Medical Record Retrieval Team Lead

Randstad Digital is actively seeking candidates for a Team Lead (Customer Service) role. Join our mission to enhance healthcare through diligent medical record retrieval. As a Medical Records Retrieval Team Lead, you will serve as a crucial link between healthcare providers, insurers, and clients, upholding the highest standards of service and operational efficiency. This pivotal role offers the opportunity to oversee and inspire a team of dedicated agents, ensuring they exceed performance metrics and uphold quality standards through effective leadership and strategic decision-making.

For immediate consideration send resume to

location: Mechanicsburg, Pennsylvania

job type: Contract

salary: $18 - 19 per hour

work hours: 8am to 5pm

education: High School



responsibilities:

Job Duties -

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.

Although training is handled by a different role, oversee the integration of training initiatives with daily operations to maximize agent development and performance.

Ensure new agents are smoothly transitioned into their roles with the necessary support and guidance.

Ensure all team activities adhere to organizational standards and client requirements.

Regularly review and update team practices to meet compliance requirements and industry standards.

Job 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.

Desired Skills & Experience -

Any certifications are a plus (CompTIA, MSP, help desk certifications, etc.)

Preferred Education: 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

Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload.

Ability to maintain a flexible work schedule.

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: High School