Modernizing Patient Identity Verification for Faster, More Secure Record Requests
MRO is The Single Source for Smarter Data™—driving a new era of clinical data intelligence where data is connected, structured, and transformed into actionable insights. The result: confident decisions, operational precision, accelerated research, and most importantly, better patient care.
For healthcare organizations, patient record requests are supposed to be routine. In reality, they’re complex, time-consuming, and fraught with risk.
MRO’s legacy process required patients to navigate a multi-step identity verification flow—selfies, ID uploads, manual reviews—before they could access their own health information.
Existing workflows were designed around internal operations, not patients, introducing friction at the very moment trust needed to be established.
The result: The company saw high drop-off rates, slow turnaround times, and mounting pressure on health information management teams to balance access, privacy, and compliance.
Amit Shah, VP of Product Management at MRO, has spent his career solving complex healthcare workflow challenges. When he examined the patient record request process, his diagnosis was unsparing.
“We were asking patients to jump through hoops just to get their own data,” said Amit Shah, VP of Product Management at MRO. “That friction wasn’t just a UX issue, it was a trust issue.”
In fact, a recent survey of more than 1,000 consumers by MRO found that 84% of patients who attempted to access their health data in the past year said an online patient portal or mobile app made the process easier—with seamless login and identity verification ranking among the most important factors.
The objective became clear: simplify record requests for patients without sacrificing security or compliance.
The answer came in the form of Prove Pre-Fill®. Rather than asking patients to prove who they are through an onerous series of manual steps, Prove Pre-Fill® could pre-populate the process with verified identity data from the start.
Shah and the MRO team updated Patient Central with Prove Pre-Fill® as the core engine. Prove Pre-Fill® pre-populates onboarding forms with verified identity information, allowing patients to confirm who they are quickly and securely across any device, eliminating photo uploads, manual data entry, and the inconsistent human review steps that had long plagued the process.
"The significance is that it's native to the application," Shah explains. "It's not bolted on. Prove Pre-Fill® replaces older, manual steps with a seamless, consistent process that reduces friction for patients while strengthening security and compliance."
By embedding Prove Pre-Fill® directly into the Patient Central workflow, MRO was able to:
The result: a verification process that previously required 10-steps was redesigned into a quick, seamless experience that didn’t sacrifice security or compliance.
The results have been unambiguous:
"Prove Pre-Fill® didn't just simplify the process — it transformed it. Patients can now verify their identity and access their records in a fraction of the time, with far greater confidence that their data is secure."
— Amit Shah, VP of Product Management, MRO
For Shah, the results point to something bigger than one product or one workflow. Identity verification is becoming the foundation of digital health — and how organizations handle that moment of trust will define the experiences they're able to build.
"Identity is no longer just a security layer. It's an enabler of better digital health experiences — ensuring organizations know who they're interacting with, and that patients feel confident their data is secure."
— Amit Shah, VP of Product Management, MRO
MRO's vision is a future where access to clinical information is frictionless for patients, while providers maintain the trust, compliance, and safeguards required to protect health data. For Shah, the path there isn't about adding m
.png)
