Offshore Operational Specialist

NYU Langone Health; New York (NY); On-site; USD 61,288 - 68,856; Full time

Job summary

NYU Langone Health is seeking an Offshore Operational Specialist to oversee daily operational activities of offshore teams supporting hospital accounts receivable. This role involves ensuring accurate and timely execution of tasks in line with billing workflows and regulatory compliance.

A successful candidate will boast strong analytical skills and clear communication abilities. The position offers a salary range of approximately $61,288 to $68,856 annually, reflecting relevant experience and education.

Qualifications

• Bachelor’s degree in information technology, healthcare administration, or similar.
• 2-4 years in a billing office or healthcare setting.
• Previous experience in healthcare finance, operations, or medical reimbursement.

Responsibilities

• Provide operational oversight of offshore teams in hospital A/R.
• Monitor offshore productivity, quality, and adherence to hospital workflows.
• Support implementation of workflow updates related to Epic changes.

Skills

Analytical skills

Clear communication skills

Ability to manage multiple priorities

Strong understanding of workflow execution

Education

Bachelor’s degree in a related field

Job description

Job Summary

We have an exciting opportunity to join our team as an Offshore Operational Specialist. In this role, the successful candidate will be responsible for day‑to‑day operational oversight of offshore teams supporting hospital accounts receivable functions. The Specialist ensures offshore work is executed accurately, timely, and in alignment with hospital billing workflows, SLAs, and regulatory requirements.

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

• 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, 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.
• 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.
• Monitor adherence to authorization requirements, eligibility verification standards, patient estimate regulations, price transparency requirements, and financial clearance policies.
• 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 escalates appropriately.
• Promote accurate communication of insurance coverage, authorization requirements, and patient financial responsibility to support informed decision‑making and access to care.

Minimum Qualifications

• Bachelor’s degree in information technology, computer science, business, healthcare administration, or other related field.
• 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.

Salary

NYU Langone Health provides a salary range to comply with New York state law on salary transparency. 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, incentives, differential pay, or other forms of compensation or benefits.

Equal Opportunity Employer

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