Manager, ROI Operations; FMLA​/Disability Forms- Remote

Remote

Full time

R-102069

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform, including benefits navigation, care management, home care resources, and health information management, Sharecare helps people easily and efficiently manage their healthcare and improve their well-being.

Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care MD by Sharecare, the company’s free AI health app () , helps people describe a symptom, ask a health question, and get evidence-based guidance and a clear next step. AskMD is available in the U.S. on the App Store () , Google Play () , and the web () .

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The Manager of Global Operations has an overall responsibility for ensuring their required tasks are performed in a consistent, timely, and highly professional manner. The Manager of Global 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 Manager of Global Operations will do so with an emphasis on global partner engagement, relationship development, work quality, operational efficiency, long and short-term planning, customer-oriented thinking and P&L profitability.

The Manager of Global Operations will work closely with the Director of Provider Global Operations, the Director of Automation and Globalization and other leaders to implement processes that will ensure exemplary member experience and market-leading performance quality.

• Primarily supports and manages the Global FMLA/Disability Forms Team. Manages the FMLA/Disability Forms Production Process for the Global Labor utilized in this process. Also, interacts with the Sharecare Leaders of this department.
• Support Sales and Customer Service activities directed at new Clients/Prospects with RFP responses and internal/external meetings
• Support the identification and transition of existing Onshore clients to Global clients
• Support daily/weekly/monthly/quarterly Client Review calls with feedback and direction for Global Partners

• Respond to and resolve escalated Client/Requester issues
• Support Inventory Management initiatives
• Partner with Director Provider Global Ops to create and manage goals relating to Productivity and Quality for Global Partners
• Quality Control – Perform Analysis and Administer Actions Plans and Training.
• Queue Management – Perform Analysis and Administer Corrective Actions/Training
• Provide Training Support to Global Partners both in country and virtually
• Analysis of endangered accounts and creation of action plans to address problems/account feedback
• Chase Activities
• Monitor, manage and establish new additions
• Communicate effectively to all CHASE team members
• Complete Chase Activities ahead of Deadlines.
• Ensure Global Partners have adequate Credentials to match inventory and production plans. If not adequate, work to resolve with client, CS, Ops teams
• Support Technical events that occur.
• Manage and Support SOP Documentation for all Global Accounts

• Model Sharecare’s core values of Family, Servant Leadership, Giving Back, Compassion, Respect, Accountability and Innovation to Global Partners
• Operate within the Global Team to achieve…