Sr. Revenue Cycle Relationship Manager (EHR platform)

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 Senior Revenue Cycle Relationship Manager

The Senior Revenue Cycle Success Manager is responsible for providing oversite of a customer's revenue cycle relationship and act as the advocate for the customer in the relationship with Qualifacts. They will serve as the primary point of contact for our RCM clients, managing their accounts, driving client engagement, and delivering top-notch service. The main areas they will be touching on are:
 

• Client Relationship Management: Building and maintaining strong, long-lasting relationships with clients, becoming their trusted advisor and advocate within the company
• Account Management: Proactively managing a portfolio of RCM client accounts, ensuring the timely and effective delivery of our services by way of delegation and direction of work to operations team
• Client Onboarding: Collaborating with cross-functional teams to ensure a smooth and efficient onboarding process for new RCM clients
• Performance Monitoring: Continuously monitoring key performance indicators (KPIs) and financial metrics for clients, identifying areas for improvement and recommending strategies to optimize revenue cycles
• Client Communication: Regularly communicating with clients to provide updates on their account status, share industry insights, and offer best practices; gathering client feedback and insights to drive product improvements and enhancements
• Issue Account Resolution: Addressing client concerns, inquiries, and issues promptly and effectively, collaborating with internal teams to find solutions

This senior position will generally be assigned to top market accounts.

Responsibilities for the Senior Revenue Cycle Relationship Manager

• Assess agencies billing requirements, EDI files, and other RCM process, seek collaborative solutions, and prepare and present recommendations
• Resolves complex concerns with partners and team members with minimal support from leadership to ensure a productive revenue cycle
• Responsible for developing complex mitigation plan for RCM risks (functional gaps and inefficiencies) associated with the revenue cycle)
• Navigate all levels of the organization and Qualifacts to meet customer engagement and escalation needs
• Accountable for identifying and facilitating growth opportunities
• Accountable as primary resource for communication points with existing Customers across all business segments
• Accountable for the ongoing satisfaction and growth of Customer engagements
• Accountable for support of growth and bookings targets
• Navigate all levels of a Customer organization for engagement with all Stakeholders
• Navigate Qualifacts to meet Customer engagement needs
• Secure in managing change and solutioning for Customer and Qualifacts obstacles/objections including communication and monitoring/controls
• Conduct regular ‘partnership reviews’ with Customers to exhibit value in terms of Adoption, Support and Performance
• Remain up-to-date and able to navigate industry standards aligned with Customer needs

Qualifications of the Senior Revenue Cycle Relationship Manager

• Bachelor’s degree, plus 4 years of related experience in client success, account management in healthcare or RCM industry; or master’s degree and 2 years of related experience
• Experience in a customer facing role in healthcare with increasing levels of responsibility using EHR applications for medical billing, or Behavioral Healthcare billing
• Experience with state billing requirement and insurance standards across different states
• Deep understanding of revenue cycle management processes and healthcare billing with proven success with increasing complex accounts 

Knowledge, Skills, and Abilities for the Senior Revenue Cycle Relationship Manager

• Exhibits advanced RCM knowledge
• Exhibits expert software knowledge
• Possess wide-ranging experience, using in-depth professional knowledge, acumen, concepts and company objectives to develop, resolve complex customer clinical and business requirements
• Can proactively analyzes the client’s financial health on a monthly basis to identify reimbursement trends, patterns of denials and to develop an intimate understanding of the factors that are contributing to the clients’ financial performance
• Understand the interrelationships of different EHR functionality and impacts
• Competent with reporting and data analytics in support of engagement requirements
• Competent with contractual terms/language, obligations and legal/risk management
• Competent in Financial Statement (i.e., P&L, Balance Sheet, revenue & expense) results and terminology
• Competent in all aspects of Customer and Qualifacts compliance needs – including GAAP, Medicare/payer requirements, and State and Federal mandates
• Serve as advisor on complex customer issue analysis that requires evaluation of identifiable factors
• Devise solutions based on limited information and adapt existing approaches to resolve issues
• Use advanced knowledge to evaluation, judgment, and interpretation to select right course of action
• Will work across the organization with various key department on Regional model
• Excellent customer service skills
• Excellent written and oral communication skills
• Ability to think quickly and logically to ensure solutions identified
• Strong attention to detail and follow-through skills
• Customer-focused mindset with a passion for delivering exceptional client service
• Strong organizational and project management abilities
• Strong analytical skills with the ability to interpret data and trends
• Exposure to behavioral/mental health care strongly preferred
• Act as an informal team lead; engagement of activities may involve interaction with leaders of larger scale organization
• Serve as the liaison for cross department new feature operational readiness

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