Lead ROI Medical Records Specialist - Remote (After Hours - Day Shift)

Sharecare, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Process all release of information (ROI) requests in a timely, efficient, and accurate manner while delivering exceptional customer service.
• Safeguard patient privacy at all times by ensuring that only authorized individuals access medical records, and that all information is released in accordance with the request, applicable authorization, company policies, and HIPAA regulations.
• Provide support to team members and management by serving as a subject matter expert, trainer, and escalation point.
• Ensure high-quality output and operational consistency by mentoring colleagues, assisting with work assignments, and monitoring quality and productivity metrics.
• Process ROI requests from facilities timely, accurately, and in accordance with established procedures and quality standards.
• Validate requests and authorizations for medical record releases based on company policy and legal guidelines.
• Perform quality checks to ensure accuracy, confidentiality, and correct billing of all released records.
• Maintain equipment in excellent working condition.
• Deliver outstanding customer service by being attentive, respectful, and responsive to client needs proactively identifying and resolving concerns.
• Maintain a clean, professional appearance and comply with the company dress code.
• Maintain up-to-date knowledge of applicable state laws and fee structures.
• Work within assigned scope and be flexible in accepting additional assignments or account coverage during backlogs.
• Comply with client site policies and procedures, including HIPAA, state/federal regulations, and labor laws.
• Handle confidential information with integrity and professionalism while ensuring efficient, accurate record release.
• Provide onboarding and training services for new employees.
• Support customer service by managing escalations and resolving issues.
• Communicate regularly with supervisors and managers regarding quality, client concerns, or system issues.
• Assist with administrative tasks such as queue management and work assignments.
• Produce reports and metrics as requested.

🎯 Requirements

• High School Diploma (GED) required; degree preferred
• Minimum 3 years' ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experience required
• Advanced knowledge of multiple EMR platforms and ROI request types
• Strong organizational and multitasking skills essential
• Proficiency in Microsoft Office applications
• Strong documentation, communication, and customer service skills
• Demonstrated ability to manage time effectively and meet task deadlines
• Willingness to learn programs and processes quickly
• Self-motivated, dependable, and able to work independently or as part of a team
• Proven ability to maintain productivity, utilization, and quality performance standards
• Strong interpersonal and problem-solving skills
• Serve as the Subject Matter Expert (SME) for assigned customer accounts, demonstrating strong skills in documentation, communication, and organization
• Demonstrates strong leadership abilities
• Ability to assist with onboarding and training of new employees
• Ability to monitor production, utilization, and quality of employees
• Ability to assist with adhering to customer SLAs, including turnaround time (TAT)

🏖️ Benefits

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Skills & Technologies

Senior

Remote

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Sharecare, Inc.

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About Sharecare, Inc.

Sharecare, Inc. is a digital health company that provides a platform connecting consumers, patients, and healthcare providers. It offers tools for health assessments, condition management, care coordination, and wellness programs. The company integrates data from electronic health records, wearable devices, and user inputs to deliver personalized health insights and recommendations. Sharecare serves individuals, employers, health plans, and health systems through mobile and web applications. Founded in 2010, it is headquartered in Atlanta, Georgia.

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