Team Lead – Record Retrieval Specialist

U.S. Legal Support · United States · posted today ago

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About this role

Team Lead – Record Retrieval Specialist

Overview

The 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 Responsibilities

Team Leadership & Support

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
Monitor team performance and ensure adherence to established workflows and schedules

Client Support

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

Meetings & Team Communication

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

Performance & Quality Management

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

Compliance & Workplace Standards

Ensure adherence to all company policies, procedures, and safety regulations
Maintain departmental organization and housekeeping standards

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

Physical 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