Team Lead - Clinical Data & Record Retrieval- Remote

job summary:

Title: Team Lead - Clinical Data & Record Retrieval

Duration: Open Ended w2 Contract

Location: 100% Remote

Shift: M-F 8:15 am-5:15 pm ET

Are you a data-driven leader who knows how to motivate a team, smash performance metrics, and foster a high-performance culture?

Under limited supervision, the Agent Team Lead is pivotal in upholding the highest standards of service and operational efficiency. You will directly oversee a team of 12-13 agents, ensuring they meet or exceed all performance metrics and quality standards. This role exercises significant independence in decision-making with respect to team management and operational adjustments. While a specialized role handles training, you will ensure your team has the guidance and resources necessary to achieve their objectives effectively.

For immediate review, send resume to

location: Telecommute

job type: Solutions

salary: $18 - 19 per hour

work hours: 9am to 5pm

education: High School



responsibilities:

Core Responsibilities Team Management & Performance

• Directly manage a team of 12-13 agents, ensuring compliance with performance and quality standards.
• Conduct regular evaluations of agents' performance to ensure achievement of key performance indicators (KPIs).
• Implement corrective measures and enhancements based on performance data and quality checks.
• Facilitate a positive and productive work environment through effective leadership and team-building activities.
• Act swiftly and decisively in addressing performance issues. Review all significant concerns (such as documentation or potential termination) in collaboration with the Service Delivery Manager.

Daily Operations & Efficiency

• Monitor daily operations to ensure efficiency and compliance with operational protocols.
• Address any issues that affect workflow or quality of service, implementing immediate corrective actions as needed.
• 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.
• Ensure all team activities adhere to organizational standards, client requirements, compliance regulations, and industry standards.

Communication & Strategy

• Serve as the primary liaison between your team and the Service Delivery Manager.
• 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.
• Prepare and deliver regular reports on team performance, challenges, and achievements to the Service Delivery Manager.
• Maintain open lines of communication with both team members and management to ensure transparency and mutual understanding of goals.

Onboarding & Integration

• Oversee the integration of training initiatives with daily operations to maximize agent development and performance (training itself is handled by a separate role).
• Ensure new agents are smoothly transitioned into their roles with the necessary support and guidance.

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qualifications:

Job Requirements

Experience: Minimum of 1 year of experience in a leadership role within a customer service or operations environment.

Proven Track Record: Demonstrated success managing teams to meet or exceed performance standards.

Analytical Skills: Solid experience handling performance metrics, conducting quality assessments, and implementing operational improvements.

Mindset: Must be highly self-motivated with a proactive approach to problem-solving.

? Desired Skills & Experience

Leadership & Performance 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.

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 & Adaptability

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.

Capable of adapting to changing operational needs and environments.

Creative thinker with a knack for finding innovative solutions to complex challenges.

Technical & Industry Knowledge

Record Retrieval Systems: Experience with systems such as ROW and RMS.

Industry Verticals: Intricate knowledge of the different Cotiviti Outbound Retrieval verticals (CCV, HC, FWA, CAT, etc.) and the specific procedures for each.

Software Proficiency: GSuite (Sheets, Documents, etc.) and Microsoft Office (SharePoint, Teams, Outlook, etc.).

Citrix: Knowledge of using Citrix storefront apps and general troubleshooting.

Technical Communication: Excellent troubleshooting skills and end-user communication, with the ability to break down technical terms for non-technical users.

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


Any consideration of a background check would be an individualized assessment based on the applicant or employee's specific record and the duties and requirements of the specific job.