Operations Manager - Medical Records Retrieval (Remote)

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone.

Responsibilities

• Organizational Leadership
  • Set the tone and vision for the respective team, leading with compassion, respect, accountability, and innovation
  • Organize, lead, and participate 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 expected results and employee development
  • 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 arrange backup coverage during PTO or out-of-office periods
  • Maintain and adhere to time and attendance schedule standards
  • Work with domestic and global partners to maintain excellent turnaround time and quality standards for release of information; includes maintaining updated SOPs and ensuring training is completed
  • Conduct weekly one-on-one calls with direct reports
• Client Responsibilities
  • New client implementation and customized project management to meet client needs
  • Schedule and/or attend calls and ensure timely communication with clients and internal Sharecare leadership, including review and follow-up of daily report management
  • Prepare monthly portfolio presentations for senior leadership
  • Maintain process instructions, update as needed, and perform ongoing client-specific training with associates
  • Partner with solutions and IT to troubleshoot connectivity issues
  • Monitor daily tracking and respond to client concerns and questions regarding delivery and quality
• Financial Management
  • Assist in the development of annual budgeting and fiscal planning as required
  • Review, analyze, and improve daily, weekly, monthly, and quarterly financial performance with respect to revenue, expenses, profits, and margins
  • Seek new opportunities to advance Sharecare’s market presence through cultivating existing client relationships and 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
  • Coordinate heavily with Client Success to ensure total customer satisfaction
• HIPAA/Compliance
  • Maintain privacy of all patient, employee, and volunteer information and access such information only on a need-to-know basis for business purposes
  • Comply with all regulations regarding corporate integrity and security obligations
  • Report unethical, fraudulent, or unlawful behavior or activity
  • Maintain current and annual HIPAA certification

Requirements

• 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 a fast-paced, multi-tasking environment while prioritizing and meeting deadlines
• Superior communication skills
• Outstanding customer service with strong negotiation skills
• Detail-oriented, with strong analytical skills and effective problem-solving abilities
• Ability to handle confidential materials and information in a professional manner
• Availability to travel as needed; could be extensive and include overnight stays

Physical Requirements

• Ability to sit or stand for long periods of time
• Physical ability to lift and carry 25 lbs. of materials
• Speaking and hearing ability sufficient to effectively communicate
• Eye/hand coordination, hearing, and visual acuity necessary for day-to-day tasks