• Job Description

  Req#: 23REQ-05001
  Xtend Healthcare LLC

  About Xtend Healthcare
  Xtend Healthcare is a revenue cycle management company focused exclusively on the healthcare industry. The company's services range from full revenue cycle outsourcing, A/R legacy cleanup and extended business office to coding and consulting engagements. As part of Navient (Nasdaq: NAVI), Xtend taps the strength and scale of a large-scale business processing solutions company. Learn more at www.xtendhealthcare.net.

  ***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***

  LOCATION: Remote/Work from Home. ** Location Requirement: All work must be performed in the United States for this remote role. **

  Xtend Healthcare is looking for a Supervisor, Self-Pay Operations . This position will direct the work of a team of Healthcare Receivables Specialist (HRS). This includes planning, training, motivation, evaluating, analyzing and directing a team while ensuring compliance with all applicable policies and procedures, and achieving maximum collection results for the company and its clients. Responsible for making recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees supervised.

  JOB SUMMARY:

  1. Achieve assigned unit goals.

  • Assist with 2nd talk offs.

  • Resolve patient complaints.

  • Complete monthly file reviews and telephone monitor reviews in order to assess staff performance.

  • Provide accurate projections and forecasts for team.

  2. Team Development

  • Participate in or conduct hiring interviews and make recommendations for staff hires.

  • Draft and administer performance reviews/report cards.

  • HRS scheduling and enforcement of the attendance policy.

  • Review and approve timesheets for accuracy.

  • Coach and counsel staff on successful work behaviors.

  • Identify staff behaviors needing corrective action; recommend corrective action to Manager and administer corrective action.

  • Oversee HRS and monitors performance, behavior and compliance with all policies and procedures.

  • Timely and accurate submission of personnel changes.

  • Communicate any issues within the team to management.

  3. Achieve assigned individual goals.

  • Communicate with patients in regard to the repayment of their account and support all questions they may have.

  • Ensure all accounts are worked within client standards and HIPAA and Federal/State Regulations.

  • Maintain knowledge of client account handling processes and workflow and relay to patients as needed to service the call

  4. Training and Developing.

  • Effectively communicate and administer polices and new initiatives to staff.

  • Conduct individual and group training sessions with staff.

  • Maintain an open line of communication with staff.

  • Provide effective, useful feedback to HRS’s.

  5. Compliance.

  • Ensure staff adheres to company policies and procedures.

  • When necessary, monitor HRS phone calls to insure compliance

  • Review HRS files to assure accounts are being worked within company, client, state regulations, and federal regulations.

  6. Maintain continuing education, training in industry career development.

  • Integrate information obtained thru training sessions and policy change immediately into daily routine.

  • Attend training sessions given by management, or any other company sponsored training.

  OFFICE AND TECHNOLOGY REQUIREMENTS:

  Xtend Healthcare will provide all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities:

  • Reliable high-speed internet– 100mbps download, 10 upload speed minimum, and latency less than 25 ms.(Please note: Rural, Satellite Services, MIFI/Jetpacks, 5G networks, Google Pod, EERO Device and WIFI extenders are not compatible with our systems)

  • Cell phone that has the ability to download an app

  • Wired internet connection by connecting an Ethernet cord into your server from the router/modem

  • Computer equipment will be provided on Day 1 of Training

  • Private workspace or home office free from distractions

  • As a work-from-home employee, I understand that I may encounter slowdowns during periods of heavy internet use due to a variety of factors; one of which is the number of devices connected to the internet in the home and especially devices streaming Netflix, Hulu, games etc. I understand that WiFi is not compatible with company systems and that connecting device directly to the router will provide the best connection.

  MINIMUM REQUIREMENTS:

  • High school diploma

  • A minimum of one year of collection experience and/or bank experience preferably in default prevention (additional equivalent education above the required minimum may substitute for the required level of experience)

  • Minimum of six months of leadership experience

  • Familiarity of HIPAA and or FDCPA

  • PC experience in a windows environment

  • Some college coursework preferred in the areas of business, finance or management preferred

  PREFERRED QUALIFICATIONS:

  • Previous call center experience

  • Previous sales or customer service experience

  • Knowledge of Microsoft Office products

  • Previous management experience

  • Mastery of software applications used on a daily basis: Patient Accounting system (both internal and external), Live Vox dialer application, FACS, etc.

  • Excellent leadership and motivation skills

  • Good mathematical skills

  • Effective written and verbal communication skills

  • Ability to meet aggressive daily, weekly, and monthly production and quality goals

  • Strong organizational skills and the ability to meet tight deadlines

  • Work night shifts based on client and operational needs

  • Work necessary hours per week to meet goals and objectives

  IMPORTANT NOTICES:

  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

• About the company

  Navient is a US corporation based in Wilmington, Delaware, whose operations include servicing and collecting student loans.

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