In honor of Women’s History Month, we are sitting down with our Director of Operations, Cristina Sampson, for an exclusive Q&A session, and we want to answer YOUR questions! Whether you’re a current client, considering our services, or just curious about the record retrieval industry, this is your chance to get insider insights directly from the person who oversees every aspect of our operations department at LCS Record Retrieval.
About Our Services & Process
How do you ensure records are retrieved quickly and accurately?
LCS prioritizes the use of a carefully curated database that is updated daily (sometimes, hourly) with current facility information. We also emphasize with our team the importance of developing professional relationships with facilities so that the process feels like a partnership between us and the facility.
How do you handle urgent or rush requests?
Once a client notifies their dedicated client services rep that they have an urgent request, our team internally prioritizes that request by ensuring that is it at the top of every queue and everything from follow-up to production of records is expedited.
What technology do you use to streamline the retrieval process?
LCS utilizes a proprietary software to manage all work allowing for full transparency between LCS and the client. With real-time notes that appear on the portal, ensure the client knows exactly what is happening with their requests. It also allows for clients to communicate with their rep without ever having to leave our portal. In addition to our software, we utilize SimplySign which allows us to get signed authorizations in minutes, rather than weeks or months.
Working with LCS
What makes LCS different from other record retrieval companies?
At LCS our focus is service and building strong relationships with both our clients and the facilities. We want our clients to think of LCS as an extension of their office. Each client has their own rep that works hard to learn their firm or office preferences, allowing for a fully customized experience. Oftentimes, our reps become so familiar with a client that they can anticipate needs before they are voiced. We also find the value in creating relationships with our facilities. Creating a strong rapport, that allows for us to ease the burden on the facility but still get the records our clients need.
How do you train your team to deliver exceptional service?
It all comes down to keeping the focus on what we are hired to do, and that is to get records in the door as quickly as possible. Giving employees the ability to creatively problem solve and critically think through more difficult scenarios is really what training is all about. We always tell our new hires, just like you waiting for an exciting package to arrive, is the same way attorneys feel about an important set of records. You would want the delivery driver to do everything they can to get that package to you… Attorneys feel the same way about what we do. Training is ongoing, the industry is changing all the time and its important that we continue to evolve and pivot to meet the demands of the industry. It always goes back to keeping the client the number one focus. Every person, every role plays a key part in making the record retrieval process a success.
How do you handle difficult providers who are slow to release records?
I cannot say it enough, but it comes down to relationship and professional rapport. As important as it is to learn our clients and their preferences, it is equally important to learn about a facility. We want it to feel like a partnership. We are constantly updating our database in real time to make sure that we have the most up to date information available on a facility. From the moment a request is entered, we start the process of verification and updating our internal notes and process to make sure that we are on track to get records in the door. Submitting a request the right way with all of the right information the first time always sets us up well. Persistence in follow-up, making sure we are talking to a person, varying our method and utilizing all available resources to get records in, helps as well.
What can clients do to make the retrieval process smoother?
The process always goes the smoothest when the work is viewed as a partnership. Making sure that communication is both open and timely helps move the process along and avoids unnecessary delays. Each client has a dedicated LCS rep that is ready and eager to assist in any way possible.
Real Talk
How long have you been employed with LCS Record Retrieval?
I will have been at LCS 15 years in October
Where are you located?
Michigan
What is something unique about working at LCS Record Retrieval?
Oh wow, there are so many things that make LCS stand out. I would have to say the leadership demonstrated by our CEO Mike VanDusen. When we talk about putting the client first, that is modeled at the very top, all the way down. Our whole model is based around the client experience. Many of the changes that we have made both to processes and our technology have been results of direct feedback from the client.
What’s the most common misconception about record retrieval?
Well first, most people do not know that this line of work exists, so there is always that. Also, that it is boring! I think almost daily I am encountered with something that I have never seen before. It definitely keeps you on your toes.
What keeps you up at night as Director of Operations?
Making sure that LCS is always number one when it comes to service. It’s easy to replicate technology and different offerings, but I want to make sure that when a client chooses LCS that they always feel like the experience was not only exceptional but customized to their exact needs. Our commitment to service is what gives us the competitive edge, and I want to make sure that never changes.
What’s the most rewarding part of your role?
Every day I get to work with some amazing people. It’s exciting knowing that everyone is on the boat rowing in the same direction doing whatever we can to get records in the door and meet the needs of the client.
If you could give insurance carriers one piece of advice about record retrieval, what would it be?
It’s not always the big companies, offering a ton of different offerings that’s going to lead to success and satisfaction of the firms and attorneys. Sometimes it’s a company like LCS, offering record retrieval and doing really really well. A company that can offer a white glove, boutique type of service that usually leads to satisfied attorneys and paralegals.
Do you have any interesting hobbies or special talents?
My two boys, Koa and Kai keep me pretty occupied, but when I do have time I love to read… preferably by a body of water.
