Operations Manager – Medical Records Retrieval
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Job Description
Operations Manager leading medical-record retrieval teams for Sharecare’s digital health platform. Managing clients, quality, staffing, financial performance, and operational improvement.
Responsibilities:
- Ensure required medical-record-retrieval tasks are performed consistently, timely, and professionally
- Organize operational activities around regional and company-wide cultural and operational goals
- Lead a team of release-of-information specialists to achieve operational and profitability goals
- Set performance parameters and guidelines
- Hire and retain talent; provide direction, accountability, coaching, mentoring, and performance management
- Maintain coverage arrangements and time-and-attendance standards
- Partner with domestic and global teams to maintain turnaround-time and quality standards
- Maintain SOPs and ensure training completion
- Lead client implementations and customized project management
- Coordinate client and internal leadership communications, reports, presentations, and follow-up
- Maintain process instructions and conduct client-specific associate training
- Partner with Solutions and IT to troubleshoot connectivity issues
- Review and improve financial performance, revenue, expenses, profits, and margins
- Strengthen client relations, identify growth opportunities, and support customer satisfaction
- Work with the Director of Operations and other leaders to implement processes supporting member experience and performance quality
Requirements:
- Bachelor’s degree and prior experience preferred
- Extremely team oriented
- High proficiency in Microsoft products, including Outlook, Word, and Excel, required
- Ability to work in a fast-paced, multitasking environment while prioritizing and meeting deadlines
- Superior communication skills
- Outstanding customer service and strong negotiation skills
- Detail-oriented with strong analytical and problem-solving skills
- Ability to handle confidential materials and information professionally
- Availability to travel as needed, potentially extensively and including overnight stays
- Ability to sit or stand for long periods
- Physical ability to lift and carry 25 lbs. of materials
- Speaking and hearing ability sufficient to communicate effectively
- Eye/hand coordination, hearing, and visual acuity necessary for day-to-day tasks
- Maintain patient, employee, and volunteer privacy and access information only on a need-to-know basis
- Comply with corporate integrity and security regulations
- Report unethical, fraudulent, or unlawful behavior
- Maintain current and annual HIPAA certification
Benefits:
- Employee engagement and development
- Coaching and mentoring
- HIPAA certification maintenance
- Travel availability/support as needed
- Equal opportunity employment
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