RRS Team Lead

Key Responsibilities

• Lead by example by actively working alongside Record Retrieval Specialists (RRS I & II)
• Distribute workload across team members, including calls, submitted requests, emails, and notifications
• Manage escalations and prioritize oldest work orders to ensure timely completion
• Provide ongoing coaching, feedback, and instruction in a positive, supportive manner
• Maintain monitoring of team performance and ensure adherence to established workflows and schedules
• Respond to and resolve client inquiries and escalations with a focus on customer satisfaction
• Generate and deliver client-specific reports in accordance with internal policies
• Ensure consistent communication and follow-up on record requests until completion
• Conduct twice-daily team huddles (5–15 minutes) to review assignments, adjust workloads, and address questions
• Facilitate weekly team meetings (30–45 minutes) to review performance, correct errors, and introduce process updates
• Hold one-on-one meetings for coaching, training, and performance development
• Support onboarding and development of new hires, including 30/60/90-day reviews
• Monitor and review key performance metrics, including assignment completion and work log accuracy
• Evaluate quality of work, ensuring proper documentation and adherence to processes
• Promote efficiency through structured workflows and scheduling practices
• Review and approve bi-weekly timecards and monitor attendance as needed
• Lead or support special projects and process improvement initiatives

Qualifications

• Associate degree required
• 3–5 years of experience in client service, customer service, or a related field
• Prior experience in legal or medical record retrieval preferred

Knowledge, Skills & Abilities

• Leadership & Initiative: Proactive, leads by example, and drives team performance
• Adaptability: Responds effectively to changing priorities and business needs
• Analytical Thinking: Ability to assess situations, identify issues, and implement solutions
• Technical Skills: Proficient in Microsoft Office, Adobe, and file management systems
• Communication Skills: Strong written and verbal communication across phone, email, and virtual platforms
• Problem-Solving: Ability to manage multiple variables and make sound decisions in structured environments

Additional Requirements

• Occasionally lift and/or move up to 10 pounds
• Ability to perform close vision work and adjust focus as needed
• Core Skills: Ability to read and interpret work orders, service logs, and procedural documentation, strong organizational and reporting skills, basic mathematical skills, including calculations involving rates and percentages