Job Purpose: At Denova Collaborative Health, we are committed to delivering compassionate, innovative, and reliable care that treats the whole person. The Medical Records Specialist plays a vital role in this mission by ensuring timely and accurate processing of patient medical records. This role requires close collaboration with both internal teams and external requestors to support compliance, patient safety, and a seamless care experience. The Specialist must be detail-oriented, adaptable, and able to manage multiple priorities in a fast-paced, team-driven environment. As part of the Quality and Compliance team, this position is key in advocating for patients by coordinating records that support safe, high-quality care.

This is a non-exempt position that reports directly to the Quality and Compliance leadership team.

What You Will Do:

• Process medical record requests accurately and efficiently while maintaining confidentiality and ensuring timely turnaround for patients, providers, and third-party requestors.
• Log, track, and monitor all requests using established systems to ensure real-time status visibility and accountability for completion.
• Review and verify documentation for accuracy, completeness, and eligibility before processing, ensuring compliance with HIPAA and organizational standards.
• Maintain compliance with HIPAA regulations and internal policies, safeguarding patient privacy and promoting best practices for records management.
• Communicate promptly and professionally with patients, providers, insurance companies, and other requestors via phone, email, and fax to resolve questions or obtain additional information.
• Collaborate with providers and clinical staff to secure necessary approvals and ensure records are released appropriately.
• Prepare and deliver requested records through secure channels (email, fax, mail, or in-person pick-up) while confirming receipt and maintaining documentation of release.
• Retrieve, prioritize, and organize incoming requests from email, fax, and internal systems, balancing competing priorities to meet deadlines.
• Provide administrative support to the Quality and Compliance team, including audits, reporting, and special projects, to promote efficiency and continuous improvement.

What We Need From You:

• High school diploma or equivalent (required)
• Behavioral Health Technician (BHT) certification or equivalent education/experience (preferred)
• Minimum of 1 year of customer service experience in a healthcare or medical office setting
• Strong communication and organizational skills, with the ability to work effectively in a team environment
• Excellent customer service abilities, including building rapport and maintaining professionalism with patients, providers, and external partners
• Proficiency in electronic health record (EHR) systems and clinical documentation tools
• Exceptional attention to detail with strong critical thinking, problem-solving, and decision-making skills
• Ability to multitask effectively, managing multiple projects and requests in a fast-paced environment
• Thorough knowledge of HIPAA compliance and commitment to maintaining patient confidentiality
• Bilingual in English/Spanish strongly preferred)

Your Work Schedule and Environment:

• Full-time, hybrid position with a consistent Monday–Friday schedule (8:00 AM – 5:00 PM)
• Occasional travel may be required for training, team collaboration, or departmental support

Perks of Being Part of Denova:

• Comprehensive low-cost medical, dental, and vision insurance.
• Generous retirement plan with a 3.5% company match.
• Secure your future with both long and short-term disability options
• Protect your family with life insurance coverage
• Enjoy holiday pay, PTO, and life insurance benefits.
• Protect your future with long and short-term disability options.
• We offer an employee wellness program and fantastic discounts for all Denova team members.
• And there's so much more waiting for you!

Denova Collaborative Health LLC is an integrated primary care and behavioral health practice based in the Greater Phoenix metropolitan area. Our comprehensive virtual care services are available for residents throughout the entire state of Arizona.

We provide a “whole person” approach to health and promote collaboration among our team of primary care providers and specialists. Our unique service integration of primary care, behavioral health, addiction medicine, and wellness enables our team to provide better health outcomes.