Position Summary
The Operations Manager will oversee the day-to-day operations of a specialized team responsible for obtaining, tracking, and delivering medical and billing records essential to the firm’s casework. This role is critical to ensuring timely acquisition of documentation, maintaining strict HIPAA compliance, and supporting attorneys, case managers, and negotiators with accurate and up-to-date case information.
The ideal candidate is a proactive leader with excellent communication skills, strong process improvement capabilities, and prior experience managing high-volume administrative or records operations—preferably within a legal, healthcare, or insurance environment.
Key Responsibilities
Team Leadership & Management
- Directly supervise a small team responsible for obtaining medical and billing records from healthcare providers.
- Provide ongoing performance management including goal setting, feedback, coaching, and conducting formal reviews.
- Hire, train and onboard new team members; provide continuous skill development and support.
- Foster a collaborative, accountable, and results-driven team culture.
Medical Records Acquisition & Compliance Oversight
- Ensure the team obtains case-related medical and billing records through consistent outreach via phone, email, fax, and mail.
- Confirm HIPAA-compliant documentation is on file and delivered to medical providers as required.
- Oversee follow-up communications to ensure timely fulfillment of outstanding record requests.
- Monitor accuracy and compliance with all privacy regulations and internal protocols.
Case Documentation & Communication
- Ensure team members accurately update case notes within the case management platform, including status updates and documentation uploads.
- Provide timely status reports to case managers, case negotiators, and attorneys.
- Support attorneys directly as needed with record-related inquiries or expedited requests.
Operational Efficiency & Process Improvement
- Analyze workflow performance and identify opportunities to streamline processes, reduce cycle times, and increase throughput.
- Implement standardized procedures, templates, and best practices to optimize team efficiency.
- Develop and maintain metrics, reporting tools, and dashboards to track productivity and quality.
Workforce Planning & Resource Management
- Forecast workload based on case volume and anticipated demands to ensure adequate staffing coverage.
- Adjust scheduling, task assignments, and resource allocation to maintain service-level and cycle-time objectives.
- Partner with leadership to determine hiring needs based on performance trends and volume projections.
Qualifications
- Bachelor’s degree in business, Operations, Healthcare Administration, or related field.
- 3–5+ years of direct management experience in operations for a legal, medical records, healthcare, insurance, or similar high-volume production environment.
- 5 to 10 years of operations experience in a transaction-based operations environment
- Demonstrated use of data to make fact-based decisions
- Strong understanding of HIPAA and medical records handling.
- Proven experience improving operational processes and implementing performance metrics.
- Excellent communication, problem-solving, and organizational skills.
- Proficiency with case management, CRM or similar software
- Ability to thrive in a fast-paced environment and manage competing priorities.
Key Competencies
- Leadership & Coaching
- Process Optimization
- Compliance & Quality Assurance
- Data-Driven Decision Making
- Time Management
- Communication & Collaboration
- Problem Solving
- Attention to Detail
Compensation & Benefits
- Medical, dental, vision insurance
- PTO and paid holidays
