Manager, Operations - Medical Record Retrieval (Remote)

at Sharecare in Boise, Idaho, United States

Job Description

Job Description:

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, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com .

Job Summary:

The Manager of Operations, Medical Record Retrieval has an overall responsibility to ensure all required tasks are performed in a consistent, timely, and highly professional manner. The Manager of Operation ensures objectives, principals, values, mission and foundation are clearly stated. The position also ensures that operational activities are strategically organized and focused on achievement of regional and company-wide cultural and operational goals. The Manager of Operations will do so with an emphasis on employee engagement and development, work quality, operational efficiency, long and short-term planning, customer-oriented thinking and P&L profitability. The Manager of Operations will work closely with the Director of Operations and other leaders to implement processes that will ensure exemplary member experience and market-leading performance quality.

Essential Job Functions:

Organizational Leadership

Set the tone and vision for the respective, leading with compassion, respect, accountability and innovation

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

Assist 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

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

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

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

Superior communication skills

Outstanding 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

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.

Sharecare is an Equal Opportunity Employer and doesn’t discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.