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!
We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location. Remote candidates will not be considered.
Summary of the Manager, RCMS Customer Onboarding
We are seeking a strategic and customer-centric Customer Onboarding Manager to lead the onboarding and configuration experience for our Revenue Cycle Management Services (RCMS) customers during implementation. This role oversees a US-based team of Configuration Specialists and manages the Credentialing and Patient Support Teams, while providing cross-functional guidance to parallel teams in India. You’ll be responsible for ensuring operational alignment, consistency, and performance across geographies, driving a seamless onboarding experience that sets customers up for long-term success. The ideal candidate brings expertise in behavioral health EHR platforms, revenue cycle workflows, and proven ability to lead multi-functional teams in delivering exceptional customer outcomes.
Responsibilities for the Manager, RCMS Customer Onboarding
- Lead and mentor US based Configuration Specialists through the RCMS onboarding lifecycle
- Coordinate globally with India-based configuration, credentialing, and support teams to ensure consistency, quality, and alignment
- Manage US Credentialing and Patient Support teams, driving operational excellence and customer satisfaction
- Partner with Implementation to align onboarding timelines, milestones, and deliverables
- Ensure accurate system configuration that reflects customer-specific clinical and billing workflows
- Monitor and report KPIs across onboarding, credentialing, and support functions, and present insights to leadership
- Establish scalable processes and documentation standards to support growth and repeatability
- Identify and mitigate risks, remove barriers, and escalate issues to ensure timely service delivery
- Serve as a subject matter expert in behavioral health EHR configuration and revenue cycle operations
- Continuously improve onboarding tools, templates, and workflows to enhance efficiency and customer experience
Success Metrics for the Manager, RCMS Customer Onboarding
- Timely and accurate completion of RCMS onboarding projects
- High customer satisfaction across onboarding, credentialing, and support
- Strong collaboration between US- and India-based teams
- Reduction in onboarding defects, delays, and escalations
- Positive customer experience that drives retention and operational success
- Adoption of best practices and scalable processes across teams
Qualifications of the Manager, RCMS Customer Onboarding
- Bachelor’s degree in healthcare administration, Business, or related field (or equivalent experience)
- 5+ years in healthcare operations, implementation, or revenue cycle management
- Direct experience with behavioral health EHR platforms
Knowledge, Skills, and Abilities of the Manager, RCMS Customer Onboarding
- Proven expertise in behavioral health EHR platforms and revenue cycle operations
- Proven leadership of multi-functional teams (direct and matrixed)
- Deep understanding of clinical workflows, credentialing, and revenue cycle best practices
- Skilled in project management and process optimization
- Excellent cross-functional communication and collaboration abilities
- Customer-first mindset with a track record of delivering exceptional onboarding experiences
Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
What We Do
Qualifacts' CareLogic Enterprise Software is a comprehensive Electronic Health Record (EHR) designed for behavioral health, mental health, & human services.
