Own and resolve complex, time-sensitive medical record retrieval escalations; identify root causes and trends; recommend process improvements; coach coordinators; document patterns and share best practices to improve turnaround times and service quality.
As our Operations Escalations Manager, you’ll own our most complex and high-priority medical record retrieval cases and improve the systems behind them. This is a hands-on role with strategic impact. You won’t just resolve escalations; you’ll identify why they happened, surface trends, and work cross-functionally to prevent them in the future. You’ll also play a key role in developing team performance - sharing best practices, coaching coordinators, and helping raise the operational bar across the organization.
This role is for you if you're someone who:
✓ Thrives in fast-moving environments
✓ Enjoys solving problems
✓ Thinks creatively
✓ Is a natural leader
Responsibilities:
- Own and resolve complex, time-sensitive escalated cases with an emphasis on client satisfaction
- Apply strong organizational and customer service skills when collaborating with external parties
- Partner closely with coordinators to support case resolution and improve workflows
- Identify root causes of recurring escalations and recommend process improvements
- Document patterns, surface operational insights, and support disseminating best practices across the team
- Contribute to improving turnaround times and service quality
- Build and continuously expand your knowledge of medical record retrieval workflows
- Maintain accurate and comprehensive documentation
- Willingness to work overtime hours
Requirements
- 2+ years in a high-volume, customer-facing or operations-focused role
- Excellent verbal and written communication skills, including the ability to consistently deliver exceptional service
- Highly organized and detail-oriented
- Strong sense of ownership and urgency (takes initiative without needing to be asked)
- Experience with medical and clinical terminology
Bonus (Not Required): We care more about grit, ownership, and problem-solving than traditional healthcare credentials.
- 2+ years of experience in healthcare
- Experience mentoring or coaching teammates
- Startup or high-growth company experience
Benefits
- Health Insurance
- Dental Insurance
- Paid sick time off
- Paid vacation time off
Predoc New York, New York, USA Office
New York, New York, United States
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