[Hiring] Records Retrieval Specialist II @U.S. Legal Support

Role Description

As a Records Retrieval Specialist II, you will play a critical role in managing and expediting medical and legal record requests while delivering exceptional service to clients, healthcare providers, custodians, and internal teams. This highly interactive position requires daily communication with record custodians, healthcare facilities, clients, and colleagues. The ideal candidate is comfortable working in a high-volume environment, enjoys building professional relationships, and possesses the persistence and attention to detail necessary to ensure records are retrieved accurately and within established service standards.

Key Responsibilities

• Records Retrieval & Follow-Up
  • Proactively contact record custodians, healthcare facilities, and other providers to obtain requested records.
  • Monitor outstanding requests and take appropriate action to expedite retrieval efforts.
  • Follow up consistently to ensure records are received accurately and within established service level expectations.
  • Research delays and identify solutions to overcome barriers to retrieval.
  • Maintain detailed documentation of all communications and retrieval activities.
  • Ensure records are received, processed, and delivered according to company standards.
• Client Service & Relationship Management
  • Serve as a primary point of contact for clients regarding order status and record requests.
  • Build and maintain professional relationships with clients, facility personnel, and custodians.
  • Provide timely updates and exceptional customer service throughout the retrieval process.
  • Resolve questions and concerns in a professional and service-oriented manner.
  • Deliver a positive customer experience while balancing competing priorities.
• Data Entry & Order Management
  • Accurately enter and maintain records request information within company systems.
  • Track orders throughout the retrieval lifecycle and provide updates as needed.
  • Maintain organized, detailed, and accurate account documentation.
  • Ensure data integrity by reviewing information for completeness and accuracy.
  • Update CRM and workflow systems in accordance with company procedures and standards.
• Problem Resolution & Communication
  • Communicate order status and retrieval updates to clients in a timely manner.
  • Research and resolve issues related to records requests, services, and documentation.
  • Escalate complex concerns when appropriate and assist in developing effective solutions.
  • Navigate challenging conversations professionally while maintaining strong relationships.
  • Partner with internal departments to achieve successful outcomes for clients.
• Operational Support
  • Participate in departmental initiatives and special projects.
  • Adhere to company policies, compliance requirements, and quality standards.
  • Support team goals and contribute to continuous process improvement efforts.
  • Assist with workflow management and operational priorities as business needs require.

Qualifications

• High School Diploma or equivalent.
• 3-5 years of customer service, client support, account management, records retrieval, or related experience.
• Strong computer skills and the ability to navigate multiple applications simultaneously.
• Proficiency with Microsoft Office and data entry systems.
• Excellent organizational, communication, and multitasking skills.
• Comfortable working in a fast-paced, phone-based environment.

Requirements

• Strong customer service skills with the ability to build rapport quickly and professionally.
• Excellent verbal and written communication skills.
• Confidence speaking with providers, clients, and internal stakeholders throughout the day.
• Ability to work in a high-volume outbound calling environment, averaging 60-80 calls per day.
• Strong organizational and multitasking abilities.
• Exceptional attention to detail and follow-through.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
• Ability to work independently while collaborating effectively within a team environment.
• Dependability, accountability, and commitment to delivering high-quality service.

Benefits

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Ongoing Training and Development Opportunities
• Professional Growth and Advancement Opportunities
• Supportive and collaborative team environment