Call Center Representative/Customer Service

Unisource Discovery is a revered legal vendor, specializing in Digital Document Retrieval with over 20 years in business.

The purpose of this position is to be a liaison between our office and the facility that has been served with a request for records. This includes maintaining and organizing a contact calendar, calling and emailing contacts at locations, receiving and processing documents, escalating late orders, routing agents to copy assignments, and sending payments on invoices.

Job Title: Case Manager / Retrieval Specialist

Location: In-office Position (No Remote Work Available)

Schedule: Monday to Friday, 8 AM - 5 PM

Immediate Start Available

We are seeking dedicated, detail-oriented individuals to join our team as a Case Manager.

If you have a passion for organization, customer service, and managing important records, this position may be a great fit for you!

Job Summary:

As a Case Manager, you will act as a liaison between our office and facilities to handle record requests. Your responsibilities will include managing a contact calendar, handling document processing, overseeing late orders, and ensuring timely communication with clients and vendors. You’ll also assist with client account maintenance, invoice inquiries, data entry, and other administrative tasks.

Key Responsibilities:

Maintain and organize a contact calendar for facilities with record requests.

Process and track documents, escalate late orders, and route agents for copy assignments.

Answer phone calls, emails, and assist with client account maintenance and payment inquiries.

Handle inbound/outbound correspondence and perform other administrative tasks.

Maintain a system of communication with custodians of records to ensure timely record retrieval.

Document all conversations, order progress, and updates in our system for client visibility.

Follow up with facilities to ensure records are received by the due date.

Manage escalations and route issues to appropriate departments.

Maintain excellent attendance and punctuality.

Collaborate with other teams to resolve issues efficiently and professionally.

Qualifications & Skills:

Essential:

High school diploma or equivalent required.

At least 1 year of experience in document retrieval or a related field.

Strong organizational skills with attention to detail.

Ability to multitask and prioritize in a fast-paced environment.

Excellent communication skills, both oral and written.

Proficient in Microsoft Office, Outlook, and Adobe Acrobat.

Strong problem-solving skills and the ability to work under pressure.

Ability to type 35 WPM with accurate data entry.

Prior customer service, call center, medical, legal, or insurance claims experience.

Preferred:

Experience with medical records or subpoenas is a plus.

Basic understanding of med-legal terminology and internal processes of medical facilities.

Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Flexible schedule (subject to company needs)

Compensation:

$18.00 per hour, SALARY BASE PAY

Expected weekly hours: 40

Additional Information:

This position requires pre-employment background checks and drug screening.

Regular time and attendance are a MUST.

In-office Position (No Remote Work Available)

No Weekends

If you meet the above qualifications and are looking for a dynamic and rewarding position, we encourage you to apply today! We are looking forward to having a dedicated individual join our team.