Offshore Operational Specialist

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

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Position Summary:
We have an exciting opportunity to join our team as a Offshore Operational Specialist.

In this role, the successful candidate as the Offshore Operations Specialist, Revenue Cycle is responsible for the day-to-day operational oversight of offshore teams supporting hospital accounts receivable (A/R) functions. This role ensures offshore work is executed accurately, timely, and in alignment with hospital billing workflows, service level agreements (SLAs), and regulatory requirements.
The Offshore Operations Specialist serves as the primary operational liaison between onshore hospital A/R teams and offshore partners, monitoring performance, addressing workflow questions, escalating issues, and supporting consistent execution of hospital billing and follow-up processes.

Job Responsibilities:

Offshore Operational Oversight (Hospital A/R)

• Provide daily operational oversight of offshore teams performing hospital A/R activities, including billing follow-up, claim correction, denial support, and account resolution
• Monitor offshore productivity, quality, and adherence to hospital A/R workflows and SLAs
• Review completed work to identify errors, trends, or training gaps impacting hospital A/R outcomes
• Ensure offshore teams clearly understand task expectations, account handling requirements, and escalation protocols

Workflow Execution & Clarification

• Serve as the primary point of contact for offshore teams regarding hospital A/R workflows, processing questions, and operational guidance
• Clarify unclear or incomplete workflows and partner with onshore teams to obtain resolution when needed
• Ensure offshore teams are working from current, approved hospital A/R guidance and system instructions
• Support implementation of workflow updates related to Epic changes, payer updates, or operational improvements

Issue Identification, Escalation & Resolution Support

• Identify operational issues, quality risks, or systemic trends impacting offshore hospital A/R work
• Escalate complex, high-risk, or recurring issues to Senior Offshore Operations Specialists or management with clear findings and supporting data
• Partner with offshore vendors to address performance issues and implement corrective actions
• Track issues through resolution and validate effectiveness of corrective actions

SLA Monitoring & Reporting

• Track offshore performance against defined SLAs, productivity targets, and quality standards
• Utilize reporting tools to analyze hospital A/R data impacted by offshore work
• Prepare and present operational findings, trends, and improvement opportunities to Offshore Operations management and Hospital Revenue Cycle leaders
• Support identification of opportunities to enhance cash performance, reduce rework, and improve turnaround times

Documentation & Knowledge Support

• Review, update, and maintain hospital A/R workflows and job aids used by offshore teams
• Ensure documentation is accurate, clear, and aligned with current operational and system requirements
• Participate in and support knowledge-sharing sessions with offshore teams to reinforce best practices and expectations

Compliance & Controls

• Ensure offshore hospital A/R activities comply with federal, state, and payer regulations, as well as NYU Langone Health policies
• Monitor adherence to data security, access controls, and compliance standards related to offshore operations

Projects & Collaboration

• Participate in operational meetings, workflow development sessions, and offshore governance forums
• Support special projects related to offshore hospital A/R operations, performance improvement, or vendor optimization
• Perform other duties as assigned

Travel

• Requires up to 20% travel, including domestic offices and periodic international vendor site visits
• Other Duties as assigned

Personal Characteristics

• Strong analytical skills with the ability to identify operational issues and improvement opportunities within hospital A/R workflows
• Clear and effective verbal and written communication skills, particularly when working with offshore and remote teams
• Ability to manage multiple priorities and maintain operational control in a fast-paced environment
• Strong understanding of workflow execution and adherence to defined processes
• Professional demeanor with a focus on accountability, consistency, and follow-through

Patient Experience & Access

• Supports a consistent patient billing experience by ensuring offshore hospital A/R work is accurate, timely, and aligned with established standards
• Identifies offshore-related issues that may negatively impact patient billing outcomes and escalates appropriately

Additional Position Specific Responsibilities:
Financial Clearance, Authorization, Eligibility Verification & Patient Estimates
Offshore Operational Oversight (Financial Clearance)
Provide operational oversight of offshore teams performing Financial Clearance activities, including Prior Authorization, Eligibility Verification, Financial Counseling, and Patient Estimates.
Monitor offshore productivity, quality, and adherence to Financial Clearance workflows, service level agreements (SLAs), and departmental performance standards.
Review completed work to identify errors, trends, training gaps, or process deficiencies impacting patient access, reimbursement, or the patient financial experience.
Ensure offshore teams clearly understand authorization requirements, eligibility verification standards, financial clearance expectations, and patient estimate processes.
SLA Monitoring & Reporting
Track offshore performance against established authorization turnaround times, eligibility verification standards, estimate completion targets, and quality metrics.
Analyze Financial Clearance performance data and identify opportunities to improve operational efficiency, reduce delays, and enhance patient access outcomes.
Support initiatives designed to improve authorization approval rates, reduce avoidable denials, increase estimate completion, and improve financial clearance performance.
Compliance & Controls
Monitor adherence to authorization requirements, eligibility verification standards, patient estimate regulations, price transparency requirements, and financial clearance policies.
Patient Experience & Access
Support a positive patient financial experience by ensuring timely and accurate completion of authorization, eligibility verification, financial clearance, and patient estimate activities.
Identify issues that may delay patient care, impact reimbursement, or create patient financial concerns and escalate appropriately.
Promote accurate communication of insurance coverage, authorization requirements, and patient financial responsibility to support informed decision-making and access to care.

Minimum Qualifications:
To qualify you must have a Bachelors degree in information technology, computer science, business, healthcare administration, or other related field required or equivalent experience
2-4 years in a billing office or healthcare setting with prior experience in healthcare finance, operations, medical reimbursement, and managed care contracts preferred. Knowledge of revenue cycle

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

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NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $61,288.35 - $68,856.81 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here