Manager, Central Operations Quality Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise Leads and Specialists across all three remote Central Operations queues

• Ensure target turnaround times are met throughout all Central Operations queues

• Offer support, make decisions, and manage urgent production and technical issues

• Handle onboarding, engage in general orientation, and ensure the ongoing training of new hires

• Monitor individual and team performance through established tools and reporting

• Provide coaching, conduct regular check-ins, and deliver documented feedback to foster accountability and growth

• Collaborate with leadership and HR to address performance challenges

• Identify development opportunities and assist in progression and succession planning

• Review and refresh processes and documentation to pinpoint reference gaps or outdated guidance

• Enhance operational excellence through improved processes, practices, and documentation

• Identify process improvement opportunities, assess quantifiable root causes, devise solutions, and review processes for continuous enhancement

• Foster an engaging and collaborative culture at Sharecare

• Mentor behaviors aligned with Sharecare's core competencies

• Support field operations and cross-functional teams to ensure exceptional client satisfaction

• Provide education when partner-team needs are unmet and collaborate on suitable compromises

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience is mandatory

• At least 5 years of experience in Medical Records is preferred

• A minimum of 1 year of management experience or 2 years of lead experience is preferred

• At least 2 years of training experience is required

• Proficiency with management applications such as the Microsoft Suite, Visio, CRM, Power BI, and Workday

• CRIS certification is mandatory

• Proven active listening and strong communication skills are essential

• Excellent emotional intelligence with the ability to handle challenging conversations

• Strong interpersonal abilities with an emphasis on empathy, professionalism, courtesy, and patience

• Capacity to coach, develop, and provide constructive feedback

• Ability to build trust and maintain positive working relationships across teams and functions

• Capability to respond thoughtfully in challenging or high-pressure situations

• Competence to perform duties in accordance with policies and procedures, including HIPAA and state/federal regulations related to operations and labor regulations

🏝️ Benefits

• Comprehensive health and wellness benefits

• Opportunities for professional development and training

• Flexible work arrangements to promote work-life balance

• A collaborative and supportive team environment