Job Summary:
The Quality Support Manager will oversee Leads and Specialists working in all three remote Central Operations queues. In partnership with peer managers, this role ensures turnaround times and backlogs consistently meet or exceed targets. The Quality Support Manager is responsible for supporting field operations and cross-functional partners to drive exceptional client satisfaction. This role supports the needs of partner teams, provides education when those needs cannot be met, and collaborates to identify appropriate compromises. The Quality Support Manager is responsible for the internal development, coordination, implementation, evaluation, and overall success of these teams.
Essential Job Functions:
- 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- Regularly review and update processes/documentation to identify reference gaps or outdated guidance.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.
Specific Skills/Attributes:
- Demonstrated active listening and effective communication skills.
- Strong emotional intelligence skills with ability to navigate challenging conversations.
- Strong interpersonal skills with a focus on empathy, professionalism, courtesy, and patience.
- Ability to coach, develop, and provide constructive feedback.
- Ability to build trust and maintain positive working relationships across teams and functions.
- Ability to respond thoughtfully in challenging or high-pressure situations.
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 management applications such as the Microsoft Suite of applications, Visio, CRM, Power BI, and Workday.
- CRIS certification required.
