Record Retrieval Spec I

U.S. Legal Support•Plymouth, MN

13d•Onsite

About The Position

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, providers, and internal teams. This highly interactive position requires daily communication with healthcare facilities, records custodians, clients, and colleagues. The ideal candidate is comfortable working in a high-volume, phone-based environment, excels at multitasking, and possesses the persistence and attention to detail necessary to ensure records are retrieved accurately and within established service standards.

Requirements

Exceptional customer service skills with a strong focus on relationship building.
Ability to quickly establish rapport and communicate effectively with a variety of customers and providers.
Strong verbal and written communication skills.
Confidence working in a high-volume outbound calling environment.
Excellent organizational and time-management skills.
Strong attention to detail and commitment to accuracy.
Ability to manage multiple priorities and deadlines simultaneously.
Analytical thinking and strong problem-solving abilities.
Self-motivation and the ability to work independently.
A positive, team-oriented attitude and commitment to excellence.
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 Suite and data entry systems.
Ability to make and manage a high volume of outbound calls (approximately 60-80 calls per day).
Strong organizational, communication, and multitasking skills.

Nice To Haves

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

Responsibilities

Proactively contact healthcare facilities, records custodians, and other providers to obtain requested records.
Monitor outstanding requests and take appropriate action to expedite record retrieval.
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 records of all communications and retrieval efforts.
Serve as a primary point of contact for clients regarding order status and records requests.
Build and maintain professional relationships with clients, facility personnel, and record custodians.
Provide timely updates and exceptional customer service throughout the retrieval process.
Resolve client questions and concerns in a professional and service-oriented manner.
Deliver a positive customer experience while balancing multiple priorities.
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 accuracy and completeness.
Update CRM and workflow systems in accordance with company standards.
Communicate order status and retrieval updates to clients in a timely manner.
Research and resolve issues related to records requests, documentation, and provider requirements.
Escalate complex issues when appropriate and collaborate on effective solutions.
Navigate challenging conversations professionally while maintaining strong customer relationships.
Partner with internal departments to achieve successful outcomes for clients.
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.