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Talkiatry · 1 day ago

Information Release and Practice Operations Manager

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $90K/yr

2+ years exp

Talkiatry is a national mental health practice dedicated to transforming psychiatry with accessible and responsible care. They are seeking an Information Release and Practice Operations Manager to oversee the daily operations of the information access and release function, ensuring compliance and efficient care delivery while safeguarding patient privacy.

Health CareMedicalMental HealthmHealthWellness

Responsibilities

Own the end-to-end workflow for releasing medical records and related documentation – including intake, verification, consent/authorization review, processing, tracking, follow-up, and closure of patient and third-party requests

Establish clear service standards (turnaround times, quality checks, escalation paths) and ensure consistent execution and achievement of KPIs

Create lightweight reporting on volume, cycle time, and quality for ROI and assigned practice ops workflows; use trends to prioritize improvements and prevent recurring issue

Design the ROI operating model, including decisions on in-house vs vendor-supported fulfillment for specific request types; ensure consistent standards, controls, and patient experience across channels

Supervise and coach team members supporting records release and request fulfillment – reinforcing accuracy, accountability, and a strong privacy mindset

Support onboarding, training, performance feedback, and continuous development of both onshore and offshore staff

Ensure releases align with HIPAA, 42 CFR Part 2, state privacy laws, and Talkiatry policies

Translate policy into day-to-day operating procedures – making compliance practical, repeatable, and auditable

Proactively identify risks (improper authorization, identity verification gaps, sensitive disclosures) and escalate concerns appropriately. Partner with Compliance and Patient Experience during incident response, investigation, and resolution

Serve as the primary liaison for patients requesting access to their records – communicating clearly, compassionately, and professionally

Coordinate authorized releases to third parties (insurers, referring clinicians, legal representatives, schools, etc.), ensuring proper consent and documentation

Maintain meticulous logs of requests, authorizations, disclosures, amendments, and correspondence – ensuring audit readiness and accurate reporting

Monitor trends and recurring issues to reduce rework and prevent errors

Evaluate workflows for efficiency, quality, and patient experience – proposing and implementing improvements

Build and maintain SOPs, templates, knowledge base content, playbooks (process maps, escalation paths, FAQs), and training materials to make the work durable and scalable

Collaborate on policy refinement as regulations and organizational needs evolve

Operate within our EHR and secure transfer tools to extract, redact (as appropriate), and transmit records securely

Partner with internal stakeholders to improve tooling, automation, and reporting for release operations

Evaluate, select, and launch a vendor/BPO to support defined ROI request types (as needed), and manage the ongoing relationship and performance (SLAs/KPIs, quality, escalations, continuous improvement) post-launch

Evaluate, process, and document amendment requests in compliance with HIPAA and internal policy

Communicate outcomes clearly to patients and collaborate with providers to ensure records reflect accurate and up-to-date information

Review and redact confidential, protected, or sensitive information as required prior to release, adhering to applicable state and federal regulations (including HIPAA and 42 CFR Part 2)

Own designated practice operations workflows or programs that enable efficient, compliant care delivery across a multi-state telehealth organization (scope may evolve based on business needs)

Own and maintain operational sources of truth for practice operations domains as assigned based on business needs (e.g., practice locations / state footprint details such as addresses, operational status indicators, and system records), ensuring consistency across internal systems and stakeholder-facing materials

Build scalable practice operations infrastructure to support Talkiatry’s growth

Partner with Operations, Patient Experience, Clinical teams, and Compliance/Legal stakeholders to manage dependencies, surface risks early, and drive closure

Qualification

HIPAA complianceHealth Information ManagementEHR systemsRecords management softwareProcess improvementCompassionate approachTrainingOnboardingStakeholder managementTeam managementCommunication skillsOrganizational skillsCustomer-focusedProblem-solvingAttention to detail

Required

Associate's or Bachelor's Degree in Health Information Management, Healthcare Administration, Business Management, or a related field preferred

2+ years of experience in medical records release, health information management, or a related administrative function in a behavioral health or healthcare setting

Experience with online/virtual practices is highly valued

Strong working knowledge of HIPAA, 42 CFR Part 2

Experience with EHR systems, records management software, and/or secure file transfer tools

Demonstrated ability to manage sensitive information in digital environments

Excellent verbal and written communication skills, with the ability to explain complex privacy concepts in accessible terms to patients, third parties, providers and corporate staff

Exceptional organizational skills, accuracy in documentation, and a rigorous approach to compliance and privacy

Ability to handle complex situations, anticipate challenges, and propose effective solutions to records release and process improvement issues

Compassionate, customer-focused, and able to navigate delicate situations regarding patient care and confidentiality