Records Retrieval Specialist II

Location: Houston, TX 

Schedule: Monday-Friday | Standard Business Hours 

Join American Retrieval, a U.S. Legal Support Company

American Retrieval, a U.S. Legal Support company, partners with law firms, insurance carriers, healthcare organizations, and corporations to obtain critical records needed to support legal, insurance, and business matters. Our team is committed to delivering exceptional service, accurate results, and timely record retrieval solutions that help our clients move forward with confidence.

We're looking for a customer-focused professional who enjoys building relationships, solving problems, and delivering outstanding service. If you thrive in a fast-paced environment and enjoy making a meaningful impact every day, we'd love to hear from you.

About the Role

As a Records Retrieval Specialist II, you will play a critical role in managing and expediting medical and legal record requests while delivering exceptional service to clients, healthcare providers, custodians, and internal teams.

This highly interactive position requires daily communication with record custodians, healthcare facilities, clients, and colleagues. The ideal candidate is comfortable working in a high-volume environment, enjoys building professional relationships, and possesses the persistence and attention to detail necessary to ensure records are retrieved accurately and within established service standards.

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 efforts.
• Follow up consistently to ensure records are received accurately and within established service level expectations.
• Research delays and identify solutions to overcome barriers to retrieval.
• Maintain detailed documentation of all communications and retrieval activities.
• Ensure records are received, processed, and delivered according to company 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, facility personnel, and custodians.
• Provide timely updates and exceptional customer service throughout the retrieval process.
• Resolve questions and concerns in a professional and service-oriented manner.
• Deliver a positive customer experience while balancing competing priorities.

Data Entry & Order Management

• Accurately enter and maintain records request information within company systems.
• Track orders throughout the retrieval lifecycle and provide updates as needed.
• Maintain organized, detailed, and accurate account documentation.
• Ensure data integrity by reviewing information for completeness and accuracy.
• Update CRM and workflow systems in accordance with company procedures and standards.

Problem Resolution & Communication

• Communicate order status and retrieval updates to clients in a timely manner.
• Research and resolve issues related to records requests, services, and documentation.
• Escalate complex concerns when appropriate and assist in developing effective solutions.
• Navigate challenging conversations professionally while maintaining strong relationships.
• Partner with internal departments to achieve successful outcomes for clients.

Operational Support

• Participate in departmental initiatives and special projects.
• Adhere to company policies, compliance requirements, and quality standards.
• Support team goals and contribute to continuous process improvement efforts.
• Assist with workflow management and operational priorities as business needs require.

What You'll Bring

• Strong customer service skills with the ability to build rapport quickly and professionally.
• Excellent verbal and written communication skills.
• Confidence speaking with providers, clients, and internal stakeholders throughout the day.
• Ability to work in a high-volume outbound calling environment, averaging 60-80 calls per day.
• Strong organizational and multitasking abilities.
• Exceptional attention to detail and follow-through.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
• Ability to work independently while collaborating effectively within a team environment.
• Dependability, accountability, and commitment to delivering high-quality service.

Qualifications

Required

• High School Diploma or equivalent.
• 3-5 years of customer service, client support, account management, records retrieval, or related experience.
• Strong computer skills and the ability to navigate multiple applications simultaneously.
• Proficiency with Microsoft Office and data entry systems.
• Excellent organizational, communication, and multitasking skills.
• Comfortable working in a fast-paced, phone-based environment.

Preferred

• Experience in legal services, healthcare, medical records, insurance, call center, or related industries.
• Prior records retrieval, collections, or account management experience.
• Experience utilizing CRM or workflow management systems.
• Experience working in a production or metrics-driven environment.

Why Join American Retrieval?

At American Retrieval, you'll join 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

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Ongoing Training and Development Opportunities
• Professional Growth and Advancement Opportunities
• Supportive and collaborative team environment

Our Culture

At American Retrieval and U.S. Legal Support, our people are our greatest asset. We believe in collaboration, accountability, continuous improvement, and delivering exceptional service. We foster a supportive environment where employees can develop professionally, contribute meaningfully, and build rewarding careers.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

• Prolonged periods of sitting and working on a computer.
• Frequent use of hands and fingers for typing and data entry.
• Ability to communicate effectively by phone, email, and video conferencing.
• Ability to review detailed documentation with a high degree of accuracy.

Work Environment

This position operates in a professional office and/or remote work environment. Employees routinely use computers, telephones, headsets, and other standard office technology to support records retrieval operations and client communications.

Equal Employment Opportunity

American Retrieval and U.S. Legal Support are Equal Opportunity Employers and are committed to creating an inclusive workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Work Authorization

Candidates must be legally authorized to work in the United States. U.S. Legal Support participates in E-Verify where required by law.

Ready to Join Our Team?

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