On-Site ROI Specialist - Newport News, VA

About the Company

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform—including benefits navigation, care management, home care resources, and health information management—Sharecare helps people manage their healthcare efficiently and improve their well-being. The company serves health plan sponsors, health systems, physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale.

About the Role

This position is responsible for processing all release of information (ROI) requests in a timely, efficient, and accurate manner while delivering exceptional customer service. The Associate must safeguard patient privacy at all times by ensuring that only authorized individuals access medical records, and that all information is released in accordance with the request, applicable authorization, company policies, and HIPAA regulations. This role is fully on-site within a hospital facility in Newport News, VA.

Responsibilities

• Handles ROI requests by retrieving and returning patient medical charts and accurately scanning records in accordance with established procedures, quality standards, and productivity guidelines.
• Validates requests and authorizations for medical record release based on company policy and legal guidelines.
• Performs quality checks to ensure accuracy, confidentiality, and correct billing of all released records.
• Maintains equipment in excellent working condition.
• Delivers outstanding customer service by being attentive, respectful, and responsive to client needs, proactively identifying and resolving concerns.
• Handles incoming requests via mail, telephone, facsimile, online submission tools, or email depending on client needs.
• Maintains a clean, professional appearance and complies with the company dress code.
• Maintains a clean and orderly work area, ensuring records and files are properly stored before leaving.
• Stays up-to-date with applicable state laws and fee structures.
• Works within assigned scope and is flexible in accepting additional assignments or account coverage to prevent backlogs.
• Complies with client/site policies and procedures, including HIPAA, state and federal regulations, and labor laws.
• Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release.
• Orders paper records from storage vendors, scans them upon arrival, and ensures timely return to the storage company.

Requirements

• High school diploma or GED required.
• Minimum of 2 years’ experience in a medical records department or similar setting preferred.
• Proficiency in Microsoft Office applications.
• Ability to use fax, copier, and scanning machines.
• Strong documentation, communication, and customer service skills.
• Self-motivated, dependable, and able to work independently or as part of a team.
• Proven ability to maintain productivity, utilization, and quality performance standards.
• Must be local to Newport News, VA.

Physical Requirements

• Ability to sit or stand for extended periods of time.
• Physical capacity to lift and carry 25 lbs.
• Manual dexterity sufficient for long periods of typing, writing, and handling documents.
• Visual acuity to read documents and use a computer monitor.
• Clear speaking and hearing ability for communication.
• Adequate hand-eye coordination and sensory abilities for job-related tasks.

Information Governance & Compliance

• Understand the organization’s information governance program and associated responsibilities.
• Participate in compliance education and role-specific training.
• Maintain the confidentiality of patient and client information.
• Comply with HIPAA standards and all relevant corporate integrity and security obligations.
• Report unethical, fraudulent, or illegal behavior.
• Maintain current HIPAA certification annually.