Record Retrieval Spec I

U.S. Legal Support•Houston, TX

About The Position

As a Records Retrieval Specialist II, you will manage and expedite medical and legal record requests while providing service to clients, healthcare providers, custodians, and internal teams. The role involves frequent communication in a high-volume environment and requires persistence, attention to detail, and a focus on accurate, timely retrieval within established service standards. The position is based in Houston, Texas, and follows a Monday-Friday schedule during standard business hours. It operates in a professional office and/or remote work environment. The company describes its culture as collaborative and supportive, with a focus on accountability, continuous improvement, and exceptional service.

Requirements

High school diploma or equivalent.
3-5 years of customer service, client support, account management, records retrieval, or related experience.
Strong computer skills and ability to navigate multiple applications simultaneously.
Proficiency with Microsoft Office and data entry systems.
Excellent organizational, communication, and multitasking skills.
Comfort working in a fast-paced, phone-based environment.
Strong customer service, verbal and written communication, relationship-building, and problem-solving skills.
Ability to handle a high-volume outbound calling environment, averaging 60-80 calls per day.
Exceptional attention to detail, organization, follow-through, and ability to manage multiple priorities accurately and meet deadlines.
Ability to work independently and collaborate effectively with a team.
Dependability, accountability, and commitment to high-quality service.
Candidates must be legally authorized to work in the United States.

Nice To Haves

Experience in legal services, healthcare, medical records, insurance, call center, or related industries.
Prior records retrieval, collections, or account management experience.
Experience using CRM or workflow management systems.
Experience in a production- or metrics-driven environment.

Responsibilities

Contact record custodians, healthcare facilities, and other providers to obtain requested records.
Monitor outstanding requests, follow up, expedite retrieval, research delays, and identify solutions to retrieval barriers.
Document communications and retrieval activities, and ensure records are received, processed, and delivered according to company standards.
Serve as a primary client contact for order status and record requests; provide timely updates and resolve questions or concerns professionally.
Build and maintain professional relationships with clients, facility personnel, and custodians.
Enter and maintain request information, track orders, keep account documentation accurate, and update CRM and workflow systems.
Research and resolve issues related to requests, services, and documentation; escalate complex concerns when appropriate.
Partner with internal departments to achieve successful client outcomes.
Participate in departmental initiatives and special projects, adhere to company policies and quality standards, support team goals and process improvement, and assist with workflow and operational priorities as needed.