Manager, Operations - Medical Record Retrieval (Remote)
Sharecare · United States
- Hybrid
- Full-time
- $100,000 / year
- United States
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Job highlights
- Lead medical record retrieval operations for Sharecare.
- Manage and develop a team of specialists.
- Ensure client satisfaction and operational efficiency.
- Oversee financial performance and strategic planning.
- Maintain HIPAA compliance and high-quality standards.
About the role
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.
Key skills/competency
- Operations Management
- Medical Record Retrieval
- Team Leadership
- Client Relationship Management
- Financial Acumen
- Process Improvement
- Healthcare Operations
- Customer Service
- HIPAA Compliance
- Talent Management
Skills & topics
- Operations Manager
- Medical Record Retrieval
- Healthcare Operations
- Team Leadership
- Client Management
- Process Improvement
- HIPAA Compliance
- Remote Work
- Sharecare
- Operations Management
How to get hired
- Tailor your resume: Highlight operations management and healthcare experience, emphasizing leadership, client relations, and process improvement skills. Use keywords from the job description, such as 'medical record retrieval,' 'HIPAA compliance,' and 'team leadership.'
- Craft a compelling cover letter: Express your passion for Sharecare's mission and detail how your operational expertise can drive efficiency and client satisfaction in the healthcare sector.
- Prepare for interviews: Be ready to discuss your leadership style, experience managing teams, handling client escalations, and ensuring operational and financial success. Showcase your analytical and problem-solving abilities with specific examples.
- Research Sharecare: Understand their digital healthcare solutions, company values, and commitment to improving care quality. This demonstrates genuine interest and helps you align your answers with their culture.
Technical preparation
Master Microsoft Office Suite: Excel, Word, Outlook.,Familiarize with healthcare record management systems.,Review HIPAA regulations and best practices.,Practice data analysis for operational reporting.
Behavioral questions
Describe a time you led a team through change.,How do you handle difficult client negotiations?,Share an example of improving operational efficiency.,How do you ensure team compliance with regulations?
Frequently asked questions
- What are the key responsibilities of an Operations Manager at Sharecare?
- The Operations Manager, Medical Record Retrieval at Sharecare is responsible for overseeing all aspects of the medical record retrieval process. This includes leading a team of specialists, ensuring timely and high-quality service delivery, managing client relationships, contributing to financial planning and P&L profitability, and upholding HIPAA compliance. The role also involves employee development and strategic operational planning to meet company goals.
- What qualifications are preferred for the Operations Manager role at Sharecare?
- Sharecare prefers candidates with a Bachelor’s degree and prior relevant experience. Essential qualifications include strong leadership skills, high proficiency in Microsoft Office Suite (Outlook, Word, Excel), excellent communication and customer service skills, a detail-oriented approach with strong analytical and problem-solving abilities, and the capacity to handle confidential information professionally. Team orientation and the ability to work in a fast-paced, multi-tasking environment are also crucial.
- Is this a remote position, and what are the location requirements?
- Yes, this position is listed as remote. While the role is remote, there may be requirements for occasional travel, which could be extensive and include overnight stays, as mentioned in the job description. Further details on specific geographic requirements for remote work would typically be clarified during the application process.
- How does Sharecare approach employee engagement and development in this role?
- Sharecare emphasizes employee engagement and development for the Operations Manager. This includes hiring and retaining talent, providing clear direction, coaching and mentoring key employees, maintaining core values and culture, and conducting weekly one-on-one calls with direct reports. The goal is to foster a supportive environment that encourages growth and high performance.
- What is the importance of HIPAA compliance for this Operations Manager position?
- HIPAA compliance is critical for this role, as it involves managing sensitive patient information. The Operations Manager must ensure the privacy of all patient data, access information only on a need-to-know basis, comply with all regulations regarding corporate integrity and security, and report any unethical or unlawful activity. Maintaining current HIPAA certification is also a requirement.
- How does the Operations Manager contribute to financial performance at Sharecare?