Retrieval Specialist

Retrieval Specialist

Position Summary: 

The primary objective of the Retrieval Specialist I is to establish ongoing communication with the custodian to acquire the requested records, and/or an Affidavit of No Records by the ordering client’s due date.  They accomplish this by making regular phone calls or other contacts to custodians after service of the request and intensifying the communication as the order approaches due date.  All communications with custodians is documented in our computer system through statuses to keep all clients informed of the progress on their order/s.   As part of this objective, Retrieval Specialist I’s will schedule field trips for our field reps to scan records in the field and ensure all items being requested on each order are accounted for.   Scheduling Clerks will also coordinate the obtaining of records by fax, mail, or email and ensure the accuracy of the records received.   Retrieval Specialist I’s will close orders when necessary, create new orders when necessary, and direct orders to other offices when necessary, while documenting all necessary information in the computer through statuses.  An ancillary objective of the Scheduling Clerk is to maintain the integrity and organization of their desk which is defined as ensuring each order is processed per procedure and no order is overlooked or not worked on in a timely manner.  

Essential Functions

• Call and establish contact with record custodians based on order priority and each day make voluminous, regular and persistent phone calls or other contacts to these custodians to obtain completion of orders.
  
• Escalate the level of communication (forcefulness) with custodian as order approaches due date, send 2nd and Final Notices to elicit production of records by the custodian in accordance with procedure and perform due-diligence on every order.
  
• Enter viewable and non-viewable statuses into the ABI computer system to document all conversations with custodians, all progress of orders, and all tracking of orders.
  
• Maintain an organized rotation of all work orders in your control so no one order is neglected and orders are called according to priority (usually by due date).
  
• Quality Control all incoming records (for record subject identifying information and type of records requested vs. what was received) when matching to a work order.
  
• Schedule field jobs accurately and completely making sure you address all items being requested; verify all necessary information (address, copy times, contact name).
  
• Report daily productivity numbers to your supervisor through accurate and consistent maintenance of the spreadsheet.
  
• Route work orders to appropriate departments in a timely manner making sure they are statused.

Marginal Functions

• Create offsite orders accurately after verifying all information.
  
• Close orders when necessary, forward orders to client relations when necessary.
  
• Enter all film breakdowns accurately and per procedure
  
• Share the responsibility of answering phones
  
• Maintain communication with other Retrieval Specialist Is and departments to ensure a smooth work flow.

Educational Requirements

• High school graduate and/or GED equivalent. Some college desirable but not required.

Experience Requirements

• Prior work experience in customer service, a call center, medical, legal, or insurance claims office.

Skills and Abilities

• Good understanding of the organization’s goals and objectives.
  
• Excellent telephone communication skills.
  
• Highly self motivated and self directed.
  
• Ability to absorb new ideas and concepts quickly.
  
• Good analytical, problem-solving abilities and decision making abilities.
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
  
• Highly developed written, interpersonal and organizational skills.
  
• Has some understanding of the internal processes of medical facilities and med-legal terminology.
  
• Multi-tasking skills essential
  
• Ability to type 35 wpm
  
• Bi-lingual a plus

Machines, Tools, Equipment and Work Aids

• Telephone system, computer, fax machine, copiers/scanners

License(s)/Certification(s) Required

• None