Patient Financial Experience Manager
Patient Financial Experience Manager
Hospital for Special Surgery is seeking a Manager of Patient Financial Experience to lead day-to-day operations across the Authorization Team within the Revenue Cycle Department.
Key Responsibilities
Operational Leadership: Oversee daily operations and capacity allocation between automated and traditional workflows, dashboards, and staffing resources to ensure timely patient access for multiple service lines across multiple sites.
Denial Prevention & Resolution: Analyze denial trends, identify root causes, and collaborate with service line and administrative leadership to implement corrective action plans that improve reimbursement outcomes.
Workflow Optimization: Design, implement, and continuously refine workflows to streamline operations, reduce inefficiencies, and enhance both patient and provider experiences.
Performance Management: Monitor productivity and quality metrics; conduct regular performance reviews and coaching to drive accountability, professional development, and achievement of departmental goals.
Team Leadership & Culture: Foster a collaborative environment that promotes engagement, accountability, and service excellence across the team.
Vendor & Project Oversight: Manage relationships with external vendors, ensuring operational efficiency, compliance, and adherence to contractual obligations. Oversee project timelines, deliverables, and team assignments.
Compliance & Regulatory Adherence: Ensure all processes align with state, federal, and payer-specific requirements, maintaining compliance across all assigned revenue cycle functions.
Cross-Functional Collaboration: Partner with clinical departments and revenue cycle leadership to optimize the patient access continuum and address operational challenges.
Preferred Experience & Leadership Competencies
Automation & Innovation: Demonstrated experience driving automation, digital enablement, and workflow optimization to improve operational efficiency and scalability. Establish and maintain standardized procedures to reduce variability as the department shifts from manual processing to AI-augmented workflows.
Project & Program Leadership: Proven ability to lead large-scale initiatives, system implementations, and cross-functional projects with measurable operational impact.
Critical Thinking & Problem-Solving: Strong analytical skills with the ability to navigate complex operational challenges, identify root causes, and implement sustainable solutions.
People Leadership: Track record of building high-performing teams, driving engagement, and fostering a culture of accountability, continuous improvement, and service excellence.
Patient Access Expertise: Deep understanding of prior authorization, insurance verification, and pre-registration processes within a healthcare setting.
Metrics-Driven Management: Experience leveraging KPIs and reporting to reduce authorization backlogs, minimize patient delays and cancellations, and improve overall access performance.
Revenue Cycle & Payer Knowledge: Ability to serve as an escalation point for complex authorization issues, and coverage denials, with strong working knowledge of payer requirements.
Qualifications
Bachelor's degree in Healthcare Administration, Business Administration, or related field. Equivalent combination of education and relevant experience may be considered.
Minimum 2-3 years of demonstrated experience leading and inspiring teams committed to providing the highest level of customer service and quality.
Familiarity with health insurance and medical terminology.
Familiarity with healthcare information systems, such as Epic, and proficiency in MS Office Suite.
Superior oral, written and non-verbal communication skills; ability to forge and maintain strong professional relationships.
Ability to lead meetings, prioritize issues, resolve conflicts, manage project plan and communicate with all levels of the organization.
Ability to proactively identify issues and implement solutions.
Non-Discrimination Policy
Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.