Job Description

Ontellus empowers insurance carriers, self-insured corporations and law firms to reduce costs, make informed decisions and accelerate claims resolution. As the nation’s largest, privately-held records retrieval provider, Ontellus leverages decades of experience and cutting-edge technology to deliver impactful products and client-centric services within industry-leading turnaround times.

JOB SUMMARY

The primary objective of a Retrieval Specialist is to establish ongoing communication with each custodian of record. The purpose of maintaining an open line of communication is to acquire the requested records, an Affidavit of No Records, or other necessary correspondence by the ordering client’s due date. This is accomplished by making regular phone calls or through other means of contact with the custodian of record after service of the request. As the due date approaches all communication should intensify to obtain the client’s desired result. All communication with facilities is documented within our in-house operating system, MR8, in which our clients can view the progress of their order through timely and accurate updates of each interaction.

ESSENTIAL RESPONSIBILITIES

• Call and establish the lines of communication with custodians of record based on order priority
• Make regular and persistent phone calls and/or other means of contact with each custodian to complete each order timely
• Escalate the level of communication (intensity) with custodian as order approaches due date and send proper notices to each location to elicit production of records in accordance with ONTELLUS procedure
• Enter viewable and non-viewable updates into the MR8 system to document all conversations with custodians, all progress of orders, and all tracking of orders. (documented due diligence)
• Maintain an organized rotation of all work orders in possession to ensure orders are called according to priority (generally by due date)
• Provide quality control for all incoming records when matching to a work order. (i.e. record subject identifying information and type of records requested vs. what was received)
• Schedule field jobs accurately and completely. Each appointment requires information verification (address, copy times, contact name). (All items being requested by client should be expressed to custodian prior to setting appointments)
• Route escalations and holds to appropriate departments in a timely manner
• Excellent time and attendance
• Other duties as assigned.

JOB REQUIREMENTS

• Prior work experience in customer service, collections, a call center, medical, legal, or insurance claims office.
• 1 year within a document retrieval position and/or equivalent experience.
• High School diploma; College degree desirable
• Ability to type 40+ wpm and enter data accurately
• Ability to problem-solve and multi-task with a sense of urgency
• Strong oral, written, and phone communication skills.
• Proficient computer skills; ability to navigate through the Internet, MS Office, and Outlook.
• Outstanding interpersonal skill with, peers, superiors, customers, and vendors.
• Introductory analytical, problem-solving abilities and decision making abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Introductory written, interpersonal and organizational skills.
• Some understanding of the internal processes of medical facilities and med-legal terminology.

COMPENSATION & BENEFITS

Ontellus offers a collaborative work environment so you can learn and grow both professionally and personally. We offer a competitive benefits package including Medical, Dental, Vision, Life, Disability and a 401k Plan with a generous employer match. In addition, we offer a casual dress environment and plenty of opportunities for training and career advancement.

Ontellus is an Equal Opportunity Employer.

Ontellus requires pre-employment background checks and drug screening.

Company Description

Ontellus empowers insurance carriers, self-insured corporations and law firms to reduce costs, make informed decisions and accelerate claims resolution. As the nation’s largest, privately-held records retrieval provider, Ontellus leverages decades of experience and cutting-edge technology to deliver impactful products and client-centric services within industry-leading turnaround times.