Manager, Operations - Medical Record Retrieval (Remote)

📋 Description

• • As the Manager, Operations - Medical Record Retrieval, you will be instrumental in ensuring the seamless and professional execution of all medical record retrieval tasks, upholding the highest standards of quality and efficiency.
• • This pivotal role demands a strategic leader who can translate the company's objectives, principles, values, mission, and foundation into tangible operational success, driving both regional and company-wide cultural and operational goals.
• • Your leadership will be characterized by a strong emphasis on employee engagement and development, fostering a high-performing team environment where individuals are empowered and supported.
• • You will be responsible for optimizing operational efficiency, implementing robust long-term and short-term planning strategies, and cultivating a customer-oriented mindset across all activities.
• • A key aspect of this role involves ensuring P&L profitability through effective resource management and strategic decision-making.
• • You will collaborate closely with the Director of Operations and other senior leaders to implement and refine processes that guarantee an exemplary member experience and market-leading performance quality in medical record retrieval.
• • Organizational Leadership:
• • Set a clear and inspiring tone and vision for your operational domain, leading with compassion, respect, accountability, and a spirit of innovation.
• • Proactively organize, lead, and participate in client meetings, ensuring that existing programs and services consistently meet or exceed customer expectations.
• • Effectively lead a team of functional release of information specialists, guiding them to achieve departmental goals and objectives with speed, efficiency, and profitability.
• • Demonstrate strong leadership capabilities through effective delegation of tasks, making sound and timely decisions while maintaining a sharp focus on expected results and the professional development of your team members.
• • Collaborate with regional counterparts to ensure the standardization of optimal processes across the organization, promoting consistency and best practices.
• • Establish clear performance metrics and guidelines to effectively measure progress against objectives and identify areas for improvement.
• • Employee Responsibilities:
• • Drive talent acquisition and retention initiatives, ensuring the team is comprised of skilled and motivated individuals.
• • Provide clear direction, establish accountability, and offer consistent coaching and mentorship to key employees, reinforcing core values and maintaining a positive organizational culture.
• • Manage performance effectively, addressing areas of strength and opportunities for development.
• • Ensure daily operational coverage, arranging for backup support when you or your team members are on Paid Time Off (PTO) or Out of Office (OOO).
• • Uphold and enforce time and attendance schedule standards, ensuring adherence and addressing any discrepancies.
• • Work collaboratively with domestic and global partners to maintain excellent turnaround times and quality standards for the release of information.
• • Oversee the maintenance of updated Standard Operating Procedures (SOPs) and ensure all team members complete required training.
• • Conduct weekly one-on-one calls with direct reports to foster open communication, provide feedback, and support their professional growth.
• • Client Responsibilities:
• • Manage new client implementations, developing and executing customized project plans to meet specific client needs and expectations.
• • Schedule and/or attend client calls, ensuring timely and professional communication.
• • Respond promptly to client inquiries and internal Sharecare leadership, including the review and follow-up of daily report management.
• • Prepare comprehensive monthly portfolio presentations for senior leadership, highlighting key performance indicators and strategic insights.
• • Maintain and update process instructions as needed, and conduct ongoing client-specific training for associates.
• • Partner effectively with solutions and IT teams to troubleshoot connectivity issues when they arise, ensuring minimal disruption to service.
• • Monitor daily tracking systems and proactively respond to client concerns and questions regarding delivery timelines and service quality.
• • Financial Management:
• • Contribute to the development of annual budgeting and fiscal planning processes as required.
• • Diligently review, analyze, and understand daily, weekly, monthly, and quarterly financial performance, focusing on revenue, expenses, profits, and margins.
• • Continuously identify and pursue opportunities to expand Sharecare’s market presence by cultivating existing client relationships and assessing potential growth areas.
• • Primary Customer Service Responsibilities:
• • Actively contribute to strengthening existing client relationships through proactive engagement and exceptional service delivery.
• • Identify and capitalize on opportunities for growth within existing accounts.
• • Facilitate the development of new relationships with both existing and new clients.
• • Coordinate closely with the Client Success team to ensure total customer satisfaction and a unified approach to client management.
• • Physical Requirements:
• • Ability to maintain a seated or standing position for extended periods.
• • Possess the physical capability to lift and carry materials weighing up to 25 lbs.
• • Exhibit speaking and hearing abilities sufficient for effective and clear communication.
• • Demonstrate necessary eye-hand coordination, hearing, and visual acuity for efficient completion of daily tasks.
• • HIPAA/Compliance:
• • Strictly maintain the privacy of all patient, employee, and volunteer information, accessing it only on a need-to-know basis for legitimate business purposes.
• • Comply with all regulations pertaining to corporate integrity and security obligations.
• • Promptly report any unethical, fraudulent, or unlawful behavior or activity observed.
• • Maintain current and complete annual HIPAA certification.