Lead ROI Medical Records Specialist - Remote

Overview

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  learn more, visit

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.

• 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 and federal regulations, and labor laws.
• Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release.
• Provides onboarding and training 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.

• High school diploma or GED required
• Minimum of 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)

• Ability to sit or stand for extended periods
• Physical capacity to lift and carry up to 25lbs
• Manu…