Job Details

Job Summary
This position is responsible for processing all release of information (ROI) requests in a timely, efficient, and accurate manner while delivering exceptional customer service. The Associate must safeguard patient privacy at all times by ensuring that only authorized individuals access medical records and that all information is released in accordance with the request, applicable authorization, company policies, and HIPAA regulations. As an On‑Site Lead ROI Specialist, you will continually perform at a high quality and productivity level. You will interact regularly with management and keep them informed of any concerns or issues regarding quality, connectivity, client concerns, etc., that may inhibit Sharecare HDS performance or service expectations for customers.

Candidates must be fluent in both English and Spanish.

This position is hybrid remote, with on‑site attendance required only in the event of call‑outs or as needed. Candidates should also be prepared to report on‑site on short notice when urgent situations arise.

On‑Site Locations
466 Lexington Ave 14th floor, New York, NY 10017

463 7th Avenue 14th floor, New York, NY 10018

Essential Functions

Handles ROI requests by retrieving and returning patient medical charts and accurately scanning records in accordance with established procedures, quality standards, and productivity guidelines.

Validates requests and authorizations for medical record release based on company policy and legal guidelines; performs quality checks to ensure accuracy, confidentiality, and correct billing of all released records.

Maintains equipment in excellent working condition.

Delivers outstanding customer service by being attentive, respectful, and responsive to client needs and proactively identifying and resolving concerns.

May handle incoming requests by mail, telephone, facsimile, online submission tools, or email, depending on the needs of the client.

Maintains a clean, professional appearance and complies with the company dress code.

Maintains a clean and orderly work area, ensuring that records and files are properly stored before leaving the area.

Maintains up‑to‑date knowledge of applicable state laws and fee structures.

Works within assigned scope and is flexible in accepting additional assignments or account coverage to prevent backlogs.

Complies with client/site policies and procedures, including HIPAA, state/federal regulations, and labor laws.

Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release.

Works with privileged information in a conscientious manner while releasing medical records in an efficient, effective, and accurate manner.

Provides onboarding and training services to new employees.

Provides backup and support to Customer Service role as needed.

Communicates regularly with supervisors and managers regarding quality, client concerns, or system issues.

Assists with administrative tasks such as queue management and work assignments.

Produces reports and metrics as requested.

Orders paper records from storage vendors, scans them upon arrival, and ensures timely return to the storage company.

Qualifications

High School Diploma or GED required

Minimum of 3 years' ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experience required

Proficiency in Microsoft Office applications

Strong organizational and multitasking skills essential

Demonstrates strong leadership abilities

Advanced knowledge of multiple EMR platforms, medical terminology, and ROI request types

Demonstrated ability to manage time effectively and meet task deadlines

Willingness to learn programs and processes quickly

Self‑motivated, dependable, and able to work independently or as part of a team

Proven ability to maintain productivity, utilization, and quality performance standards

Strong interpersonal and problem‑solving skills

Serve as the Subject Matter Expert (SME) for assigned customer accounts, demonstrating strong skills in documentation, communication, and organization

Ability to assist with onboarding and training of new employees

Demonstrated documentation and communication skill

Ability to monitor production, utilization and quality of employees

Demonstrated ability to maintain productivity and quality performance

Excellent interpersonal skills for team and client interactions

Bilingual, with fluency in both English and Spanish!

Local to New York, NY!

Physical Requirements

Ability to sit or stand for long periods of time

Physical capacity to lift and carry 25 lbs.

Manual dexterity sufficient for long periods of typing, writing, and handling documents

Visual acuity to read documents and use a computer monitor

Clear speaking and hearing ability for communication

Adequate hand‑eye coordination and sensory abilities for job‑related tasks

Information Governance Accountabilities

Understand the organizations information governance program and roles responsibilities

Participation in required education and compliance training

HIPAA & Compliance

Maintain the confidentiality of patient and client information

Comply with HIPAA standards and all relevant corporate integrity and security obligations

Report unethical, fraudulent or illegal behavior

Maintain current and yearly HIPAA certification

Compensation

Up to $24.00/hour

Sharecare and its subsidiaries are Equal Opportunity Employers and E‑Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other status protected under applicable law.

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