Retrieval Supervisor

Job Title: Retrieval Supervisor
Department: Retrieval 
Reports To: Retrieval Supervisor
FLSA Status: Non-Exempt
Schedule:  Monday-Friday,8:00am-5:00pm
Location: On-Site 

Job Summary 

The Retrieval Supervisor oversees the day-to-day performance of the retrieval team to ensure medical record requests are processed accurately, efficiently, and in compliance with firm requirements and applicable privacy standards. This role is responsible for workflow oversight, team accountability, issue resolution, maintaining turnaround expectations, and communicating with other departments as needed to keep cases moving.

Key Responsibilities

Retrieval Operations

• Supervise the daily work of retrieval staff handling medical record requests.
• Monitor request progress, follow-up activity, provider communication, and completion timelines.
• Ensure retrieval staff are meeting productivity, quality, and turnaround expectations.
• Train, coach, and support team members on retrieval processes, firm requirements, and best practices.
• Assist with escalated provider issues, delayed requests, and complex retrieval matters.
• Coordinate with review, claimant support, leadership, firms, and other departments as needed to keep cases moving efficiently.
• Track team performance, identify workflow improvements, and help ensure work is prioritized appropriately across the department.

Team Development & Documentation

Support staff development by identifying training needs, reinforcing performance expectations, and helping team members grow in skill, consistency, and accountability.

• Help maintain accurate status updates, notes, and documentation in internal systems.
• Collaborate with leadership to address service issues, staffing needs, process bottlenecks, and the ability to delegate support to other areas during periods of heavy volume.
• Help manage professional relationships with outside vendors and provider offices to support timely retrieval, issue resolution, and service continuity.
• Ensure team compliance with HIPAA, confidentiality requirements, firm-specific expectations, and company procedures.

Qualifications

Required

• Experience in medical record retrieval, healthcare operations, legal support, or a similar administrative workflow environment.
• Prior lead or supervisory experience preferred.
• Strong organizational and time management skills.
• Ability to manage deadlines and high-volume work.
• Strong communication and problem-solving ability.
• Familiarity with provider follow-up processes and records request documentation.
• Knowledge of HIPAA and confidentiality standards.

Preferred

• Ability to communicate effectively with internal departments, firms, and providers.
• Experience preparing updates, feedback, or performance reporting for leadership.

What Success Looks Like

• In the first 90 days, a successful Retrieval Supervisor will have:
• The retrieval team stays organized and productive.
• Requests move efficiently with fewer delays.
• Staff receive clear direction and accountability.
• Firms receive timely and accurate service.
• Communication with other departments is clear, responsive, and effective.