Head of Care Management Operations

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. 1 comprehensive academic medical center in the country for three years in a row, and U.News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

We have an exciting opportunity to join our team as a Operations Manager.

In this role, the successful candidate Reporting to the Associate Director, Revenue Cycle Operations, the Manager, Offshore Revenue Cycle Operations is accountable for the performance, quality, and outcomes of offshore teams supporting hospital accounts receivable (A/R) functions. This role provides strategic and operational leadership for offshore hospital A/R work, ensuring alignment with NYU Langone Health revenue cycle goals, regulatory requirements, and service level agreements (SLAs). The Offshore Operations Manager owns offshore vendor performance, escalation management, and continuous improvement efforts, while partnering closely with onshore operational leaders, IT, compliance, and vendor leadership to drive sustainable A/R results.

Offshore Strategy & Performance Ownership

Own overall performance of offshore teams supporting hospital A/R, including productivity, quality, accuracy, and timeliness

Establish clear expectations, performance metrics, and accountability frameworks for offshore vendors and internal offshore staff

Monitor A/R outcomes tied to offshore work and ensure alignment with organizational cash, aging, and resolution goals

Identify risks, capacity gaps, or performance issues and implement corrective strategies

Vendor Management & Governance

Serve as the primary relationship owner for offshore vendors supporting hospital A/R operations

Oversee adherence to SLAs, productivity targets, and quality standards, address deficiencies through formal performance management

Lead vendor governance forums, performance reviews, and operational touchpoints

Partner with procurement, compliance, and legal teams as needed to support vendor oversight

Escalation & Risk Management

Own escalation framework for offshore-related hospital A/R issues, including systemic defects, compliance risks, and high-impact failures

Provide direction and decision-making support for complex escalations raised by Senior Offshore Operations Specialists

Escalate material risks, trends, or compliance concerns to Revenue Cycle leadership with recommended mitigation plans

Process Improvement & Optimization

Identify and prioritize offshore-related process improvement opportunities that enhance hospital A/R performance

Partner with onshore operational leaders, IT, and Epic teams to implement workflow or system changes impacting offshore work

Ensure offshore readiness for Epic upgrades, payer changes, and regulatory updates

Drive standardization and consistency across offshore hospital A/R workflows

Provide leadership, direction, and coaching to Senior Offshore Operations Specialists and Offshore Operations Specialists

Promote a culture of accountability, quality, and continuous improvement across offshore operations

Develop and deliver clear reporting on offshore performance, trends, risks, and improvement initiatives

Translate complex offshore operational data into actionable insights for Revenue Cycle and executive leadership

Support enterprise-level decision-making related to offshore utilization and expansion

Compliance & Controls

Ensure offshore hospital A/R operations comply with federal, state, payer, and NYU Langone Health requirements

Maintain oversight of data security, access controls, audit readiness, and regulatory adherence

Partner with compliance and audit teams to address findings and implement corrective actions

Projects & Strategic Initiatives

Lead or sponsor cross-functional initiatives related to offshore hospital A/R optimization

Support strategic planning related to offshore staffing models, scalability, and long-term sustainability

Travel

Requires periodic travel, including domestic sites and international offshore vendor locations

Bachelor’s degree required in Healthcare Administration, Business, Finance, or a related field

7–10+ years of progressive experience in hospital revenue cycle operations

Demonstrated experience managing revenue cycle operations and vendor relationships

Proven ownership of hospital A/R performance, escalations, and operational outcomes

Strong knowledge of hospital billing workflows, payer requirements, and regulatory standards

Epic hospital billing (Resolute) experience strongly preferred

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. 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 is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. We require applications to be completed online.

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.