Remote Quality Operations Manager – Central Support

Sharecare; Topeka (KS); Remote; USD 75,000 - 105,000; Full time

Job summary

Sharecare is hiring a Quality Support Manager to oversee Leads and Specialists across remote Central Operations queues. You will partner with peer managers to ensure turnaround times and backlogs meet targets, support field operations, and drive exceptional client satisfaction.

You will coordinate onboarding, training, and performance coaching across teams. The role emphasizes continuous improvement, collaboration, and HIPAA/compliance alignment while advancing the internal development and

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.
• Work with colleagues to identify development opportunities specific to each individual need and provide support/feedback for progression and succession planning.
• Regularly review and update processes/documentation to identify reference gaps or outdated guidance.
• Consistently assess and work to improve operational excellence processes, practices, and documentation.
• Identify process opportunities, objectively find quantifiable root causes and documentation, develop solutions, and review/update process regularly to consistently work toward continuous improvement.
• Strategically drive a culture that is engaging and collaborative with all Sharecare colleagues.
• Be a positive motivating influence for all employees; mentoring the behaviors established in Sharecare’s core competencies.
• Carry out responsibilities in accordance with policies and procedures, including HIPAA, state/federal regulations related to operations and labor regulations.

Skills

Active listening

Emotional intelligence

Interpersonal skills

Coaching

Relationship building

Communication under pressure

Education

Bachelor’s degree or equivalent work experience

CRIS certification

Tools

Microsoft Suite

Visio

CRM

Power BI

Workday

Job description

Sharecare is hiring a Quality Support Manager to oversee Leads and Specialists across remote Central Operations queues. You will partner with peer managers to ensure turnaround times and backlogs meet targets, support field operations, and drive exceptional client satisfaction.

You will coordinate onboarding, training, and performance coaching across teams. The role emphasizes continuous improvement, collaboration, and HIPAA/compliance alignment while advancing the internal development and