Medical Records Retrieval Team Lead
24 hours ago
Randstad Digital is seeking a highly skilled Team Lead to oversee a team of medical records retrieval specialists. As a key member of our operations team, you will be responsible for ensuring the highest standards of service and operational efficiency in medical record retrieval.
Key Responsibilities- Directly manage a team of 12-13 agents, ensuring compliance with performance and quality standards.
- Facilitate a positive and productive work environment through effective leadership and team-building activities.
- Conduct regular evaluations of agents' performance to ensure achievement of key performance indicators.
- Implement corrective measures and enhancements based on performance data and quality checks.
- Monitor daily operations to ensure efficiency and compliance with operational protocols.
- Address any issues that affect the workflow or quality of service, implementing immediate corrective actions as needed.
- Work closely with the Service Delivery Manager to discuss and resolve escalated issues, strategic initiatives, and resource needs.
- Participate in the development and execution of strategies aimed at improving team performance and operational efficiency.
- Maintain open lines of communication with both team members and management to ensure transparency and mutual understanding of goals and expectations.
- Prepare and deliver regular reports on team performance, challenges, and achievements to the Service Delivery Manager.
- Proactively identify potential issues or bottlenecks in team processes and implement effective solutions.
- Handle escalated customer or agent issues, making decisions on appropriate courses of action in line with company policies.
- HS Diploma/GED required
- 2+ years experience in a customer support position with the ability to perform tasks in GSuite (Sheets, Docs, Etc) and Microsoft Office (Sharepoint, Teams, Outlook, Etc)
- Minimum of 1 years of experience in a leadership role within a customer service or operations environment.
- Proven track record of managing teams to meet or exceed performance standards.
- Experience in handling performance metrics, conducting quality assessments, and implementing operational improvements.
- Any certifications are a plus (CompTIA, MSP, help desk certifications, etc.)
- Any post secondary or equivalent is a plus.
- Leadership and Management
- Strong leadership skills with the ability to motivate and drive a team towards achieving performance goals.
- Experience in conflict resolution, problem-solving, and team management.
- Manage performance
- In-depth understanding of operational processes and performance metrics.
- Ability to analyze data to identify trends and develop strategies to improve team efficiency and effectiveness.
- Communication
- Excellent verbal and written communication skills, with the ability to clearly convey information and expectations to team members and management.
- Proficient in delivering presentations and reports to stakeholders.
- Capable of adapting to changing operational needs and environments.
- Creative thinker with a knack for finding innovative solutions to complex challenges.
- Record Retrieval systems such as ROW and RMS
- Intricate knowledge of the different Cotiviti Outbound Retrieval verticals (CCV, HC, FWA, CAT, etc) and procedures for each.
- GSuite (Sheets, Documents, etc)
- Microsoft Office (Sharepoint, Teams, Outlook, Etc)
- Citrix - Knowledge on using Citrix storefront apps, general troubleshooting
- Excellent troubleshooting skills and end-user communication, breaking down technical terms for non-technical users
Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants.
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