Creating Copy Service Orders

FluentCase’s integrated copy service allows you to order medical records, employment records, and other documents directly from within your matters.

Note: If you experience any issues with orders that are incomplete or do not meet your requests, please communicate directly with the copy service vendor to resolve the matter.

Creating an Order

Access to Matter Data and Vendor Access

Two separate settings control what a copy service vendor can see and do.

Access to Matter Data (per order)

Each order has an Access to Matter Data section. Choose one option:

• Full Access to Documents, Parties, and Injuries - Activities, Tasks, and Events are not shared. Notes in Case Details are shared.
• Parties, Injuries, and Document Names Only - The vendor contacts you to request specific documents or more information as needed.
• Minimal. Only share data implied on this order form. - Shares the selected injury (no secondary injuries), the Applicant, Provider, and Billing Party contact information, and the documents attached to the order. May cause delays.

To set the default for new orders, go to Firm Settings → Copy Service Order Defaults → Access to Matter Data.

Vendor Access (per vendor)

Firm Settings → Vendor Access lists your copy service vendors, each with a switch. Turning a vendor’s switch on lets that vendor sign in to your firm’s FluentCase account with limited permissions:

• View your firm’s data, like a read-only user (Fees and accounting are excluded)
• Create copy service orders, contacts, and parties
• Edit or delete only records the vendor created (contacts and parties within 72 hours of creating them)

The vendor cannot delete your firm’s other data. Leave Vendor Access off unless you want the vendor to work directly in your account. Access to Matter Data still controls what each order shares.

Service Types

Supported Record Retrieval Categories

Available Categories:

• Medical
• Wage
• Insurance
• Banking
• Cal OSHA
• ODAR
• Billing
• Employment
• Police Records
• WCAB Case File
• EDD - Disability
• School
• Psychiatric
• Claims
• Legal
• WCIRB
• EDD - Unemployment
• Other

Information needed:

• Provider name and address
• Claimant/patient name and DOB
• Date range of records
• Specific records needed

X-Rays

Types:

• Radiology reports
• Physical films
• Digital films
• Film breakdown with intent to order
• Film breakdown only (no intent to order)

Information needed:

• Radiology facility name and address
• Claimant/patient name and DOB
• Date range of imaging
• Specific films or reports needed

Workers’ Compensation Orders

WC-Specific Fields

For WC matters, additional fields available:

• Claim Number - WC claim number
• Date of Injury - DOI
• Body Parts - Injured body parts
• Employer - Employer at time of injury
• Insurance Carrier - WC carrier

These auto-populate from matter if already entered.

Common WC Orders

Primary Treating Physician:

• All treatment records
• Work status reports
• Progress notes
• Treatment plans

Specialists:

• Orthopedic records
• Pain management
• Physical therapy
• Chiropractic

Evaluators:

• QME reports
• AME reports
• IME reports

Attaching Documents

Best Practice: Upload Documents Before Order Submission

To make it easier to select attachments during order creation, upload all required documents to the matter prior to submitting your copy service order. This allows you to quickly select from existing matter documents rather than uploading them during the order process.

Authorization Forms

Attach signed authorization documents:

1. Upload authorization to matter documents first
2. While creating order, click Attach Documents
3. Select authorization from matter documents
4. Document sent with request

Common authorization types:

• HIPAA Release
• Medical Authorizations
• Proof of Visit

Supporting Documents

Attach additional documents as needed:

• Previous records requests
• Correspondence with provider
• Insurance information
• Claim forms

Second Sets

Ordering Second Sets

If you already have records and need another copy:

1. Create new order
2. Check Second Set
3. Reference original order
4. Usually lower cost

Use cases:

• Sending to expert
• Providing to opposing counsel
• Client copy
• Court filing

Special Instructions

What to Include

Use special instructions for:

• Specific date ranges
• Specific types of records
• Format preferences (paper vs. digital)
• Delivery instructions
• Billing instructions

Examples:

• “Only records related to back injury”
• “X-rays and MRI images on CD”
• “Itemized billing only”
• “Send directly to expert witness”

Format Requests

Specify format:

• Paper - Physical copies
• Digital - PDF files
• CD/DVD - Images and large files
• Both - Paper and digital

Tracking Orders

Order Status

Track order progress:

1. Go to Copy Service tab
2. See all orders for matter
3. Status shows:
   • Submitted - Order placed
   • In Progress - Being processed
   • Completed - Records received
   • Cancelled - Order cancelled

Finding Older Orders

The firm-wide Copy Service Orders list shows open orders plus closed orders submitted in the last 180 days. Older closed orders do not appear there. To find them, open the matter and go to its Copy Service tab, which lists all of the matter’s orders regardless of age or status.

Status Updates

Receive notifications:

• Email when order submitted
• Email when records received
• In-app notifications
• Status changes in FluentCase

Estimated Completion

See estimated completion date:

• Based on service type
• Based on rush level
• Updates if delayed

Receiving Records

When Records Arrive

1. Notification sent
2. Records uploaded to matter
3. Invoice generated
4. Review records

Reviewing Records

1. Go to Documents tab
2. Find copy service records
3. Review for completeness
4. Check against order

Missing Documents

Only documents the vendor uploads to the order, such as subpoenas and the records received, appear with the order. If a document you expected is missing, contact the vendor to confirm whether they uploaded it to the order.

Managing Orders

Editing Orders

Before submission:

1. Click Edit
2. Make changes
3. Click Save

After submission:

1. Contact copy service
2. Request changes
3. May incur additional fees

Cancelling Orders

1. Find order
2. Click Cancel Order
3. Confirm cancellation

Duplicate Orders

Avoid duplicate orders:

• Check existing orders first
• Use second set if already ordered
• Coordinate with team

Best Practices

Ordering

• Complete information - Provide all details
• Accurate dates - Correct date ranges
• Signed authorization - Always attach
• Special instructions - Be specific
• Check for duplicates - Avoid duplicate orders

Timing

• Order early - Don’t wait until last minute
• Plan for delays - Allow extra time
• Use rush wisely - Only when necessary
• Track deadlines - Monitor completion dates