organizational metrics and KPIs
- Track case processing times and outcomes
- Generate compliance and audit reports
- Monitor system usage and performance
Troubleshooting
Login & Access Issues
Common login problems and solutions:
- Forgot Password: Use the password reset link on the login page
- Account Locked: Contact support after multiple failed login attempts
- Two-Factor Authentication Issues: Use backup codes or contact support
- Browser Compatibility: Use Chrome, Firefox, Safari, or Edge (latest versions)
- Clear Browser Cache: Clear cookies and cache if pages aren't loading correctly
File Upload Problems
Supported file formats and troubleshooting:
- Supported Formats: PDF, JPG, PNG, DOC, DOCX (max 10MB per file)
- Upload Failures: Check your internet connection and file size
- Processing Delays: Large files may take several minutes to process
- Security Scanning: All files are automatically scanned for security
Compliance & Security
HIPAA Compliance
MRO Connect maintains strict HIPAA compliance:
- Data Encryption: All data is encrypted in transit and at rest
- Access Controls: Role-based permissions ensure appropriate access
- Audit Trails: Complete logging of all system access and changes
- Business Associate Agreement: Available for healthcare organizations
- Regular Security Audits: Third-party security assessments and penetration testing
Data Security & Privacy
How we protect your information:
- Data Centers: SOC 2 Type II certified facilities
- Backup & Recovery: Automated daily backups with disaster recovery
- Access Monitoring: Real-time monitoring of unusual access patterns
- Data Retention: Configurable retention policies based on compliance requirements
- Right to Deletion: Users can request data deletion in accordance with privacy laws
Billing & Subscriptions
Understanding Your Bill
MRO Connect billing is based on:
- Base Subscription: Monthly or annual platform access
- User Licenses: Per active user in your organization
- Usage Fees: Based on volume of cases processed
- Additional Features: Advanced reporting, integrations, premium support
Billing cycles run monthly, and invoices are sent via email.
Payment Methods & Changes
Managing your payment information:
- Accepted Methods: Credit cards, ACH transfers, wire transfers
- Update Payment Info: Access billing settings in your account
- Failed Payments: Automatic retry with email notifications
- Payment History: View and download past invoices
Frequently Asked Questions
What is MRO Connect and how does it work?
MRO Connect is a comprehensive platform that streamlines medical review processes for healthcare professionals. It automates workflows, provides real-time updates, and ensures HIPAA compliance while improving efficiency and patient outcomes.
Who can use MRO Connect?
MRO Connect serves Medical Review Officers, healthcare providers, patients, laboratory technicians, and business administrators. Each user type has specific features and capabilities tailored to their role.
Is MRO Connect HIPAA compliant?
Yes, MRO Connect is fully HIPAA compliant with end-to-end encryption, audit trails, access controls, and regular security assessments. We provide Business Associate Agreements for healthcare organizations.
What browsers are supported?
MRO Connect supports the latest versions of Chrome, Firefox, Safari, and Microsoft Edge. For the best experience, we recommend keeping your browser updated to the latest version.
How do I reset my password?
Click "Forgot Password" on the login page, enter your email address, and check your email for a password reset link. Follow the instructions to create a new password.
How long do test results take?
Processing times vary by test type and complexity. Most routine reviews are completed within 24-48 hours, while complex cases may take 3-5 business days. You'll receive notifications when results are available.
Still Need Help?
Can't find what you're looking for? Our support team is here to help you get the most out of MRO Connect.
Support Hours
Paid Subscribers: 24/7 priority support via ticketing system
General Support: Monday - Friday, 8:00 AM - 6:00 PM PST
Emergency Support: Available 24/7 for critical system issues