Navient Associate Vice President of Operations in Chicago, Illinois

Xtend Healthcare, LLC, is located just 20 miles north of Nashville, Tennessee, Xtend 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.

In 2015, Xtend was acquired by Navient which is 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 is looking for a Associate Vice President of Operations for our site in Chicago. This position will be responsible for coordinating with Xtend's sales force and service center operations teams to carry out all terms and deliverables of the scope of work outlined in task orders between Xtend Healthcare and its clients and provide leadership and management for its clients.

This position resides in Chicago, Illinois and will require ability to travel.

Qualified candidates are expected to:

  • Have extensive knowledge of hospital revenue cycle improvement strategies and operations management.

  • Quickly develop positive trusting relationships with the key client revenue cycle contacts including the Chief Executive Officer, Chief Financial Officer, Vice President of Revenue Cycle, Director of Patient Financial Services, Billing and Collection managers.

  • Maintain a high level of credibility and integrity on behalf of Xtend.

  • Provide direct supervision of onsite Client Services Directors and Managers, as well as their subordinates.

  • Increase revenues by identifying client needs for which Xtend Healthcare can provide services and solutions, e.g., coding, consulting, interim management, etc.

  • Detail knowledge of revenue cycle improvement strategy and operations management.

  • Ensure the Xtend Healthcare service center obtains any needed on-site support and response to client obligations such as requests for additional information, e.g., code reviews, medical record needs, charge reviews, IT support and other client support for effective resolution of assigned accounts.

  • Coordinate strategy and communications between the service center management group and on site teams to assure progress on contracted scope of work and meeting cash and AR resolution goals.

  • Identify opportunities to provide additional Xtend services to clients. This includes working closely with the sales team as needed.

  • Assist to coordinate work flows, project management and reporting for the Coding, Consulting, and Self Pay service lines.

  • Design, develop and implement policies and procedures to drive Xtend process excellence.

  • Organize, motivate, encourage, and lead work teams. This includes serving as a management role model for all levels of personnel.

  • Represents Xtend Healthcare in a positive and professional manner at work and in the community by maintaining professional and ethical relationships with clients and staff.

Essential Job Functions:

  • 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.

  • Project Management

  • Participates in implementing new projects and coordinates with the Director, Operations of Service Center Operations to ensure Xtend executes the scope according to the terms defined in the project task order.

  • Ensures monthly project cash and resolution targets are set and monitored leading to resolution of initial and additional inventory placements.

  • Maintains satisfactory project performance standards by monitoring project key performance indicators.

  • Reviews monthly executive reporting and provides editorial comments and revisions. This includes detail inventory analysis and the approval of executive summaries and other key reporting as appropriate.

  • Ongoing monitoring of key reports to support appropriate on-site staffing levels, identify payer trends and set performance goals

  • Manages efficient and financially effective project work down and close out.

  • Personnel Management

  • Directly supervises Client Services Directors and 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.

May have other accountabilities based upon client and company needs.


  • Bachelor's Degree in related field

  • 8+ years of experience in Insurance Operations

  • 5+ years client relationship management

  • 5+ years supervising/leading people

  • Experience leading complex projects for senior and executive management

  • Ability to travel to multiple locations


  • Organization, planning and prioritizing

  • Communication skills

  • Data management

  • Attention to detail and accuracy

  • Problem-solving

  • Adaptability and flexibility


  • Well developed verbal, written, and presentation communications skills

  • Strong organization and prioritization skills

  • Problem solving and decision making

  • Negotiation

  • 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 Minority/Female/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.