Manager, Operations - Medical Record Retrieval (Remote)

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 SummaryThe 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 FunctionsOrganizational LeadershipSet the tone and vision for the respective, leading with compassion, respect, accountability and innovationOrganize, 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 profitablyPossess 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 organizationWork with other regional counterparts to ensure standardization of optimal processesSet parameters and guidelines to measure performance to objectivesEmployee responsibilitiesHire 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 employeesDaily onsite coverage, if applicable, and the arrangement for backup coverage if on PTO or OOOTime and attendance schedule standards maintained and adhered toWork 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 completedWeekly 1on1 calls with direct reportsClient ResponsibilitiesNew client implementation and customized project management to meet client needsScheduling and/or attending calls and timely response communication with Client and internal Sharecare leadership including review and follow-up to daily report managementPrepare monthly portfolio presentations for senior leadershipMaintain process instructions and update as needed along with performing ongoing client specific training with associatesPartner 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 qualityFinancial ManagementAssist in the development of annual budgeting and fiscal planning as requiredReview, analyze, understand, and improve daily, weekly, monthly and quarterly financial performance with respect to revenue, expenses, profits and marginsContinually seek new opportunities to advance Sharecare's market presence through cultivating existing client relationships and assisting in assessing potential growth areasPrimary Customer Service ResponsibilitiesAssist in strengthening existing client relationsIdentify opportunities for growthFacilitate the development of new relations on existing accounts or new accountsHeavy coordination with Client Success to ensure total customer satisfactionPhysical RequirementsAbility to sit or stand for long periods of timePhysical ability to lift and carry 25 lbs. of materialsSpeaking and hearing ability sufficient to effectively communicateEye/hand coordination, hearing and visual acuity necessary for day-to-day tasksHIPAA/ComplianceMaintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposesComply with all regulations regarding corporate integrity and security obligationsReport unethical, fraudulent or unlawful behavior or activityMaintain current and annual HIPAA certificationQualificationsBachelor's degree and prior experience, preferredExtremely team orientedHigh proficiency in Microsoft products required, Outlook, Word and ExcelAbility to work well in fast-paced, multi-tasking environment while prioritizing and meeting deadlinesSuperior communication skillsOutstanding customer service with strong negotiation skillsDetail oriented, with strong analytical skills and effective problem-solving skillsAbility to handle confidential materials and information in a professional mannerAvailability to travel as needed; could be extensive and include overnight staysSharecare 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.J-18808-Ljbffr