Sharecare

Oversee medical records retrieval operations, lead specialists, manage client relationships, and improve quality, efficiency, and profitability. | Requires a bachelor's degree, relevant fast-paced operations experience, strong leadership and analytical skills, Microsoft Office proficiency, and HIPAA knowledge. | Job Description: Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. 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.

Oversee remote operations teams, manage turnaround times and backlogs, lead onboarding and training, and improve processes and team culture. | Requires a bachelor's degree, at least five years of medical records experience, one year of management experience, CRIS certification, and proficiency with Microsoft Suite, Visio, CRM, Power BI, and Workday. | Job Description: Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com. Job Summary: The Quality Support Manager will oversee Leads and Specialists working in all three remote Central Operations queues. In partnership with peer managers, this role ensures turnaround times and backlogs consistently meet or exceed targets. The Quality Support Manager is responsible for supporting field operations and cross-functional partners to drive exceptional client satisfaction. This role supports the needs of partner teams, provides education when those needs cannot be met, and collaborates to identify appropriate compromises. The Quality Support Manager is responsible for the internal development, coordination, implementation, evaluation, and overall success of these teams. Essential Job Functions: Work with teams, peers, and leaders to maintain target turnaround times across all Central Operations queues. Provide support, decision making and handling of urgent and escalated production and technical issues. Manage onboarding process, participate in general orientation, and ensure ongoing training execution of all new hires. Track individual and team performance utilizing the established tools/reporting and provide visibility to the team. Ensure direct reports have a clear understanding of performance expectations and results through ongoing coaching conversations, regular check-ins and documented feedback that supports accountability and development. Take proactive steps to address challenges impacting performance, partnering with leadership and HR as needed to support successful outcomes. Work with colleagues to identify development opportunities specific to each individual need and provide support/feedback for progression and succession planning. Regularly review and update processes/documentation to identify reference gaps or outdated guidance. Consistently assess and work to improve operational excellence processes, practices, and documentation. Identify process opportunities, objectively find quantifiable root causes and documentation, develop solutions, and review/update process regularly to consistently work toward continuous improvement. Strategically drive a culture that is engaging and collaborative with all Sharecare colleagues. Be a positive motivating influence for all employees; mentoring the behaviors established in Sharecare’s core competencies. Carry out responsibilities in accordance with policies and procedures, including HIPAA, state/federal regulations related to operations and labor regulations. Specific Skills/Attributes: Demonstrated active listening and effective communication skills. Strong emotional intelligence skills with ability to navigate challenging conversations. Strong interpersonal skills with a focus on empathy, professionalism, courtesy, and patience. Ability to coach, develop, and provide constructive feedback. Ability to build trust and maintain positive working relationships across teams and functions. Ability to respond thoughtfully in challenging or high-pressure situations. Qualifications: Bachelor’s degree or equivalent work experience required. Minimum 5 years’ Medical Records experience preferred. Minimum 1 year management experience or 2 years lead experience preferred. Minimum 2 years training experience. Experience with management applications such as the Microsoft Suite of applications, Visio, CRM, Power BI, and Workday. CRIS certification required. 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.

Oversee global partner engagement and SLA adherence while improving workflows, coordinating technical events, and supporting digital transformation. | Requires a bachelor's degree, at least five years of medical records experience, one year of management experience, CRIS certification, and proficiency with Microsoft Suite, CRM, and data reporting tools. | 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 Global Central Operations ensures objectives, principles, values, mission and foundation are represented with Global partners. The position also supports Global operational activities that are focused on the achievement of company-wide operational goals. The role emphasizes Global partner engagement, relationship development, work quality, operational efficiency, long and short-term planning, and customer-oriented thinking. Through strong partnerships with Sharecare departments and global partners, the Manager of Global Central Operations drives market-leading performance quality and continuous operational excellence. Essential Job Functions: Provide support to Global partners’ leadership teams and global trainers to ensure they become SMEs. Deliver feedback and provide direction to Global partners. Ensure accountability and support of Global partners in meeting their SLAs. Communicate essential updates to internal initiatives, procedures, and policies. Support necessary documentation buildout, updates, and organization. Work closely with onshore Central Operations leadership team to ensure all workflows for global DC/QC teams align with internal SOPs, processes and procedures. Ensure adoption of and accountability of change management initiatives and ongoing oversight of implemented policies and processes for the Global team. Respond to escalated client/requester/interdepartmental issues. Support the Director of Central Operations, Director of Provider Global Operations and Senior Director of Vendor Strategy and Performance to establish SLAs, monthly production targets, OT parameters, and workforce management responsibilities. Meet regularly with Global partners and internal Global leaders to review team performance. Work with internal Central Ops leaders & Global QC/DC leadership teams to identify, analyze, and problem solve any areas of opportunity related to operational excellence and continuous improvement. Ensure Global partners have adequate access to essential applications/reporting necessary to their role and termination of access for Global contractors is executed upon departure. Support technical events that occur. Work with internal technology teams to support in the build-out and updates of necessary data/digital initiatives driven by the Director of Central Operations. Partner with internal and Global stakeholders to support automation, digital transformation and process improvement initiatives that enhance operational efficiency, quality and business performance. Provide support to internal Central Operations team during periods of reduced capacity to ensure all managerial responsibilities are executed consistently across all Central Operations teams. Continually seek new opportunities to advance Sharecare’s transition plan and achieve expected transition milestones and targets. Carry out responsibilities in accordance with policies and procedures, including HIPAA, state/federal regulations related to operations and labor regulations. Specific Skills/Attributes: Extremely team-oriented. Ability to work well in fast-paced, multi-tasking environment while prioritizing and meeting deadlines. Superior communication/documentation 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. Consistent proactiveness. Ability to navigate ambiguous situations or pivot to meet the shifting needs of the business. Shares information transparently while maintaining a professional demeanor. Model Core competencies to all Sharecare colleagues and partners. Strong presentation skills. Qualifications: Bachelor’s degree or equivalent work experience required. Minimum 5 years’ Medical Records experience preferred. Minimum of 1 year management experience or 2 years lead experience preferred. Experience with management applications such as the Microsoft Suite of applications, Visio, CRM, Power BI, and Workday. CRIS certification required. 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.

