Director of Customer Onboarding & Implementations at Rethink First in Charlotte, North Carolina

Job Description:

Rethink Behavioral Health is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform (http://RethinkBH.com) provides clinical, staff training and practice management tools for private ABA service providers. Due to autism insurance mandates sweeping the nation, our behavioral health division is experiencing unprecedented growth. Therefore, we are looking for the right person to join our billing service team.

Our office specializes in Revenue Recycle Management, as well as Enrollment and Credentialing Services, for behavioral health providers. We are looking for an experienced professional who will promote a positive work environment through progressive leadership. We support mission-oriented companies that impact the lives of thousands of individuals with autism and their families. We are excited to offer the opportunity for professional and collaborative individuals to be a part of a growth-oriented business.

The Director of Implementations will play a key role in the continued development and growth of the Implementations department and will work closely with the Professional Services, Billing Services Leadership, and the VP of Revenue Cycle Management to ensure the best customer experience.Remote opportunities are available only in the following states: CA, CO, FL, GA, IL, IN, MO, NE, NY, NC, PA & TX

Main 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

Required Qualifications:

• 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

Preferred Qualifications and Experience:

• 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

Job Type: Full-time, Monday-Friday (9-5 PM)
Salary

Our commitment to an inclusive workplace 

RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. 

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