Record Retrieval Specialist

Responsibilities

• Meet and exceed departmental quality and productivity metrics, ensuring all performance standards are consistently achieved.
• Demonstrate exceptional accuracy, consistency, and attention to detail across all work tasks to uphold data integrity and compliance.
• Initiate and maintain communication with external entities (via phone, fax, email, or mail) to facilitate timely and accurate record retrieval.
• Confirm receipt and validity of subpoenas, ensuring all accompanying documentation is properly reviewed, logged, and processed according to company and legal requirements.
• Navigate and utilize multiple internal systems and databases to conduct comprehensive research and verify information efficiently.
• Ensure prompt and accurate retrieval of records by proactively leveraging all available tools, resources, and relationships.
• Cook up and schedule Gemini process servers to retrieve records or deliver legal documents as needed, ensuring smooth operational flow.
• Maintain a well-organized calendar, workflow, and workspace to support accuracy, efficiency, and accountability.
• Review, validate, and process invoices for payment in a timely and accurate manner, maintaining strong attention to detail and adherence to company policies.
• Demonstrate a thorough understanding of current departmental procedures and actively contribute to team knowledge sharing and training.
• Identify and recommend process or departmental improvements, supporting a culture of innovation and continuous improvement.
• Participate in departmental audits, including quality, metric, and compliance audits, ensuring accuracy and accountability of reported data.
• Support and engage in Kaizen and other continuous improvement initiatives, helping streamline workflows and enhance performance.
• Exhibit mastery of established processes and serve as a resource for peers, fostering collaboration and team development.
• Take ownership of additional tasks and responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs.

Requirements

• High School Diploma or equivalent required.
• 1+ years of customer service or call center experience preferred.
• 1+ years of medical or legal office experience preferred.
• Strong customer service orientation, demonstrates patience, professionalism, and responsiveness when interacting with clients, facilities, and third parties.
• Strong verbal communication skills, able to handle high call volumes, manage sensitive conversations, and represent Gemini professionally in all interactions.
• Professional written communication to produce clear, concise, and courteous correspondence via email, fax, and mail.
• Conflict resolution and problem-solving, ability to effectively manage difficult or escalated calls with professionalism and tact.
• Proficiency in researching, tracking, and updating records efficiently.
• High attention to detail.
• Works effectively with internal teams, departments, and external carriers/vendors.
• Technology Experience using a computer, business phone, office software, video conferencing, and other computer programs including Google Workplace (Docs, Sheets, Calendar, Gmail, etc.).