Hybrid Director – RCMS US Operations

at Qualifacts

• Job title: Director – RCMS US Operations
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Nashville, United States

About the role

• Director of RCMS US Operations at Qualifacts managing client service delivery and revenue cycle operations. Overseeing operations, team performance, and ensuring compliance with billing and regulatory requirements.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• Bachelor’s degree required.
• Master’s degree preferred but not required.
• 10+ years of experience in client success, healthcare billing, or revenue cycle operations.
• At least 5 years of experience in managerial or leadership role.
• Experience working with Electronic Health Records (EHRs), clearinghouses, or medical billing platforms.
• Knowledge of behavioral healthcare billing is a plus.

Benefits

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