Operations Manager

Manager, Remote-Based

Provides operational leadership and oversight for Release of Information (ROI) services across assigned facilities, supporting a primarily remote team while traveling as needed to maintain service consistency, resolve issues, strengthen client relationships, ensure accurate, compliant, and timely processing of health information requests.

Job Role and Responsibilities

• Travel up to 25% to assigned facilities or designated locations in Kentucky, Tennessee, North Carolina, and West Virginia to support operations, provide in-person leadership, and maintain consistency across sites.
• Provide leadership and oversight for a primarily remote team responsible for escalations, emerging issues, and day-to-day Release of Information (ROI) operations across assigned facilities.
• Foster a culture of excellence, accountability, and engagement that supports high performance and exceptional service delivery.
• Ensure ROI requests are completed accurately, efficiently, and within established service-level expectations, including timely processing of STAT requests and management of standard request queues.
• Monitor team performance, workflow quality, and procedural compliance to ensure accuracy, confidentiality, proper invoicing, and adherence to organizational and client requirements.
• Serve as the primary resource for team members by removing barriers, resolving complex issues, and supporting operational continuity in both remote and onsite environments.
• Validate requests and authorize the release of protected health information in accordance with applicable regulations, company policies, and established procedures.
• Analyze, track, and communicate operational results, trends, and improvement opportunities in a proactive and consistent manner.
• Build and maintain effective relationships with facility contacts and clients to ensure service standards are consistently met or exceeded.
• Provide onboarding, training, coaching, and in-person support as needed to promote employee readiness, successful transitions, and consistent execution of responsibilities.
• Travel onsite is needed to address urgent issues, conduct operational check-ins, support employee training, provide client support, and assist with workforce transitions, including staff terminations or related changes.
• When onsite, oversee site readiness by maintaining an organized work environment, ensuring records and files are properly secured, updating facility guides, and confirming adequate supplies are available.
• Establish team goals, measure progress, and communicate results to promote accountability, continuous improvement, and teammate engagement.
• Demonstrate a high standard of customer service through professional communication, reliable follow-through, issue resolution, and an effective presence in both remote and onsite settings.
• Perform other related duties as assigned

Requisite Experience and Qualifications

• Associate's degree or higher
• Minimum 5 years of healthcare experience
• Working knowledge of HIPAA, 21st Century Cures Act, Information Blocking requirements, etc. (ideal, not required)
• Customer-centric, ambitious, highly organized, detail-oriented
• Excellent managerial skills
• Strong verbal and written communication skills
• Strong focus on continuous improvement, KPI development, improving team cohesion and communication, and just generally getting better every day, month, year, etc.

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.

This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs