Offshore Operational Specialist

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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…