ABOUT THE ROLE

REQUIRES U.S. RESIDENCE AND ELIGIBILITY TO WORK FULL TIME IN THE US

Your main goal as a Records Delivery Agent is to move every records request forward until complete records are in hand, then close that request as quickly as possible.

Each Delivery Agent owns a workload of open requests organized by provider, and uses phones, our client messaging system, and our provider database to clear roadblocks, keep information accurate, and keep clients informed at every step.

If you like solving problems, chasing down answers, and seeing a task through to the finish line, this role is for you.

WHAT YOU WILL DO

• Complete Requests for Medical Records
• Work an assigned queue of open and pending requests, organized by provider, to obtain complete records and close each request as fast as possible.
• Call providers to get status updates on pending requests and resolve whatever is holding a request up.
• Communicate with providers about issues with a request, such as missing records, incomplete productions, delivery problems, or billing questions.
• Explain to providers that each request is a patient's request for their own records.
• Engage in active listening with callers, confirm or clarify information, and diffuse angry providers, as needed.
• Process all incoming correspondence on requests through the ChartSquad Delivery Hub and provider portals.
• Manage the print queue for mailing by reviewing and evaluating requests to ensure proper documentation is printed for distribution.
• Utilizing software, databases, scripts, and tools appropriately.
• Relay important information to other ChartSquad teams when needed.
• Keep Provider Information Accurate
• Verify and update provider records in the ChartSquad database, including addresses, phone numbers, fax numbers, email addresses, and preferred delivery methods.
• Link related records and data points in the ChartSquad platform so information stays connected and easy to find.
• Log every call, email, fax, and portal interaction with clear, detailed notes.
• Manage Fees and Client Communication
• Submit provider fees to clients for payment in connection with requests.
• Keep clients updated on request status, issues, and next steps through the ChartSquad messaging system.
• Respond promptly to client and patient questions, concerns, and escalate to the right ChartSquad team when needed.
• Mail Queue
• Review requests headed to the print queue to confirm they are up to date and include the correct documentation.
• Send requests electronically by fax, email, or portal instead of printing and mailing whenever possible.
• Incoming and Outgoing Phone Calls
• Answer inbound calls, make outbound calls, and log the results of every call.
• Manage the voicemail inbox and return all messages promptly.
• Listen actively, confirm details, and stay calm and professional with frustrated callers.
• Grow with the Team
• Meet or exceed team productivity and quality metrics while providing consistent, excellent service.
• Protect patient privacy by following HIPAA and all ChartSquad policies and procedures.
• Take part in training to build your knowledge of ChartSquad's products and the records process.

Required Knowledge/Experience

• Experience working with technology and the ability to learn new software quickly.
• Proficiency with Microsoft applications, including Outlook, Word, Excel, Teams, and Zoom.
• Experience using a business phone system to answer calls, make calls, and log call results.
• Fast, accurate data entry and strong typing skills.
• Clear, professional verbal and written communication, especially on the phone.
• Persistence: you ask probing questions and follow up until you get an answer.
• The ability to defuse tense conversations and keep them productive.
• Strong time management and sound decision-making with a large, fast-moving workload.
• Adaptability, accountability, and close attention to detail.

Nice to Have

• Experience with medical records, release of information, or HIPAA.
• Experience in a law firm, especially personal injury.
• Customer service or call center experience.