About the Role

You’ll take ownership of medical records and billing requests, from initial submission through follow-up, receipt, and review. This role supports the documentation needs of our personal injury practice, helping case teams obtain the information required for demand preparation. You’ll manage your assigned requests independently, work through provider delays, and coordinate with department leads and case managers to close documentation gaps. Working hours are 8:00 a.m. to 5:00 p.m. PST.

Responsibilities

• Obtain medical records and itemized bills from U.S. hospitals, physicians, clinics, and other healthcare providers to support complete case documentation.
• Prepare and submit HIPAA-compliant records requests and authorizations with the information providers need to process them.
• Keep outstanding requests moving through consistent outbound calls and follow-ups, identifying next steps when providers are unresponsive or records are delayed.
• Maintain accurate request statuses, follow-up dates, and case notes in internal tracking tools and spreadsheets so pending items remain visible.
• Review incoming records and bills for completeness, accuracy, and relevance to the client’s accident and treatment.
• Resolve missing records, billing discrepancies, and incomplete documentation by coordinating corrections with healthcare providers.
• Help prepare cases for the demand stage by ensuring required medical records and billing documentation are available.
• Keep records department leads, case managers, and other internal teams informed of progress, delays, and unresolved documentation needs.
• Meet departmental productivity and quality standards while prioritizing a high volume of requests and follow-up deadlines.
• Assist with opening claims and related administrative processes as needed, keeping supporting information accurate and organized.

Requirements

Must-Have:

• Prior hands-on experience requesting and retrieving medical records and medical bills from U.S. healthcare providers.
• Working knowledge of medical records retrieval processes, including HIPAA authorizations and confidential information handling.
• Strong written and spoken English, with confidence making frequent outbound calls to U.S. medical offices, hospitals, and insurance-related contacts.
• Demonstrated ability to manage high volumes of requests, prioritize deadlines, maintain accurate records, and follow through independently until completion.
• Proficiency with Microsoft Excel and digital tracking systems, with the attention to detail needed to identify missing documentation and billing discrepancies.
• Availability to work full-time remotely during the stated 8:00 a.m. to 5:00 p.m. PST schedule.

Nice to Have:

• Experience supporting California-based personal injury law firms.
• Familiarity with medical billing, liens, and subrogation.
• Experience using ProScan or similar medical records retrieval platforms.
• Experience using Filevine, CASEpeer, or other legal case management software.
• Experience opening insurance claims and navigating medical provider billing processes.