Record Retrieval Manager- Call Team | High-Performance Role | Onsite Jacksonville

Record Retrieval Manager- Call Team | High-Performance Role | Onsite Jacksonville Record Retrieval Solutions, LLC - 3.5 Jacksonville, FL Job Details Full-time $20 an hour 13 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Performance monitoring Managing teams in a customer support role Coaching HIPAA Performance feedback (performance evaluation method) High school diploma or GED Team development Leading team collaboration initiatives Health information management Call center management Full Job Description About the Role We are hiring a Call Team Manager to own the daily performance, accountability, and execution of our call team. This is a leadership seat — not a stepping stone. From day one, you will be responsible for driving the team's productivity, coaching your reps, holding the line on performance standards, and ensuring work moves forward every single day across both our US-based and offshore operations. Our team contacts hospitals, doctor's offices, and billing departments to obtain medical records on behalf of our clients. The work is high-volume, deadline-driven, and requires persistent follow-up. If you have led a call team in collections, customer service, insurance, billing, or any operation where work flows through a pipeline against tight productivity targets, you have the foundation we are looking for. What You'll Own Leadership and Team Performance Build and run the team's daily operating rhythm: morning huddles, mid-day check-ins, end-of-day accountability Own the team's performance against the metrics that matter — call volume, productivity, speed of work completion, and management of aged or stalled work Coach reps through structured one-on-ones, call reviews, and skill-building sessions Performance-manage underperformers with documented coaching plans, written warnings, and termination decisions when warranted Develop your team — identify high-potential reps and build them toward bigger roles Lead coordination across US-based and offshore teams, including time-zone-aware handoffs Operational Execution Identify bottlenecks, delays, and risks early — resolve them on the floor or escalate with a proposed solution Partner with our Data Entry, Review, and Operations leaders to keep work flowing across departments Report performance, risks, and improvement opportunities to senior leadership with data behind your read Player-Coach Work Step into complex calls and escalations when the team needs you in the seat Maintain working knowledge of our systems and tools so you can coach reps and troubleshoot in real time Personally handle the audits and exceptions that fall outside rep scope What Success Looks Like The team consistently hits its performance targets Work moves through the pipeline daily with no stagnation Reps are developed, retained, and held accountable — underperformers are addressed quickly and fairly You bring problems to leadership with proposed solutions, not just escalations Your team's culture reflects urgency, ownership, and follow-through Documentation is accurate, timely, and complete across the team Required Experience 3-5+ years in operations, call center, customer service, collections, billing, insurance, or healthcare environments 2+ years directly leading a team with documented ownership of performance metrics (productivity, call activity, work completion speed, or similar) Documented experience coaching reps, running accountability conversations, and managing underperformance Experience working with or managing offshore, remote, or distributed teams Strong communication, problem-solving, and decision-making skills High school diploma or equivalent Preferred Experience Background in medical records retrieval, Release of Information (ROI), Health Information Management (HIM), or healthcare administration Familiarity with HIPAA compliance and handling of protected health information (PHI) Experience with medical records portals such as MRO, ChartSwap, Datavant, or Verisma Experience with medical billing documents (HCFA 1500 forms, itemized bills, radiology billing, etc.) Experience monitoring performance metrics in a high-volume, results-driven environment Work Environment Onsite role in Jacksonville, FL Fast-paced, performance-driven operations culture Leadership-driven team that holds the line on accountability and execution High-volume work environment requiring urgency, organization, and proactive communication Why Record Retrieval Solutions At Record Retrieval Solutions, we don't wait on work — we drive it forward. This is the seat for a leader who wants to own a team's performance, develop people, and directly impact the growth of the company. You will not just complete tasks. You will lead, coach, and build.

Pay:

$20.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Application Question(s): How many years have you spent directly leading a team in a performance-driven environment, and how many people did you lead? Describe a specific situation where you moved a team performance metric from underperforming to on-target. What was the metric, where did you start, where did you end up, and what did you do as the leader to drive the change? How do you hold team members accountable when their work or follow-up activity falls below expectations? Walk through your actual process. Describe a time you had to performance-manage a struggling employee. What was your approach, what was the outcome, and what did you learn? Have you ever worked with or led offshore, remote, or distributed teams? If so, describe your experience and what made it work. This is a high-volume, fast-paced environment where every day requires execution. How do you prioritize when everything feels urgent? What separates a strong operations leader from an average one? Give a specific example from your own leadership experience. Why are you interested in this role specifically? What attracts you to a leadership seat in a performance-driven environment? This is an onsite role in Jacksonville, FL. Can you reliably commute Monday through Friday?

Work Location:

In person