Retrieval Team Lead

About Reveleer:

Reveleer delivers a unified platform spanning risk adjustment, quality improvement, clinical intelligence, and member management for health plans and provider organizations navigating the complexity of value-based care. Trusted by 80+ customer organizations nationwide, the platform integrates data, analytics, and intelligent workflow automation into one governed system designed to support traceable documentation across diagnoses, quality measures, and submissions.

About the Role:

We are seeking a Retrieval Team Lead to join our Retrieval Operations team. This role leads a team of Retrieval Specialists (PSRs) who connect with the onshore team daily to understand client process requirements and guidelines. The Team Lead owns team production, retrieval completion rate, turnaround time, quality, and compliance targets, and drives performance through real-time monitoring, coaching, and process improvement. The role supports a large-scale retrieval program (approximately 500,000 chases, beginning with the October 2026 go-live), owns the relationship with the program's highest-volume Address IDs (AIDs), and serves as the first line of response for provider escalations.

Key Responsibilities:

• Plan, monitor, and manage team production through hourly/daily tracking and performance interventions.
• Allocate chase and Address ID inventory by project, provider, and retrieval channel.
• Distribute and rebalance daily chase assignments across the PSR team based on AID priority, chase age, and retrieval deadlines.
• Track retrieval rate, pend rate, and productivity against program targets; support corrective action plans.
• Drive team-level quality through targeted feedback and corrective action plans.
• Resolve pended and unresponsive chases through structured follow-ups, escalations, and alternate retrieval channels.
• Serve as the primary point of contact for the program's highest-volume AIDs and provider office staff.
• Own first-line resolution of provider escalations and document escalation patterns and root causes.
• Identify, propose, implement, and document process improvement initiatives.
• Ensure PSR adherence to retrieval processes, procedures, and documentation requirements.
• Drive team retention through structured engagement, coaching, skill development, and recognition.
• Mentor and coach Retrieval Specialists; onboard and train new PSRs.
• Ensure zero compliance issues within the team, including HIPAA and PHI safeguards.
• Report team performance and risks to leadership.

Required Qualifications:

• Minimum 5 years of experience in US healthcare medical record retrieval, including at least 2 years in an SME or supervisory capacity.
• Working knowledge of retrieval channels (fax, mail, EMR remote access, portal, onsite, and upload) and the chart chase lifecycle.
• Working knowledge of risk adjustment and HEDIS retrieval workflows.
• Strong working knowledge of HIPAA, PHI handling, and release-of-information requirements.
• Proven track record of meeting or exceeding production, retrieval rate, and quality targets.
• Experience with EMR/EHR systems.
• Proficiency in Excel and comfort working within chase or case management systems.
• Experience managing provider-facing communication, including resolving access or outreach escalations.

Preferred Education Background:

• Graduate Degree; Bachelor's degree in any discipline.
• Prior experience in US healthcare BPO, HIM, or revenue cycle processes.
• Direct experience supporting Medicare Advantage or ACA health plan retrieval programs.
• Prior experience formally training or onboarding new hires in a call center or retrieval operations setting.

Skills and Competencies:

• Strong leadership, coaching, and team management skills.
• Strong analytical ability to interpret production, retrieval rate, aging, quality, and attrition data.
• Ability to handle difficult provider conversations and resolve complex retrieval escalations.
• Excellent verbal and written communication skills.
• Strong process-improvement mindset.
• Ability to manage multiple retrieval projects and adapt to shifting priorities and deadlines.
• Familiarity with chart tracking tools; willingness to work US shift hours.
• Ability to drive employee engagement and retention through proactive people management.