Sharecare

Medical Records Specialist

• Process all release of information requests in a timely and efficient manner while ensuring accuracy and high-quality customer service
• Safeguard and protect patients' privacy by ensuring only authorized individuals access medical information
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily according to requests and established standards
• Date stamp requests and highlight pertinent data to facilitate processing
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful customer service and address client concerns or problems
• Receive incoming requests, telephone inquiries, mail, and fax inquiries as needed
• Maintain a professional appearance and clean, orderly work area
• Maintain knowledge of state laws and fee structures
• Accept assignments, support additional facilities, and help with backlogs
• Follow client/site policies and procedures, including HIPAA and applicable state/federal and labor regulations
• Maintain confidentiality, security, and ethical standards when handling medical records

• Process all release of information requests accurately, efficiently, and timely
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily according to requests and procedures
• Date-stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful, and proactive customer service
• Receive incoming requests, open mail, handle telephone inquiries, and retrieve fax inquiries as needed
• Maintain a professional appearance and comply with the dress code
• Keep the work area clean and orderly and properly store records and files
• Maintain working knowledge of state laws and fee structures
• Accept assignments, support additional facilities, and assist during backlogs
• Follow client/site policies and procedures, including HIPAA and applicable regulations
• Maintain confidentiality, security, and ethical standards while releasing medical records

General

• Act as the primary consultant and account lead for assigned clients/practices, ensuring compliance with mandated reporting requirements and submission timelines.
• Collaborate with account managers, sales, IT, development, business analysts, and systems integration teams to align client strategies and drive performance outcomes.
• Ensure adherence to Qualified Clinical Data Registry (QCDR) guidelines and regulatory requirements.
• Analyze baseline quality data, identify performance gaps, and recommend improvement strategies.
• Lead regular virtual client meetings to review data, address questions, and provide strategic guidance.
• Interpret CMS regulations, MIPS specifications, and program updates; communicate changes to clients and internal stakeholders.
• Provide client training on reporting requirements, program updates, and technology/software for data collection and submissions.
• Collaborate with IT to prepare, validate, and submit data using authorized submission protocols.
• Deliver insights, tools, and recommendations to strengthen client compliance and reporting performance.
• Support clients in leveraging Electronic Medical Records (EMR) systems to optimize Promoting Interoperability performance.
• Conduct random chart audits and generate reports within client EMRs to validate data accuracy and compliance.
• Assist with interpreting final adjudications and detailed feedback from quality payment program regulatory agencies.

VBC Performance Specialist

Medical Director

• Serve as physician leader responsible for clinical review and approval of population health program processes requiring senior clinical sign-off
• Support readiness for NCQA and other accreditation standards
• Participate in audits, quality reviews, and corrective action planning
• Integrate health equity and quality performance standards into care models
• Provide clinical oversight for chronic condition management, preventive care, and high-risk population programs
• Ensure consistent clinical standards and documentation practices across programs
• Support clinical integrity of diabetes prevention, weight management, and other evidence-based initiatives
• Review and guide clinical content for nurses, coaches, and care teams
• Ensure member-facing and clinician-facing materials align with national guidelines
• Standardize clinical approaches and strengthen fidelity to best practices
• Partner with Clinical and Pharmacy Informatics teams on code sets, rules logic, and decision-support tools
• Provide physician input into clinical data elements, documentation standards, and reporting logic
• Collaborate with Product, Data Science, Quality, and Operations teams
• Incorporate clinical input into program design, product enhancements, and member communication strategies
• Participate in selected client discussions and support RFPs and proposals with clinical input

Medical Director, Population Health – Clinical Governance

• Process release of information requests accurately, efficiently, and timely
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily according to requests and procedures
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful, and proactive customer service
• Receive incoming requests, open mail, handle telephone inquiries, and retrieve fax inquiries as needed
• Maintain a neat, clean, professional appearance and orderly work area
• Maintain knowledge of state laws and fee structures
• Accept assignments, support additional facilities, and help with backlogs
• Safeguard privileged patient information in compliance with HIPAA and applicable regulations

Operations

• Set the tone and vision for the respective operation, leading with compassion, respect, accountability and innovation
• Organize, lead and participate in client meetings
• Lead a team of functional release of information specialists to achieve goals and objectives efficiently and profitably
• Delegate tasks, make sound decisions and develop organizational talent
• Standardize optimal processes with regional counterparts
• Establish performance parameters and guidelines
• Hire and retain talent; provide direction, accountability, coaching and mentoring
• Maintain daily onsite coverage when applicable and arrange backup coverage
• Maintain time and attendance standards
• Coordinate with domestic and global partners to maintain turnaround-time and quality standards
• Maintain updated SOPs and ensure training completion
• Conduct weekly one-on-one calls with direct reports
• Implement new clients and manage customized projects
• Schedule and attend client calls and communicate with clients and Sharecare leadership
• Review and follow up on daily report management
• Prepare monthly portfolio presentations for senior leadership
• Maintain process instructions and conduct client-specific associate training
• Partner with Solutions and IT to troubleshoot connectivity issues
• Monitor daily tracking and address client delivery and quality concerns
• Assist with annual budgeting and fiscal planning
• Review and improve financial performance, including revenue, expenses, profits and margins
• Strengthen client relations and identify growth opportunities
• Facilitate new relationships on existing or new accounts
• Coordinate with Client Success to ensure customer satisfaction

