Sharecare

Content Writer

• Research, write, and edit persuasive and compliant proposal content that aligns with Sharecare’s brand voice, value propositions, and solution differentiation
• Partner cross-functionally with internal stakeholder groups (i.e., Sales, Product, Security, Legal, and Operations) to validate accuracy.
• Ensure timely submission, formatting consistency, and adherence to brand and quality standards.
• Translate complex health, wellness and technology concepts into clear, audience-specific messaging that demonstrates value and impact.
• Leverage proposal management software (e.g., Loopio) to source, customize, and maintain reusable content that reflects current offerings and standards
• Analyze RFP/RFI requirements and contribute to win strategy development.
• Support the continuous improvement of the content library by identifying gaps, refreshing outdated material, and integrating feedback from past submissions.
• Contribute to post-submission reviews and incorporate lessons learned to improve win rate and proposal quality.
• Accept ownership for new and different responsibilities as business priorities shift, exploring and building opportunities to add value

Proposal Writer

Proposal Manager

• Manage complex RFP responses, including directly managing and leading RFP team member writers to support the alignment of product and operational knowledge with final RFP response content
• Collaborate cross-functionally with Sales, Product, Operations, Security, and Legal to evaluate RFP requirements, clarify differentiators, and shape compelling, compliant narratives
• Serve as a liaison with Sharecare’s legal team for risk management and legal exceptions specific to RFPs and proactive sales
• Oversee proposal content governance in collaboration with the knowledgebase administrator — ensuring accuracy, version control, and alignment with the latest solution, security, and compliance information
• Support additional RFP team needs, including content development
• Contribute to sales enablement by aligning proposal content with go-to-market assets, sales plays, and thought leadership, ensuring proposal narratives reinforce Sharecare’s value story

Customer Support

• Assists incoming callers with the process of submitting a request for medical records
• Provide status updates regarding requests
• Route calls internally to different hospital departments as needed
• Responsible for Opening and Scanning Incoming Mail
• Other duties as assigned

On-Site Customer Service Representative

• Answer inbound calls from members and providers
• Input data and provide a high level of customer service
• Handle inbound customer service inquiries and problems via telephone and email
• Effectively record communications accurately and consistently
• Use a computerized system for tracking calls, information gathering, and/or troubleshooting
• Assess needs, explain programs and suggest/promote alternative products or services
• Maintain and restore customer satisfaction and partner with other teams as needed
• Perform problem analysis, problem determination and recommended resolutions to the callers
• Proactively educate caller on program benefits
• Meet or exceed established call center metrics, attendance standards and quality levels
• Use computer tools to accurately process and document information
• Develop rapport with callers and appropriately adjust communication style
• Provide accurate information about Sharecare programs and services
• Escalate issues internally and follow up on escalated issues

Customer Service Representative

Manager

• Engage telephonically with members, caregivers, and providers to develop a comprehensive plan of care, identify key strategic interventions, and address the members needs at various stages along the care continuum.
• Serve as an extension of the care team by collaborating with PCPs, specialists, other clinicians, and member to meet health care goals through development and implementation of Care Plans.
• Assess the member’s ongoing care needs and progress towards goals throughout the plan duration and make revisions as needed to address changes in the member’s condition, lack of progress toward goals of the care plan, preference changes, and transitions in care settings.
• Coordinates plan of care with goals of member stabilization, decreased admissions, medication management, behavior change and ability to self-manage.
• Coordinate patient education in support of standards of care guidelines and related health issues using the most appropriate modality for the member.
• Identify relevant benefit and community resources, evaluates Social determinants of Health and facilitates referrals based on member need.
• Assist the member in coordination of any additional tests, images and consults with specialists.
• Perform medication reconciliation at the onset of care plan, after changes in health status, and every thirty days during the life cycle of the care plan, assessing for efficacy and drug interactions/side effects.
• Facilitate and monitor the transition of care which involves moving the member from one healthcare practitioner to another as their healthcare needs change.
• Implements and oversees the agreed upon plan of care as well as coordinates member follow-up post discharge.
• Utilize established documentation standards to maintain quality of care plan documentation to include member progress toward their established state of being and barriers to achievement of care plan objectives and outcomes.
• Abide by Value Based Care Management Program Description and Guidelines.
• Meet productivity and quality metrics as outlined by leadership for each year.

Care Manager, Registered Nurse

Account Executive

• Provides direction and oversight for sales strategy, external communication activities, competitive intelligence and internal communications
• Builds relationships with executive team, internal partners, key influencers, and external constituencies
• Provides alignment with other company solutions to leverage and streamline programs maximizing the company’s overall footprint in the market
• Identify, qualify and convert prospects into new clients
• Represent Sharecare at healthcare association meetings, industry groups, and trade shows
• Direct and manage sales campaigns to expand and grow client-base
• Coordinate closely with operations to align solution design with clients' business requirements
• Track all sales activity (from leads/prospecting to close) in company's Salesforce tool

Account Executive – Provider Sales

Operations

• The Manager of Operations, Medical Record Retrieval has an overall responsibility to ensure all required tasks are performed in a consistent, timely, and highly professional manner.
• The Manager of Operation ensures objectives, principals, values, mission and foundation are clearly stated.
• Organize, lead, and participate, as needed, in client meetings to ensure existing programs and services meet and/or exceed customer expectations.
• Lead a team of functional release of information specialists to achieve goals and objectives quickly, efficiently and profitably.
• Hire and retain talent, provide clear direction and accountability to employees, coach and mentor key employees, and maintain core values and culture, including performance management of employees.
• Assist in the development of annual budgeting and fiscal planning as required.

