Director of Medical Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete performance of the Medical Records department, including backlog management, throughput, average days open, and closure rates.

• Keep a reconciled scorecard aligned with the firm's KPIs.

• Directly supervise the Medical Records Manager and the specialist team.

• Develop and implement capacity plans and staffing models as case volumes increase.

• Transition the team to a centralized, queue-based system organized by providers or facilities.

• Create and uphold SLAs, SOPs, and performance metrics.

• Identify and resolve underlying causes of backlog issues.

• Oversee the collection of medical records across Case Management, Intake, and the Provider Group.

• Monitor and report on coverage and speed throughout the entire collection pipeline.

• Track treatment adherence, appointment attendance, provider setup compliance, and time-to-treatment.

• Initiate interventions to address medical execution gaps.

• Ensure that symptoms and complaints are appropriately matched to provider specialties.

• Manage the Treatment Tracker and maintain data completeness and compliance within Filevine.

• Ensure that records, imaging, and billing are accurately linked to case files.

• Collaborate with Analytics and Product/Filevine on medical case-execution dashboards.

• Define the strategic roadmap for records-retrieval and case-management systems and their integrations.

• Assess vendors and technology, leading the selection, implementation, and change management processes.

• Develop a training strategy for systems and maintain training materials and competency assessments.

• Handle vendor relationships and work with Compliance on HIPAA and state privacy regulations.

• Enhance records-to-case linkage and ensure data integrity.

• Establish escalation processes for state managing attorneys and case teams.

• Represent the Medical Records function in capacity planning, scorecard management, and leadership reporting.

⛳️ Requirements

• A Bachelor’s degree in Health Information Management, Healthcare Administration, or a related field is preferred; equivalent professional experience will be considered.

• At least 5 years of experience in medical records, health information management, healthcare administration, or personal injury/legal-services records operations.

• 3 or more years in a management or leadership role.

• Familiarity with HIPAA and state-specific medical records and privacy regulations across multiple states.

• Experience in building or scaling a centralized, high-volume back-office operation, including capacity planning, staffing models, and SLA/SOP development.

• Proficient in working with case-management and records-retrieval systems while transforming raw operational data into a dependable, auditable scorecard.

• Experience in owning or significantly influencing a systems roadmap, assessing vendors/tools, scoping integrations, and leading implementation or change management for operational systems.

• Skilled in monitoring case- or client-level treatment/adherence metrics and translating them into operational interventions.

• Experience in developing or overseeing systems training programs.

• Strong ability to manage cross-functional stakeholder relationships.

• Excellent written and verbal communication skills, capable of presenting operational data and recommendations to executive leadership.

• Preferred: experience in personal injury, legal services, or insurance claims environments.

• Preferred: RHIT, RHIA, or another Health Information Management certification.

• Preferred: experience managing a distributed, remote, or offshore team.

• Preferred: previous collaboration with compliance and legal teams on regulatory issues.

• Preferred: familiarity with Filevine, Arctrieval, or comparable legal case-management/records-retrieval platforms and integrations.

🏝️ Benefits

• Eligible for performance-based bonuses.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company match.

• Health Savings Account (HSA).

• Life insurance coverage.

• Disability insurance.

• Paid time off.

• Parental leave.

• Fully remote work options.