[Hiring] Records Clerk Team Lead @HireHawk

Role Description

As the Records Clerk Team Lead, you will lead the day-to-day performance of a team responsible for obtaining, tracking, reviewing, and organizing medical records and billing documentation for U.S. plaintiff personal injury cases. You will combine hands-on records retrieval knowledge with people leadership, making sure requests move forward, documentation is complete, and potential delays are addressed before they affect case progress.

This role is designed for someone who understands that strong records operations are critical to personal injury case preparation. You will have meaningful ownership over team productivity, quality control, coaching, reporting, and process improvement while partnering closely with Case Managers and other legal operations stakeholders.

Responsibilities

• Lead and coordinate the daily workflow of Records Clerks and supporting team members, ensuring priorities are clear and assigned work is completed on schedule.
• Own the team's medical records and billing retrieval process across hospitals, clinics, physicians, and other healthcare providers.
• Keep outstanding requests moving by identifying delays, following up proactively, and resolving incomplete records, billing discrepancies, and provider-related issues.
• Monitor turnaround times, pending requests, productivity, accuracy, and other performance indicators to maintain strong team accountability.
• Coach and train Records Clerks on retrieval procedures, documentation standards, provider communication, HIPAA requirements, and team best practices.
• Conduct quality assurance reviews so medical records, billing statements, and supporting documentation are complete, accurate, and properly organized.
• Partner with Case Managers and other departments to ensure case documentation is available when needed for pre-litigation case preparation.
• Identify recurring workflow bottlenecks and recommend practical process improvements that increase efficiency without sacrificing accuracy.
• Maintain clear reporting on completed requests, outstanding documentation, follow-up activity, and individual and team productivity.
• Take ownership of complex provider issues and operational escalations, resolving what you can independently and escalating appropriately when management involvement is required.

Qualifications

• 3+ years of hands-on medical records retrieval experience supporting U.S. plaintiff personal injury matters.
• 1+ year of experience leading, supervising, training, or providing day-to-day direction to Records Clerks or a similar legal support team.
• Strong working knowledge of personal injury pre-litigation workflows and how medical records and bills support case preparation.
• Proven experience requesting, tracking, reviewing, and following up on medical records and billing statements from U.S. healthcare providers.
• Working knowledge of HIPAA requirements, medical authorizations, and appropriate handling of confidential patient information.
• Experience using a legal case management platform such as Filevine, CasePeer, SmartAdvocate, or a comparable system, along with strong Excel and reporting skills.
• Excellent written and spoken English, with the confidence to communicate professionally with healthcare providers, Case Managers, attorneys, and internal stakeholders.

Nice to Have

• Experience supporting a California plaintiff personal injury law firm.
• Previous leadership experience within an offshore or globally distributed legal support team.
• Experience building or improving records retrieval KPIs, productivity dashboards, or turnaround-time reporting.
• A track record of improving team performance through coaching, quality reviews, workflow changes, or stronger accountability processes.