Quality & Operations Lead - Central Support (Remote)

Sharecare; Dover; Remote; GBP 67,000 - 97,000; Full time

Job summary

Sharecare is seeking a Quality Support Manager to oversee remote Central Operations, leading Leads and Specialists to maintain turnaround times and backlog targets. Partner with peers to drive exceptional client satisfaction and coordinate training for new hires across the team.

The role emphasizes coaching, performance oversight, and continuous process improvement within a HIPAA-compliant environment.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Minimum 5 years’ Medical Records experience preferred.
• Minimum 1 year management experience or 2 years lead experience preferred.
• Minimum 2 years training experience.
• Experience with MS Office, Visio, CRM, Power BI, and Workday.
• CRIS certification required.

Responsibilities

• Oversee Leads and Specialists across Central Operations queues to meet targets.
• Provide escalation handling for urgent production and technical issues.
• Manage onboarding and ongoing training for new hires.
• Track performance using established reporting tools and share visibility with the team.
• Coach reports to meet performance expectations and support development.
• Identify performance challenges and work with leadership/HR on solutions.
• Support cross-functional partners to improve client satisfaction.
• Review processes and documentation to close reference gaps.
• Drive continuous improvement in operational excellence practices.
• Foster a collaborative, engaging culture across Sharecare colleagues.

Skills

Active listening

Emotional intelligence

Interpersonal skills

Coaching

Relationship building

High-pressure communication

Education

Bachelor’s degree or equivalent work experience

CRIS certification

Tools

Microsoft Office

Visio

CRM

Power BI

Workday

Job description

Sharecare is seeking a Quality Support Manager to oversee remote Central Operations, leading Leads and Specialists to maintain turnaround times and backlog targets. Partner with peers to drive exceptional client satisfaction and coordinate training for new hires across the team.

The role emphasizes coaching, performance oversight, and continuous process improvement within a HIPAA-compliant environment.