Manager, Records Fulfillment

When life gets hard, we make it easier! Libra Solutions helps overcome the burdens created by slow-moving legal processes. Combining technical innovation and financial strength, we help speed cumbersome workflows and ease financial barriers for our customers. And our companies are leaders in their industries! Oasis Financial is the largest and most recognized national brand in consumer legal funding. Oasis helps consumers awaiting legal settlements to move forward with their lives. MoveDocs is a personal injury solutions platform that integrates and streamlines medical, financial, and professional services for personal injury cases. Our mission is to improve outcomes for plaintiffs, accelerate settlements for attorneys, and ensure timely payment for providers.  We are proud of our mission and passionate about applying technology to the challenge of making healthcare more accessible. We also are the leading inheritance funding provider through Probate Advance, helping heirs access their inheritance immediately, without the lengthy process of probate.     Together, under the Libra Solutions banner, we have relationships with over 40,000 attorneys and over 7,000 healthcare providers nationwide, which gives us an amazing platform to service our customers.     Position Summary The Manager, Records Fulfillment is responsible for leading the day-to-day operations of the Records Fulfillment team, ensuring timely, accurate, and compliant intake, reconciliation, and delivery of medical and billing records. This role combines operational leadership with people management, SLA accountability, customer experience ownership, and continuous process improvement. The Manager serves as the primary escalation point for complex fulfillment issues, drives team efficiency and quality standards, and partners cross-functionally to ensure smooth record handling and a strong client experience. This position can be based at any of our three office locations in Las Vegas, NV, Charlotte, NC or Denver, CO. Key Responsibilities: Team Leadership & Performance Management - Lead, coach, and develop a team of Records Coordinators and/or Representatives, setting clear expectations around productivity, quality, and responsiveness. - - Monitor individual and team performance metrics, including turnaround times, accuracy, and SLA adherence. - - Conduct regular performance reviews, provide real-time feedback, and create development plans to strengthen team capability. - - Manage workload distribution and capacity planning to ensure consistent service levels. - - Foster a culture of urgency, accountability, and customer-first service. - Operational Oversight & SLA Ownership - Oversee the end-to-end fulfillment process for medical and billing records, ensuring timely intake, reconciliation, tracking, and delivery. - - Own and monitor Service Level Agreements (SLAs), proactively identifying risks related to aging accounts, backlog, or volume spikes. - - Implement corrective action plans when performance falls below targets. - - Serve as the primary escalation point for complex or high-risk fulfillment issues, working directly with medical providers, attorneys, and internal stakeholders to resolve discrepancies. - - Conduct quality control audits to ensure accuracy, completeness, and compliance with HIPAA standards. - - Review and validate Excel-based reconciliation and tracking reports, identifying trends and systemic gaps. - Email Box & Workflow Oversight - Oversee the shared Records Fulfillment inbox, ensuring timely triage, accurate routing, and professional communication. - - Establish and enforce response-time standards for inbound provider, attorney, and internal inquiries. - - Monitor inbox and workflow volume trends to prevent backlog and maintain responsiveness. - - Ensure all written communication reflects company service standards and compliance requirements. - Customer Experience & Cross-Functional Partnership - Drive a high-quality customer experience for providers, attorneys, and internal stakeholders. - - Identify friction points in fulfillment workflows and implement improvements to reduce delays and rework. - - Partner with Operations, Sales, and Account Management to resolve recurring issues and improve overall account performance. - - Provide leadership visibility into fulfillment trends, SLA adherence, aging risk, and escalation patterns. - - Support broader operational initiatives, including system enhancements and workflow automation. - - High school diploma or GED required; bachelor’s degree or certification in healthcare administration, records management, or related field preferred. - - 3–5+ years of experience in medical records, legal documentation, or healthcare-related operations. - - 1–3 years of supervisory or team leadership experience preferred. - - Demonstrated experience managing SLAs, workflow prioritization, and performance metrics. - - Strong knowledge of medical terminology and healthcare or legal documentation workflows. - - Proficiency in Microsoft Excel (including reconciliation and reporting), Outlook, and Windows-based systems. - - Strong understanding of HIPAA regulations and handling of confidential data. - - Proven ability to manage competing priorities while driving results through others. - - Excellent communication skills with a customer-first, solutions-oriented mindset. - - Ability to type 45+ WPM and perform advanced data reconciliation and quality review. - - Must be able to work in-office at one of our office locations in Las Vegas, NV, Charlotte, NC or Denver, CO. - Libra Solutions offers competitive compensation (salary and bonus eligibility), and benefits that include health, dental and vision plans, 401(k), flexible spending account and paid time off.