As our Clinical 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