Note: The job is a remote job and is open to candidates in USA. BetterHelp is on a mission to make mental health care more accessible, and they are seeking a Medical Records & Authorizations Specialist to support their medical records and authorization programs. This role involves overseeing processes related to medical records access and ensuring compliance with privacy regulations while collaborating with various teams to enhance operational efficiency.

Responsibilities

• Own and oversee end-to-end medical records request workflows, including evaluation, prioritization, and fulfillment, ensuring accuracy, discretion, and regulatory compliance
• Review and validate authorizations and related documentation, exercising independent judgment to determine eligibility for records release
• Serve as a cross-functional liaison and primary point of contact for records requests, partnering with members, therapists, legal representatives, and internal teams to set expectations, communicate status, and resolve issues
• Maintain and assess audit-ready documentation of requests, actions, deadlines, and communications, identifying and addressing potential compliance gaps
• Act as an escalation point for complex, urgent, or sensitive requests, partnering with Legal, Compliance, Clinical Operations, and Member Success as needed
• Proactively manage service-level performance by analyzing request pipelines, identifying systemic blockers, and driving cross-team solutions to meet compliance and service objectives
• Identify opportunities for process optimization and risk mitigation, contributing insights and recommendations to improve efficiency, accuracy, and scalability of records operations
• Contribute to cross-functional initiatives, audits, and special projects within Clinical Operations
• Oversee secure and compliant records disclosure decisions in alignment with policies, regulations, and evolving operational needs

Skills

• Bachelor's or Master's degree in a healthcare-related field (e.g., Health Administration, Public Health, Health Sciences, Psychology, or similar)
• Minimum 2–3 years of experience in one or more of the following: Medical records or health information management, Healthcare billing or revenue cycle operations, Healthcare customer support or operations
• Working knowledge of HIPAA and confidentiality requirements related to PHI
• Exceptional organizational skills with high attention to detail and accuracy
• Excellent written and verbal communication skills, including the ability to explain processes clearly and with empathy
• Ability to manage multiple time-sensitive tasks in a fast-paced environment
• Proficiency with digital platforms and operational tracking systems
• A growth mindset and willingness to learn, improve workflow processes, and adapt to evolving operational needs
• Licensed clinician strongly preferred
• Experience working in telehealth, behavioral health, or mental health settings
• Familiarity with electronic health records (EHRs), CRM systems, or case management tools
• Familiarity with audits, utilization review, or medical necessity documentation
• Experience using DocuSign or other electronic consent platforms
• Prior experience handling sensitive, time-sensitive, or legally driven requests, ideally supporting insurance authorizations or payer documentation
• Ability to balance empathy with policy enforcement when communicating with clients
• HIM, ROI, or authorization-related certification

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company
• Competitive compensation
• Holistic perks program (including free therapy, employee wellness, and more)
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• The chance to build something that changes lives – and that people love
• Any piece of hardware or software that will make you happy and productive
• An awesome community of co-workers

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