Manage global operational activities, partner engagement, and performance quality to ensure exemplary member experience and market-leading results. | 7-10 years management experience, strong communication and analytical skills, proficiency in Microsoft Office and Power BI, and ability to manage global partners and operations. | 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 Global Operations has an overall responsibility for ensuring their required tasks are performed in a consistent, timely, and highly professional manner. The Manager of Global Operations ensures objectives, principles, values, mission and foundation are represented with Global partners.The position also supports global operational activities that are focused on the achievement of company-wide operational goals. The Manager of Global Operations will do so with an emphasis on global partner engagement, relationship development, work quality, operational efficiency, long and short-term planning, customer-oriented thinking and P&L profitability. The Manager of Global Operations will work closely with the Director of Provider Global Operations, the Director of Automation and Globalization and other leaders to implement processes that will ensure exemplary member experience and market-leading performance quality. Essential Job Functions: Global Account Management Support • Support Sales and Customer Service activities directed at new Clients/Prospects with RFP responses and internal/external meetings • Support the identification and transition of existing Onshore clients to Global clients • Support daily/weekly/monthly/quarterly Client Review calls with feedback and direction for Global Partners Global Operational Support • Respond to and resolve escalated Client/Requester issues • Support Inventory Management initiatives • Partner with Director Provider Global Ops to create and manage goals relating to Productivity and Quality for Global Partners • Quality Control - Perform Analysis and Administer Actions Plans and Training. • Queue Management - Perform Analysis and Administer Corrective Actions/Training • Provide Training Support to Global Partners both in country and virtually • Analysis of endangered accounts and creation of action plans to address problems/account feedback • Chase Activities • Monitor, manage and establish new additions • Communicate effectively to all CHASE team members • Complete Chase Activities ahead of Deadlines. • Ensure Global Partners have adequate Credentials to match inventory and production plans. If not adequate, work to resolve with client, CS, Ops teams • Support Technical events that occur. • Manage and Support SOP Documentation for all Global Accounts Organizational Leadership • Model Sharecare's core values of Family, Servant Leadership, Giving Back, Compassion, Respect, Accountability and Innovation to Global Partners • Operate within the Global Team to achieve goals and objectives quickly, efficiently and profitably • Possess strong communication and training skills to deliver feedback and direction on how to improve Global operations • Communicate essential updates to internal and external stakeholders • Collect and assess documentation required to successfully transition regional operations activities to global according to deadlines set forth by Director of Provider Global Operations • Measure global performance to objectives established by Director of Provider Global Operations Financial Management • Continually seek new opportunities to advance Sharecare's transition plan and achieve expected transition milestones and targets • Assist Global Partner in meeting their KPI's for Productivity and Quality to lower overall Sharecare costs Customer Service • Assist in building and strengthening global partnerships • Coordinate with Operations and Client Success Manager(s) to onboard new clients and transition exiting clients to global production Specific Skills/Attributes: • A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization's data and information • Commitment to discuss questions and recommendations about global processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided • Participation in education as required for corporate compliance and role-specific functions and tasks Qualifications: • Minimum of 7-10 years proven success in manager or director level role • Extremely team oriented • High proficiency in Microsoft suite of products Outlook, Word, Powerpoint and Excel including development of pivot tables to analyze data • Effectively utilizes Power BI reports to manage Global partners • Ability to work well in a 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 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.