Director of Medical Record Retrieval

Director of Client Services, Legal

Position: Director of Client Services, Legal (Medical Record Retrieval)

Location: In-Office, Phoenix / Scottsdale, AZ. Quarterly travel to Atlanta, GA plus monthly travel to sales meetings and industry conferences.

Reports To: VP of Client Services

Direct Reports: Legal Retrieval Onboarding Team, Account Executives, and Offshore Retrieval Operations Leads

Cross-Functional Committees: MGR LVL10, Client Services LVL10, Retrieval LVL10

Founded in 2012 in Atlanta, GA, ChartRequest is a healthcare information technology and services company that specializes in electronic medical record fulfillment, outsourced medical record fulfillment, and referral management solutions. Within our Legal Retrieval Business Unit, we provide a secure, 100 percent electronic Release of Information and medical record fulfillment platform purpose-built for law firms, insurance carriers, third party administrators, ERE users, and other requestors that handle Protected Health Information for litigation and case management.

We believe in being Helpful, Accountable, Respectful, Problem-Solving Team Players. Every team member at ChartRequest embodies those core values on the ChartRequest PATH. Since inception, the company has managed more than 25,000,000 secure requests for protected health information on behalf of its providers, and the network using its services now includes more than 12,000 healthcare providers across all 50 states.

ChartRequest is hiring a Phoenix-based Director of Client Services, Legal to lead the operational and commercial engine of our Legal Retrieval Business Unit. This is a player-coach leadership role for a seasoned medical record retrieval professional who knows the workflow cold, has personally onboarded law firm and insurance clients, and has led offshore teams delivering to U.S. service-level expectations.

You will own the end to end client experience from signed agreement through go-live and expansion: standing up new law firm, carrier, and TPA accounts, driving disciplined follow-up on open requests and escalations, and holding an offshore retrieval team accountable to turnaround time and quality standards. As the unit grows, this role carries a clear path to General Manager of the Legal Retrieval Business Unit.

•       Lead client onboarding for new law firm, property and casualty carrier, and TPA accounts, including kickoff, SOW confirmation, platform configuration, custodian setup, and go-live within agreed timelines.

•       Manage a high-volume follow-up discipline across open record requests, custodian outreach, client escalations, and outstanding invoices so nothing sits idle and every stakeholder knows status.

•       Lead and hold accountable an offshore retrieval operations team, setting daily production targets, quality thresholds, and escalation protocols, and running structured huddles across time zones.

•       Convert warm inbound interest from law firms, carriers, and TPAs into signed agreements using a consultative, process-first approach rather than hard sell tactics.

•       Build trusted relationships with large property and casualty insurers, leading tailored demos, procurement navigation, and expansion conversations that migrate transactional users to subscription partnerships.

•       Shape SOWs, pricing, and SLAs that balance accuracy, turnaround time, and compliance, partnering with Operations to deliver on every commitment.

•       Manage the data integrity of the ChartRequest Provider and Civil Directory so custodian of record data is accurate, current, and trusted by the retrieval team.

•       Translate voice of customer feedback into product tickets and workflow improvements, then close the loop with clients on what shipped.

•       Maintain clean pipeline and account hygiene in HubSpot, forecast with clarity, and report on cycle time, win rate, TAT, quality, and expansion signals.

•       Manage compliance education, retrieval security standards, IT risk assessment responses, and collections workflows related to legal retrieval.

•       Lead weekly LVL10 departmental meetings and partner cross-functionally with Sales, Marketing, Product, Development, Operations, and Finance alongside the Executive Leadership Team.

•       You sell by teaching the workflow, not by pressure tactics. Credibility in record retrieval and legal services is your superpower.

•       You have run an offshore team and know how to hold it accountable without micromanaging across time zones.

•       You treat onboarding and follow-up as competitive advantages, not afterthoughts.

•       Compensation rewards steady consultative closers and excellent client stewardship, not only big game hunting.

•       Clear path to General Manager as the Legal Retrieval Business Unit scales: hire your CSMs and AMs, formalize playbooks, own a P&L.

•       Minimum 5 years of experience in the medical record retrieval industry working directly with law firms, insurance carriers, or TPAs (required).

•       Minimum 5 years of experience onboarding clients in a record retrieval environment including kickoff, configuration, training, and go-live (required).

•       Demonstrated experience managing and holding accountable an offshore retrieval or operations team delivering to U.S. client SLAs (required).

•       Proven discipline around follow-ups across open requests, custodian outreach, client escalations, and accounts receivable (required).

•       Must reside in the Phoenix, Arizona metropolitan area and be available to work in-office in Phoenix or Scottsdale (required).

•       Background at Datavant, American Retrieval, US Legal Support, Ontellus, or a similar record retrieval or legal support environment (strongly preferred).

•       Working fluency in record retrieval workflows, custodian engagement, and legal request handling, with the ability to translate that into scope and SLAs.

•       Strong written and verbal communication skills, high attention to detail, and a pragmatic logical approach to problem solving and prioritization.

•       Familiarity with HubSpot or a comparable CRM, LinkedIn, and Google Workspace.

•       Bachelor's degree preferred.

•       Experience with EOS, LVL10 Meetings, and Rock Setting preferred.

This is a management role with quarterly incentive compensation tied to onboarding velocity, offshore team production and quality, client retention, and expansion revenue. Base compensation is between $75,000 and $95,000, with On Target Earnings between $125,000 and $155,000 depending on leadership and retrieval management experience.

This is an in-office role based in Phoenix or Scottsdale, Arizona, with quarterly travel to Atlanta, GA and monthly travel to sales meetings and industry conferences.

ChartRequest is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At ChartRequest, our Rising Stars Program, part of the ChartRequest Operating System, focuses on doing less, better. This program, along with our Rocks and Focus Jira Project, creates clear advancement paths for team members over 90 or 180 days. We prioritize promoting from within to preserve our Culture and Values, ensuring team members succeed in their new roles with support from the organization.

Every ChartRequestor is on the ChartRequest PATH. When you are on the ChartRequest PATH you are a team player who is a polite and respectful problem solver. Being accountable for your work and actions, and being a trustworthy team player, is paramount to success on this PATH. You strive to be helpful at all times to your teammates, clients, and every end user in the ChartRequest ecosystem.

P  Polite, Respectful Problem Solver

A  Accountable

T  Trustworthy Team Player

H  Helpful