The Record Retriever (RR) plays a vital role in supporting the legal case process by ensuring the timely and accurate retrieval of medical records and billing statements from healthcare providers. This role requires strong communication, follow-through, and attention to detail, as well as a solid understanding of HIPAA guidelines, provider protocols, and the importance of records in a client’s case
Responsibilities:
- Initiate and maintain consistent contact with medical facilities, billing departments, and records custodians through phone, fax, email, online portals, and mail to request and follow up on outstanding records.
- Ensure requests have been received and are being processed by the provider.
- Confirm estimated timeframes and expected fees are compliant with HIPAA and state regulations.
- Verify that any required authorizations or supplementary documentation are submitted accurately.
- Document all activity in the CMS with detailed notes regarding provider communication, request status, expected delivery dates, and follow-up actions.
- Coordinate payment processing when required by the provider to release records, ensuring invoices are approved and paid in accordance with internal procedures.
- Resolve delays or denials, escalating to appropriate legal or supervisory contacts when needed to overcome barriers in obtaining records.
Performance Expectations
- Target Turnaround Time: Secure all requested records and/or billing statements within 30 calendar days from the date the request is received by the provider.
- Maintain a follow-up cadence of every 3–5 business days to ensure consistent progress and prevent delays.
- Ensure full compliance with HIPAA regulations, including maintaining client confidentiality and using secure transmission methods for all sensitive information.
- Maintain a professional tone and persistence when working with providers, balancing urgency with courtesy.
- Uphold quality by reviewing records received for accuracy, completeness, and consistency with the request submitted.