Clinical Escalations Manager

Predoc

About The Position

As our Operations Escalations Manager, you’ll own our most complex and high-priority medical record retrieval cases and improve the systems behind them. This is a hands-on role with strategic impact. You won’t just resolve escalations; you’ll identify why they happened, surface trends, and work cross-functionally to prevent them in the future. You’ll also play a key role in developing team performance - sharing best practices, coaching coordinators, and helping raise the operational bar across the organization. This role is for you if you're someone who: ✓ Thrives in fast-moving environments ✓ Enjoys solving problems ✓ Thinks creatively ✓ Is a natural leader

Requirements

2+ years in a high-volume, customer-facing or operations-focused role
Excellent verbal and written communication skills, including the ability to consistently deliver exceptional service
Highly organized and detail-oriented
Strong sense of ownership and urgency (takes initiative without needing to be asked)
Experience with medical and clinical terminology

Nice To Haves

2+ years of experience in healthcare
Experience mentoring or coaching teammates
Startup or high-growth company experience

Responsibilities

Own and resolve complex, time-sensitive escalated cases with an emphasis on client satisfaction
Apply strong organizational and customer service skills when collaborating with external parties
Partner closely with coordinators to support case resolution and improve workflows
Identify root causes of recurring escalations and recommend process improvements
Document patterns, surface operational insights, and support disseminating best practices across the team
Contribute to improving turnaround times and service quality
Build and continuously expand your knowledge of medical record retrieval workflows
Maintain accurate and comprehensive documentation
Willingness to work overtime hours