Remote Central Operations Quality Manager

Sharecare; Oregon; Hybrid; USD 85,000 - 110,000; Full time

Job summary

Sharecare is hiring a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. This role partners with peers to meet turnaround targets and backlogs, supports field operations, and collaborates with cross-functional teams to ensure exceptional client satisfaction.

Responsibilities include onboarding, training, performance tracking, and coaching to foster development, with a focus on continuous process improvement and regulatory compliance.

Qualifications

• Bachelor's degree or equivalent work experience.
• 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 management applications such as the Microsoft Suite of applications, Visio, CRM, Power BI, and Workday.
• CRIS certification required.

Responsibilities

• Maintain target turnaround times across all Central Operations queues.
• Provide support, decision making and handling of urgent and escalated production and technical issues.
• Manage onboarding process and ensure ongoing training for new hires.
• Track individual and team performance using established tools and reporting.
• Coach staff with regular feedback and development discussions.
• Address performance challenges with leadership and HR as needed.
• Identify development opportunities and support progression planning.
• Review and update processes/documentation to fill gaps and improve guidance.
• Drive a collaborative culture and mentorship aligned with Sharecare core competencies.

Skills

Active listening

Effective communication

Emotional intelligence

Interpersonal skills

Coaching

Relationship building

Handling high-pressure situations

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Visio

CRM

Power BI

Workday

Job description

Sharecare is hiring a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. This role partners with peers to meet turnaround targets and backlogs, supports field operations, and collaborates with cross-functional teams to ensure exceptional client satisfaction.

Responsibilities include onboarding, training, performance tracking, and coaching to foster development, with a focus on continuous process improvement and regulatory compliance.