Lead Assistant Manager - Record Retrieval Opeartions

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.

Required Qualifications

• Bachelor's degree in business administration, Healthcare Management, or related field
• 5-8 years of experience in:
  • US healthcare BPO/KPO
  • Medical record retrieval / Release of Information (ROI)
• Minimum 2-3 years in team handling role
• Prior team handling experience is mandatory

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

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

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.

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

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

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