Director of Medical Record Retrieval Sales

VP / Director, Enterprise Retrieval Sales

ChartRequest | Phoenix / Scottsdale, AZ (In-Office) | Full-Time

Compensation: $100,000–$125,000 base performance incentives (OTE $200,000)

About ChartRequest

Founded in 2012, ChartRequest is a healthcare technology company headquartered in Atlanta, GA that is fundamentally reimagining how medical records and healthcare data move between providers, law firms, insurance carriers, and health plans. Our software-first platform processes hundreds of thousands of secure requests annually through a network of thousands of healthcare providers nationwide, delivering a guaranteed 5-business-day turnaround that is unmatched in the industry.

We are building toward 95% automation in our fulfillment workflows, powered by AI-driven document classification and retrieval agents. Our team of 90 professionals across the U.S., India, and the Philippines operates on the Entrepreneurial Operating System (EOS) and lives by the ChartRequest PATH: Polite and Respectful Problem Solver, Accountable for Actions and Results, Trustworthy Team Player, and Helpful to Teammates, Clients, and End-Users.

Why This Role Exists

ChartRequest's Enterprise Retrieval business unit is building a new category in legal medical record retrieval — combining a technology-first platform with managed services that give law firms faster, more reliable access to the records they need to win cases. The business unit has a President who owns the P&L and strategic vision, and a Director of Client Services who owns onboarding, operations, and service delivery. What's missing is a dedicated sales leader who can spend every day in the market — sourcing personal injury firms, running demos, negotiating contracts, expanding existing accounts, and building the pipeline that funds the entire business unit.

This role exists because enterprise legal retrieval sales is a specialized craft. The buyer is a managing partner, office manager, or litigation support director at a PI firm who has been burned by slow, unreliable record retrieval and is skeptical of new vendors. Winning their business requires deep credibility in retrieval workflows, a consultative approach that teaches before it sells, and the discipline to manage a long-cycle pipeline without losing momentum. You will be the commercial engine of Enterprise Retrieval — the person who turns market opportunity into signed contracts and growing revenue.

Primary Responsibilities

New Business Development — Personal Injury Firms (40%)

- Own the full sales cycle for new PI firm acquisitions: sourcing, outreach, qualification, demo, proposal, negotiation, and contract execution.

- Build and execute a territory-based prospecting strategy targeting PI firms in priority states (California, Texas, New York, Arizona, Florida, and others as the business unit expands).

- Develop and maintain a qualified pipeline with consistent coverage, ensuring new opportunities are sourced weekly to avoid dependence on any single deal.

- Conduct tailored product demonstrations that lead with retrieval workflow expertise — showing PI firm decision-makers how ChartRequest solves their specific pain points around turnaround time, cost, compliance, and visibility.

- Leverage industry relationships, conferences, and professional networks to build referral channels and accelerate pipeline.

- Collaborate with Marketing on thought leadership content, case studies, and demand generation campaigns targeting the legal retrieval vertical.

Account Expansion & Revenue Growth (30%)

- Own revenue growth within existing enterprise retrieval accounts: identify upsell opportunities, negotiate volume tier upgrades, and expand service scope from ad-hoc retrieval to managed services subscriptions.

- Conduct quarterly business reviews (QBRs) with key accounts, presenting performance data, service metrics, and expansion recommendations to firm leadership.

- Convert proof-of-concept (POC) engagements into full production contracts — managing the transition from trial to committed volume with clear milestones and SLA commitments.

- Work with the Client Services team to ensure onboarded clients ramp to contracted volume quickly, identifying and removing friction that delays revenue realization.

- Build multi-threaded relationships within each account — connecting with managing partners, office managers, paralegals, and litigation support staff to protect against single-point-of-contact churn.

Client Relationship Management & Retention (20%)

- Serve as the senior commercial relationship owner for enterprise retrieval clients, ensuring they view ChartRequest as an indispensable partner rather than a replaceable vendor.

- Monitor client health proactively: track request volume trends, flag declining usage before it becomes churn, and coordinate with operations to resolve service issues that threaten retention.

