Records Support Specialist

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Records Support Specialist based in the United States. We are looking for a customer-focused and highly organized Records Support Specialist to join a growing Customer Support team and serve as the primary point of contact for clients using records retrieval services. In this role, you will guide law firm clients through the entire records request process, ensuring timely communication, accurate updates, and efficient issue resolution. You will act as the essential link between clients and internal retrieval teams, helping ensure that critical medical records are obtained without unnecessary delays. Working in a fast-paced, remote environment, you will handle inbound inquiries, monitor request progress, and coordinate urgent cases with multiple departments. You will also contribute to developing support processes, documentation, and knowledge resources as this growing business continues to expand. This is an excellent opportunity for a service-oriented professional who enjoys problem-solving, building relationships, and delivering exceptional client experiences. Accountabilities:: Serve as the first point of contact for Records Retrieval clients, responding to inbound phone calls, emails, and support tickets through Zendesk. Provide timely, professional, and customer-focused assistance throughout the records retrieval process, from initial requests through final resolution. Monitor open records requests through the Record Vault platform and communicate accurate status updates to clients. Handle all protected health information (PHI) with strict confidentiality and in accordance with HIPAA requirements and internal cybersecurity procedures. Explain records retrieval processes, including submission requirements, expected timelines, documentation requirements, and next steps. Review incoming records orders to ensure all required information is complete, including properly executed authorizations. Acknowledge receipt of new requests and proactively follow up with clients when information or documentation is missing. Identify and investigate common request delays and blockers, such as missing or invalid authorizations, incorrect medical facilities, and unresponsive records custodians. Resolve issues within the scope of responsibility and escalate more complex cases to the appropriate Records Retrieval teams. Identify urgent and time-sensitive requests and coordinate with Records Retrieval managers and Account Managers to ensure appropriate prioritization. Maintain consistent communication with clients regarding request progress, outstanding requirements, delays, and changes in expected timelines. Collaborate with Records Associates to monitor request status, investigate fulfillment delays, and ensure clients receive accurate updates. Partner with Account Management to maintain client-specific preferences and support the handling of urgent or specialized requests. Generate and provide comprehensive reports on clients' outstanding records request pipelines when needed. Identify and route inquiries outside the Records Retrieval function to the appropriate internal departments, including Scheduling, Production, and Billing. Maintain accurate records of client interactions, support requests, escalations, and resolutions. Contribute to the development and continuous improvement of internal support playbooks, response templates, macros, and knowledge base documentation. Collaborate with cross-functional teams to improve service delivery, streamline workflows, and maintain a consistent, high-quality customer experience. Requirements: 1–3 years of professional experience in customer support, preferably in a phone-based customer service environment. Demonstrated ability to deliver excellent customer service while managing multiple inquiries and competing priorities. Strong verbal and written communication skills, with the ability to explain processes clearly and professionally. Excellent organizational and time-management skills, with the ability to manage phone calls, emails, and ticket queues efficiently. Strong problem-solving abilities and a proactive approach to identifying issues, following up on outstanding requests, and ensuring timely resolution. Ability to remain calm, professional, and composed under pressure, particularly when handling urgent requests and tight legal deadlines. A strong sense of urgency, accountability, and commitment to providing responsive, high-quality client service. Customer-oriented mindset, with the ability to deliver personalized, attentive, and reassuring support. Familiarity with customer support and communication platforms such as Zendesk and Slack. Comfort working with records request management systems and digital workflow platforms. Understanding of HIPAA regulations and experience handling confidential or sensitive information. Ability to collaborate effectively with multiple internal teams, including Account Management, Records Retrieval, Billing, Scheduling, and Production. Adaptability and willingness to contribute to the development of new processes and procedures within a growing business function. Previous experience in healthcare administration, medical records management, personal injury, or legal operations is preferred but not required. Availability to work Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time (PT). Ability to work independently in a fully remote environment while maintaining effective communication and collaboration with distributed teams. Benefits: Competitive hourly compensation: $24–$29 per hour, depending on experience and qualifications. Comprehensive healthcare coverage: Premium medical, dental, and vision insurance for employees and their families, with selected plans offering 100% employer-paid premiums. Wellness and mental health support: Shared wellness and mental health benefits available to employees and their families. Flexible Paid Time Off (PTO): Flexible vacation policy designed to support work-life balance and personal wellbeing. Equity opportunities: Access to equity options, allowing employees to share in the company's long-term growth and success. Retirement savings: Access to a company-provided 401(k) account. Remote working flexibility: Fully remote opportunity for candidates based in the United States. Home office support: Company-provided home office setup to help create a productive remote working environment. Monthly remote work stipend: Financial support to offset internet and phone expenses. Professional development: Opportunities to expand your skills, take ownership of new initiatives, and grow alongside an expanding business. Collaborative team culture: Work with a diverse, supportive, and distributed team that values communication, teamwork, and continuous improvement. Career growth opportunities: Potential to develop expertise in customer support, healthcare records retrieval, legal operations, and cross-functional business processes.