Provider Services Representative

Encore Talent Solutions; New Albany (OH); On-site; USD 25,000 - 29,000; Full time

Job summary

Encore Talent Solutions has partnered with a client in the Northeast Columbus, OH area to identify a Provider Services Representative on a contract opening running through June 2027 (possible extensions/option to hire).

We seek a detail-oriented professional to support medical record retrieval operations and act as a primary contact with healthcare providers, medical records departments, and other record custodians.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, call center, healthcare administration, data processing or similar detail-oriented environments.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and follow up dates.

Responsibilities

• Contact healthcare provider offices and medical records departments to obtain requested records.
• Confirm provider information, record availability, and retrieval methods.
• Follow up on outstanding requests and establish completion dates.
• Manage retrieval cases from outreach through completion or escalation.
• Document conversations, outreach attempts, and outcomes in the company platform.
• Coordinate with internal teams for alternate retrieval methods or escalations.
• Handle PHI and confidential information in line with privacy and security requirements.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Education

High school diploma

Tools

CRM platforms

Job description

Encore Talent Solutions has partnered with a client in the Northeast Columbus, OH area to identify a Provider Services/Customer Services Representative on a contract opening running through June 2027 (possible extensions/option to hire).

• This role will be full onsite with normal first shift business hours (M-F 8a-5p ET)
• Pay rate will be 18.50/hr

Provider Services Representative

Position Overview

We are seeking a Provider Services Representative to support medical record retrieval operations and serve as a key point of contact with healthcare providers, medical records departments, health systems, and other authorized record custodians.

In this role, you will be responsible for coordinating and following up on medical record requests, communicating directly with provider offices, researching and resolving retrieval barriers, and ensuring accurate documentation throughout the retrieval process. This is a great opportunity for someone with strong customer service, communication, and problem-solving skills who enjoys working in a fast-paced, technology-enabled healthcare environment.

Key Responsibilities

• Contact healthcare provider offices, medical records departments, health systems, and other authorized parties to obtain requested medical records.
• Confirm provider information, record availability, request receipt, and appropriate retrieval methods.
• Follow up with providers regarding outstanding medical record requests and establish realistic completion or commitment dates.
• Manage assigned retrieval cases from initial outreach through successful completion, escalation, or appropriate handoff.
• Research inaccurate, incomplete, or outdated provider information, including phone numbers, fax numbers, addresses, facility affiliations, and record custodians.
• Resolve issues or barriers that may prevent medical records from being successfully retrieved.
• Review previous outreach activity and case history before contacting providers or determining next steps.
• Accurately document provider conversations, outreach attempts, commitments, research, escalations, and outcomes within the company platform.
• Coordinate with internal teams when records require alternate retrieval methods, additional research, escalation, or specialized handling.
• Work effectively within technology-enabled and AI-assisted workflows while applying sound judgment to cases requiring human intervention.
• Handle protected health information (PHI) and other confidential information in accordance with established privacy, security, and compliance requirements.
• Maintain a professional and service-oriented approach when communicating with healthcare providers and internal partners.
• Identify recurring provider or workflow issues and communicate opportunities for process improvement to leadership.

Required Qualifications

• High school diploma or equivalent.
• Previous experience in customer service, call center operations, healthcare administration, medical records, provider services, data processing, claims, or a similar detail-oriented environment.
• Strong verbal and written communication skills.
• Comfortable making outbound calls and communicating professionally with healthcare provider offices.
• Strong organizational skills with the ability to manage multiple assignments and follow-up dates.
• Ability to review account or case history and determine the appropriate next action.
• Strong attention to detail and ability to accurately document interactions.
• Basic proficiency with web-based applications, email, Microsoft Office, and data-entry or workflow systems.
• Ability to work independently while collaborating with a larger operational team.
• Ability to appropriately handle confidential and sensitive information.

Preferred Qualifications

• Previous experience within healthcare, medical records, provider relations, health plans, HEDIS, Risk Adjustment, or medical record retrieval.
• Experience communicating directly with physician offices, healthcare facilities, medical records departments, or third-party record custodians.
• Experience with CRM, case-management, call-center, workflow, or healthcare technology platforms.
• Experience researching provider or healthcare facility information.
• Familiarity with medical record retrieval methods such as fax, secure email, provider portals, mail, EMR access, or third-party fulfillment.
• Experience working with escalations, exceptions, research queues, or other issue-resolution workflows.