Operations Manager

Collections

• Collect, manage, and provide resolution of outstanding invoices from current and past due accounts for an assigned portfolio
• Provide resolution of issues related to billing inquiries and disputes
• Identify, research, and resolve collection issues in a timely manner
• Provide assistance with unidentified payment applications
• Meet company deadlines for month end close responsibilities
• Assist with updating and improving documentation of policies and procedures related to assigned responsibilities

Credit and Collections Specialist

• Review Requests for Records and the documents sent in response to the request.
• Data Entry of Essential information for release.
• Evaluate requests utilizing established quality control workflows.
• Communicate with partnering departments to answer questions and resolve issues with requests.
• Research and resolve workflow and record issues quickly to ensure timely delivery.
• Identify and escalate critical and important issues to leads, managers, or directors in a timely manner.
• Maintain queue turnaround time of one business day.
• Meet established individual production and quality goals.
• Support other queues, primarily in Central Operations, as shifting needs of the business require.
• Support training of other colleagues as needed.
• Carry out responsibilities in accordance with policies and procedures, including HIPAA, state/federal regulations related to operations and labor regulations.

Medical Records Support Specialist, Release of Information

Accounts Receivable

• Ensure timely and accurate processing of all billing and cash posting payments
• Ensure timely and accurate cash application and investigate any discrepancies
• Manage the AR staff daily operations – assisting with training, coaching, hiring, and monitoring of daily activities
• Adhere to deadlines for monthly AR Close processes
• Monitor AR aging and assist with collection efforts
• Prepare ad hoc reports as needed
• Perform other duties as assigned
• Interface with operational managers and other teams; report to AR Manager on status and escalations
• Meet customer-service standards; resolve problems; identify system improvements as needed

Accounts Receivable Supervisor

Customer Success Manager

• Client Management: Manages high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs
• Understand and report up to date financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancements
• Strive to maximize existing services to their full value and search for opportunities to augment portfolio with new/add-on services
• Uses technical and business development skills to increase client’s utilization of current technology
• Tracks, analyzes, creates, and delivers relevant reports and insights
• Effectively manages unplanned and ongoing projects/client deliverables on time, and within budget
• Collaborate with internal departments to resolve customer issues including resolution of technical and/or customer service problems in a timely manner
• Builds and enhances positive working relationships with key clients and internal stakeholders.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Effectively manage client requests for program changes that may impact Sharecare’s ability to efficiently deliver services
• Responsible for creating client profile, Quarterly Business Reviews and gathering Voice of the Customer (VOC) through NPS (Net Promoter Score) and quarterly health checks.
• Responsible for tracking add-on opportunities in Salesforce along with updated financial information.
• Participate in client strategy and revenue goals for coming year
• Contract Renewal
• Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to be proposed.
• Support the renewal strategy development, packaging, presentation, and negotiation activities to retain and grow profitable existing business.
• Provide renewal and RFP responses as applicable
• Utilizes and keeps Salesforce up to date and accurate regarding assigned accounts
• Strategic Planning: Drive and support the strategic plans for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfaction
• Prepare, in collaboration with Director Client Success the QBR and Annual Review Reporting
• Collaborate with the reporting team to analyze necessary data, develop reports and dashboards and deliver monthly, quarterly and annually
• Review and analyze reports for accuracy and outcomes needed to satisfy the client
• Consistent, accurate and timely Salesforce usage
• Implementation and Service Delivery: Collaborate with implementation team for effective implementation and service delivery of new accounts. This also includes addition of services for Child accounts
• Improve and maintain the implementation process and ensure consistency and success of implementations
• Ensure implementation activities are achieved on schedule and as required

Client Success Manager

Sales

• Provider Solutions leads secure electronic exchange, delivery and integration of Protected Health Information for US healthcare providers
• 100% of requests and records reviewed prior to release to ensure compliance
• Provider Solutions seeks a strong, dynamic Provider Sales Manager to expand business nationwide within the United States
• Protect existing named account revenue and grow inside the current client base; acquire new clients with long-term revenue streams
• Build client management and relationship-building skills; serve as trusted advisor and subject matter expert
• Collaborate with operations and client success teams; key to success
• Travel up to 30%; remote position; preferred sit in Texas, Oklahoma, Kansas, Missouri, Arkansas, Iowa, or Nebraska
• Includes direction of sales strategy, coordination with operations, and tracking activity in Salesforce