Director of Release of Information & Medical Records ChartRequest
- 3.6 Nashville, TN Job Details Full-time $75,000
- $98,000 a year 2 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Managing customer accounts Teamwork Customer relationship building Team leadership HIPAA Managing clients in a customer support role Bachelor's degree Healthcare privacy protection Customer relationship management Conflict management Medical record retrieval Health information regulatory compliance Healthcare team management Business Administration Health information management Productivity software Business operations Managing patient records Account management
Full Job Description ChartRequest Position:
Director of Client Services (Health Services / ROI Operations) In-office role in Atlanta, Nashville, or Phoenix Company Profile 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. We believe in being Helpful, Accountable, and Respectful, Problem-Solving Team Players. Every team member at ChartRequest embodies those core values and attributes on the ChartRequest PATH. The company leverages forward-thinking strategies and innovation to deliver automated, HIPAA-compliant solutions that empower solo physician practices, large group practices, national urgent care platforms, imaging centers, community hospitals, and integrated delivery networks to streamline their operations and reduce their overhead. In addition, ChartRequest provides a secure, paperless release of information platform for legal firms, insurance companies, ERE users, and other requestors that need to protect sensitive and business-critical information. ChartRequest is dedicated to eliminating manual and paper processes in ROI and referral management in order to realize 100 percent electronic workflows for its clients and staff. Since its establishment, the company has managed more than 50,000,000 secure requests for protected health information on behalf of its providers. The network using its services to exchange vital continuity of care documentation currently comprises over 20,000 healthcare providers in all 50 states. Opportunity ChartRequest is looking to add to our organization with a qualified, self-driven professional who is looking to make a splash with a growing company. If you are looking for an opportunity with realistic, attainable goals, uncapped opportunity, and creative freedoms
- this might be the opportunity for you.
The chosen candidate will join a team that is focused on helping achieve your career goals through a collaborative work environment that incentivizes you to reach your targets. The Director of Client Services (Health Information Services / ROI Operations) will provide strategic leadership and oversight of ChartRequest's release of information (ROI) operations and client service delivery. This role will be responsible for driving operational excellence, ensuring compliance with HIPAA and healthcare regulations, building strong client partnerships, and leading a high-performing team. The Director will focus on productivity, quality, customer satisfaction, and scalability while ensuring seamless collaboration between Client Services, Sales, and Operations. Primary Responsibilities Leadership & Strategy Develop and implement client service strategies to maximize ROI operational efficiency and client satisfaction. Lead, coach, and mentor ROI Managers and Client Services teams to achieve productivity, quality, and customer experience goals. Establish and monitor performance objectives at the individual, team, and department levels. Drive a culture of accountability, continuous improvement, and employee engagement. Client Relationship Management Serve as an executive-level point of escalation for client concerns and ensure timely resolution. Oversee the creation and management of multiple accounts across the U.S., ensuring service excellence. Conduct regular executive-level client account reviews to ensure client needs are met and exceeded. Operational Excellence Oversee day-to-day ROI operations across multiple accounts, ensuring compliance with HIPAA, HITECH, and state/federal regulations. Implement industry best practices to optimize productivity and accuracy of ROI requests. Monitor and analyze operational metrics (turnaround times, quality, client satisfaction, error rates) to manage performance and drive improvements. Collaborate with IT and Operations to resolve escalated system and equipment issues. Partner with HIM Directors and account managers to review account performance and ensure consistent delivery. People Management & Development Recruit, hire, and retain competent staff aligned with job responsibilities and company culture. Ensure orientation, training, and continuous development of staff, with emphasis on ROI, compliance, HIPAA, and customer service. Conduct accurate and timely performance evaluations, administer recognition and disciplinary actions fairly, and make recommendations on employment decisions. Foster leadership development within leaders and ensure succession planning for key roles. Compliance & Risk Management Uphold strict adherence to HIPAA, HITECH, and applicable healthcare regulations. Ensure security and confidentiality protocols for access and review of medical records. Support internal/external audits and ensure audit readiness across accounts. Reporting & Analysis Provide executive reporting on department performance, including productivity, quality, and client satisfaction metrics. Leverage data analytics to identify trends, optimize processes, and support business decisions. Report regularly to executive leadership on performance, risks, and opportunities. Required Qualifications & Experience Bachelor's degree in Business, Health Information Management, Healthcare Administration, or related field required. RHIA, RHIT, or similar credential highly desirable. Minimum of 6-8 years of progressive leadership experience in ROI, Health Information Services, or healthcare operations. Minimum of 5 years managing large teams and multi-client accounts in a healthcare setting. Strong knowledge of HIPAA, HITECH, and HIM/ROI processes. Proven ability to lead managers and large, distributed teams. Strong analytical, problem-solving, and decision-making skills. Exceptional client relationship and conflict resolution skills. Proficiency with Microsoft Office Suite; ability to quickly adapt to new software workflows. Strong organizational and multitasking ability in a fast-paced environment. Compensation. This role is a management role with quarterly incentive compensation plan performance bonuses. The base compensation will be between $65,000
- $85,000 and the On Target Earnings will be between $75,000
- $97,750,000 depending on leadership and management experience.
Prior legal or payor directed record retrieval, data management/ELT, and management experience is a requirement for this role. Hybrid Policy. This is an in-office role in Nashville, TN, Scottsdale, AZ or Atlanta, GA with a travel requirement of 20%. 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. Rising Stars @ ChartRequest At ChartRequest, our Rising Stars Program, part of the ChartRequest Operating System (ChartRequest OS), 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. Managers and team members with LMA responsibility should follow these steps to facilitate smooth transitions and continued success, fostering a growth-oriented workplace where every team member can thrive. The ChartRequest PATH. Great expectations between ChartRequestors. Every ChartRequestor is on the ChartRequest PATH. When you are on the ChartRequest PATH you must be a team player that is a polite and respectful problem solver. Being Accountable for your work and actions, as well as being a trustworthy team player is paramount to success on this PATH. If you are on the ChartRequest PATH, you must strive to be helpful at all times to your teammates, clients, and all end-users in the ChartRequest ecosystem. P
- Polite, Respectful Problem Solver A
- Accountable T
- Trustworthy Team Player H
•
Helpful Job Type:
Full-time Pay:
$75,000.00
00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Are you comfortable with the compensation range and the hybrid policy?
Y/N Work Location:
Hybrid remote in Nashville, TN 37215
