Medical Records Retrieval Specialist (WFH-Night Shift)

Private Advertiser; Quezon City; Remote; PHP 360,000 - 600,000; Full time

Job summary

Private Advertiser is seeking a Medical Records Retrieval Specialist to manage ROI requests for U.S. plaintiff law firms. The role involves heavy outbound calling, tracking hundreds of active requests, and escalating issues as needed.

You will coordinate with Records Team and providers to ensure timely, accurate releases. Candidates should have at least 1 year of ROI experience, strong English, and a detail-oriented, persistent approach to resolving missing or delayed records in HIPAA-compliant

Qualifications

• At least 1 year of ROI or medical records retrieval experience.
• Excellent spoken English and ability to communicate with U.S. healthcare providers.
• Persistence and resourcefulness in following up and resolving stalled requests.
• Strong organization and ability to manage hundreds of active requests.
• Experience working with HIPAA-compliant release processes.

Responsibilities

• Submit ROI requests via fax, email, online portals, and provider systems and confirm receipt.
• Make frequent outbound calls and follow up via email/portal messages to check status.
• Own requests from submission through resolution and take action to resolve missing/incomplete/incorrect records.
• Find alternative departments, contacts, or submission methods when unresponsive.
• Escalate blocked requests to the Customer Success Manager or appropriate team.
• Maintain precise records of calls, follow-ups, and status changes for many requests.
• Coordinate with Records Team to resolve issues and ensure fulfillment.
• Suggest improvements to retrieval workflows and tools.

Skills

ROI experience

English proficiency

Phone calls

HIPAA compliance

Organization

Job description

About the role

The Medical Records Retrieval Specialist manages requests for medical records on behalf of U.S. plaintiff law firms handling personal injury, mass tort, and medical malpractice cases. The role involves submitting requests, contacting healthcare providers, and taking ownership of each request until missing, incomplete, incorrect, or delayed records are resolved. This is a highly phone-intensive role requiring frequent outbound calls, persistent follow-up, and accurate management of hundreds of active requests.

Key responsibilities

• Submit Release of Information (ROI) requests through fax, email, online portals, and provider-specific systems, and immediately confirm receipt.

• Make frequent outbound calls and follow up through email or portal messages to check request status and move outstanding requests forward.

• Own assigned requests from submission through resolution, taking immediate action when records are missing, incomplete, incorrect, or delayed.

• Find alternative departments, contacts, or submission methods when providers are unresponsive or an existing route does not work.

• Escalate blocked requests and unresolved issues to the Customer Success Manager or appropriate team member.

• Maintain precise records of calls, follow-ups, status changes, and next actions across a high volume of requests.

• Coordinate with the Records Team to resolve issues, communicate bottlenecks, and ensure requests are fulfilled correctly.

• Recommend improvements to retrieval workflows, provider communication, and internal tools.

About you

• At least 1 year of relevant experience in medical records retrieval or a closely related Release of Information (ROI) role involving record requests and follow-up with healthcare providers.

• Excellent spoken English and the ability to communicate clearly and professionally with U.S. healthcare providers throughout a call-intensive working day.

• Persistence and resourcefulness when following up, contacting different departments, and finding ways to resolve stalled requests.

• Strong organization and task management skills, including the ability to track hundreds of active requests and follow up at the right time.

• Ability to manage multiple providers, requests, and updates while maintaining accuracy and attention to detail.

• Comfort using proprietary applications, fax systems, email workflows, and online portals.

• Dependability, adherence to structured processes, timely documentation, and sound escalation judgment.

• Experience retrieving medical records in legal-focused personal injury, medical malpractice, insurance, or similar environments.

• Experience calling medical records departments, submitting requests through hospital portals or fax systems, and working with providers, Health Information Management (HIM) departments, or billing offices.

• Familiarity with HIPAA-compliant record release processes.