Lead ROI Medical Records Specialist

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, and health information management, 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. AskMD by Sharecare, the company’s free AI health app, helps people describe a symptom, ask a health question, and get evidence-based guidance and a clear next step. AskMD is available in the U.S. on the App Store, Google Play, and the web. To learn more, visit sharecare.com.

Job Summary:
This position is responsible for processing all release of information (ROI) requests in a timely, efficient, and accurate manner while delivering exceptional customer service. The Associate must  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. 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, assisting with work assignments, and monitoring quality and productivity metrics.
 
Essential Functions: 

• Processes ROI requests from facilities timely, accurately, and in accordance with established procedures and quality standards. 
• Validates requests and authorizations for medical record releases based on company policy and legal guidelines.
• Performs quality checks to ensure accuracy, confidentiality, and correct billing of all released records. 
• Maintains equipment in excellent working condition. 
• Delivers outstanding customer service by being attentive, respectful, and responsive to client needs proactively identifying and resolving concerns.
• Maintains a clean, professional appearance and complies with the company dress code. 
• Maintains up-to-date knowledge of applicable state laws and fee structures. 
• Works within assigned scope and is flexible in accepting additional assignments or account coverage during backlogs. 
• Complies with client site policies and procedures, including HIPAA, state/federal regulations, and labor laws. 
• Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release. 
• Provides onboarding and training services for new employees. 
• Supports customer service by managing escalations and resolving issues.
• Communicates regularly with supervisors and managers regarding quality, client concerns, or system issues.
• Assists with administrative tasks such as queue management and work assignments.
• Produce reports and metrics as requested.

Qualifications: 

• 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)

Physical Requirements: 

• Ability to sit or stand for extended periods
• Physical ability to lift and carry up to 25 lbs.
• Manual dexterity is sufficient for long periods typing, writing, and handling documents
• Visual acuity to read documents and use a computer monitor 
• Clear speaking and hearing ability for communication
• Adequate Hand-eye coordination and sensory abilities for job-related tasks 

Information Governance Accountabilities: 

• Understand the organization's information governance program and the role's responsibilities
• Participate in required education and compliance training

HIPPA/ Compliance: 

• Maintain the confidentiality of patient and client information
• Comply with HIPAA standards and all relevant corporate integrity and security obligations 
• Report any unethical, fraudulent, or illegal behavior
• Maintain current HIPAA certification  annually

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.