On-Site Lead ROI Medical Records Specialist - San Jose, CA

Job Description:

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.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. As an On-Site Lead ROI Specialist, you will continually perform at a high quality and productivity level. You will interact regularly with management and keep them informed of any concerns or issues regarding quality, connectivity, client concerns etc., that may inhibit Sharecare HDS performance or service expectations for customers.  

** This role is located on-site in a medical facility in San Jose, CA!

Essential Functions: 

• Handles ROI requests by retrieving and returning patient medical charts and accurately scanning records in accordance with established procedures, quality standards, and productivity guidelines.
• Validates requests and authorizations for medical record release 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.
• May handle incoming requests by way of mail, telephone, facsimile inquiries,  online submission tools, or email, depending on the needs of the client. 
• Maintains a clean, professional appearance and complies with the company dress code.
• Maintains a clean and orderly work area,  ensuring that records and files are properly stored before leaving area. 
• 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 to prevent 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. 
• Works with privileged information in a conscientious manner while releasing medical records in an efficient, effective, and accurate manner. 
• Provides onboarding and training services to new employees. 
• Provides backup and support to Customer Service role as needed. 
• Communicates regularly with supervisors and managers regarding quality, client concerns, or system issues.
• Assists with administrative tasks such as queue management and work assignments. 
• Produces reports and metrics as requested. 
• Orders paper records from storage vendors, scan them upon arrival, and ensure timely return to the storage company.

Qualifications: 

• High School Diploma or GED required
• Minimum of 3 years' ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experience required
• Proficiency in Microsoft Office applications
• Strong organizational and multitasking skills essential
• Demonstrates strong leadership abilities
• Advances knowledge of multiple EMR platforms, medical terminology, and ROI request types
• 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
• Ability to assist with onboarding and training of new employees
• Demonstrated documentation and communications skill
• Ability to monitor production, utilization and quality of employees
• Demonstrated ability to maintain productivity and quality performance
• Excellent interpersonal skills for team and client interactions
• Local to San Jose, CA!

Physical Requirements: 

• Ability to sit or stand for long periods of time
• Physical capacity to lift and carry 25 lbs.
• Manual dexterity sufficient for long periods of 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 role's responsibilities
• Participation in required education and compliance training

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.