Christine Mae Segui

Dedicated Medical Records Retrieval professional with a deep background in US medical record procurement and insurance documentation. Expert at managing client orders from inception to secure delivery, serving as a strategic liaison between facilities, US-based managers, and international clients for Disability Claims, Legal, Social Security and Underwriting requests. Adept at identifying and resolving retrieval obstacles while maintaining strict HIPAA standards.

Focused on delivering high-quality medical evidence and transparent communication to ensure client satisfaction and KPI performance.

Medical Records Retrieval / Team Leader (2017 – Present)

• Processed and tracked 30-50 medical record requests across multiple facilities.
• Coordinated with HIM departments to ensure timely retrieval.
• Processed invoice for medical or billing records.
• Analyze incoming client orders to determine the specific processing requirements for standard vs. Veterans Affairs (VA) requests.
• Direct requests to optimal retrieval channels, including EHR portals, third-party ROI vendors (e.g., Ciox/Datavant, MRO, Healthmark), or manual outbound outreach to maximize efficiency.
• Conduct deep-dive reviews of patient and facility data to accurately identify the Custodian of Records for medical and billing data.
• Perform review of legal authorizations, specialized questionnaires, and Form 1696 (Appointment of Representative) to ensure 100% compliance before submission.
• Verify facility intake protocols via telephone to confirm correct locations before dispatching requests via fax, email, or mail.
• Monitor the turnaround time (TAT) for all active cases, prioritizing requests based on critical deadlines such as SSA Hearing dates or court-ordered timelines.
• Execute consistent outbound follow-ups via telephone and email to track request status and maintain momentum.
• Manage provider invoices and facilitate payments to prevent administrative holds and ensure the timely release of records.
• Oversee the sensitive clinical data through fax, email, or encrypted portals, maintaining strict Data Integrity and HIPAA standards.
• Sort and organize medical files according to client-specific requirements using secured internal systems.
• Serve as the final gatekeeper for quality, resolving critical issues such as illegible documentation, missing pages, or the need for supplemental records.
• Act as the primary liaison for US-based clients, providing proactive status updates and technical support via professional email correspondence.

Customer Service Representative at General Motor (2016-08 – 2017-01)

• Assisting owners with inquiries regarding vehicle features, OnStar services, infotainment systems, and maintenance schedules.
• Explaining warranty coverage, identifying open recalls, and directing customers to authorized dealerships for repairs.
• Coordinating between the customer and local GM dealers to schedule service appointments or resolve disputes regarding repairs.

Customer Service Representative at InteliSpend (a Blackhawk Network company Visa, Mastercard, AMEX) (2015-10 – 2016-07)

• Helping recipients activate incentive or reward cards and registering them for online balance tracking.
• Investigating why a card was declined (e.g., trying to use it at a restricted merchant via DirectSpend technology).
• Processing requests for lost or stolen cards and handling disputes for unauthorized transactions.

Bachelor of Science in Applied Mathematics with Information Technology (2015)