[Hiring] Manager, Operations - Medical Record Retrieval @Sharecare

Role Description

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 Operations ensures objectives, principles, 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, with an emphasis on:

• Employee engagement and development
• Work quality
• Operational efficiency
• Long and short-term planning
• Customer-oriented thinking
• 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.

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

Requirements

• Set the tone and vision for the respective team, leading with compassion, respect, accountability, and innovation
• Organize, lead, and participate 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 expected results and individual development
• Work with other regional counterparts to ensure standardization of optimal processes
• Set parameters and guidelines to measure performance against objectives
• 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 arrange for backup coverage if on PTO or OOO
• Maintain time and attendance schedule standards
• Work with domestic and global partners to maintain excellent turnaround time and quality standards for release of information
• Conduct weekly 1-on-1 calls with direct reports
• New client implementation and customized project management to meet client needs
• Schedule and/or attend calls and respond timely to communication with clients and internal Sharecare leadership
• 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
• Monitor daily tracking and respond to client concerns and questions around delivery and quality
• Assist in the development of annual budgeting and fiscal planning as required
• Review, analyze, understand, and improve financial performance with respect to revenue, expenses, profits, and margins
• Seek new opportunities to advance Sharecare’s market presence through cultivating existing client relationships and assessing potential growth areas
• Assist in strengthening existing client relations and identify opportunities for growth
• Facilitate the development of new relations on existing accounts or new accounts
• Coordinate with Client Success to ensure total customer satisfaction

Company 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, Sharecare helps people easily and efficiently manage their healthcare and improve their well-being.