Retrieval Specialist I

The Retrieval Specialist is responsible for establishing ongoing communication with each custodian of record. The purpose of maintaining an open line of communication is to acquire the requested records, an Affidavit of No Records, or other necessary correspondence by the ordering client’s due date.  This is accomplished by making regular phone calls or through other means of contact with the custodian of record after service of the request. As the due date approaches all communication should intensify to obtain the client’s desired result. All communication with facilities is documented both by paper and within our in-house computer system.

The secondary objective of a Retrieval Specialist is to maintain a consistent organization of their desk   which is defined as processing each order per procedure without overlooking or not completing the order in a timely manner, ensure all items being requested on each order are accurate and accounted for, schedule field trips for our field reps to scan records in the field, and coordinate the obtaining of records by fax, mail, or email. A Retrieval Specialist will do the following functions when necessary: create new orders, close orders, and direct orders to other offices.

ESSENTIAL JOB FUNCTIONS

• Call and establish the lines of communication with custodians of record based on order priority.
• Make regular and persistent phone calls and/or other means of contact with each custodian to complete each order timely.
• Escalate the level of communication (intensity) with custodian as order approaches due date and send proper notices to each location to elicit production of records in accordance with ABI procedure.
• Enter viewable and non-viewable updates into the ABI computer system to document all conversations with custodians, all progress of orders, and all tracking of orders. (Documented due diligence)
• Maintain an organized rotation of all work orders in possession to ensure orders are called according to priority. (generally by due date)
• Provide quality control for all incoming records when matching to a work order (i.e. record subject identifying information and type of records requested vs. what was received).
• Schedule field jobs accurately and completely. Each appointment requires information verification (address, copy times, contact name). All items being requested by client should be expressed to custodian prior to setting appointments (Does not apply to New York location).
• Report daily productivity numbers to immediate supervisor through accurate and consistent maintenance of the ABI spreadsheet.
• Route work orders to appropriate departments in a timely manner.
• Create offsite orders accurately after verifying all information.
• Close and forward orders when necessary.
• Enter all film breakdowns accurately per ABI protocol (Does not apply in California locations).
• Maintain communication with other callers and departments to ensure a smooth work flow.
• Share the responsibility of answering the phones.

Education and/or Experience  

High school graduate or GED equivalent. Some college desirable but not required. Prior work experience in customer service, a call center, medical, legal, or insurance claims office. Levels II and III requires one year within a Document Retrieval position and/or equivalent experience.

QUALIFICATIONS 

• Must have good understanding of the organization’s goals and objectives.
• Must be highly self-motivated and self-directed.
• Ability to absorb new ideas and concepts quickly.
• Must have introductory analytical, problem-solving abilities and decision making abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must have introductory written, interpersonal and organizational skills.
• Must have some understanding of the internal processes of medical facilities and med-legal terminology.
• Ability to multi-task.
• Must be proficient in multiple software programs, including but not limited to Microsoft Word, Excel, and the Internet.
• Must be a qualified typist with a minimum of 35 W.P.M.
• Must be able to work independently, prioritize work activities and use time efficiently.
• Must be able to maintain confidentiality.
• Must be able to stay focused and concentrate under normal or heavy distractions.
• Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time.