Job Description

Role title
Director of Operations, Retrieval (or) Vice President, Retrieval Operations

About ChartRequest
ChartRequest is a healthcare information exchange platform used by providers, payors, and requestors to streamline medical record retrieval, routing, and compliance. Our goal in 2025-2026 is near-real-time provider-to-provider turnaround and a best-in-class requestor experience powered by automation, quality assurance, and trusted networks.

Why this role matters

Own the day-to-day engine that retrieves, QA's, and delivers millions of medical records with speed, accuracy, and auditability Translate compliance and customer needs into reliable SOPs, dashboards, and continuous improvement programs Build and mentor a high-performing, values-driven operations team that partners tightly with Client Services, Product/Engineering, and Finance
What you'll do

Lead retrieval operations end-to-end: intake, authorization, custodian coordination, QA, pricing/release, and delivery Stand up and refine SOPs that ensure HIPAA, CMS, and state compliance while improving cycle time and first-pass yield Build workforce plans, queues, capacity and staffing models; manage internal teams and external vendors to SLAs Define and own KPIs: TAT by request type, QA defect rate, rework %, first-contact resolution, cost per request, NPS/CSAT, invoice accuracy Partner with Finance on forecasting, throughput vs. margin tradeoffs, and monthly close accuracy Stand up dashboards that make performance unmissable; drive corrective actions and root-cause analysis on misses Partner with Product/Engineering on automation: request status lifecycle, messages/worklists, authorization capture, document/download flows, and credit-card/Stripe interactions Ensure operational readiness for new capabilities, including Requestor API workflows and our network-of-networks integrations, with clear playbooks and training Build a leadership bench: hire, coach, and develop managers; create a culture of accountability, clarity, and care Serve as an escalation point for strategic customers; improve outcomes without compromising compliance
What you bring

8-12+ years leading healthcare operations in retrieval/ROI, payer/provider services, RCM, HIM, or large call-center-style environments Proven track record running large vendor and provider portfolios, improving accuracy and service at scale, and collaborating cross-functionally with Compliance, Finance, and IT/Product Fluency in HIPAA, PHI handling, and audit-ready documentation; experience designing and enforcing SOPs and QA frameworks Comfort with data: Excel/Sheets, BI dashboards, and operational analytics; you turn messy processes into measurable systems People leadership that balances high standards with high empathy; you've grown managers and matured orgs through change Excellent written and verbal communication for executive updates, customer escalations, and change management
Nice to have

Experience with retrieval at national scale and multi-state regulatory environments Exposure to API-enabled operations, request status lifecycles, and secure document delivery flows Background in payer/provider engagement programs, accreditation, or SOC 2/HITRUST environments
What success looks like in 90/180 days

90 days: SOPs and dashboards live for core workstreams; baseline KPIs and staffing model in place; weekly ops review cadence running 180 days: 15-25% reduction in average cycle time for targeted request types; ?30% reduction in QA defects/rework on a defined cohort; improved CSAT/NPS on retrieval tickets; cost per request trending down with quality held or improved
Location and work style

Atlanta or remote U.S. with periodic travel to team and customer sites Hybrid teams across time zones; strong async documentation culture
Compensation

Competitive salary, performance bonus, and benefits Tools, training, and professional development support
How to apply

Apply here with a resume and a short note on the largest ops system you've scaled, KPIs you owned, and one improvement you're proudest of
Equal opportunity

We're an equal opportunity employer. We value kindness, accountability, and helpfulness in all interactions.
Job Type: Full-time

Pay: $77,510.88 - $115,346.44 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance
Application Question(s):

How many years of Healthcare or Legal Record Retrieval experience do you have?
Work Location: In person