Director, RCM Operations

About the role

At XiFin, we help diagnostic providers, laboratories, and healthcare organizations strengthen their financial and operational performance so they can stay focused on one thing—patient care. The Director, RCM Operations, plays a pivotal role in ensuring customer success by overseeing the full revenue cycle for assigned accounts and ensuring optimal performance across both onshore and offshore operational teams.

Responsibilities

• Operational Leadership & Customer Success

  • Lead and oversee end-to-end revenue cycle operations for assigned client accounts.
  • Manage and monitor task completion for client software installations, ensuring smooth onboarding and implementation.
  • Identify reimbursement issues quickly and drive timely resolution to support customer financial performance.
  • Monitor, interpret, and communicate key customer success metrics and trends.
  • Ensure adherence to billing compliance, regulatory standards, and customer reporting requirements.
  • Complete client billing oversight and direct customer facing collaboration and partnerships.

• Process Optimization & Continuous Improvement

  • Act as the RCM subject matter expert to guide system configuration, workflow refinement, and approved operational adjustments.
  • Trend errors, denials, and A/R aging to proactively identify opportunities for process improvement.
  • Partner with cross-functional teams—including Product, Implementations, and Support—to ensure operational readiness and client satisfaction.

• People Leadership

  • Lead, mentor, and develop onshore and offshore operational teams to ensure a positive, productive, and high-performing environment.
  • Establish, maintain, and report on KPIs; provide regular coaching and actionable feedback to staff.
  • Promote a culture of accountability, collaboration, and continuous learning.

• Risk & Issue Management

  • Manage project risks and issues, including identifying, analyzing, tracking, escalating, and mitigating any items that may impact timelines or service delivery.
  • Communicate proactively with internal teams and clients to ensure alignment and transparency.

Qualifications

• Bachelor’s degree in Business, Healthcare Management, Healthcare IT, or equivalent experience.
• 10+ years of revenue cycle operations experience, preferably in a high-volume or complex healthcare environment.
• Demonstrated expertise in RCM metrics, data analytics, and KPI reporting.
• Advanced proficiency in Microsoft Excel and strong working knowledge of other MS Office tools.
• Experience leading and developing multi-location teams (onshore/offshore).
• Proven ability to manage large volumes of cases, deadlines, operational escalations, and competing priorities.
• Experience supporting or collaborating with implementation teams on software onboarding or workflow design (preferred).
• Healthcare technology experience (e.g., revenue cycle, diagnostics, interoperability, compliance) strongly preferred; Financial technology or other highly regulated SaaS experience considered a strong plus.