Remote Quality Ops Manager, Central Support

Sharecare; Hagåtña (GU); Remote; USD 90,000 - 120,000; Full time

Job summary

Sharecare is seeking a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. You will ensure timely turnaround and backlog targets, support field operations, and collaborate with cross-functional partners to achieve exceptional client satisfaction.

The role includes developing internal processes, providing education when needs can’t be met, and coordinating to identify compromises. HIPAA and regulatory compliance are integral to daily activity.

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 Microsoft Suite, Visio, CRM, Power BI, and Workday.
• CRIS certification required.

Responsibilities

• Maintain target turnaround times across all Central Operations queues.
• Provide support and handling of urgent and escalated issues.
• Oversee onboarding, orientation, and training for new hires.
• Track individual and team performance with established tools and reporting.
• Coach reports with ongoing feedback to support accountability and development.
• Address performance challenges with leadership and HR as needed.
• Identify development opportunities and support progression planning.
• Review and update processes and documentation regularly.
• Drive continuous improvement in operations and documentation.
• Foster a collaborative culture among Sharecare colleagues.
• Mentor staff to align with Sharecare competencies.
• Comply with HIPAA and labor regulations.

Skills

Active listening

Emotional intelligence

Interpersonal skills

Coaching

Trust building

Handling high-pressure situations

Education

Bachelor’s degree or equivalent

CRIS certification

Tools

Microsoft Suite

Visio

CRM

Power BI

Workday

Job description

Sharecare is seeking a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. You will ensure timely turnaround and backlog targets, support field operations, and collaborate with cross-functional partners to achieve exceptional client satisfaction.

The role includes developing internal processes, providing education when needs can’t be met, and coordinating to identify compromises. HIPAA and regulatory compliance are integral to daily activity.