Predoc

Compensation

Full Description

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 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 Health Insurance Dental Insurance Paid sick time off Paid vacation time off