About this role
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.
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
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