Operations Manager - Medical Records Retrieval

About the role

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 Manager of Operations, Medical Record Retrieval ensures all required tasks are performed consistently, timely, and professionally. This role focuses on employee engagement, work quality, operational efficiency, planning, customer-oriented thinking, and P&L profitability. The position is on-site at New York–Presbyterian Hospital in Midtown, with occasional travel to the Queens clinic.

Responsibilities

• Organizational Leadership
  • Set the tone and vision for the team, leading with compassion, respect, accountability, and innovation.
  • Organize, lead, and participate in client meetings to ensure programs and services meet or exceed expectations.
  • Lead a team of release-of-information specialists to achieve goals efficiently and profitably.
  • Demonstrate strong leadership through delegation, decision-making, and employee development.
  • Work with regional counterparts to standardize optimal processes and measure performance.
• Employee Responsibilities
  • Hire and retain talent, provide direction, and maintain core values and culture.
  • Ensure daily onsite coverage and arrange backup during PTO or absence.
  • Maintain time and attendance standards.
  • Collaborate with domestic and global partners to uphold turnaround time and quality standards for release of information, including SOPs and training.
  • Conduct weekly 1:1 calls with direct reports.
• Client Responsibilities
  • Manage new client implementation and customized project management.
  • Schedule and attend client calls, ensuring timely communication with Sharecare leadership.
  • Prepare monthly portfolio presentations for senior leadership.
  • Maintain and update process instructions and perform client-specific training.
  • Partner with solutions and IT to troubleshoot connectivity issues.
  • Monitor daily tracking and address client concerns about delivery and quality.
• Financial Management
  • Assist in annual budgeting and fiscal planning.
  • Review, analyze, and improve financial performance regarding revenue, expenses, profits, and margins.
  • Seek opportunities to advance Sharecare’s market presence through client relationships and growth areas.
• Customer Service
  • Strengthen existing client relations and identify growth opportunities.
  • Facilitate new relations on existing or new accounts.
  • Coordinate with Client Success to ensure customer satisfaction.
• HIPAA/Compliance
  • Maintain privacy of patient, employee, and volunteer information.
  • Comply with corporate integrity and security regulations.
  • Report unethical, fraudulent, or unlawful behavior.
  • Maintain current and annual HIPAA certification.

Requirements

• Bachelor’s degree (preferred).
• Extremely team-oriented.
• High proficiency in Microsoft Outlook, Word, and Excel.
• Ability to work in a fast-paced, multitasking environment while meeting deadlines.
• Superior communication and negotiation skills.
• Detail-oriented with strong analytical and problem-solving skills.
• Ability to handle confidential materials professionally.
• Availability for travel, which may include overnight stays.

Physical Requirements

• Ability to sit or stand for long periods.
• Physical ability to lift and carry 25 lbs. of materials.
• Sufficient speaking, hearing, and visual acuity for effective communication and day-to-day tasks.

Pay

Salary range: $85,000–$110,000 depending on experience.