Director Of Customer Operations, RCMS (EHR Platform)

Director, Customer Operations, RCMS

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!

We are primarily seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location.

Summary of the Director, Customer Operations, RCMS

Qualifacts is seeking a strategic and data-driven Director, Customer Operations, RCMS, to help scale and strengthen our Revenue Cycle Management Services. This leader will partner closely with the VP and other Directors to drive operational excellence, customer outcomes and strategies, standardize processes, define key performance metrics, and implement automation initiatives that improve efficiency and compliance.

As a subject matter expert in both revenue cycle management and behavioral health EHR platforms (Credible, CareLogic, and/or InSync), the Director may also be deployed directly to assist with customer strategies, escalations, and operational optimization. Agency experience and/or behavioral health EHR experience is strongly preferred.

Responsibilities for the Director, Customer Operations, RCMS

• Assist the VP and other Directors with day-to-day RCMS operations, ensuring service delivery excellence and optimal customer outcomes across Qualifacts RCMS delivery
• Deploy and oversee SMEs to support customer strategies, escalations, and retention efforts.
• Define, track, and report on departmental KPIs (AR days, net collection rate, denial rates, clean claim rate)
• Collaborate with other Directors to standardize and optimize RCM processes, ensuring scalability, efficiency, and best practice adoption
• Lead automation and technology initiatives (EHR workflows, RPA, clearinghouse integrations) to reduce manual effort and improve accuracy
• Conduct operational assessments, identify gaps, and drive stabilization and sustainability initiatives
• Collaborate with IT, Product, Compliance, and Customer teams to ensure RCMS operations align with EHR capabilities, regulatory standards, and customer needs
• Coach and develop staff to ensure consistent adoption of standardized processes and tools
• Assist with presenting operational insights, customer impact, and performance trends to senior and executive leadership

Success Metrics of the Director, Customer Operations, RCMS

• Improved AR performance and collections
• Reduced denial and rework rates
• Increased adoption of automation and measurable efficiency gains
• Higher customer satisfaction and retention
• Compliance with payer, contractual, and regulatory requirements

Qualifications of the Director, Customer Operations, RCMS

• Bachelor's degree in healthcare administration, Business, or related field (Master's preferred)
• 5+ years of leadership experience in healthcare operations or related experience, with a strong focus on revenue cycle management
• Hands-on experience with behavioral health EHR platforms (Credible, CareLogic, and/or InSync) is strongly preferred

Knowledge, Skills, and Abilities of the Director, Customer Operations, RCMS

• Expertise across front, middle, and back-end RCM processes with proven metrics-driven results
• Experience with agency or behavioral health EHR systems strongly preferred
• Track record of driving workflow optimization, automation, and operational transformation
• Strong leadership, communication, and stakeholder management skills

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.