Lead Assistant Manager - Record Retrieval Operations

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