Sr Offshore Operational Specialist

Job Description

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

In this role, the successful candidate as the Senior Offshore Operations Specialist, Revenue Cycle serves as the primary escalation and quality owner for offshore hospital accounts receivable (A/R) operations. This role is responsible for resolving complex offshore-related A/R issues, identifying systemic performance or quality risks, and driving operational improvements across offshore teams. The Senior Offshore Operations Specialist provides advanced operational oversight, mentors Offshore Operations Specialists, and ensures offshore work aligns with hospital billing standards, service level agreements (SLAs), and regulatory requirements.

Job Responsibilities:

Advanced Offshore Oversight & Escalation Management

• Serve as the escalation point for complex or high-risk offshore hospital A/R issues that cannot be resolved at the Operational Specialist level
• Own investigation and resolution of offshore-related A/R escalations, including quality defects, workflow breakdowns, and systemic billing issues
• Validate resolution outcomes and ensure corrective actions are sustainable prior to closure
• Provide guidance and mentorship to Offshore Operations Specialists to strengthen issue resolution and decision-making

Performance & Trend Ownership

• Analyze offshore productivity, quality, and accuracy trends related to hospital A/R work
• Identify systemic issues impacting cash, compliance, or patient experience and recommend corrective strategies
• Partner with Offshore Operations Manager to prioritize improvement initiatives based on risk and impact
• Support development and monitoring of performance metrics and SLA adherence

Workflow & Process Improvement Leadership

• Lead refinement and optimization of hospital A/R workflows executed by offshore teams
• Ensure workflows, job aids, and operational guidance reflect current system functionality, payer rules, and regulatory requirements
• Partner with onshore teams, IT, and vendors to implement workflow or system changes impacting offshore operations
• Validate offshore readiness for Epic upgrades, payer updates, or operational changes

Offshore Enablement & Knowledge Transfer

• Lead knowledge-sharing sessions to reinforce best practices and clarify complex hospital A/R workflows
• Ensure offshore teams receive timely and accurate guidance for new or revised processes
• Support training content development and updates for offshore hospital A/R work

Compliance & Controls

• Ensure offshore hospital A/R activities comply with federal, state, and payer regulations and NYU Langone Health policies
• Monitor adherence to data security, access controls, and audit requirements related to offshore operations
• Identify and escalate compliance risks to management with recommended mitigation strategies

Reporting & Stakeholder Communication

• Present offshore performance trends, escalation themes, and improvement recommendations to Offshore Operations Manager and Revenue Cycle leadership
• Provide clear, actionable insights supported by data and operational findings
• Maintain accurate tracking of escalations, outcomes, and corrective actions

Projects & Collaboration

• Lead or support cross-functional initiatives related to offshore hospital A/R optimization
• Participate in governance meetings, workflow design sessions, and vendor reviews
• Perform 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

Travel

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

Candidate Qualifications:
• Advanced analytical and problem-solving skills with the ability to identify systemic issues and drive resolution
• Strong leadership presence without direct people management responsibility
• Clear, confident communicator able to translate complex operational issues for diverse audiences
• Ability to manage multiple high-impact issues simultaneously and maintain accountability

Minimum Qualifications:

Education:
• Bachelor's degree required in Healthcare Administration, Business Administration, Finance, Information Systems, or a related field OR equivalent combination of education and relevant hospital revenue cycle experience
• Advanced coursework or certifications preferred, such as:
• Revenue cycle management or healthcare finance
• Epic hospital billing (Resolute) training or certification
• Process improvement or quality (Lean, Six Sigma, or equivalent)

Experience:
• 5-7 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 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 $75,000-$105,000 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

Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.