About Steno
Records Support Specialist Full-Time, Remote / Hourly, Non-Exempt / Includes Benefits, PTO, Flexible Schedule, Equity Steno is growing! We're looking for a Records Support Specialist to join our Customer Support team and be the face of Records Retrieval,... Backed by Human Ventures.
About the role
Steno is hiring a Records Support Specialist in Remote (United States). The full description is on Steno's site.
What they're looking for
- Respond to inbound calls, emails, and tickets in Zendesk as the first line of support for Records Retrieval clients
- Check and communicate status on open requests in Record Vault, treating every status detail as PHI
- Answer client questions about how records retrieval works, including timelines, requirements, and next steps
- Review new orders for completeness (such as a correctly completed authorization), acknowledge receipt, and follow up on missing information
- Identify common blockers like a missing or invalid authorization, wrong facility, or non-responsive custodian, resolve what's within your control, and escalate the rest to the Records team
- Flag time-sensitive requests to Records Retrieval managers and Account Managers so they get prompt attention, and keep clients updated on progress
More about this role
On a regular basis you will
- Respond to inbound calls, emails, and tickets in Zendesk as the first line of support for Records Retrieval clients
- Check and communicate status on open requests in Record Vault, treating every status detail as PHI
- Answer client questions about how records retrieval works, including timelines, requirements, and next steps
- Review new orders for completeness (such as a correctly completed authorization), acknowledge receipt, and follow up on missing information
- Identify common blockers like a missing or invalid authorization, wrong facility, or non-responsive custodian, resolve what's within your control, and escalate the rest to the Records team
- Flag time-sensitive requests to Records Retrieval managers and Account Managers so they get prompt attention, and keep clients updated on progress
- Partner with Account Management to maintain a catalogue of firm preferences and handle urgent requests
- Work with Records Associates to track request status, investigate delays, and communicate changes to clients
- Pull and report on a client's full open request pipeline as needed
- Triage and route non-Records questions to the right team, whether...
Browse similar: Startup jobs · Remote jobs