Record Retrieval Specialist

Summary

The Record Retrieval Specialist is responsible for various tasks associated with the collection of records and any other associated documents deemed necessary by clients. Specialists work within an assigned caseload of subjects and are responsible for obtaining the records within the service level agreement contractually agreed upon with the client. The Record Retrieval Specialist is the primary point of contact with the record custodian.

Essential Duties & Responsibilities

• Adhere to guidelines and procedures established by client service level agreements, internal operational level agreements and project scope of work regarding record request turnaround time
• Properly and timely process record request orders from various sources including but not limited to electronic direct orders, legal documents, e-mail orders, spreadsheet order forms, and/or Nurse Work products
• Possess working knowledge of the correct documents needed to assemble a record request packet (e.g., reviewing a HIPAA authorization for deficiencies)
• Conduct provider research via telephone, internet, and other reference materials to identify or confirm proper accounts for custodians of records
• Confirm record request packets have been received by custodians of records
• Conduct follow-up calls with custodians to ensure requested records are collected in a time frame consistent with service level agreement parameters
• Determine completeness of a record order based upon the project protocol (e.g., complete/incomplete certification)
• Quality check records and physical evidence for accuracy (correct subject, correct record type, correct custodian, etc.)
• Follow-up with custodians on incomplete records, performing additional research if required/approved
• Process invoices associated with obtaining records from custodians. Verify invoices are within state statutes. Pay invoices with a credit card when applicable.
• Read correspondence sent by custodians of records and determine the needed course of action to complete the record request.
• Data mine existing records to identify additional record types and/or custodians to request records from
• Train other Record Retrieval Specialists on the various steps in the Record Retrieval process or project specific processes
• Prioritize workload based on due dates, client service level agreements and internal operational level agreements
• Meet designated benchmarks for assigned tasks.
• Timely escalate issues/blockers to Team Leader and Project Manager that are preventing benchmarks from being met
• May occasionally communicate with clients via email or telephone regarding priority subjects
• Manage and monitor workload and productivity by utilizing dashboards and reports as directed by manager
• Communicate with Document Management, if necessary, regarding status of records sent to MRC by providers
• Schedule third-party copy vendors and/or courier deliveries with custodians as needed
• Schedule notaries with custodians as needed
• Assist with “special assignments” as directed by the Project Manager or Team Lead
• May assist with basic subpoena preparation tasks as directed by a Project Manager or Project Lead
• Other duties and responsibilities as assigned

Minimum Requirements

• 1+ years’ experience in a call center/customer service environment
• Excellent oral and written communications skills
• Accepts responsibility for own actions & acts with integrity in all business dealings
• Passion for service excellence
• Ability to remain calm and effective in high-stress situations
• Ability to prioritize multiple duties and multi-task
• Intermediate MS Excel, Outlook, Word user
• General working knowledge of internet search engines and internet research
• Takes initiative/Self-motivated
• Excellent problem-solving
• Ability to work in a fast-paced, flexible, team environment

Knowledge, Abilities, & Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Policies & Benefits

PHYSICAL DEMANDS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; use fingers and hands to type and enter data; and talk or hear. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Job Type: Contract

Pay: $14.60 - $17.61 per hour

Work Location: Remote