Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment. 60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.
We are seeking an Information Release and Practice Operations Manager to oversee the daily operations of our information access and release (Release of Information / “ROI”) function and to lead adjacent practice operations workflows that support compliant, scalable care delivery. This is a highly cross-functional operations role responsible for ensuring requests are handled accurately, on time, and in compliance with privacy and consent requirements – especially for sensitive behavioral health records. This position is dedicated to safeguarding patient privacy, maintaining regulatory compliance, and delivering exceptional service to both internal and external stakeholders. This role is ideal for someone who has built or run regulated request or release workflows (for example: licensing operations, legal/claims records fulfillment, credentialing, or other compliance-driven document release processes) and can apply that operational rigor in a healthcare setting. The Manager is the owner of the ROI release program, partnering closely with Clinical, Operations, Compliance/Legal, and Patient Experience teams to enable appropriate information sharing while upholding the highest standards of confidentiality and professionalism.
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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
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$80,000 - $90,000 a year
Compensation range for this position is $80,000 to $90,000, depending on experience; actual compensation will be dependent upon the specific role, location, as well as the individual’s qualifications, experience, skills and certifications.
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Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.
At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us.
We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.
