Team Lead Record Retrieval SpecialistOverviewThe Team Lead Record Retrieval Specialist plays a critical role in delivering exceptional service to our clients by overseeing daily operations within the record retrieval team. This position leads by example, supporting team members while ensuring timely and accurate processing of record requests, resolving client inquiries, and driving overall team performance. The Team Lead is responsible for coaching, workflow distribution, quality assurance, and maintaining alignment with company policies and procedures.

Key ResponsibilitiesTeam Leadership & SupportLead by example by actively working alongside Record Retrieval Specialists (RRS I & II)Distribute workload across team members, including calls, submitted requests, emails, and notificationsManage escalations and prioritize oldest work orders to ensure timely completionProvide ongoing coaching, feedback, and instruction in a positive, supportive mannerMonitor team performance and ensure adherence to established workflows and schedulesClient SupportRespond to and resolve client inquiries and escalations with a focus on customer satisfactionGenerate and deliver client-specific reports in accordance with internal policiesEnsure consistent communication and follow-up on record requests until completionMeetings & Team CommunicationConduct twice-daily team huddles (515 minutes) to review assignments, adjust workloads, and address questionsFacilitate weekly team meetings (3045 minutes) to review performance, correct errors, and introduce process updatesHold one-on-one meetings for coaching, training, and performance developmentSupport onboarding and development of new hires, including 30/60/90-day reviewsPerformance & Quality ManagementMonitor and review key performance metrics, including assignment completion and work log accuracyEvaluate quality of work, ensuring proper documentation and adherence to processesPromote efficiency through structured workflows and scheduling practicesReview and approve bi-weekly timecards and monitor attendance as neededLead or support special projects and process improvement initiativesCompliance & Workplace StandardsEnsure adherence to all company policies, procedures, and safety regulationsMaintain departmental organization and housekeeping standardsQualificationsAssociate degree required35 years of experience in client service, customer service, or a related fieldPrior experience in legal or medical record retrieval preferred

Knowledge, Skills & AbilitiesLeadership & 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 environmentsAdditional RequirementsPhysical RequirementsOccasionally lift and/or move up to 10 poundsAbility to perform close vision work and adjust focus as neededCore SkillsAbility to read and interpret work orders, service logs, and procedural documentationStrong organizational and reporting skillsBasic mathematical skills, including calculations involving rates and percentagesWhy Join UsCollaborative, team-focused environmentOpportunity to lead and develop high-performing teamsCareer growth within a fast-paced, service-driven organization