Records Clerk Team Lead (Remote) | LATAM

Overview

Full-Time Contractor (Remote)

This role leads 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. The Records Clerk Team Lead will combine hands-on records retrieval expertise with people leadership to ensure requests move forward, documentation is complete, and potential delays are addressed before they impact case progress.

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 to ensure 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 can be handled independently and escalating appropriately when management involvement is required.

Requirements (Must-Have)

• 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.

Preferred Qualifications (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.

Compensation & Benefits

• Not specified.

Location & Schedule

• Workplace: Remote
• Schedule: Monday–Friday (TBD)