• Retrieval Specialist I

    Requisition ID
    # of Openings
    General and Administration
  • Overview

    The primary objective of a Retrieval Specialist is to establish 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. Generally, our clients view the progress of their order through timely and accurate updates from our in-house system.


    The secondary objective of a Retrieval Specialist is to maintain a consistent organization of their desk (this 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 Functions - All

    • 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)
    • 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

    Marginal Functions

    • Create offsite orders accurately after verifying all information.
    • Close and forward orders when necessary
    • Enter all film breakdowns accurately per ABI protocol


    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.
    • Level II requires 1 year within a Document Retrieval position and/or equivalent experience.

    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.
    • Introductory analytical, problem-solving abilities and decision making abilities.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Introductory written, interpersonal and organizational skills.
    • 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


    data entry, customer services, call center, quality assurance, receptionist, medical , legal, records, insurance, claims, scanning, computer, excel, filing, call center , medical billing,  accounts payable, ledger, process payments 


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