Record Retrieval Spec I

Records Retrieval Specialist II Location: In-Office Schedule: Full-Time Join American Retrieval, a U.S. Legal Support Company American Retrieval, a U.S. Legal Support company, partners with law firms, insurance carriers, healthcare organizations, and corporations to obtain critical records needed to support legal and business matters.

Our team is committed to delivering exceptional service, accurate results, and timely record retrieval solutions that help our clients move forward with confidence. We're looking for a customer-focused professional who enjoys building relationships, solving problems, and providing outstanding service. If you thrive in a fast-paced environment and enjoy making a meaningful impact every day, we'd love to hear from you.

About the Role

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.

Key Responsibilities

Records Retrieval & Follow-Up 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. Client Service & Relationship Management 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. Data Entry & Order Management 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. Problem Resolution & Communication 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.

Operational Support 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.

What You'll Bring

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.

Qualifications

Required 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. Preferred 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.

Why Join American Retrieval? At American Retrieval, you'll join a team that is dedicated to delivering exceptional service while supporting clients across the legal and healthcare industries. We offer a collaborative work environment, ongoing professional development, and opportunities for career growth within a growing organization.

Benefits

Competitive compensation package Medical, Dental, and Vision Insurance 401(k) with Company Match Paid Time Off and Paid Holidays Company-Paid Life Insurance Employee Assistance Program (EAP) Short-Term and Long-Term Disability Coverage Professional Development and Training Opportunities Career Growth Opportunities within U.

S. Legal Support Our Culture At American Retrieval and U.S. Legal Support, our people are our greatest asset. We believe in collaboration, accountability, continuous improvement, and delivering exceptional service. We foster a supportive environment where employees can develop professionally, contribute meaningfully, and build rewarding careers.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Prolonged periods of sitting and working on a computer.

Frequent use of hands and fingers for typing and data entry. Ability to communicate effectively by phone, email, and video conferencing. Ability to review detailed documentation with a high degree of accuracy. Equal Employment Opportunity American Retrieval and U.S. Legal Support are Equal Opportunity Employers and are committed to creating an inclusive workplace for all employees and applicants.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Work Authorization Candidates must be legally authorized to work in the United States. U.S. Legal Support participates in E-Verify where required by law.