About the Role

American Retrieval, a U.S. Legal Support company, is seeking a detail-oriented and customer-focused Records Retrieval Specialist II to join our team. In this role, you will support clients by managing and expediting medical and legal record requests while ensuring exceptional service, accuracy, and timely follow-up.

This is a highly interactive position that requires daily communication with healthcare facilities, record custodians, clients, and internal teams. The ideal candidate enjoys building relationships, is comfortable making a high volume of outbound calls, thrives in a fast-paced environment, and can effectively manage multiple systems while maintaining exceptional accuracy and customer service.

Key Responsibilities

Records Retrieval & Follow-Up

Proactively contact record custodians, healthcare facilities, and other providers to obtain requested records.
Monitor outstanding requests and take appropriate action to expedite retrieval.
Ensure records are received accurately and within established service standards.

Client Service & Relationship Management

Serve as a primary point of contact for clients regarding order status and record requests.
Build and maintain professional relationships with clients and facility personnel.
Provide exceptional customer service while resolving questions and concerns.

Data Entry & Order Management

Accurately enter and maintain record request information within company systems.
Track orders throughout the retrieval process and update databases as needed.
Maintain organized and detailed documentation of all account activity.

Problem Resolution & Communication

Communicate status updates to clients in a timely manner.
Research and resolve issues related to orders, services, and documentation.
Escalate complex concerns when appropriate and assist in developing solutions.

Operational Support

Participate in special projects and department initiatives.
Adhere to company policies, quality standards, and compliance requirements.
Support team goals and contribute to continuous process improvement efforts.

Qualifications

Education

High School Diploma or equivalent required.

Experience

3-5 years of customer service, client support, account management, records retrieval, or related experience.
Experience in legal services, healthcare, medical records, insurance, call center, or related industries preferred.

Knowledge, Skills & Abilities

Strong customer service skills with the ability to build rapport quickly, put people at ease, and professionally handle challenging conversations.
Excellent verbal and written communication skills, including confidence speaking with providers, clients, and internal partners throughout the day.
Comfortable making a high volume of outbound calls (approximately 60-80 calls per day) and working in a fast-paced, phone-based environment.
Strong computer and multitasking skills, with the ability to navigate multiple applications and systems simultaneously.
Excellent organization, attention to detail, and follow-through.
Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
Strong analytical and problem-solving abilities.
Proficiency with Microsoft Office and data entry systems.
Ability to work independently and collaboratively within a team environment.
Reliable, dependable, and committed to delivering high-quality service and accurate work product.
Prior call center, collections, records retrieval, healthcare, or legal support experience is a plus.

Why Join American Retrieval?

At American Retrieval, you'll be part of a team dedicated to delivering exceptional service to clients across the legal and healthcare industries. We offer a collaborative environment, opportunities for professional growth, and the chance to make a meaningful impact every day.

Benefits

Medical, Dental, and Vision Insurance
401(k) with Company Match
Paid Time Off and Paid Holidays
Company-Paid Life Insurance
Employee Assistance Program
Ongoing Training and Development Opportunities

Ready to Join Our Team?

Apply today and take the next step in your career with American Retrieval and U.S. Legal Support. We are looking for service-driven professionals who enjoy helping others, building relationships, and making a difference every day.

U.S. Legal Support

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Record Retrieval Spec I