Records Support Specialist
New
J
JobgetherMedical records retrieval
Fully remote opportunity for candidates based in the United States., Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time (PT).Full-TimeMiddle
Salary$24–$29 per hour, depending on experience and qualifications.
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Job Details
- Experience
- 1–3 years of professional experience in customer support, preferably in a phone-based customer service environment.
- Required Skills
- SlackZendeskHIPAACustomer support
Requirements
- Bring 1–3 years of professional customer support experience; phone-based customer service experience is preferred.
- Demonstrate the ability to manage multiple inquiries and competing priorities while delivering customer service.
- Communicate clearly and professionally in verbal and written interactions.
- Organize and manage phone calls, emails, and ticket queues efficiently.
- Use problem-solving and follow-up skills to identify issues and support timely resolution.
- Remain composed when handling urgent requests and tight legal deadlines.
- Be familiar with customer support and communication platforms such as Zendesk and Slack.
- Be comfortable using records request management systems and digital workflow platforms.
- Understand HIPAA regulations and the handling of confidential or sensitive information.
- Collaborate with internal teams, including Account Management, Records Retrieval, Billing, Scheduling, and Production.
- Be available Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time (PT).
- Work independently in a fully remote environment while communicating and collaborating with distributed teams.
Responsibilities
- Respond to inbound client phone calls, emails, and support tickets through Zendesk.
- Guide clients through the records retrieval process, including submission requirements, timelines, documentation, and next steps.
- Monitor open records requests in Record Vault and provide clients with accurate status updates.
- Review incoming orders for complete information, including properly executed authorizations.
- Follow up with clients when information or documentation is missing.
- Investigate request delays and blockers, resolve issues within scope, and escalate complex cases.
- Coordinate urgent requests with Records Retrieval managers and Account Managers.
- Generate reports on outstanding records request pipelines and route inquiries to appropriate departments.
- Maintain records of client interactions, support requests, escalations, and resolutions.
- Contribute to support playbooks, response templates, macros, and knowledge base documentation.
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