[Hiring] Records Support Specialist @Steno

Role Description

• Respond to inbound calls, emails, and tickets in Zendesk as the first line of support for Records Retrieval clients.
• Check and communicate status on open requests in Record Vault, treating every status detail as PHI.
• Answer client questions about how records retrieval works, including timelines, requirements, and next steps.
• Review new orders for completeness (such as a correctly completed authorization), acknowledge receipt, and follow up on missing information.
• Identify common blockers like a missing or invalid authorization, wrong facility, or non-responsive custodian, resolve what's within your control, and escalate the rest to the Records team.
• Flag time-sensitive requests to Records Retrieval managers and Account Managers so they get prompt attention, and keep clients updated on progress.
• Partner with Account Management to maintain a catalogue of firm preferences and handle urgent requests.
• Work with Records Associates to track request status, investigate delays, and communicate changes to clients.
• Pull and report on a client's full open request pipeline as needed.
• Triage and route non-Records questions to the right team, whether Scheduling, Production, or Billing.
• Handle sensitive PHI in compliance with Steno's HIPAA and cybersecurity procedures.
• Help build and refine playbooks, macros, and knowledge base content for our growing Records line of business.

Qualifications

• 1-3 years of phone-based customer support experience.
• Stay calm under pressure and bring a deep sense of urgency and commitment to excellent customer service.
• Strong written and verbal communication skills.
• Organized and process-driven, able to manage competing priorities across phone and ticket queues.
• Comfortable with Zendesk, Slack, and records request management platforms.
• Familiar with HIPAA and experienced handling sensitive information.
• Experience in healthcare administration, medical records, personal injury, or legal operations (preferred, not required).
• Available Monday-Friday, [8-5pm PT].

Benefits

• Pay - $24-$29/hour.
• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks.
• Wellness/Mental Health - shared benefits to be used among employees and families.
• Flexible Paid Time Off - allowing employees to find balance in their lives.
• Options of Equity - we know our success is nothing without our team.
• Access to a company-provided 401(k) account.
• A home office setup and a monthly stipend to offset internet and phone costs.

Company Description