Job Description

Position Summary Position: Offshore Operational Specialist, Central Billing Office, Boynton Beach, FL. The role involves managing and facilitating daily engagement with offshore partners to ensure the successful execution of tasks outlined in the service level agreement. Job Responsibilities Daily Engagement Management: Oversee and manage daily interactions with offshore partners to ensure tasks are completed according to the service level agreement. Planning: Work closely with Offshore Operations management at the Central Billing Office to align offshore activities with organizational goals and priorities. Collaboration: Collaborate with NYU teams including but not limited to Managed Care, Credentialing and Systems Team to report identified issues for suggested resolution or escalation. Vendor Coordination: Facilitate communication and collaboration between the CBO and offshore vendors, ensuring clarity of expectations and adherence to deadlines. Service Level Agreement Compliance: Monitor and track deliverables outlined in the service level agreement, ensuring productivity targets are met and assignments are completed accurately and efficiently; notify manager of compliance with or deficiencies in deliverables. Issue Resolution and Mitigation: Collect feedback from stakeholders regarding issues or challenges during offshore engagements, and work with vendors to identify and implement solutions for resolution and mitigation of future issues. Knowledge Sharing Sessions: Conduct regular knowledge sharing sessions with offshore teams to disseminate best practices, industry trends, and tips for optimizing workflow processes and identifying trends in the data reviewed. Workflow Clarification: Collaborate with stakeholders to clarify unclear workflows, ensuring offshore partners have a comprehensive understanding of expectations and requirements. Reporting: Utilize reporting tools to pull data for analytical review and presentation to Offshore Operations management and Revenue Cycle Management to identify opportunities for revenue enhancement. Present Findings to Management: Validate and analyze feedback regarding trends and issues from offshore partners; articulate identified trends and opportunities to offshore operations management and Revenue Cycle Managers, with recommendations for improvement. Documentation: Review, update and maintain written workflows that support current processing guidance; ensure materials are clear and easily understood by all team members. Participation: Actively participate in team meetings and workflow development sessions. Compliance: Ensure offshore partner activities comply with Federal, State, and payer regulations, guidelines, and requirements. Projects: Assist with special projects to support the Offshore Operations Team, NYU Grossman School of Medicine Faculty Group Practice Central Billing Office (CBO) and NYU Langone Health. Travel: Travel up to 20% to domestic offices and quarterly international offsite vendor locations. Other Duties as Assigned Personal Characteristics Strong conceptual and analytical competencies with the ability to recognize issues and opportunities for improvement, and to recommend, develop, and implement resolutions. Strong verbal and written communication skills and excellent listening skills; ability to effectively communicate with and support remote contributors using a variety of methods. Ability to conceptualize workflow, develop plans, and implement appropriate actions. Ability to multi-task and coordinate competing priorities. Professional demeanor. Patient Experience & Access Drives consistency in every patient and colleague encounter by embodying the CARES principles (Connect, Align, Respond, Ensure, and Sign-Off). Implements the CARES strategy into daily responsibilities and reflects it in the approach to quality for a positive patient experience. Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate. Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries. Anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify); escalates to leadership as appropriate. Shares ideas to improve patient experience and access with appropriate leadership, e.g., optimizing provider schedules or reducing delays. Partners with Patient Access Center and Central Billing team members to support collaboration and promote a positive patient experience. Takes a proactive approach to ensure practice staff are versed in the Access Agreement gold standard principles. Minimum Qualifications Associates degree in information technology, computer science, business, healthcare administration, or 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 practice management and revenue cycle. Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Florida provides its staff with a comprehensive benefits and wellness package, including financial security benefits, generous time-off, and employee resources. All employees have access to our holistic wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care. NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. Applications must be completed online. Knowledge of workers rights and workplace discrimination is illegal. #J-18808-Ljbffr NYU Langone Florida

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