Manager, Patient Financial Engagement

Hospital for Special Surgery•New York, NY

5d•$84,000 - $127,875•Onsite

About The Position

This role provides day-to-day oversight for assigned pod/team operations, ensuring the achievement of financial performance targets including cash collections, bad debt reduction, and A/R days. The Manager will monitor A/R workqueues and operational reporting to identify trends, address payment delays, and ensure timely and accurate billing and collections. They will execute Pre-Service Financial Clearance operations in partnership with the Director, overseeing outbound estimate communication, deposit collection protocols, and collaboration with Point-of-Service teams. This role also supports process improvement initiatives to create more compliant, accurate, and efficient workflows across the department. Additionally, the Manager will directly manage Coordinators and frontline staff, providing coaching, support, and direction to drive team performance. This includes owning hiring, training, evaluation, and performance management for the department, conducting formal performance reviews and development conversations, and fostering a positive work environment. The Manager will also support the Director with vendor oversight, coordinate vendor escalation protocols, and execute automated MyChart/SMS estimate campaigns. Compliance with federal and state regulations, including HIPAA, No Surprises Act, Medicare, Medicaid, and financial assistance/charity care guidelines is essential. The role involves partnering with various departments to resolve operational issues and serving as an escalation point for complex patient or operational issues.

Requirements

Operational Leadership
Team Leadership & Performance Management
Vendor & Technology Support
Compliance & Collaboration

Responsibilities

Provide day-to-day oversight for assigned pod/team operations, ensuring achievement of financial performance targets including cash collections, bad debt reduction, and A/R days.
Monitor A/R workqueues and operational reporting to identify trends, address payment delays, and ensure timely and accurate billing and collections.
Execute Pre-Service Financial Clearance operations in partnership with the Director, overseeing outbound estimate communication, deposit collection protocols, and collaboration with Point-of-Service teams.
Support process improvement initiatives to create more compliant, accurate, and efficient workflows across the department.
Directly manage Coordinators and frontline staff, providing coaching, support, and direction to drive team performance.
Own hiring, training, evaluation, and performance management for the department, including corrective action with HR and Director support.
Conduct formal performance reviews and development conversations, identifying readiness for progression along the career ladder.
Foster a positive work environment that recognizes results and encourages professional growth.
Support the Director with vendor oversight, monitoring service level agreements and conducting regular performance scorecard reviews.
Coordinate vendor escalation protocols and ensure seamless handoff between outsourced and internal operations.
Execute automated MyChart/SMS estimate campaigns and support the integration of AI-powered tools in partnership with the Training & Compliance Associate.
Ensure departmental compliance with federal and state regulations, including HIPAA, No Surprises Act, Medicare, Medicaid, and financial assistance/charity care guidelines.
Partner with Managed Care, clinical teams, IT, and other departments to resolve operational issues, escalating to the Director when cross-departmental alignment is needed.
Serve as an escalation point for complex patient or operational issues, coordinating with the Director on cases requiring senior leadership involvement.