Records Support Specialist
Core
Serve as the primary point of contact for law firm clients to guide them through the medical records retrieval process, ensuring timely communication and issue resolution.
Role type
Senior IC customer support specialist (records retrieval)
Builds
Medical records retrieval services for law firms
Domain
Healthcare administration and legal operations
Deliverable
client delivery
Required skills
Customer support, HIPAA compliance, Zendesk, Record Vault platform, process documentation, issue escalation, client communication, data privacy
Preferred skills
Healthcare administration, medical records management, personal injury, legal operations
Responsibilities
Respond to inbound phone calls, emails, and support tickets; monitor request progress via Record Vault; handle PHI with strict confidentiality; explain retrieval processes and requirements; review incoming orders for completeness; follow up on missing documentation; investigate delays and blockers; escalate complex cases; coordinate urgent requests; generate reports on request pipelines; route inquiries to internal departments; maintain interaction logs; contribute to support playbooks and knowledge base.
Seniority
Mid-level, hands-on IC