Lead ROI Medical Records Specialist - Remote
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 .
Job Summary:
This positionis responsibleforprocessing all release of information (ROI) requests ina timely,efficientandaccuratemannerwhile delivering exceptional customer service.The Associate mustsafeguard patient privacy at all timesby ensuring that only authorized individuals access medical records, and that all information is releasedin accordance withthe request, applicable authorization, company policies, and HIPAA regulations.This role also provides support to team members and management by serving as a subject matter expert, trainer, and escalation point. The Lead plays a key role in ensuring high-quality output and operational consistency by mentoring colleagues,assistingwith work assignments, and monitoring quality and productivity metrics.
Essential Job Functions:
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Processes ROIrequests,fromfacilitiestimely, accurately andin accordance withestablished procedures and quality standards.
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Validates requests and authorizationsfor medical record releases basedon companypolicy and legal guidelines.
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Performs quality checks to ensure accuracy, confidentiality, andcorrect billing of all releasedrecords.
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Maintains equipment in excellent workingcondition.
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Delivers outstanding customer service by being attentive, respectful,and responsive to client needs,proactivelyidentifyingand resolvingconcerns.
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Maintains a clean, professional appearance andcomplies withthe company dress code.
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Maintainsup-to-dateknowledge ofapplicablestate laws and fee structures.
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Works within assigned scope andisflexible in acceptingadditionalassignments oraccountcoverage during backlogs.
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Complies withclient site policies and procedures, including HIPAA, state and federal regulations, and labor laws.
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Handles confidential information with integrity and professionalism while ensuring efficient,accuraterecord release.
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Provides onboarding and training for new employees.
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Supports customer service by managing escalations and resolving issues.
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Communicateregularly with supervisors and managersregardingquality, client concerns, or system issues.
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Assistswith administrative tasks such as queue management and work assignments.
- Producereports and metrics as requested.
Qualifications:
- Highschool diploma or GEDrequired
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Minimum of 3 years’ ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experiencerequired
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Advanced knowledge of multiple EMR platforms and ROI request types
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Strong organizational and multitasking skills essential
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Proficiencyin Microsoft Office applications
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Strong documentation, communication, and customer service skills
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Demonstrated ability to manage time effectively and meet task deadlines
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Willingness to learn programsand processesquickly
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Self-motivated, dependable, and able to work independently or as part of a team
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Proven ability tomaintainproductivity,utilizationand quality performance standards
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Strong interpersonal and problem-solving skills
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Serve as the Subject Matter Expert (SME) for assigned customer accounts,demonstratingstrong skills in documentation, communication, and organization
- Demonstratesstrong leadership abilities
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Ability t