Manager, Patient Financial Engagement

Hospital for Special Surgery•New York, NY

4d•Onsite

About The Position

How you move is why we’re here. ® Now more than ever. Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let’s talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment. Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

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.