Director of Medical Operations

Our Story TopDog Law is not your typical law firm. We're a nationally scaling personal injury firm built for impact and growth — owning the client experience end-to-end, from marketing and intake through litigation. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike. Over the past three years, we've grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what's possible when strategy, speed, and execution align. Now we're applying that same discipline and innovation to firm operations, case management, and national scale — intentionally building the infrastructure, systems, and teams to grow without sacrificing quality, culture, or accountability. We are a fully remote team that share trust, open communication, and a commitment to doing great work. If you love ownership, thrive in a fast-moving environment, and want to help build something exceptional, you'll feel right at home here. The Opportunity The Director of Medical Records and Case Execution owns the medical records function end to end — collection, throughput, compliance, and data integrity — for a centralized team supporting personal injury cases across all states. This role is accountable for the team's performance against SLAs and scorecard KPIs, for building the capacity and staffing model as case volume grows, and for the vendor and compliance relationships that keep records moving. Beyond the core team, this role also holds connected oversight of medical record collection wherever it happens across the firm. Case managers, intake, and the provider group all touch record collection at points in the case lifecycle, and this Director is the person who tracks that full pipeline, closes the gaps between teams, and gives leadership one reliable picture of how records move from request to file — even for the portion of collection that happens outside the core team. This role also owns the strategic roadmap for the systems that power medical records work — records-retrieval and case-management platforms and their integrations — and oversees how the function trains its people on them, so tooling and training scale alongside headcount and volume rather than trailing behind. Finally, this role extends into case execution: monitoring the medical metrics that determine whether a case is on track — treatment adherence, appointment and provider set-up compliance, and gaps in expected care — and making sure symptoms and complaints are matched to the right provider type, medical necessity is documented, and the Treatment Tracker and records/bills are complete and reliable enough to support case valuation and demand. What You Will Own OWN THE MEDICAL RECORDS FUNCTION Own end-to-end performance of the Medical Records function — backlog, throughput, average days open, and closure rate — and maintain a reconciled scorecard against firm KPIs (total open requests, requests closed, avg days open, avg cases per coordinator). Directly manage the Medical Records Manager and specialist team; build and run the capacity plan that sizes staffing to case volume, including straight-time vs. overtime staffing scenarios as demand grows. Move the team from state-by-state, single-owner assignment to a centralized, queue-based model organized around the provider or facility, with every specialist cross-trained across states. Publish and maintain SLAs (e.g., 30 days for provider records, 45 days for hospital records), SOPs, and performance standards ahead of any further headcount growth. Diagnose and correct structural drivers of backlog — requests tied to cases that have settled or left the firm, uneven workload distribution across specialists, and coverage gaps created by leave or turnover under a single-owner-per-state model. OVERSEE RECORD COLLECTION ACROSS TEAMS Serve as the connective tissue for medical record collection wherever it happens across the firm, including in states or teams where case managers currently source records themselves rather than routing through the core team. Partner with Case Management, Intake, and the Provider Group to close gaps in early record capture, HIPAA authorization turnaround, and hand-off points between teams. Track and report coverage and speed across the full collection pipeline — requests per case, share of cases the core team handles directly vs. self-sourced elsewhere, and time from case signing to first record request — so leadership has one reliable view of medical record collection firm-wide. MEDICAL LANE ALIGNMENT TRACKING Monitor case-level medical execution metrics — treatment adherence, first-appointment attendance, 72-hour provider set-up compliance, and time-to-treatment against the firm's treatment-timing rules (e.g., 30 days if no prior care, 45 days if referring off existing care) — and drive the interventions needed to close gaps before they affect case value. Ensure client symptoms and complaints are matched to the right type of provider — flagging and resolving cases where a reported complaint has not yet been evaluated by the expected specialty, so referrals reflect medical necessity rather than convenience or availability alone. Monitor and act on treatment-gap flags (e.g., a client approaching two weeks without expected care, stalled or past-due appointments) in partnership with case management and the provider group to get treatment back on track. Own data completeness and compliance for the Treatment Tracker and related Filevine tabs (Diagnostics, Symptom Survey, Meds, Liens) — every visit, complaint, and referral logged in real time so the record supports case valuation, demand timing, and handoffs. Own the records-and-bills view of case execution — ensuring records, imaging, and billing tie cleanly to the case file so treatment, records, and financials tell one consistent, demand-ready story. Partner with Analytics and Product/Filevine on the medical case-execution dashboard — adherence, provider set-up compliance, treatment status, and records/bills — defining metric standards and driving toward reliable, decision-ready reporting. STRATEGIC SYSTEMS AND INTEGRATION OVERSIGHT Own the strategic roadmap for the systems used to collect, track, and store medical records — records-retrieval platforms, case-management systems, and the