Manager, Operations - Medical Record Retrieval (Remote)

Essential Job Functions

• Organize, lead, and participate, as needed, in client meetings to ensure existing programs and services meet and/or exceed customer expectations.
• Lead a team of functional release of information specialists to achieve goals and objectives quickly, efficiently and profitably.
• Possess strong leadership skills through delegation of tasks, making sound decisions quickly while maintaining a focus on the results expected and in the development of the individuals in the organization.
• Work with other regional counterparts to ensure standardization of optimal processes.
• Set parameters and guidelines to measure performance to objectives.

Employee Responsibilities

• Hire and retain talent, provide clear direction and accountability to employees, coach and mentor key employees, and maintain core values and culture, including performance management of employees.
• Daily onsite coverage, if applicable, and the arrangement for backup coverage if on PTO or OOO.
• Time and attendance schedule standards maintained and adhered to.
• Work with domestic and global partners to maintain excellent turnaround time and quality standards for release of information; also includes maintaining updated SOPs and ensuring training is completed.
• Weekly 1on1 calls with direct reports.

Client Responsibilities

• New client implementation and customized project management to meet client needs.
• Scheduling and/or attending calls and timely response communication with Client and internal Sharecare leadership including review and follow-up to daily report management.
• Prepare monthly portfolio presentations for senior leadership.
• Maintain process instructions and update as needed along with performing ongoing client specific training with associates.
• Partner with solutions and IT to troubleshoot connectivity when issues arise (known ongoing issues).
• Monitor daily tracking and respond to client concerns and questions around delivery and quality.

Financial Management

• Aid in the development of annual budgeting and fiscal planning as required.
• Review, analyze, understand, and improve daily, weekly, monthly and quarterly financial performance with respect to revenue, expenses, profits and margins.
• Continually seek new opportunities to advance Sharecare’s market presence through cultivating existing client relationships and assisting in assessing potential growth areas.

Primary Customer Service Responsibilities

• Assist in strengthening existing client relations.
• Identify opportunities for growth.
• Facilitate the development of new relations on existing accounts or new accounts.
• Heavy coordination with Client Success to ensure total customer satisfaction.

Qualifications

• Bachelor’s degree and prior experience, preferred.
• Extremely team oriented.
• High proficiency in Microsoft products required, Outlook, Word and Excel.
• Ability to work well in fast-paced, multi-tasking environment while prioritizing and meeting deadlines.
• Outstanding communication skills.
• Superior customer service with strong negotiation skills.
• Detail oriented, with strong analytical skills and effective problem-solving skills.
• Ability to handle confidential materials and information in a professional manner.
• Availability to travel as needed; could be extensive and include overnight stays.