Job Summary:
The Manager of Global Central Operations ensures objectives, principles, values, mission and foundation are represented with Global partners. The position also supports Global operational activities that are focused on the achievement of company-wide operational goals. The role emphasizes Global partner engagement, relationship development, work quality, operational efficiency, long and short-term planning, and customer-oriented thinking. Through strong partnerships with Sharecare departments and global partners, the Manager of Global Central Operations drives market-leading performance quality and continuous operational excellence.
Essential Job Functions:
- Provide support to Global partners’ leadership teams and global trainers to ensure they become SMEs.
- Deliver feedback and provide direction to Global partners.
- Ensure accountability and support of Global partners in meeting their SLAs.
- Communicate essential updates to internal initiatives, procedures, and policies.
- Support necessary documentation buildout, updates, and organization.
- Work closely with onshore Central Operations leadership team to ensure all workflows for global DC/QC teams align with internal SOPs, processes and procedures.
- Ensure adoption of and accountability of change management initiatives and ongoing oversight of implemented policies and processes for the Global team.
- Respond to escalated client/requester/interdepartmental issues.
- Support the Director of Central Operations, Director of Provider Global Operations and Senior Director of Vendor Strategy and Performance to establish SLAs, monthly production targets, OT parameters, and workforce management responsibilities.
- Meet regularly with Global partners and internal Global leaders to review team performance.
- Work with internal Central Ops leaders & Global QC/DC leadership teams to identify, analyze, and problem solve any areas of opportunity related to operational excellence and continuous improvement.
- Ensure Global partners have adequate access to essential applications/reporting necessary to their role and termination of access for Global contractors is executed upon departure.
- Support technical events that occur.
- Work with internal technology teams to support in the build-out and updates of necessary data/digital initiatives driven by the Director of Central Operations.
- Partner with internal and Global stakeholders to support automation, digital transformation and process improvement initiatives that enhance operational efficiency, quality and business performance.
- Provide support to internal Central Operations team during periods of reduced capacity to ensure all managerial responsibilities are executed consistently across all Central Operations teams.
- Continually seek new opportunities to advance Sharecare’s transition plan and achieve expected transition milestones and targets.
- Carry out responsibilities in accordance with policies and procedures, including HIPAA, state/federal regulations related to operations and labor regulations.
Specific Skills/Attributes:
- Extremely team-oriented.
- Ability to work well in fast-paced, multi-tasking environment while prioritizing and meeting deadlines.
- Superior communication/documentation skills
- Outstanding customer service with strong negotiation skills.
- Detail oriented, with strong analytical skills and effective problem-solving skills.
- Ability to handle confidential materials and information in a professional manner.
- Consistent proactiveness.
- Ability to navigate ambiguous situations or pivot to meet the shifting needs of the business.
- Shares information transparently while maintaining a professional demeanor.
- Model Core competencies to all Sharecare colleagues and partners.
- Strong presentation skills.
Qualifications:
- Bachelor’s degree or equivalent work experience required.
- Minimum 5 years’ Medical Records experience preferred.
- Minimum of 1 year management experience or 2 years lead experience preferred.
- Experience with management applications such as the Microsoft Suite of applications, Visio, CRM, Power BI, and Workday.
- CRIS certification required.
