Senior Operational Specialist

Senior Operational SpecialistFinance/Accounting/BillingNew York, NY • Full-Time/RegularNYU 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. 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.Position Summary: We have an exciting opportunity to join our team as a Senior Operational Specialist. In this role, the successful candidate reporting to the Manager, Revenue Cycle Operations, the Senior Operations Specialist is 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.Ownership of Complex Accounts & EscalationsOwn the end-to-end resolution of complex, escalated hospital A/R accounts, including high-dollar balances, payer disputes, systemic billing defects, and regulatory-sensitive scenariosServe as the operational escalation point when standard follow-up, billing, or denial workflows fail to resolve issuesConduct deep-dive account analysis across billing history, payer correspondence, system configuration, and contractual requirementsCoordinate directly with billing, follow-up, IT, compliance, contracting, and payer representatives to drive resolutionValidate final outcomes (payment, adjustment, correction, or appeal resolution) prior to closureAdvanced Issue Investigation & Root Cause AnalysisIdentify root causes of escalations related to workflow gaps, system behavior, incorrect configuration, or payer interpretationDistinguish between account-specific issues and systemic failures requiring broader interventionDocument findings clearly and translate complex issues into actionable operational fixesTargeted Process ImprovementDrive 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 reworkPartner with the Manager to align fixes with operational priorities and risk toleranceOperational Guidance & Knowledge CaptureCreate and maintain escalation-specific workflows, job aids, and reference materials based on resolved casesEnsure guidance reflects real-world system behavior and payer requirementsUpdate workflows in response to Epic changes, payer policy updates, or regulatory impacts affecting hospital A/RTracking, Reporting & CommunicationMaintain accurate tracking of escalated accounts, resolution status, root causes, and outcomesProvide concise, actionable updates to leadership on escalation trends and risk areasEscalate unresolved barriers with recommended paths forward, not open-ended issuesPerforms other duties as assignedPersonal CharacteristicsClear, confident communicator able to explain complex billing, payer, and system issues to both operational teams and leadershipHighly detail-oriented with the ability to synthesize large volumes of account, system, and payer data into clear conclusionsProven ability to manage multiple complex escalations simultaneously while maintaining accountability for outcomesStrong critical-thinking and judgment skills, with the ability to make sound decisions in ambiguous or high-pressure situationsAbility to adapt workflows and problem-solve in real time based on operational realities and end-user constraintsBuilds effective working relationships across operational, technical, and leadership teams to drive resolutionDemonstrates ownership, professionalism, and persistence when working through challenging or high-impact issuesPatient Experience and AccessSupports a consistent and respectful patient experience by applying the CARES principles in all interactions related to complex or escalated billing issuesCommunicates clearly and professionally with patients and internal partners regarding billing issues, next steps, and resolution timelines, ensuring transparency and follow-throughServes as a key escalation resource for patient billing concerns requiring advanced investigation, judgment, or cross-functional coordinationApplies the LEARN model when supporting service recovery in sensitive or high-impact billing situations, escalating to leadership when issues present elevated risk or reputational impactIdentifies and shares trends observed through escalated cases that may negatively impact patient experience or access, and recommends targeted improvementsQualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Health 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 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.View Know Your Rights: Workplace discrimination is illegal.NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the 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 or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.To view the Pay Transparency Notice, please click hereSalaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.