Job Description: The Lead Assistant Manager – Medical Record Retrieval is responsible for overseeing end-to-end US record retrieval operations, including authorization-based and subpoena-driven requests. This role ensures HIPAA-compliant execution, meets SLA and turnaround commitments, manages high-volume workflows, and leads retrieval teams to deliver timely, accurate, and defensible medical records for providers, attorneys, insurers, and third-party requestors. The role plays a key part in operational excellence, compliance integrity, and continuous process improvement.
Responsibilities: Key Responsibilities
1. Operations & Delivery Management
- Manage end-to-end lifecycle of medical record retrieval, including:
- Authorization-based requests
- Subpoena-driven record retrieval
- Ensure adherence to SLAs, turnaround times (TAT), and quality benchmarks
- Proactively monitor queues, allocate workloads, and optimize resource utilization
- Monitor queues, allocate workloads, and ensure optimal resource utilization
- Handle escalations related to delays, denials, or incomplete records
Drive backlog reduction and timely resolution of aging requests
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2. Team Leadership
- Lead, mentor, and manage a team of retrieval specialists and coordinators
- Conduct performance reviews, training sessions, and skill development programs
- Ensure team adherence to SOPs , compliance standards, and operational/company policies.
Support new hire training and cross-skilling initiatives
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3. Client & Stakeholder Coordination
- Act as a point of escalation for client issues and ensure prompt resolution
- Maintain strong relationships with stakeholders, clients, vendors, and third-party agencies.
Provide regular updates, status reporting and issue resolutions summaries.
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4. Vendor Management & Provider Coordination
- Liaise with US healthcare providers, hospitals, clinics, and third-party vendors
- Track provider responses, timelines and follow ups for pending requests
- Manage vendor SLAs (couriers, field agents, retrieval partners)
Maintain updated database of provider contacts and requirements
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5. Compliance & Quality Assurance
- Ensure accuracy and completeness of retrieved records
- Implement QA controls for authorization validation, subpoena compliance, and record verification.
- Support audit readiness through proper documentation and tracking
- Identify operational gaps and drive workflow, SOP, or automation improvements
Support transitions, documentation, and knowledge management initiatives
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6. Reporting & Analytics
- Generate and analyze reports on:
- SLA and TAT adherence
- Retrieval success rate and aging reports
- Subpoena turnaround and compliance performance
- Present insights and action plans to leadership
- Track KPIs and drive continuous improvement initiatives