integrations between them — evaluating and prioritizing enhancements as volume and complexity grow. Serve as the business owner for integrations tying records systems to the firm's broader case-management and analytics stack, partnering with Product/Filevine and Analytics owners to define requirements, sequence upgrades, and troubleshoot breakages that affect throughput or reporting. Evaluate new records-related technology and vendors against the team's operating model, leading selection, implementation, and change management for any system change that touches records workflows. Own systems training strategy for the function — ensuring specialists, the Medical Records Manager, and downstream teams that touch records systems are trained to a consistent standard, and that training is updated whenever a system or integration changes. Partner with the Medical Standards & Training function and Learning Solutions to build and maintain systems-training content and competency checks, distinct from clinical/records-process training. VENDOR, COMPLIANCE, AND DATA INTEGRITY Own vendor relationships supporting records retrieval and provider connectivity, including case-management/records-retrieval system integrations, certified records processes, and state-specific HIPAA authorization and anti-kickback requirements. Partner with Compliance on HIPAA and state privacy regulation questions specific to records collection and disclosure. Improve records-to-case linkage and overall data integrity so the function's output is reportable, auditable, and usable by downstream teams. LEADERSHIP AND STAKEHOLDER MANAGEMENT Own the escalation path for state managing attorneys and case teams on anything records-related. Partner with the Medical Standards & Training seat on clinical content, SOPs, and specialist onboarding and competency. Represent Medical Records in the firm's capacity planning, scorecard, and leadership reporting cadences. What You Bring Required: Bachelor's degree in Health Information Management, Healthcare Administration, or a related field preferred; equivalent professional experience will be considered. 5+ years of experience in medical records, health information management, healthcare administration, or personal injury/legal-services records operations, including 3+ years in a people-management or leadership role. Working knowledge of HIPAA and state-specific medical records and privacy regulations across a multi-state footprint. Experience building or scaling a centralized, high-volume back-office operation, including capacity planning, staffing models, and SLA/SOP design. Comfortable working in case-management and records-retrieval systems and translating raw operational data into a reliable, auditable scorecard. Experience owning or heavily influencing a systems roadmap — evaluating vendors/tools, scoping integrations, and leading implementation or change management for operational systems. Experience monitoring case- or client-level treatment/adherence metrics and turning them into operational interventions — e.g., treatment gaps, appointment or provider set-up compliance, symptom-to-specialty matching — in a personal injury, legal, or healthcare-adjacent environment. Experience building or overseeing systems training programs, including partnering with a training/learning-solutions function to keep training current as systems change. Strong cross-functional stakeholder management — able to work across a state-led attorney operating model while holding one firm-wide standard for records. Excellent written and verbal communication skills, with the ability to present operational data and recommendations to executive leadership. Preferred (Nice to Have): Experience in personal injury, legal services, or insurance claims environments. RHIT, RHIA, or other Health Information Management certification. Experience managing a distributed, remote, or offshore team. Prior experience partnering directly with compliance and legal teams on regulatory matters. Familiarity with Filevine, Arctrieval, or similar legal case-management / records-retrieval platforms and their integrations. Who Thrives Here (Core Values) We don't hire on resumes alone. We hire for competence, character, and mindset. Embrace Change: Open to feedback, embracing change, and always asking "what's next?" Committed: You care deeply, have your teammates' backs, and show up to build something lasting. No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door. Ownership: You do what you say, follow through, and treat the business like it's yours. Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact. What We Offer Base Salary: $100,000 and $130,000, commensurate with experience Our job postings reflect the compensation range for the specific market and location of each role. Ranges vary by geography based on local market rates and cost of labor. Benefits include: Medical, dental, and vision insurance, 401(k) with company match, HSA, life insurance, disability coverage, paid time off, and parental leave. Equal Opportunity Employer We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law. Disclaimer: TopDog Technologies, Inc. [TopDog Law, P.A.] [TopDog Law SE, PLLC] ("TopDog") may use artificial intelligence (AI) and automated decision-making tools to assist in screening and evaluating candidates for employment positions, including whether to advance a candidate in the application process. These tools assess job-related qualifications and characteristics—such as work experience, education, and skills relevant to the position as described in the job posting—based on information you provide in your application materials (e.g., resume, application responses, and other submitted materials, if any). All adverse decisions affecting your candidacy are reviewed by a human member of our Talent Acquisition team before being finalized. AI does not make the final decision on your candidacy. If you have questions about this notice, wish to request additional information about how AI was used in a decision affecting you, wish to request correction of inaccurate data, or need a reasonable accommodation that is required by law regarding TopDog Law's use of these tools, please contact: Talent Acquisition Department | #LI-Remote