Note: The job is a remote job and is open to candidates in USA. Randstad Digital Americas is seeking a Team Lead for Clinical Data & Record Retrieval. This role involves managing a team of agents to meet performance metrics and ensuring operational efficiency while providing guidance and support for team development.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- Minimum of 1 year of experience in a leadership role within a customer service or operations environment
- Demonstrated success managing teams to meet or exceed performance standards
- Solid experience handling performance metrics, conducting quality assessments, and implementing operational improvements
- Must be highly self-motivated with a proactive approach to problem-solving
- 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
- 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
- Experience with Record Retrieval Systems such as ROW and RMS
- 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.)
- Knowledge of using Citrix storefront apps and general troubleshooting
- Excellent troubleshooting skills and end-user communication, with the ability to break down technical terms for non-technical users
Benefits
- 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).
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