[Hiring] Manager of Retrieval Operations @Reveleer

Role Description

The Retrieval Manager leads day-to-day execution of Reveleer's retrieval program for one of Reveleer's largest and highest-visibility customer launches, covering approximately 500,000 chases beginning with the October 2026 go-live. This role involves:

• Retrieval workflow, following standard processes/procedures/best practices.
• Throughput, retrieval rate and pend performance, and AID-level escalation management for the book of business.
• Directing a blended retrieval model that pairs Reveleer's AI-enabled voice agents with human Patient Support Representatives.
• Owning the staffing and capacity plans that keep both in balance against weekly chase volume.
• Managing customer communication regarding performance, action plans, and customer requirements.

Qualifications

• 5+ years of experience in healthcare operations, chart retrieval, risk adjustment, or HEDIS/quality program management.
• 2+ years of experience directly managing a team of individual contributors, including performance management and coaching.
• Experience managing large-scale, high-volume retrieval or outreach programs against defined SLAs.
• Working knowledge of risk adjustment and HEDIS retrieval workflows, including chase, AID, and pend code concepts.
• Comfort working with AI-enabled or automated outreach tools, including monitoring performance and identifying tuning opportunities.
• Strong analytical skills, including proficiency in Excel; experience with Python or SQL for data analysis is a plus.
• Demonstrated ability to build and maintain staffing and capacity forecasting models.
• Excellent written and verbal communication skills, with experience presenting performance data to customers or senior leadership.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Requirements

• Oversee day-to-day performance of the platform voice agents supporting retrieval outreach.
• Monitor agent-to-human conversion and outcome metrics, and flag tuning opportunities that improve retrieval yield or reduce provider abrasion.
• Maintain the PSR staffing model and capacity forecast, adjusting for chase volume, seasonality, and agent-enabled throughput gains.
• Partner with the India retrieval team to align onshore and offshore capacity against weekly chase intake.
• Recommend staffing changes ahead of volume shifts to stay within SLA without over- or under-staffing.
• Serve as the day-to-day operational point of contact for the retrieval relationship.
• Coordinate with Customer Support on provider- and member-facing escalations tied to retrieval outreach.
• Produce and maintain the Chase Status Underlying Report analysis, tracking retrieval percentage, pend rates, and escalation lists.
• Build weekly and monthly scorecards summarizing program health for Reveleer and customer leadership.
• Lead root-cause analysis on retrieval shortfalls, provider access issues, or agent performance gaps.
• Establish escalation paths between Retrieval Services, Clinical Operations, and Engineering for production issues affecting chase completion.
• Identify opportunities to expand AI agent-enabled retrieval to additional chase types or provider segments within the program.
• Document and refine standard operating procedures for the blended agent and PSR retrieval model.

Benefits

• Competitive salary
• Medical, Dental and Vision benefits
• 401k with Employer Match
• Generous PTO plan