You will:

• Release Operations Leadership
• 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.
• Team Management
• 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.
• Compliance & Privacy Execution
• 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.
• Risk Identification & Escalation
• 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.
• Stakeholder Management & Patient Experience 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.
• Documentation & Audit Readiness
• 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.
• Process Improvement & Program Building
• 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.
• Technology, Vendors & Enablement
• 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.
• Medical Record Amendments
• 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.
• Sensitive Information Handling
• 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).
• Practice Operations (Scope May Evolve)
• 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 and strengths).
• 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.

You have:

• 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.

A plus, if you also have:

• Prior experience in behavioral telehealth.
• RHIT (Registered Health Information Technician), CHPS (Certified in Healthcare Privacy and Security), or similar credential.
• Familiarity with records release requirements across multiple states, including state-specific patient rights and privacy laws.
• Process Automation: Experience with workflow automation tools and digital signatures for records requests.

Why Talkiatry:

• Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care
• Collaborative environment: be part of building something from the ground up at a fast-paced startup
• Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!
• Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
• It all comes back to care: we’re a mental health company, and we put our team’s well-being first

80000 - 90000 USD a year