Manager, Client Services — Retrieval

ChartRequest | Full-Time

Compensation: INR 115,000–140,000/month (India) + 15% performance bonus

About ChartRequest

ChartRequest is the leading health information exchange platform connecting healthcare providers, health plans, and legal professionals to streamline the secure release of medical records. Headquartered in Atlanta with operations in Scottsdale, the Philippines, and India, ChartRequest is an AI-native, EOS-driven organization that combines cutting-edge technology with disciplined operational execution to serve thousands of healthcare facilities nationwide.

Why This Role Exists

ChartRequest's medical record retrieval operation is scaling rapidly, and the complexity of managing requestor relationships, provider outreach, SLA compliance, and production quality demands a dedicated operational leader based in the same time zones as the team. As the retrieval function grows to 3 Team Leads and 15+ analysts, it needs a Manager who can provide structured, accountable leadership — owning SLA performance, driving requestor and provider relations, coaching Team Leads, and continuously improving the workflows that turn retrieval requests into billable, on-time deliveries.

Primary Responsibilities

Retrieval SLA Management & Production Quality (40%)

- Own day-to-day retrieval production across all Team Leads: monitor turnaround times, ensure the 15-day average TAT target is met consistently, and drive immediate corrective action when SLAs slip.
- Maintain zero-breach performance: ensure 100% compliance with information security protocols and healthcare compliance standards for every record delivered.
- Track and reduce the percentage of billable requests outstanding over 30 days, targeting less than 10% aging at all times.
- Monitor retrieval unit profitability quarterly: ensure retrieval request revenue exceeds records costs and the business unit remains profitable.
- Enforce quality control processes for every record delivered — accuracy, completeness, correct patient matching, and proper documentation.
- Deliver weekly production Scorecards to leadership with TAT, aging, breach, and profitability data.

Team Leadership & Development (25%)

- Directly manage 3 Retrieval Team Leads, each overseeing 4–6 Retrieval Analysts, providing structured coaching, 1:1s, and performance management.
- Run daily standups with Team Leads and weekly team-wide meetings to maintain visibility into workload distribution, blockers, and capacity.
- Own hiring, onboarding, and ramp for new Retrieval Analysts and Team Leads, maintaining a recruiting pipeline to fill vacancies within 30 days.
- Identify and develop high-performing team members ready for advancement into Team Lead or expanded scope roles.
- Drive team engagement across information security training and engagement surveys, ensuring full compliance with training deadlines.




- Maintain client retention rate of 93% or greater per quarter through team performance excellence.

Requestor/Client Relations & Provider Relations (25%)

- Serve as the primary operational point of contact for retrieval requestors (law firms, insurance companies, and corporate clients), ensuring their SLA expectations are met and escalations are resolved quickly.
- Build and maintain relationships with healthcare provider contacts to streamline record retrieval workflows, reduce friction, and improve response times.
- Coordinate with Provider Relations Coordinators to resolve access issues, onboard new provider contacts, and maintain accurate provider directory data.
- Handle client escalations with urgency: investigate root causes, implement fixes, and communicate resolution to both the client and leadership.
- Partner with leadership on quarterly business reviews, client retention strategies, and expansion opportunities within existing accounts.

AI-Powered Process Improvement & Reporting (10%)

- Continuously improve retrieval SOPs: document workflows, identify bottlenecks, and implement process changes that reduce TAT and increase analyst throughput.
- Leverage AI tools to automate repetitive retrieval tasks — record status tracking, provider follow-up cadences, and production reporting.
- Build and maintain a retrieval operations dashboard that gives real-time visibility into team performance, SLA compliance, and capacity utilization.
- Identify trends in retrieval failures, provider non-response patterns, and requestor complaint themes to drive systemic improvements.

Required Qualifications

- 5+ years of experience in medical records, health information management, legal retrieval, or healthcare operations, with at least 2 years managing teams of 10+ people.
- Robust understanding of medical record retrieval workflows: authorization processing, provider outreach, record collection, quality review, and delivery.
- Experience managing remote teams across multiple locations with structured accountability frameworks (daily standups, weekly 1:1s, Scorecards).
- Familiarity with HIPAA, PHI handling requirements, and healthcare compliance standards relevant to medical record exchange.
- Comfort working in U.S. business hours from the Philippines or India, with a high degree of written and verbal English fluency.
- Proficiency with AI tools for workflow automation, reporting, and operational analysis — active daily use, not just awareness.
- Strong client-facing communication skills:



ability to manage requestor expectations, handle escalations professionally, and build lasting provider relationships.
- Experience with production management metrics: TAT, aging, quality rates, and unit profitability.

Preferred Qualifications

- Experience in the medical record retrieval or release of information (ROI) industry specifically.
- Familiarity with EOS (Entrepreneurial Operating System), L10 meetings, Rocks, and Scorecard tracking.
- Prior experience managing Team Leads who themselves manage individual contributors (second-level management).
- Knowledge of healthcare provider workflows: HIM departments, EMR/EHR systems, fax-based and electronic record exchange.
- Background in both payor and legal retrieval use cases.

What Success Looks Like

- Within 90 days, retrieval average TAT is consistently at or below 15 days, with less than 10% of billable requests aging beyond 30 days.
- Zero information security breaches or accidental information sharing incidents across the retrieval team.
- All 3 Team Leads have structured 1:1s, clear performance expectations, and documented development plans.
- Client retention rate at 93% or higher, with requestor escalations resolved within SLA and root causes documented.
- The retrieval business unit is profitable quarterly (retrieval revenue exceeds records costs).
- Leadership describes this Manager as a reliable operational partner who runs the retrieval operation with minimal escalation.

Our Values — The ChartRequest PATH

- Passionate: We bring energy and commitment to everything we do. We care deeply about our mission to improve healthcare information exchange.
- Accountable: We own our results. We follow through on commitments, meet deadlines, and take responsibility when things go wrong.
- Transparent: We communicate openly and honestly. We share information freely, surface problems early, and build trust through candor.
- Humble: We check our egos at the door. We listen, learn from others, and put the team's success above individual recognition.

ChartRequest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Pay: ₹115,000.00 - ₹140,000.00 per month

Benefits:

- Work from home

Application Question(s):

- What is the largest team you have personally managed (direct reports only)?
- Are you familiar with HIPAA, PHI handling requirements, and healthcare compliance standards relevant to medical record exchange? (Y/N)

Experience:

- Medical Record Retrieval: 5 years (Required)
- Team Lead/Manager: 2 years (Required)

Work Location: Remote

📌 Manager, Client Services - Retrieval (Remote) (India)
🏢 ChartRequest
📍 India