Director, RCMS US Operations

Job Description:

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients.  Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.

If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!

Summary of the Director, RCMS US Operations

The Director of RCMS US Operations is responsible for managing the day-to-day operations of the RCMS Relationship Management team. This role oversees client service delivery, ensures accurate and timely billing configurations, and leads a team that supports the full revenue cycle process for customers. The Director serves as the primary point of contact for escalating client issues and is accountable for ensuring that services are delivered in line with contract terms and customer expectations.

This position includes oversight of team performance, client onboarding, contract fulfillment, and process execution related to revenue cycle management. The Director works closely with internal departments to resolve issues and support operational goals, while also ensuring compliance with billing, payer, and regulatory requirements.

This position may be remote or based in a U.S. office location

Responsibilities for the Director, RCMS US Operations

Team & Operations Management

• Manage and support a team of Relationship Managers, Configuration Analysts, and/or other customer onboarding staff
• Ensure staff meet performance expectations and service-level goals
• Oversee workload distribution, day-to-day operations, and coordination of tasks
• Conduct regular team meetings, performance reviews, and provide coaching and support

Client Engagement & Service Delivery

• Function as the main point of contact for clients during issue escalation or complex situations
• Ensure clients are receiving timely responses, accurate billing services, and consistent support
• Monitor customer KPIs, performance metrics, and revenue cycle processing to ensure operational targets are achieved
• Address client concerns promptly and follow-up on open items to ensure resolution

Billing Configuration & Revenue Cycle Oversight

• Oversee billing setup, fee schedule updates, and maintenance of revenue cycle settings in the EHR system
• Validate successful configuration with clearinghouses and monitor ongoing revenue cycle settings
• Coordinate with internal teams to complete customer onboarding and configuration accurately and on time
• Ensure contract terms and billing requirements are properly implemented and maintained

Process Compliance & Risk Management

• Support compliance with payer rules, state and federal regulations, and internal company policies
• Research and share relevant billing, payer, and insurance updates with the team and clients
• Identify operational issues or risks and collaborate with teams to develop practical solutions
• Provide oversight into month-end billing, invoice review, and payment validation processes

Collaboration & Communication

• Collaborate with internal departments (e.g., Product, Customer Success, Customer Support, Finance) to support client needs and resolve issues
• Coordinate with team members to ensure all client deliverables are completed and contracts are adhered to
• Support cross-functional projects that improve client outcomes and internal workflows
• Maintain clear documentation and communication for all client-related activities and team performance

Qualifications of the Director, RCMS US Operations

• Bachelor’s degree required. Master’s degree preferred but not required.
• 10+ years of experience in client success, he