Sharecare

Project Manager

• Establish and manage a centralized project intake process across CareLinx, Health Data Solutions, Population Health, Life Sciences, and Corporate divisions
• Design and implement executive reporting processes that provide visibility into project portfolios, resource allocation, risks, and outcomes across all divisions
• Lead and manage cross-divisional projects from initiation through closure, ensuring alignment with organizational strategic objectives
• Develop and maintain project management standards, methodologies, and best practices across the enterprise
• Interface and communicate with division leaders, stakeholders, and executive leadership

Director, Project Management

Affiliate Manager

• Assist with CareLinx’s line of business.
• Serve as a point of contact for caregivers throughout their CareLinx journey after onboarding.
• Build trusted relationships with caregivers, helping them identify opportunities that align with their skills, availability, and preferences.
• Coordinate caregiver and member matches, supporting caregivers through scheduling and placement.
• Resolve questions and barriers that may impact successful care delivery, and help ensure continuity of care.
• Maintain ongoing communication with caregivers, providing coaching, resources, and guidance that enable them to succeed, remain engaged, and deliver exceptional care.
• Encourage caregivers to utilize growth opportunities on the platform and collaborate with the CareLinx Enablement Team to keep them informed on policies, best practices, and resources.

Care Partner

Account Executive

• Effectively manage ongoing relationships with Employer/Payor/Government clients in portfolio
• Provide excellent account management resulting in client success, retention, and growth of existing and new services
• Directly manage a team which manages individual client accounts
• Function as a resource and mentor to Account Managers on your team and across Account Management
• Understand and report up to date financial standing of all services and overall portfolio performance
• Conduct formal periodic review meetings with client(s)
• Accountable for all contractual deliverables including performance guarantees and revenue targets
• Use consultative selling practices to identify and pursue opportunities for contract expansion

Director, Account Management

Customer Support

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution, within the appropriate timeframe , to member inquiries submitted via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
• Ability to work flexible hours and shifts.

Lead Customer Service Representative

Medical Records Specialist

• 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.
• 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.
• 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.

Lead ROI Medical Records Specialist – After Hours – Day Shift

• Responsible for processing all release of information requests in a timely and efficient manner
• Ensure accuracy and provide customers with the highest quality product and customer service
• Completes release of information requests including retrieving patient's medical chart and returning chart
• Scanning medical record accurately and correctly and transmitting daily, according to requests
• Validates requests and authorizations for release of medical information
• Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
• Maintains a neat, clean, and professional personal appearance and observes the dress code established
• Carries out responsibilities in accordance with client/site policies and procedures, including HIPAA

ROI Medical Records Specialist – After Hours, Evening Shift

Advisor

• Assume responsibility for guiding members on the caregiver search journey through relationship building and exceptional communication in a call center environment.
• Provide ongoing support after the caregiver hire to maintain the relationship with the family and caregiver and ensure overall satisfaction
• Document accurate and complete notes of all family and caregiver interactions in CareLinx’s EHR system
• Work collaboratively and professionally with other team members and teams within CareLinx
• Exhibit excellent verbal and written communication skills via phone, email, and text

Care Advisor

• Processing all release of information requests in a timely and efficient manner ensuring accuracy
• Completing release of information requests including retrieving patient's medical chart and returning chart
• Scanning medical record accurately and correctly and transmitting daily
• Validating requests and authorizations for release of medical information according to established procedures
• Performing quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
• Maintaining working knowledge of the existing state laws and fee structure
• Maintaining a neat, clean, and professional personal appearance and observes the dress code established

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, 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 & Collections Specialist

• 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
• Record communications accurately and consistently
• Use a computerized system for tracking calls, information gathering, and troubleshooting
• Assess needs, explain programs and suggest/promote alternative products or services
• Identify, evaluate and prioritize caller needs, questions and concerns
• Formulate plans of resolution and respond appropriately and efficiently
• Maintain and restore customer satisfaction and partner with other teams as needed
• Meet or exceed established call center metrics, attendance standards and quality levels

Customer Service Representative

• Handling escalated member concerns while also providing Help Desk support
• Researching, responding, and providing a resolution to member inquiries
• Provide support for the customer service team through the manning and operation of the Help Desk
• Serving as a resource and assisting the team of Customer Service Representatives with questions related to escalated or technical issues
• Partnering with the Customer Service Manager to identify training opportunities
• Identifying trends in escalations and preparing data used to identify root cause analysis

General

• Processing all release of information requests in a timely and efficient manner ensuring accuracy
• Providing customers with the highest quality product and customer service
• Safeguarding and protecting the patient's right to privacy
• Ensuring that only authorized individuals have access to patient's medical information
• Completing release of information requests including retrieving patient's medical chart, scanning medical record accurately and correctly
• Performing quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
• Maintaining equipment in excellent operating condition
• Providing excellent customer service by being attentive and respectful
• Maintaining a clean and orderly work area
• Works within scope of position and direction

ROI Medical Records Specialist

Call Center Representative

• Stand up, develop, and lead a new contact center operation
• Oversee daily operations and performance of the team
• Manage, coach, and develop staff to meet established performance standards
• Monitor key performance indicators and report on operational outcomes
• Ensure customer issues are resolved promptly and thoroughly
• Drive consistency in service delivery to meet contractual outcomes
• Build strong cross-functional relationships across Sharecare
• Identify opportunities to expand scope in partnership with leadership and clients
• Hire, onboard, and develop a net new frontline team
• Develop and implement engagement strategies to drive retention, performance, and team satisfaction
• Monitor staff attendance and performance daily
• Develop and maintain Standard Operating Procedures
• Analyze operational trends and conduct recurrent training as required
• Lead operational transitions including technology migrations
• Identify and implement process improvements to enhance service efficiency

Senior Contact Center Operations Manager

• Answer inbound calls from members and providers
• Input data and provide high level of customer service
• Handle inbound customer service inquiries and problems via telephone and email
• Record communications accurately and consistently
• Use a computerized system for tracking calls and information gathering
• Assess needs, explain programs and suggest/promote alternative products or services
• Identify, evaluate and prioritize caller needs
• Maintain and restore customer satisfaction
• 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 adjust communication style accordingly
• Escalate issues internally and follow up on escalated issues

Data Entry

• Accurately enter and update patient data in internal and client-facing systems
• Access and navigate multiple EMR platforms to retrieve, validate , and process patient health information (PHI)
• Ensure data accuracy and consistency while meeting productivity benchmarks
• Maintain strict confidentiality and comply with HIPAA and company privacy policies
• Collaborate with team members to support process improvements and service quality
• Provide courteous, timely , and professional communication with internal and external stakeholders as needed

Director, Project Management

Care Partner

Director, Account Management

Lead Customer Service Representative

Lead ROI Medical Records Specialist – After Hours – Day Shift

ROI Medical Records Specialist – After Hours, Evening Shift

Care Advisor

Medical Records Specialist

Credit & Collections Specialist

Customer Service Representative

Lead Customer Service Representative

ROI Medical Records Specialist

Senior Contact Center Operations Manager

Customer Service Representative

Data Entry Specialist – Medical Records