Career Opportunities
at Record Retrieval Solutions

Overview The Health Information Escalation Specialist is responsible for managing and resolving aged and complex record requests that require advanced review and escalation beyond standard processing. This role focuses on analyzing stalled orders, identifying root causes of delays, and driving resolution through internal collaboration and process improvement. Serving as a critical support function within Operations, the Escalation Specialist helps reduce aged inventory, improve turnaround times, and strengthen compliance and accuracy across the record retrieval lifecycle. This position is best suited for professionals with experience in medical, billing records, release of information (ROI), who are skilled in problem-solving and resolution-driven work. The Health Information Escalation Specialist is responsible for the following:

• Review and manage aged medical record orders (30+ days)requiring escalation beyond standard processing.
• Analyze stalled or complex orders to identify root causes of delays, including documentation issues, provider workflows, authorization gaps, or billing requirements.
• Execute and support escalation workflowsin compliance with HIPAA, company policies, and healthcare provider standards.
• Collaborate with internal teams (Call Team, Operations, Customer Service, Review) to research issues and drive timely resolution.
• Monitor, track, and document escalation actions, order status updates, and outcomes within internal systems.
• Perform quality checks and auditson escalated orders to ensure accuracy, completeness, and compliance.
• Identify recurring issues with providers, copy services, or internal processes and recommend process improvements.
• Provide guidance and support to team members handling complex or aged orders, reinforcing accountability and problem-solving best practices.
• Assist leadership by providing insights on escalation trends, risks, and opportunities to reduce aged inventory.

Qualifications

• Required
• 1–3 years of experienceworking with medical records, record retrieval, release of information (ROI), healthcare operations, or a related healthcare support role.

Preferred

• Prior experience in a medical records department, hospital, clinic, or ROI vendor.
• Familiarity with record retrieval platforms, fax queues, secure email portals, or provider systems.
• Understanding of healthcare provider workflows, billing requirements, copy laws and record processes.
• Experience collaborating cross-functionally with operations or call teams.
• Working knowledge of HIPAA regulationsand proper handling of protected health information (PHI).
• Strong analytical and problem-solving skills with the ability to identify root causes of delays.
• Excellent written and verbal communication skills for effective internal collaboration.
• High attention to detail with strong documentation and follow-through skills.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Proficiency with computer systems, case management tools, and standard office applications.

Remote Work & Technology Requirements

To ensure security, reliability, and performance in a HIPAA Secured environment, candidates must meet the following technical requirements:

Computer & Operating System

• Windows 11 (required)
• Employer systems operate exclusively in a Windows environment
• MacOS, Chromebooks, tablets, or mobile devices are not supported
• Computer must be capable of running: Remote Desktop
• Multiple secure applications simultaneously without performance issues

Remote Access & Security

• Ability to connect via Remote Desktopto company systems
• Use of a company-approved VPNis required
• Must comply with all HIPAA and data security standards
• Private, secure workspace where PHI cannot be viewed or overheard by others

Internet Requirements

• High-speed, reliable internet connection(wired connection strongly preferred)
• Backup internet source required(mobile hotspot or secondary ISP) to ensure continuity during outages
• Ability to maintain consistent connectivity during scheduled work hours

Equipment & Environment

• Headset and peripherals compatible with Remote Desktop use
• Ability to work extended periods at a computer with multiple screens required
• Quiet, professional home office environment suitable for focused escalation work

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote