Lead Assistant Manager Record Retrieval Opeartions (Noida)

Description 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. Responsibilities 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 recent 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 Qualifications Required Qualifications - Bachelors degree in business administration, Healthcare Management, or related field - 58 years of experience in: - US healthcare BPO/KPO - Medical record retrieval / Release of Information (ROI) - Minimum 23 years in team handling role - Prior team handling experience is mandatory .