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.
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