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. 

Key Responsibilities 

• Operational Leadership: 
  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. 

• Denial Prevention & Resolution: 
  Analyze denial trends, identify root causes, and collaborate with service line and administrative leadership to implement corrective action plans that improve reimbursement outcomes.   

• Workflow Optimization: 
  Design, implement, and continuously refine workflows to streamline operations, reduce inefficiencies, and enhance both patient and provider experiences. 

• Performance Management: 
  Monitor productivity and quality metrics; conduct regular performance reviews and coaching to drive accountability, professional development, and achievement of departmental goals. 

• Team Leadership & Culture: 
  Foster a collaborative environment that promotes engagement, accountability, and service excellence across the team. 

• Vendor & Project Oversight: 
  Manage relationships with external vendors, ensuring operational efficiency, compliance, and adherence to contractual obligations. Oversee project timelines, deliverables, and team assignments. 

• Compliance & Regulatory Adherence: 
  Ensure all processes align with state, federal, and payer-specific requirements, maintaining compliance across all assigned revenue cycle functions. 

• Cross-Functional Collaboration: 
  Partner with clinical departments and revenue cycle leadership to optimize the patient access continuum and address operational challenges. 

Preferred Experience & Leadership Competencies 

• Automation & Innovation: 
  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.  

• Project & Program Leadership: 
  Proven ability to lead large-scale initiatives, system implementations, and cross-functional projects with measurable operational impact. 

• Critical Thinking & Problem-Solving: 
  Strong analytical skills with the ability to navigate complex operational challenges, identify root causes, and implement sustainable solutions. 

• People Leadership: 
  Track record of building high-performing teams, driving engagement, and fostering a culture of accountability, continuous improvement, and service excellence. 

• Patient Access Expertise: 
  Deep understanding of prior authorization, insurance verification, and pre-registration processes within a healthcare setting. 

• Metrics-Driven Management: 
  Experience leveraging KPIs and reporting to reduce authorization backlogs, minimize patient delays and cancellations, and improve overall access performance. 

• Revenue Cycle & Payer Knowledge: 
  Ability to serve as an escalation point for complex authorization issues, and coverage denials, with strong working knowledge of payer requirements.