Senior Operational Specialist

Position Summary We have an exciting opportunity to join our team as a Senior Operational Specialist. In this role, the successful candidate will report to the Manager of Revenue Cycle Operations and be the primary owner of complex hospital A/R accounts and escalations. This role is responsible for independently investigating, resolving, and closing high-risk, high-dollar, and high-visibility A/R issues that cannot be resolved through standard workflows. The Senior Operations Specialist serves as the escalation point for operationally complex billing scenarios, payer disputes, system defects, and workflow breakdowns. In resolving these issues, the role identifies systemic gaps and drives targeted process improvements to prevent recurrence. Responsibilities Own the end-to-end resolution of complex, escalated hospital A/R accounts, including high-dollar balances, payer disputes, systemic billing defects, and regulatory-sensitive scenarios. Serve as the operational escalation point when standard follow-up, billing, or denial workflows fail to resolve issues. Conduct deep-dive account analysis across billing history, payer correspondence, system configuration, and contractual requirements. Coordinate directly with billing, follow-up, IT, compliance, contracting, and payer representatives to drive resolution. Validate final outcomes (payment, adjustment, correction, or appeal resolution) prior to closure. Identify root causes of escalations related to workflow gaps, system behavior, incorrect configuration, or payer interpretation. Distinguish between account-specific issues and systemic failures requiring broader intervention. Document findings clearly and translate complex issues into actionable operational fixes. Drive process changes directly tied to recurring escalation themes (e.g., billing errors, payer rejections, handoff failures). Design and implement corrective workflows that reduce future escalations and manual rework. Partner with the Manager to align fixes with operational priorities and risk tolerance. Create and maintain escalation-specific workflows, job aids, and reference materials based on resolved cases. Ensure guidance reflects real-world system behavior and payer requirements. Update workflows in response to Epic changes, payer policy updates, or regulatory impacts affecting hospital A/R. Maintain accurate tracking of escalated accounts, resolution status, root causes, and outcomes. Provide concise, actionable updates to leadership on escalation trends and risk areas. Escalate unresolved barriers with recommended paths forward, not open-ended issues. Performs other duties as assigned. Personal Characteristics Clear, confident communicator able to explain complex billing, payer, and system issues to both operational teams and leadership. Highly detail-oriented with the ability to synthesize large volumes of account, system, and payer data into clear conclusions. Proven ability to manage multiple complex escalations simultaneously while maintaining accountability for outcomes. Strong critical-thinking and judgment skills, with the ability to make sound decisions in ambiguous or high-pressure situations. Ability to adapt workflows and problem-solve in real time based on operational realities and end-user constraints. Builds effective working relationships across operational, technical, and leadership teams to drive resolution. Demonstrates ownership, professionalism, and persistence when working through challenging or high-impact issues. Patient Experience and Access Supports a consistent and respectful patient experience by applying the CARES principles in all interactions related to complex or escalated billing issues. Communicates clearly and professionally with patients and internal partners regarding billing issues, next steps, and resolution timelines, ensuring transparency and follow-through. Serves as a key escalation resource for patient billing concerns requiring advanced investigation, judgment, or cross-functional coordination. Applies the LEARN model when supporting service recovery in sensitive or high-impact billing situations, escalating to leadership when issues present elevated risk or reputational impact. Identifies and shares trends observed through escalated cases that may negatively impact patient experience or access, and recommends targeted improvements. Qualified candidates must be able to effectively communicate with all levels of the organization. Benefits 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. Employees have access to financial security benefits, a generous time‑off program, employee resource groups for peer support, and a holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care. Equal Opportunity Statement NYU Langone Health 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. Compensation The salary range for this 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 does not include bonuses, differential pay, or other forms of compensation or benefits. To view the Pay Transparency Notice, please review the relevant notice. #J-18808-Ljbffr NYU Langone Hospitals