Job Description
Job DescriptionDescription:
Medusind is a leading provider of revenue cycle management solutions to dental, behavioral health, anesthesia, pathology, emergency, surgery, radiology, and other specialties. In January 2023, Alpine Investors, a people-driven private equity firm, invested in Medusind to continue to advance its leadership position as one of the top revenue cycle management companies in the country.
Position Overview:
The Implementations Team Lead plays a critical role in ensuring a seamless onboarding experience for new customers while supporting their ongoing operational success. This position is responsible for managing the implementation lifecycle, from documentation collection through systems set-up and early-stage success tracking. By optimizing internal workflows and enhancing communication between cross-functional teams, this role directly contributes to improved revenue cycle management (RCM) performance and long-term customer satisfaction.
Key Responsibilities:
Customer Onboarding & Implementation:
- Lead onboarding for new facilities (Billing Solutions and AVA accounts).
- Manage the full onboarding lifecycle, including kickoff, documentation, system configuration, and early-stage success tracking (first 60–90 days).
- Maintain customer satisfaction metrics throughout the onboarding process.
- Maintain proactive communication with customers through their first year to track milestones and identify trends.
Systems & Documentation Management
- Collect, validate, and organize onboarding documentation, including:
- W-9
- BAA – Signed
- State License(s)
- Facility Information Form
- Liability Insurance
- Accreditation (JCAHO, CARF, etc.)
- Billable Rates
- Clinicians' licensure and NPIs
- Facility Contracts Program Description
- Program Schedule
- Logo
- Staff Roster
- Comms & Permissions Sheet
- Electronic Payment Questionnaire
- Payer Portals/EHR Access
- Departmental Processes and FAQ
- Facility Change Form
- Maintain changes to facilities (new locations, facility relocations, etc.)
- Manage system setups: request/create ShareFile or SharePoint folders, configure portal access, and deactivate access for terminated clients.
- Obtain EMR, carrier portal, and clearinghouse credentials.
- Facilitate internal system access for relevant departments.
- Guide facilities through ERA and EFT setup steps, including gathering bank information and submitting access requests.
- Conduct state/payer research as needed (e.g., licensing requirements).
Cross-functional Coordination:
- Collaborate closely with billing, account management, and credentialing teams to ensure successful handoffs and alignment during onboarding.
- Participate in internal meetings to share updates and escalate blockers.
Provider Enrollment Oversight:
- Supervise the Provider Enrollment Specialist to ensure timely and accurate enrollment of clinicians with payers.
- Monitor the enrollment progress and escalate delays or barriers to leadership as needed.
- Review payer requirements and provide operational guidance on new state or payer onboarding.
Reporting & Continuous Improvement:
- Maintain and audit internal customer trackers and system access logs.
- Identify process inefficiencies and support development of SOPs and scalable workflows.
Requirements:
Education:
- Bachelor’s degree in healthcare administration, Business, Finance, however level of experience in the industry also considered.
Experience:
- Experience in Behavioral Health licensing, credentialing, or contracting strongly preferred.
- Proven track record managing onboarding or implementation projects.
- Familiarity with administrative systems and document management platforms.
Technical Skills & Industry Knowledge:
- Proficiency with document portals (e.g., ShareFile, SharePoint) and EHR/EMR systems.
- Strong understanding of insurance credentialing and payer requirements.
- Working knowledge of HIPAA, Medicare, Medicaid, and commercial payer guidelines.
- Quick learner with demonstrated ability to adopt new systems and processes.
Additional Skills:
- Excellent written and verbal communication.
- Highly organized and detail oriented.
- Adaptable to changing regulations, systems, and industry dynamics.