Bilingual ROI Medical Records Specialist - Hybrid Remote

Job Description:

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 at scale. 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.  

**Candidates must be bilingual, with fluency in both English and Spanish.

***This position is hybrid remote, with on-site attendance required only in the event of call-outs or as needed. Candidates should also be prepared to report on-site on short notice when urgent situations arise.

On-Site Locations:

466 Lexington Ave 14th floor

New York, NY 10017

463 7th Avenue 14th floor

New York, NY 10018

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
• Bilingual, with fluency in both English and Spanish!
• Local to New York, NY!

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.