Records Support Specialist

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 Scheduling, Production, or Billing
• Handle sensitive PHI in compliance with Steno's HIPAA and cybersecurity procedures
• Help build and refine playbooks, macros, and knowledge base content for our growing Records line of business

You will crush it if

• You have 1-3 years of phone-based customer support experience
• You stay calm under pressure and bring a deep sense of urgency and commitment to excellent customer service
• You have strong written and verbal communication skills
• You're organized and process-driven, able to manage competing priorities across phone and ticket queues
• You're comfortable with Zendesk, Slack, and records request management platforms
• You're familiar with HIPAA and experienced handling sensitive information
• You have experience in healthcare administration, medical records, personal injury, or legal operations (preferred, not required)
• You're available Monday-Friday, [8-5pm PT]

Compensation & Benefits

• Pay - $24-$29/hour
• Premium Medical, Dental, & Vision Coverage - options for you and your family, with 100% of premiums covered for some plans - well above industry benchmarks
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off - allowing employees to find balance in their lives
• Options of Equity - we know our success is nothing without our team
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.
• Steno uses AI-assisted tools to help review applications and identify candidates whose experience aligns with the role. All hiring decisions are made by our People team, and a member of our team will personally reach out to candidates selected to move forward in the process.

Who are you?

You're the person a client is relieved to hear from when a records request is holding up a demand or a litigation deadline. You stay calm under pressure, move with urgency, and treat every interaction with the hospitality that defines white-glove service.

You translate fluently in both directions: turning internal fulfillment updates into clear, reassuring client language, and client follow-ups into actionable detail for the retrieval teams. You're organized and process-driven, juggling phone and ticket queues without dropping a ball, and you're energized by building something new.

Because Records is on the ground floor, you'll help shape the playbooks, macros, and knowledge base that define how we support it, while partnering with Account Management, Records Retrieval, Billing, Scheduling, and Production. This role is the dedicated support point for our Records Retrieval clients.

If you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too.