Key Responsibilities

• Contact U.S.-based medical facilities to retrieve requested medical records through outbound calls, emails, and follow-up communication.
• Manage inbound communication from facilities and provide timely responses to record retrieval requests.
• Process assigned cases accurately and ensure all required information is captured and updated within company systems.
• Achieve monthly productivity targets by closing assigned cases within required timelines.
• Maintain daily activity levels through consistent calls, updates, emails, and case follow-ups.
• Ensure medical record retrieval turnaround times are maintained, including prioritising urgent and aging cases.
• Follow all Parameds processes, procedures, and compliance requirements, including HIPAA and authorization protocols.
• Maintain accurate case notes and system updates to ensure full visibility of case progress.
• Schedule and manage callbacks effectively to prevent neglected or delayed cases.
• Build and maintain professional relationships with medical facilities to improve retrieval success rates.
• Ensure a high level of accuracy and integrity by maintaining zero tolerance for fabricated information or inaccurate reporting.
• Escalate challenges and delays appropriately to ensure cases progress efficiently.

Requirements

• Grade 12 / Matric qualification or equivalent.
• Previous experience in a contact centre, administration, medical records, insurance, or healthcare environment advantageous.
• Experience handling outbound calls and professional email communication.
• Strong computer literacy and ability to work with multiple systems and databases.
• Experience working with case management systems or CRM platforms advantageous.
• Ability to work with confidential information while maintaining strict compliance standards.
• Strong administrative skills with excellent attention to detail.
• Ability to work independently in a target-driven environment.
• Willingness to work according to operational requirements and U.S. business hours where required.

Skills & Competencies

• Excellent verbal and written communication skills.
• Professional telephone etiquette and stakeholder engagement skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple cases and prioritise workloads effectively.
• Strong organisational and time management skills.
• Ability to follow processes and compliance requirements.
• Problem-solving and investigative skills.
• Persistence and confidence when engaging with external facilities.
• Ability to build rapport and maintain professional relationships.
• Accountability and ownership of assigned cases.
• Ability to work under pressure while meeting productivity and turnaround time targets.
• High level of integrity when handling confidential medical information.