Financial Counseling Manager

NYU 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. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. 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.

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Position Summary:
We have an exciting opportunity to join our team as a Financial Counseling Manager.

In this role, the successful candidate as part of department leadership, the Financial Counseling Manager directly oversees supervisors and support staff, coordinating work assignments, staff training and development, and monitoring outcomes to ensure regulatory compliance, operational accuracy, and exceptional patient experience. The Manager leads initiatives to ensure timely and accurate patient financial assessments, assists patients with coverage enrollment, and supports the departments goals of improving access to care and strengthening revenue cycle performance.

Job Responsibilities:

ORGANIZATIONAL AWARENESS GOALS & OBJECTIVES, MISSION STRATEGIC THINKING
Utilizes NYU Langone Health and Financial Counseling standards, policies, and procedures to make and communicate decisions for areas of responsibility.
Helps plan, implement, and direct processes to achieve desired departmental outcomes.
Demonstrates flexibility in adapting workflows to meet evolving operational needs and organizational priorities.
Understands and leads efforts to achieve annual departmental goals, including Medicaid conversion, charity care processing, and timely insurance verification.
Ensures goals and metrics are communicated, understood, and implemented by staff and supervisors.
Communicates policies and procedures clearly and ensures compliance.
Maintains compliance with standards governed by CMS, Joint Commission, HIPAA, and other applicable federal and state agencies.
MANAGE DAILY OPERATIONS
Oversees daily operations of Financial Counseling at assigned locations, ensuring expected outcomes are met.
Provides leadership for operations including but not limited to eligibility screening, financial assistance determinations, and insurance verification.
Delegates responsibilities effectively and ensures supervisors have the resources and information needed for success.
Works closely with leadership to improve operations, making and implementing recommendations as needed.
COMMUNICATION, TEAMWORK, CUSTOMER SERVICE
Communicates effectively and professionally with staff, supervisors, physicians, leadership, and external partners.
Ensures staff provide respectful, patient-centered service and escalates complex issues as needed.
Facilitates collaboration with other departments, including Revenue Cycle, Social Work, Case Management, and Admitting, to support coordinated patient care.
Promotes a team climate characterized by honesty, trust, and open communication.
JUDGMENT, DECISION MAKING, KNOWLEDGE
Makes timely, well-informed decisions using available data and sound judgment.
Demonstrates effective critical thinking and problem-solving skills.
Maintains expertise in financial counseling regulations, payer requirements, and hospital policies.
Develops and maintains standards and methods to identify and resolve operational issues.
STAFF TRAINING AND DEVELOPMENT
Develops and implements training programs for Financial Counseling staff and supervisors, using performance audits, metrics, and direct observations.
Ensures new hires receive comprehensive orientation and skill validation.
Coaches and mentors supervisors to promote growth, teamwork, and excellence in patient service.
Recognizes and rewards excellent performance while addressing gaps with performance improvement plans.
Ensures staff comply with required competencies, training, and regulatory in-services.
PERFORMANCE EVALUATION
Conducts periodic and annual performance reviews for supervisors and staff in accordance with personnel and departmental guidelines.
Monitors productivity and quality metrics, implementing quality improvement processes where necessary.
Works with supervisors to develop and implement improvement plans; holds them accountable for results.
Identifies and addresses absenteeism or turnover trends in collaboration with leadership.
RESOURCE EFFICIENCY, SUPPLIES, PAYROLL COST CONTROL
Allocates resources effectively to support operational needs and maintain service quality.
Oversees supply and equipment maintenance for Financial Counseling operations.
Monitors overtime usage, timekeeping, and payroll accuracy.
Participates in budget planning and cost control efforts.
QUALITY OUTCOMES, DATA PROCESSING, PROCESS IMPROVEMENT
Ensures financial counseling records and patient accounts are regularly audited for completeness, accuracy, and compliance with policy.
Uses KPIs and other data to manage operations, identify trends, and improve performance.
Oversees responses to internal and external audits, ensuring timely, accurate documentation.
Implements process improvement initiatives to enhance productivity, efficiency, and quality of financial counseling services.

Additional Duties as assigned

Minimum Qualifications:
To qualify you must have a Bachelors Degree, with 5-7 years of relevant healthcare or revenue cycle experience, or an equivalent combination of education and experience.
Excellent communication (oral and written), interpersonal, and organizational skills.
Ability to work independently and maintain functional relationships with personnel at all levels.
Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to use data reporting tools.

Preferred Qualifications:
Managerial or leadership experience in Financial Counseling or another relevant Revenue Cycle department.
Knowledge of Medicaid, ACA Marketplace, and financial assistance programs.
Experience using Epic and related patient accounting systems.

Qualified 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 $84,577.92 - $94,396.54 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 here