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Release of Information Operations Manager

Remote, USA · G&A · Full-time
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About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role
You will be a critical member of Lyra’s growing legal team, within its privacy division, supporting internal stakeholders in fulfilling Lyra’s mission to bring mental and emotional health solutions to large employers across the country. 
 
Under the direction of the Privacy Associate General Counsel, you will be responsible for assisting in the development and maintenance of the overall strategy for Lyra’s Records Department. You will work independently to ensure that all ROI (release of information) activities are compliant with established policies and procedures as well as state and federal regulations.  The ROI Manager will direct and monitor the activities of the records team and manage any escalations within the Records Department and/or from other Lyra stakeholders.  The ROI Operations Manager will be responsible for ensuring that all release of information requests are processed in a timely and efficient manner while ensuring accuracy and providing customers with the highest quality customer service. Experienced managers are welcome to join our dynamic and passionate team.

Responsibilities

  • Identify process improvements and work with the AGC to implement new processes that will streamline workflows.
  • Serve as a liaison between records department and other internal stakeholders when inter-departmental collaboration is required.
  • Provide oversight and supervision of Lyra’s ROI team.
  • Establish performance standards and develop score cards to track productivity.
  • Develop and maintain Quality Assurance (QA) standards in the ROI department to help avoid breaches. 
  • Manage the Salesforce ROI queue as well as the records inbox.
  • Run weekly metrics to keep AGC apprised of ROI volume and required resources.
  • Other duties as assigned.

Qualifications

  • 5 years of management experience
  • Knowledge of, or experience with, the ROI process and demonstrated ability to maintain confidentiality (including protected health information, corporate records, and personally identifiable information).
  • Comfort in managing in a high-volume production environment
  • Experience in working with Salesforce CRM, Confluence, Jira, Slack
  • Excellent communication skills, both verbal and written
  • Exceptional customer service skills and ability to interact with clients in stressful situations 
  • Experience with behavioral health or subpoena requests preferred
  • Registered Health Information Technician (RHIT) Certification a plus!
  • Ability to think quickly on your feet, convey grace under pressure, and simultaneously manage workloads, multiple demands and shifting priorities
  • Ability to operate autonomously, yet collaboratively, while bringing a positive attitude to the workplace
  • Sense of humor and strong affinity for team donut day

This is a full-time role that can be located in our SF Bay Area headquarters (Burlingame, California) or remote and will report to Lyra’s Associate General Counsel, Privacy and Records (AGC). 

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability,  genetic information or any other category protected by law.

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