Team Lead – Record Retrieval Specialist

U.S. Legal Support, Inc.; Portland, Northern (OR, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

U.S. Legal Support, Inc. seeks a Team Lead - Record Retrieval Specialist to oversee the record retrieval team’s daily operations, coach staff, and ensure timely and accurate processing of requests. You will resolve client inquiries and drive overall team performance.

You will lead by example, manage workload distribution, monitor QA, and align with company policies while supporting onboarding and development of new hires in a fast-paced, service-focused environment.

Qualifications

• 3-5 years of experience in client service, customer service, or a related field
• Prior experience in legal or medical record retrieval preferred
• Strong leadership and coaching abilities

Responsibilities

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

Skills

Leadership

Initiative

Adaptability

Analytical Thinking

Communication Skills

Problem-Solving

Tools

Microsoft Office

Adobe

File management systems

Job description

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

• 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

• 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

Why Join Us

• Collaborative, team-focused environment
• Opportunity to lead and develop high-performing teams
• Career growth within a fast-paced, service-driven organization