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Record Retrieval Project Manager/Paralegal

Medical Research Consultants

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Job Snapshot
Location:
10114 W. Sam Houston Pkwy S.
Suite 200
Houston, TX 77099 (map it!Map it! )
Employee Type:
Full-Time
Industry:
Legal
Consulting
Manages Others:
Yes
Job Type:
Professional Services
Legal Admin
Education:
2 Year Degree
Experience:
3 to 10 years
Relocation Covered:
No
Post Date:
11/3/2009
Contact Information
Contact:
David Gray
Phone:
713-314-3605
Ref ID:
RRPMMRC110309
Description The Record Retrieval Project Manager is the primary point of contact for clients.  They are responsible for account management and hands-on leadership of the Record Retrieval operation for specified projects and personnel supporting those projects.  The Project Manager evaluates and monitors performance and activieties to insure each Record Retrieval Specialist is achieving the specified monthly benchmarks for the position.  The Project Manager also offers suggestions for process/staff/policy improvements to ensure the highest level of service and quality is attained and maintained by the Record Retrieval Representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.

 

  • Account Management
    • Deliver agreed components of Clients Statement of Work
    • When required, negotiate and document change orders
    • Validate customer satisfaction
    • Manage customer concerns
  • Manage day to day operations of Record Retrieval
    • Implement new customers
    • Retrieve records within agreed upon SLAs
    • Troubleshoot, resolve and/or escalate process quality issues
    • Increase first call record retrieval rate through problem elimination and increasing knowledge articles
  • Develop a world-class team of self motivated record retrieval technicians
    • Recruit, train, and coach technicians
    • Define requirements for out-sourced support teams
    • Schedule and manage flexible shifts
    • Conduct performance reviews
    • Conduct reviews of services
  • Deliver world-class customer service
    • Contribute to development of best practice standards
    • Refine and train standard operating procedures
    • Maintain and support a knowledge base
    • Manage Service Level and Operation Level Agreements
    • Identify and implement opportunities for process and service improvements
  • Manage quality metrics
    • Customer satisfaction
    • First Call Record Retrieval
    • Time to Retrieve Records

 

Further, the ideal candidate will find ways to increase operational efficiency by identifying ways to streamline operations and communicating ideas to the operations, IT, and management teams.

Requirements
  • Bachelor’s degree or equivalent
  • Paralegal Certification
  • 3+ years experience in Executive Client support
  • 3+ years experience managing staff
  • Previous litigation support position within a law firm
  • Ability to manage high-stress situations calmly and effectively
  • Excellent oral and written communications skills
  • Excellent problem-solving and organizational skills
  • Demonstrated experience with Quality Management concepts, including Service Delivery and Service Support
  • Experience with Service Level Management and defining Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)
  • Experience tracking performance through data parsing
  • Advanced Excel user
  • Passion for Service excellence
  • Desire to develop expertise in process excellence
  • Self-motivation and the ability to work in a fast-paced, flexible, team environment
  • ISO 9000-2001 and Six Sigma experience preferred

    PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is frequently required to stand, walk, sit, and talk or hear. The employee must occasionally lift and/or move up to 50 pounds.

    WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    The noise level in the work environment is usually quiet and moderate.

    NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

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