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Role Description

We are seeking a highly organized, detail-oriented Account Service Manager to join our fast-paced medical records retrieval team. This role is focused entirely on client support—no sales involved. The ideal candidate will excel in communication, maintain strong client relationships, and ensure timely, accurate handling of all service needs.

• Serve as the primary point of contact for assigned clients, providing exceptional written and verbal customer service.
• Manage the full lifecycle of client requests related to medical record retrieval.
• Monitor order progress, follow up on outstanding requests, and proactively address potential delays.
• Maintain accurate and organized documentation within internal systems.
• Troubleshoot client issues with professionalism and urgency.
• Collaborate with internal departments to resolve inquiries and escalate concerns when necessary.
• Track account activity and service levels to ensure client expectations are consistently met.
• Assist with onboarding new clients and supporting their transition to operational workflows.

Qualifications

• 2+ years of customer service or account management experience, preferably in healthcare, legal, insurance, or a high-volume service environment.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple tasks and tight deadlines.
• High attention to detail and accuracy.
• Ability to work independently and problem-solve in a fast-paced environment.
• Proficiency with basic computer applications and CRM/ticketing systems.

Requirements

• Experience in medical records retrieval, health information management (HIM), or related industries.
• Familiarity with HIPAA and handling of confidential information.

Key Traits for Success

• Customer-focused with a professional, courteous demeanor.
• Reliable, proactive, and responsive.
• Process-oriented with strong follow-through.
• Able to communicate clearly and confidently.