- Handle commercial escalations with urgency — working across Sales, Client Services, and Operations to resolve pricing disputes, SLA concerns, and contract questions within 24 hours.

- Maintain a client retention rate of 95% or greater annually, with net revenue retention (including expansions) exceeding 110%.

- Develop strategic account plans for the top 10 enterprise clients, mapping stakeholders, expansion levers, risk factors, and 12-month revenue growth targets.

AI-Powered Sales Operations & Market Intelligence (10%)

- Maintain clean, accurate pipeline data in CRM: deal stages, close dates, ACV, win probability, and activity logs updated in real time — not batched weekly.

- Leverage AI tools for prospect research, call preparation, proposal generation, competitive analysis, and pipeline forecasting — active daily use as a force multiplier, not occasional experimentation.

- Deliver weekly pipeline and forecast reporting to leadership with clear visibility into coverage ratio, deal velocity, and conversion rates by stage.

- Track competitive dynamics in legal retrieval and feed positioning insights back to Sales, Marketing, and Product.

- Identify market trends, pricing shifts, and new vertical opportunities (workers' compensation, SSDI, medical malpractice) and present data-backed recommendations for expansion.

Required Qualifications

- 7 years of sales experience in medical record retrieval, Release of Information (ROI), legal services, or healthcare information services, with at least 3 years carrying an individual quota and closing enterprise deals.

- Deep expertise in the personal injury law firm ecosystem: understanding of case lifecycle, litigation support workflows, medical record needs, and the decision-making process for selecting retrieval vendors.

- Proven track record of building and closing a pipeline of $1M in annual contract value, with demonstrated ability to manage long sales cycles (3–6 months) without losing deal momentum.

- Experience selling to law firm managing partners, office managers, and litigation support directors — buyers who value credibility, process expertise, and reliability over feature lists.

- Strong consultative selling skills: ability to lead with workflow education, diagnose pain points, and position ChartRequest as the solution — not a hard-sell, pitch-deck-first approach.

- Working fluency in medical record retrieval workflows: authorization processing, custodian outreach, record collection, quality review, HIPAA compliance, and delivery.

- Proficiency with CRM platforms for pipeline management, forecasting, and deal tracking.

- Proficiency with AI tools for prospecting, proposal creation, competitive research, and reporting — active daily use, not just awareness.

- Must reside in the Phoenix / Scottsdale, AZ metropolitan area and be available to work in-office (required).

- Willingness to travel 40–60% for client meetings, conferences, and strategic partner visits.

Preferred Qualifications

- Background at Datavant / Ciox, American Retrieval, US Legal Support, Ontellus, Compex Legal Services, or a comparable medical record retrieval or legal services provider.

- Existing relationships with PI firms, workers' compensation carriers, or P&C insurers that can accelerate pipeline development.

- Experience selling managed services or outsourced fulfillment solutions (not just SaaS) where operational delivery is part of the value proposition.

- Track record of converting POC / pilot engagements into multi-year production contracts.

- Familiarity with EOS (Entrepreneurial Operating System), including L10 meetings, Rocks, and Scorecard tracking.

- Experience navigating insurance carrier and TPA procurement processes, including RFP responses and vendor onboarding requirements.

- Bachelor's degree in Business, Healthcare Administration, or a related field. MBA preferred but not required.

Work Location

This is an in-office role based in Phoenix or Scottsdale, Arizona, with 40–60% travel for client meetings, conference attendance, strategic partner visits, and periodic team gatherings at our Atlanta headquarters. Travel is at the company's expense for pre-approved business purposes.

Our Values — The ChartRequest PATH

- Passionate: We bring energy and commitment to everything we do. We care deeply about our mission to improve healthcare information exchange.

- Accountable: We own our results. We follow through on commitments, meet deadlines, and take responsibility when things go wrong.

- Transparent: We communicate openly and honestly. We share information freely, surface problems early, and build trust through candor.

- Humble: We check our egos at the door. We listen, learn from others, and put the team's success above individual recognition.