Director of Customer Onboarding & Implementations

RethinkFirst - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

About the position

The Director of Implementations at Rethink Behavioral Health is a key leadership role responsible for overseeing the Implementations department, ensuring the delivery of high-quality services to clients while maintaining HIPAA compliance. This position involves strategic planning, process improvement, and collaboration with various departments to enhance customer experience and operational efficiency. The role is integral to the growth of the company, particularly in the context of the expanding behavioral health sector due to autism insurance mandates.

Responsibilities

• Ensure strict HIPAA-compliant confidentiality with all client-related data
• Assist in developing strategic plans/programs for the Implementations department and ensure goals/objectives are properly defined and clearly established/executed
• Delineate, define, and streamline functional activities, ensuring maximum utilization of all resources
• Assist in identifying, analyzing, and addressing challenges and/or breakdowns in the processes for the Implementations Team
• Oversee departmental productivity and performance, including management of procedures and workflows
• Serve as the Implementations subject matter expert resource internally and externally
• Identify and implement opportunities to improve the quality of services that result in timelines and customer satisfaction
• Make recommendations to Rethink leadership to address and improve department protocols that focus on an enhanced customer experience
• Interview candidates, make final recommendations for hire when applicable
• Aid in account escalations from management and assure resolution is reached & communicated when needed
• Assist in monitoring/updating project plans surrounding key initiatives for the Implementations team and assure deadlines/goals are being met
• Review capacity matrix with leadership team to assure capacity thresholds with Implementations team are being met - make recommendations for adjustments when needed
• Assist in monitoring/updating reporting analytics for Implementations team
• Regularly provide VP of Revenue Cycle Management with status updates including account escalations, KPI reporting updates, staff escalations
• Other special projects/assignments as needed

Requirements

• Minimum 5-years of experience with demonstrated expertise in successfully leading and managing a high-performance RCM operation while meeting or exceeding industry benchmarks
• OR Minimum 5-years of experience with demonstrated expertise in project management or client services onboarding/implementations
• Strong financial management skills including forecasting, trending, benchmarking, and analysis of the Implementations performance
• Strong knowledge of billing software, preferably Kareo and Azalea
• Strong, in-depth knowledge of revenue cycle management principles and practices; including medical billing, coding, collections, managed care products, regulatory compliance, payor credentialing, and financial reporting
• Exceptional written and oral communication skills
• Exceptional attention to detail and accuracy
• Positive attitude and love a good challenge
• Strong leadership qualities

Nice-to-haves

• Bachelor's degree preferred
• Minimum 7-10-years Insurance Billing experience which includes knowledge of ICD-10 and CPT guidelines
• Minimum 5 years Supervisory experience
• Experience leading teams
• Customer service experience required
• Proficient using Microsoft Suite (Excel, Outlook, Word)
• Experience using billing software Kareo or Azalea

Benefits

• Three weeks of paid time off, in addition to 7 paid holidays
• Generous Health, Dental & Vision benefits package
• 401k eligible after a year of employment