Medical Records Retrieval Team Lead

24 hours ago


Mechanicsburg, Pennsylvania, United States Randstad Full time
Job Summary

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.
Requirements
  • 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.
Preferred Qualifications
  • Any certifications are a plus (CompTIA, MSP, help desk certifications, etc.)
  • Any post secondary or equivalent is a plus.
Leadership Knowledge, Skills, and Abilities
  • 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.
Adaptability and Innovation
  • Capable of adapting to changing operational needs and environments.
  • Creative thinker with a knack for finding innovative solutions to complex challenges.
General Retrieval Knowledge, Skills, and Abilities
  • 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
Equal Opportunity Employer

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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