Patient Financial Experience Manager
About The Position
Hospital for Special Surgery is seeking a Manager of Patient Financial Experience to lead day-to-day operations across the Authorization Team within the Revenue Cycle Department. This role is responsible for driving optimal reimbursement while reducing financial barriers for patients through effective oversight of prior authorization and insurance verification. The Manager will partner closely with administrative and clinical leadership to ensure operational excellence and deliver high-quality, patient-centered experience through strong team performance and continuous process improvement. In addition, this role will play a key part in leading the team through ongoing digital transformation initiatives, including the adoption of AI-driven tools and automation, by optimizing workflows, enhancing decision-making, and supporting staff in adapting to new technologies that improve efficiency, accuracy, and patient access.
Requirements
- Bachelor's degree in Healthcare Administration, Business Administration, or related field. Equivalent combination of education and relevant experience may be considered
- Minimum 2-3 years of demonstrated experience leading and inspiring teams committed to providing the highest level of customer service and quality.
- Familiarity with health insurance and medical terminology.
- Familiarity with healthcare information systems, such as Epic, and proficiency in MS Office Suite.
- Superior oral, written and non-verbal communication skills; ability to forge and maintain strong professional relationships.
- Ability to lead meetings, prioritize issues, resolve conflicts, manage project plan and communicate with all levels of the organization.
- Ability to proactively identify issues and implement solutions.
Nice To Haves
- Demonstrated experience driving automation, digital enablement, and workflow optimization to improve operational efficiency and scalability.
- Establish and maintain standardized procedures to reduce variability as the department shifts from manual processing to AI-augmented workflows.
- Proven ability to lead large-scale initiatives, system implementations, and cross-functional projects with measurable operational impact.
- Strong analytical skills with the ability to navigate complex operational challenges, identify root causes, and implement sustainable solutions.
- Track record of building high-performing teams, driving engagement, and fostering a culture of accountability, continuous improvement, and service excellence.
- Deep understanding of prior authorization, insurance verification, and pre-registration processes within a healthcare setting.
- Experience leveraging KPIs and reporting to reduce authorization backlogs, minimize patient delays and cancellations, and improve overall access performance.
- Ability to serve as an escalation point for complex authorization issues, and coverage denials, with strong working knowledge of payer requirements.
Responsibilities
- Oversee daily operations and capacity allocation between automated and traditional workflows, dashboards, and staffing resources to ensure timely patient access for multiple service lines across multiple sites.
- Analyze denial trends, identify root causes, and collaborate with service line and administrative leadership to implement corrective action plans that improve reimbursement outcomes.
- Design, implement, and continuously refine workflows to streamline operations, reduce inefficiencies, and enhance both patient and provider experiences.
- Monitor productivity and quality metrics; conduct regular performance reviews and coaching to drive accountability, professional development, and achievement of departmental goals.
- Foster a collaborative environment that promotes engagement, accountability, and service excellence across the team.
- Manage relationships with external vendors, ensuring operational efficiency, compliance, and adherence to contractual obligations. Oversee project timelines, deliverables, and team assignments.
- Ensure all processes align with state, federal, and payer-specific requirements, maintaining compliance across all assigned revenue cycle functions.
- Partner with clinical departments and revenue cycle leadership to optimize the patient access continuum and address operational challenges.
Benefits
- additional benefits consistent with the role
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What This Job Offers
Job Type
Full-time
Career Level
Manager
