Offshore Operational Specialist (Central Billing Office) – Boynton Beach, FL

Position Summary:
We have an exciting opportunity to join our team as an Offshore Operational Specialist at our Central Billing Office based in Boynton Beach, FL.

The role of the Offshore Operational Specialist at the NYU Grossman School of Medicine Faculty Group Practice 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: Collaborating with all NYU teams including but not limited to Managed Care, Credentialing and Systems Team, etc 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 that 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 any issues or challenges encountered 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 as well as how to identify trends in the data reviewed.
• Workflow Clarification: Collaborate with stakeholders to clarify any unclear or unanswered workflows, ensuring that offshore partners have a comprehensive understanding of expectations and requirements
• Reporting: Utilize reporting tools to pull impacted 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 partner. Clearly articulate the identified trends and opportunities to offshore operations management and Revenue Cycle Managers, along with recommendations for improvement
• Documentation: Consistently review, update and maintain written workflows that support the required processing relevant to current guidance for processing. Ensure these materials are clear and easily understood by all team members
• Participation: Actively participate in team meetings and workflow development sessions
• Compliance: Ensure that the activities of offshore partners are conducted in compliance with Federal, State, and payer regulations, guidelines, and requirements
• Projects: Assist with Special projects to support the needs of the Offshore Operations Team, the NYU Grossman School of Medicine Faculty Group Practice Central Billing Office (CBO) and NYU Langone Health
• Travel: Requires up to 20% travel 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 with capacity to recommend, develop, and implement resolution 
• Strong verbal and written communication skills as well as 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 core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off) 
• Implements the FGP CARES strategy into daily responsibilities and ensures its reflection 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 whether in person, by phone or via electronic messaging
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (I.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
• Partners with Patient Access Center and Central Billing team members to support collaboration and promote a positive patient experience
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles

Minimum Qualifications:
To qualify you must have an Associates 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 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 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 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. We require applications to be completed online.

View Know Your Rights: Workplace discrimination is illegal.”