Records Clerk Team Lead

• Lead and coordinate the daily workflow of Records Clerks and supporting team members, ensuring priorities are clear and assigned work is completed on schedule.
• Own the team's medical records and billing retrieval process across hospitals, clinics, physicians, and other healthcare providers.
• Identify delays, follow up proactively, and resolve incomplete records, billing discrepancies, and provider-related issues.
• Monitor turnaround times, pending requests, productivity, accuracy, and other performance indicators.
• Coach and train Records Clerks on retrieval procedures, documentation standards, provider communication, HIPAA requirements, and team best practices.
• Conduct quality assurance reviews of medical records, billing statements, and supporting documentation.
• Partner with Case Managers and other departments to support pre-litigation case preparation.
• Identify workflow bottlenecks and recommend process improvements.
• Maintain reporting on completed requests, outstanding documentation, follow-up activity, and individual and team productivity.
• Resolve complex provider issues and operational escalations, escalating when management involvement is required.

• 3+ years of hands-on medical records retrieval experience supporting U.S. plaintiff personal injury matters.
• 1+ year of experience leading, supervising, training, or providing day-to-day direction to Records Clerks or a similar legal support team.
• Strong working knowledge of personal injury pre-litigation workflows and how medical records and bills support case preparation.
• Proven experience requesting, tracking, reviewing, and following up on medical records and billing statements from U.S. healthcare providers.
• Working knowledge of HIPAA requirements, medical authorizations, and appropriate handling of confidential patient information.
• Experience using a legal case management platform such as Filevine, CasePeer, SmartAdvocate, or a comparable system, along with strong Excel and reporting skills.
• Excellent written and spoken English, with the confidence to communicate professionally with healthcare providers, Case Managers, attorneys, and internal stakeholders.
• Experience supporting a California plaintiff personal injury law firm.
• Previous leadership experience within an offshore or globally distributed legal support team.
• Experience building or improving records retrieval KPIs, productivity dashboards, or turnaround-time reporting.
• A track record of improving team performance through coaching, quality reviews, workflow changes, or stronger accountability processes.