Codes Health

Role Description At Codes Health, we’re building the modern platform for end-to-end medical-records retrieval for lawyers and specialty healthcare providers. Our mission is to automate the record retrieval process so firms can serve clients faster, with less friction and zero error. As a Legal Records Specialist , you’ll be on the front lines of our retrieval operations. This entails working directly with healthcare providers and internal tools to ensure records are obtained accurately, quickly, and compliantly. This is a high-impact role at the center of our operations. - Manage end-to-end record retrieval for assigned customers and providers. - Build, standardize, and continuously improve playbooks for high-volume hospitals, billing groups, and provider networks. - Ensure accuracy and compliance — clean ROIs, affidavits, billing records, and complete document sets with zero rework. - Surface workflow improvements and partner with engineering and product to help automate repetitive steps. - Collaborate with teammates to share learnings, standardize best practices, and raise our quality bar. Qualifications - Significant prior experience in legal record retrieval. - A strong work ethic and ownership mindset. - Excellent communication skills. - Organized and detail-oriented. - Tech-comfortable: quick to learn new tools and workflows. - A team player who cares about improving the process. Requirements - Knowledge of the ins-and-outs of the retrieval process, providers, and records. - Ability to manage multiple requests without dropping balls. Company Description

• Manage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion • Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeks • Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accounts • Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews • Build and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account • Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program • Partner with the Support Lead on recurring ticket themes that indicate product or process gaps • Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion

• Build systems to triage and resolve inbound support tickets across email, portal, and phone • Own technical support escalations • Manage the formal complaints process • Own collections follow-up • Build and document clear escalation paths • Analyze ticket volume and themes monthly • Build the support team • Develop and maintain support documentation, FAQs, and internal runbooks

• Own a portfolio of enterprise accounts starting post-sale, from building key relationships to maintaining account health • Lead structured onboarding for new enterprise customers — platform training, first case submission, integration into firm workflows • Conduct regular business reviews (QBRs) and executive check-ins to surface value, resolve friction, and identify growth opportunities • Maintain documented account health status for every firm in your portfolio; flag at-risk accounts and lead recovery plans • Own expansion within your book: upsell volume, additional practice areas, additional offices, and new service lines • Be the customer's advocate internally — route feedback to product, operations, and leadership and close the loop with customers on outcomes • Build and iterate on scalable playbooks for onboarding, QBRs, renewals, and escalations • Collaborate with the Support Lead to ensure enterprise escalations are resolved quickly and with white-glove service

• Own onboarding and implementation end-to-end • Serve as primary point of contact and trusted advisor for customers • Drive ongoing account engagement including regular check-ins • Monitor and manage customer health by tracking key metrics • Partner closely with Product, Engineering, and Operations to translate customer feedback • Act as internal source of truth for customer by maintaining accurate account context • Design and build foundation of Customer Success including playbooks • Lead product rollouts and feature adoption

• Manage end-to-end record retrieval for assigned customers and providers. • Build, standardize, and continuously improve playbooks for high-volume hospitals. • Ensure accuracy and compliance of records. • Surface workflow improvements and partner with engineering for automation. • Collaborate with teammates to standardize best practices and raise quality bar.