Operations Manager – Medical Records Retrieval

• Process release of information requests accurately, efficiently, and timely
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful, and proactive customer service
• Receive incoming requests through mail, telephone, and fax as needed
• Maintain a neat, clean, and professional appearance
• Keep the work area clean and orderly and properly store records and files
• Maintain knowledge of applicable state laws and fee structures
• Accept assignments, support additional facilities, and help with backlogs
• Work with privileged information while releasing medical records effectively and accurately

Medical Records Specialist – After Hours

Customer Support

• Answer inbound calls from members and providers
• Input data and provide a high level of customer service with courtesy and professionalism
• Handle customer service inquiries and problems via telephone and email
• Record communications accurately and consistently
• Use computerized systems for call tracking, information gathering, and troubleshooting
• Assess needs, explain programs, and suggest or promote alternative products or services
• Identify, evaluate, and prioritize caller needs, questions, and concerns
• Formulate resolution plans and respond appropriately and efficiently
• Maintain and restore customer satisfaction and partner with other teams
• Perform problem analysis and determine recommended resolutions according to standard protocol
• Educate callers on program benefits
• Meet or exceed call center metrics, attendance standards, and quality levels
• Process and document information using computer tools
• Develop rapport with callers and adjust communication style
• Provide accurate information about Sharecare programs and services
• Escalate issues internally and follow up on escalated issues

Customer Service Representative

• Process release of information (ROI) requests from facilities in a timely, accurate manner
• Validate requests and authorizations for medical record releases based on company policy and legal guidelines
• Perform quality checks for accuracy, confidentiality, and correct billing of released records
• Maintain equipment in excellent working condition
• Deliver outstanding customer service and resolve client concerns
• Maintain knowledge of applicable state laws and fee structures
• Accept additional assignments or account coverage during backlogs
• Comply with client site policies, HIPAA, state and federal regulations, and labor laws
• Handle confidential information while ensuring efficient and accurate record release
• Serve as a subject matter expert, trainer, and escalation point
• Provide onboarding and training for new employees
• Manage escalations and resolve customer service issues
• Communicate regularly with supervisors and managers regarding quality, client concerns, and system issues
• Assist with queue management and work assignments
• Produce reports and metrics as requested
• Monitor quality, productivity, utilization, employee production, and customer SLA adherence

Lead ROI Medical Records Specialist

• Process release of information requests accurately, efficiently, and within established standards
• Retrieve and return patients’ medical charts
• Scan medical records accurately and transmit them daily according to requests and procedures
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful, and proactive customer service
• Receive incoming requests through mail, telephone, and fax as needed
• Maintain a professional appearance and a clean, orderly work area
• Maintain working knowledge of state laws and fee structures
• Accept assignments, support additional facilities, and help with backlogs
• Follow client/site policies and procedures, including HIPAA and labor regulations
• Maintain confidentiality, security, and ethical standards when handling privileged medical information

• Process all release of information requests accurately, efficiently, and timely
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily according to requests and established procedures
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful customer service and address client concerns
• Receive incoming requests via mail, telephone, and fax as needed
• Maintain a clean, orderly work area and properly store records and files
• Maintain working knowledge of state laws and fee structures
• Support additional facilities and backlogs as assigned
• Follow client/site policies, HIPAA, state and federal regulations, and labor regulations
• Maintain confidentiality, security, and ethical standards while handling privileged medical information

• Process release of information requests accurately, efficiently, and timely
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful customer service and address client concerns
• Receive incoming requests via mail, telephone, and fax as needed
• Maintain a clean, orderly, and professional work area
• Maintain knowledge of state laws and fee structures
• Support additional facilities and backlogs as assigned
• Follow client/site policies, HIPAA, state/federal, and labor regulations
• Protect confidentiality, security, and ethical standards when releasing medical records

• Process all release of information requests in a timely and efficient manner
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful customer service and address client concerns
• Receive incoming requests through mail, telephone, and fax as needed
• Maintain a clean, orderly, and professional work area
• Maintain working knowledge of state laws and fee structures
• Support additional facilities and backlogs as assigned
• Follow client/site policies, HIPAA, state/federal, and labor regulations
• Maintain confidentiality, security, and ethical standards when handling medical records

• Process release of information requests accurately, efficiently, and within established standards
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily according to requests and procedures
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful customer service and address client concerns
• Receive incoming requests through mail, telephone, and fax as needed
• Maintain a professional appearance and a clean, orderly work area
• Maintain working knowledge of state laws and fee structures
• Support additional facilities and backlogs as assigned
• Handle privileged information confidentially and ethically

• Process all release of information requests accurately, efficiently, and timely
• Retrieve and return patients' medical charts
• Scan medical records accurately and transmit them daily according to requests and established standards
• Date stamp requests and highlight pertinent data
• Validate requests and authorizations for release of medical information
• Perform quality checks for accuracy, confidentiality, and proper invoicing
• Maintain equipment in excellent operating condition
• Provide attentive, respectful customer service and address client concerns
• Receive incoming requests by mail, telephone, and fax as needed
• Maintain a professional appearance and clean, orderly work area
• Maintain knowledge of state laws and fee structures
• Support additional facilities and backlogs as assigned
• Follow client/site policies, HIPAA, state/federal, and labor regulations
• Maintain confidentiality, security, and ethical standards while releasing medical records