Operations Manager - Record Retrieval Recupera Record Retrieval Services LLC Full-time | $80,000-$100,000 per year, based on experience About Recupera Recupera Record Retrieval Services helps insurance carriers, third-party administrators, and law firms obtain records needed for claims and litigation. We combine proactive follow-up, responsive client service, and technology to keep requests moving and provide visibility throughout the retrieval process. We are seeking a hands-on Operations Manager to oversee daily operations, lead and develop our retrieval team, and help establish the processes that support our growth. This position works directly with the founders and offers meaningful input into staffing, workflows, service standards, and operational improvements. Job Summary The Operations Manager will oversee the record retrieval process from order intake and request preparation through custodian follow-up, quality review, and final delivery. You will ensure staff understand their priorities, requests receive consistent follow-up, and issues are resolved promptly. As part of a growing company, you should be comfortable moving between managing the team and directly handling complex requests, escalations, or daily work when needed. We are looking for someone who understands how to keep retrieval operations productive without sacrificing accuracy, confidentiality, or client service. Responsibilities Manage daily retrieval operations, including workload assignments, staffing coverage, priorities, and deadlines. Supervise, train, and coach callers and operations staff, with clear expectations for productivity, follow-up activity, documentation, and service quality. Oversee request preparation, delivery, custodian outreach, records receipt, quality review, and delivery to clients. Monitor aging orders and identify the causes of delays; establish and follow through on plans to move stalled requests forward. Handle escalations involving unresponsive custodians, incomplete records, request deficiencies, fee issues, and client concerns. Monitor turnaround times, order completion, follow-up activity, and work quality; report results and improvement opportunities to the founders. Develop and maintain operating procedures, training materials, and quality control checks. Support hiring, onboarding, performance evaluations, and team development. Ensure accurate order notes, status updates, and consistent communication with clients and records custodians. Reinforce company procedures for confidentiality and the secure handling of sensitive records. Work with the founders to improve internal systems, reduce repetitive work, and plan for increased order volume. Provide hands-on support during busy periods and when complex issues require management involvement. Qualifications Experience in record retrieval, release of information, litigation support, or closely related operations. Prior supervisory or management experience, including assigning work, coaching employees, and monitoring performance. Understanding of the records request lifecycle and common challenges in obtaining records from medical facilities and other custodians. Strong organizational skills and the ability to manage competing priorities and deadlines. Professional communication skills and sound judgment when resolving client and custodian concerns. Comfort using workflow software, Microsoft Excel, and operational reports to manage daily work. Ability to take ownership, solve problems independently, and establish structure in a growing business. Preferred Experience Direct experience working for a record retrieval company serving insurance carriers, third-party administrators, or law firms. Experience managing teams responsible for outbound follow-up calls and records requests. Experience developing procedures, training staff, and improving turnaround times or service quality. Why Join Recupera? Work directly with the founders and contribute to decisions that shape the business. Take ownership of daily operations and help build a strong team. Help improve the technology and processes your team uses. Expand your responsibilities as the company grows. How to Apply Submit your résumé through Indeed. Please highlight your record retrieval experience, prior supervisory responsibilities, and any examples of operational improvements you have led.

Pay:

$65,000.00 - $80,000.00 per year

Benefits:

Paid time off Professional development assistance

Work Location:

In person