Records Support Specialist

Steno

5d • $24 - $29

About The Position

The Records Support Specialist is the first line of support for Records Retrieval clients, responding to inbound calls, emails, and Zendesk tickets. The role provides updates on open requests in Record Vault, answers questions about the records retrieval process, reviews new orders for completeness, and follows up to obtain missing information. It also involves identifying and resolving request blockers, escalating issues and time-sensitive requests, coordinating with Records Retrieval managers, Account Managers, and Records Associates, and keeping clients informed about progress.

The specialist may report on a client's open request pipeline, route non-Records questions to the appropriate teams, and handle protected health information in compliance with Steno's HIPAA and cybersecurity procedures. The role also helps develop and improve playbooks, macros, and knowledge base content for the Records line of business. The stated schedule is Monday through Friday, 8 a.m.–5 p.m. Pacific Time.

Requirements

• 1–3 years of phone-based customer support experience.
• Ability to stay calm under pressure and demonstrate urgency and commitment to excellent customer service.
• Strong written and verbal communication skills.
• Organization and a process-driven approach to managing competing priorities across phone and ticket queues.
• Comfort with Zendesk, Slack, and records request management platforms.
• Familiarity with HIPAA and experience handling sensitive information.
• Availability Monday through Friday, 8 a.m.–5 p.m. Pacific Time.

Nice To Haves

• Experience in healthcare administration, medical records, personal injury, or legal operations.

Responsibilities

• Respond to inbound calls, emails, and Zendesk tickets as the first line of support for Records Retrieval clients.
• Check and communicate the status of open requests in Record Vault, treating all status details as protected health information.
• Answer client questions about records retrieval processes, timelines, requirements, and next steps.
• Review new orders for completeness, acknowledge receipt, and follow up for missing information.
• Identify common blockers, resolve those within the role's control, and escalate other issues to the Records team.
• Flag time-sensitive requests to Records Retrieval managers and Account Managers, 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 appropriate team, including 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 the Records line of business.

Benefits

• Premium medical, dental, and vision coverage, with some plans covering 100% of premiums for employees and their families.
• Shared wellness and mental health benefits for employees and families.
• Flexible paid time off.
• Options of equity.
• Access to a company-provided 401(k) account.
• Home office setup and a monthly stipend to offset internet and phone costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed