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Director, RCM Operations - Physician Operations

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Job ID 20REQ-01676 Location Remote Company Name Xtend Healthcare, LLC

***Xtend offers competitive benefits including; Medical/Dental/Vision, Generous Paid Time Off/Paid Holidays/Monthly Bonus Eligibility/Tuition Reimbursement/401k plan plus Employer Match/Professional Development***

Xtend Healthcare, LLC, provides entirely revenue cycle-based projects which range from complete business office outsourcing to A/R legacy cleanup, self-pay and third-party CBO safety net engagements as well as coding and consulting engagements.  We serve clients of all types and sizes in all 50 states -- from critical-access hospitals to those with more than 2,000 patient beds, and from individual facilities to multi-hospital, university-affiliated health systems as well as physician's revenue cycle business.

In 2015, Xtend was acquired by Navient, the nation's leading loan management, servicing and asset recovery company. By joining forces with Navient, the Xtend team will be bolstered by the strength, stability and resources of an industry leader, and leverage the parent company's large-scale business process outsourcing capabilities.

Xtend Healthcare is looking for a Directory, RCM Operations – Physician Operations.  The Dir, RCM Operations position is responsible for projects within the Xtend Healthcare Physician Services business unit and leads all operations, training, planning and strategic direction to support business objectives. The Dir, RCM Operations is responsible for improving performance and revenue for Xtend physician clients through planning, evaluating, directing, and managing the functions of all Xtend physician services clients. The position oversees the day-to-day operations of the billing office and all accounts receivable management activities, functions, and performance.  In conjunction with the VP, Sales and Marketing, the position establishes short and long-range goals and establishes teams to implement and monitor stated goals.  Financial performance is monitored routinely, as are trends and processes.  This position will be responsible for recommending, developing and implementing operational plans and policies to ensure attainment of near-term performance targets, as well as long-term strategic business objectives. The position will oversee the generation of comprehensive reporting and analysis tools including performance metrics and productivity reports with long term trending models to support business decisions and strategic direction.

  • Primary duties include leadership and management of Xtend Healthcare Physician Services
  • Customarily and regularly directs the work of multiple direct reports
  • Responsible for making decisions or recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees under his or her supervision.


1.  Client Management

  • Establishing trust and credibility by fostering a positive relationship with senior revenue cycle management, PFS management and departments supporting revenue cycle.
  • Anticipating needs, developing and articulating solutions to prevent potential financial and compliance liability to the client and Xtend Healthcare.
  • Maintaining the client management and contacts’ confidence in Xtend by demonstrating its support and responsiveness to client needs, making engagements successful.
  • Leads development and presentation of recommended process flows and action plans to the client which maximize efficiencies and effectiveness.
  • Manage high level client meetings.
  • Owner of new project implementation.
  • Accountable for managing and improving client project performance.

2.  Department Management                                                                                                                    

  • Directly supervises Physician Services Directors/ Managers.
  • Completes performance evaluations.
  • Works with project directors to identify and mentor team members to assume new roles and responsibilities.
  • Reviews and approves direct reports’ expense reports.
  • Responsible for internal sales interaction.

3.  Financial Analysis

  • Provides periodic analysis of trends in indigent care, bad debt, time of service collections, denials by type/payer, revenues, and other key financial indicators.
  • Provides regular analysis of trends in the accounts receivables and provides suggestions for resolution of negative trends.
  • Evaluates client revenue cycle performance, based on national benchmarks to ensure that performance meets or exceeds median benchmarks in key categories.
  • Conducts financial analysis on variable initiatives at the request of the Xtend leadership relating to existing service/product lines, planned service/product lines, and investigative service/product lines.

4.  Reimbursement Analysis                                                                                     

  • Provides expert guidance on maximizing collections through data analysis.
  • Recommends process improvements for charge capture and reconciliation.
  • Recommends process improvements/solutions for data capture related to governmental quality initiatives.

5.  Budget Management                                                                                                         

  • Produces and manages departmental budget.
  • Manage budgetary information to ensure accurate cost allocation and adherence. Recognize items/issues that have budgetary impacts and act accordingly to minimize or eliminate.                            
  • Write detailed requirements and cost benefit document to support need.
  • Project KPI (key performance indicator) ownership.
  • Approves project cash goals set by managers.

6.  Personnel Management

  • Directly supervises Client Services Managers.
  • Completes performance evaluations.
  • Works with project directors to identify and mentor team members to assume new roles and responsibilities.
  • Reviews and approves direct reports’ expense reports.
  • Responsible for internal sales interaction.

7.  Ambassador                                                                                                                           

  • Acts as an integral member of the Xtend Executive Team, representing the revenue cycle team as well as Xtend in a variety of venues.
  • Supports and upholds the overall mission of Xtend Healthcare.
  • Supports the mission established by the Chief Executive Officer relative to teamwork, professional responsibility, adaptability, integrity, customer service, initiative, and behavioral standards.
  • Provides leadership and guidance to the entire Xtend Management Team.

8.  Acts as resource to the Compliance and Legal team on any identified issues and initiatives.

9.  Serves as internal/external escalation point for unresolved client, department, and division issues.

10. May have other accountabilities based upon client and company needs.           


  • Bachelor's degree in Healthcare, Business Administration, or related field (additional equivalent experience above the required minimum may substitute for the required level of education)
  • 10+ years of experience in Healthcare Operations (additional equivalent education above the required minimum may substitute for the required level of experience)
  • 10+ years supervising/leading people and partnering with executive management

Experience Requirement:Extensive planning, managerial and financial experience in physician billing in a large group or HealthCare system environment; thorough knowledge of government health policies and reimbursement regulations, and a thorough knowledge of compliance rules and regulations governing health care and academic practices.


  • Master’s Degree Preferred
  • Data management
  • Effective team building, coaching and leadership skills required.
  • Possess excellent leadership, analytical, and project management skills.
  • Ability to meet strict deadlines and handle multiple projects in a very fast paced environment.
  • Must possess effective change management.
  • Well-developed verbal, written, and presentation communications skills.
  • Strong organization and prioritization skills.
  • Problem solving, negotiation and decision making skills, must be able to identify root causes to problems and develop solutions to prevent re-occurrence.
  • Strong collections and customer service aptitude.
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, and Outlook).
  • Strong familiarity with patient access, billing, patient accounting, imaging, work flow, eligibility and reporting systems supporting revenue cycle functions.

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.

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