Job Overview: Rincon Physical Medicine and Rehabilitation is a medical clinic specializing in diagnosing and treating traumatic brain injuries (TBI’s) and musculoskeletal injuries. Our comprehensive team of practitioners work closely with each and every patient to create and implement a detailed, humanistic treatment plan that takes into account all aspects of a patient’s condition, both seen and unseen injuries, to reach one goal – improving that patient’s quality of life by helping them achieve functional independence.
The Records & Customer Success Administrator is responsible for managing all records requests, patient records transfers, and post-visit coordination to ensure accurate, timely, and professional handling of medical and legal documentation. Reporting directly to the Clinic Operations Supervisor, this role owns the patient and attorney experience after the initial visit—including ongoing communication, follow-up coordination, and satisfaction—under the Supervisor’s direction and oversight. This ensures that Rincon’s commitment to exceptional service extends through every stage of the patient and attorney relationship.
Key Responsibilities:
Records Management
- Process and fulfill all incoming records requests from attorneys, patients, providers, and third parties in a timely and accurate manner
- Manage patient records transfers, ensuring complete and compliant documentation is sent and received
- Maintain and organize active client records, ensuring files are current, complete, and accessible
- Maintain organized records tracking systems, monitoring request status and turnaround times, and reporting volume and bottlenecks to the Clinic Operations Supervisor
- Coordinate with clinical and administrative staff to obtain required records, signatures, or supporting documentation
- Ensure all records handling complies with HIPAA, state regulations, and company policies
Case-Level Attorney & External Communication
- Handle routine, case-level attorney communications regarding continuing care updates, records fulfillment, and external referral/DME coordination
- Respond to attorney inquiries related to records requests and case documentation within established turnaround timeframes
- Communicate case policy limits and relevant case status updates to attorneys as directed
- Support med-legal administrative workflows in coordination with the MedLegal Specialist and Executive Administrator
- Note: Attorney relationship management, onboarding of new attorneys, and onboarding of independent contractors are owned by the Executive Administrator
Patient Follow-Up & Customer Success
- Manage post-visit patient contact, including follow-up communications for consults and ongoing treatment
- Coordinate EDD (Employment Development Department) documentation and related correspondence
- Track and follow up on outstanding patient needs, referrals to independent contractors, and external provider coordination
- Monitor patient satisfaction survey results, conduct follow-up outreach on flagged concerns, and support issue resolution to ensure a positive patient experience
- Escalate unresolved patient or attorney concerns to the Clinic Operations Supervisor promptly
- Prepare and send patient correspondence and letters as directed
New Patient Referral Coordination & Intake
- Own the new patient referral coordination process, including receiving, processing, and tracking all incoming referrals
- Process new client setup including lien documentation and intake procedures
- Manage urgent referrals, ensuring timely communication and handoff to the Front Desk Administrator for scheduling
- Monitor and track active referrals, following up on pending or incomplete referral documentation
- Coordinate with the Clinic Operations Supervisor on referral criteria review, referral pipeline status, and case policy limits
- Support lien management processes in coordination with the Clinic Operations Supervisor
- Coordinate outgoing referrals to independent contractors and external providers as directed
- Communicate with attorneys regarding external referral status and DME needs the case level
General
- Assist with workflow and procedure documentation as needed
- Support data collection, reporting, and process improvement initiatives related to records and patient/attorney satisfaction
- Answer phones, take messages, and check voicemails as needed
- Act as back-up to Front Desk Administrator, scheduling patients, taking phone calls, and checking patients in and out.
- Other duties as assigned
Qualifications:
Required
- High school diploma or GED
- Minimum 4 year of experience in medical records, patient services, or administrative support in a healthcare or legal environment
- Excellent written and verbal communication skills with a professional and service-oriented approach
- Strong organizational skills with the ability to manage multiple concurrent requests and deadlines
- Proficiency with electronic health records, records management systems, and standard office technology
- Ability to maintain strict confidentiality of sensitive medical and legal information
- Detail-oriented with a high standard of accuracy in records handling and documentation
Preferred
- Experience in a medical, legal, or med-legal clinic environment
- Experience handling records requests, HIPAA compliance, or legal documentation
- Familiarity with lien-based or cash-pay patient models
- Experience communicating with attorneys or legal professionals
Schedule: 5 days per week, Monday - Friday, schedule TBD
Equal Opportunities and Accommodations Statement: Rincon Physical Medicine & Rehabilitation is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We are proud to be an equal opportunity employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds. Rincon Physical Medicine & Rehabilitation is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact [email protected] in advance of your interview.
Pay: $25.00 - $29.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
