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, resulting 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. The system offers a comprehensive range of medical services 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, NYU Langone includes two tuition-free medical schools and a vast research enterprise with over $1 billion in active NIH awards.

About the role

As the Offshore Operations Specialist in the Revenue Cycle, you will provide 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. You will serve 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.

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.
• 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, 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 (Financial Clearance)
  • 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 (Financial Clearance)
  • Monitor adherence to authorization requirements, eligibility verification standards, patient estimate regulations, price transparency requirements, and financial clearance policies.
• Patient Experience & Access
  • Support a consistent patient billing experience by ensuring offshore hospital A/R work is accurate, timely, and aligned with established standards.
  • Identify offshore-related issues that may negatively impact patient billing outcomes and escalate appropriately.
  • 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.

Requirements

• Bachelor’s 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.
• Ability to effectively communicate with all levels of the organization.

Skills

• 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.

Schedule

Requires up to 20% travel, including domestic offices and periodic international vendor site visits.

Pay

The salary range for this 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 range does not include bonuses, incentive pay, differential pay, or other forms of compensation or benefits.

Benefits

NYU Langone Health provides a comprehensive benefits and wellness package designed to support employees and their loved ones at every stage of life. Offerings include:

• Financial Security Benefits: Retirement savings plans and financial resources.
• Time-Off Program: Generous paid time off for vacation, personal days, and holidays.
• Employee Resource Groups: Peer support networks for diverse communities.
• Holistic Wellness Program: Focuses on seven key areas: physical, mental, nutritional, sleep, social, financial, and preventive care.