Remote Quality & Operations Coach — Central Support

Sharecare; Augusta (ME); Remote; USD 90,000 - 120,000; Full time

Job summary

Sharecare is hiring a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. You’ll ensure turnaround times, manage escalations, and coordinate onboarding and ongoing training for new hires to drive exceptional client satisfaction.

You will partner with cross-functional teams and leadership to identify opportunities for process improvement, education, and alignment with Sharecare’s core competencies, HIPAA, and regulatory requirements.

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

• Work with teams, peers, and leaders to 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, participate in general orientation, and ensure ongoing training execution of all new hires.
• Track individual and team performance utilizing the established tools/reporting and provide visibility to the team.
• Ensure direct reports have a clear understanding of performance expectations and results through ongoing coaching conversations, regular check-ins and documented feedback that supports accountability and development.
• Take proactive steps to address challenges impacting performance, partnering with leadership and HR as needed to support successful outcomes.

Skills

Active listening

Emotional intelligence

Interpersonal skills

Coaching & feedback

Relationship building

High-pressure communication

Education

Bachelor’s degree or equivalent work experience

CRIS certification

Tools

Microsoft Office Suite

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. You’ll ensure turnaround times, manage escalations, and coordinate onboarding and ongoing training for new hires to drive exceptional client satisfaction.

You will partner with cross-functional teams and leadership to identify opportunities for process improvement, education, and alignment with Sharecare’s core competencies, HIPAA, and regulatory requirements.