Billing Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the vision, strategy, and annual operational framework for customer support related to billing.

• Combine billing operations and customer support processes into a unified service model.

• Drive intricate initiatives that involve billing processes, systems, and service channels to ensure successful adoption.

• Take ownership of service performance metrics such as service levels, average speed to answer, abandonment rates, first-contact resolution, quality scores, and patient satisfaction outcomes.

• Anticipate billing contact volume and coordinate staffing models, schedules, and coverage according to demand.

• Create KPI dashboards and assess trends, root causes, and customer insights.

• Act as a senior escalation point for complex billing queries, disputes, and complaints.

• Manage compliant resolution of complaints from the Department of Insurance, Better Business Bureau, and other external entities.

• Establish standards for clear and patient-friendly billing communications.

• Lead, mentor, and develop Managers and emerging leaders.

• Supervise training, quality assurance, enablement programs, documentation, and training resources.

• Collaborate cross-functionally with Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology.

• Impact service design, enhancements to billing systems, and operational readiness.

• Ensure adherence to HIPAA, federal and state billing and consumer protection regulations, company policies, and the Baylor Genetics Code of Conduct.

• Identify, manage, and report compliance risks.

• Carry out additional duties as assigned while complying with company policies and regulatory requirements.

⛳️ Requirements

• Bachelor's degree in healthcare administration, business, finance, or a related field.

• Over 8 years of progressive experience in Revenue Cycle Management, patient billing, or healthcare customer operations.

• More than 5 years of leadership experience managing teams or multiple groups, preferably in a call center or patient communications environment.

• No specific license or certification is required.

• Capability to translate strategic objectives into actionable operational plans.

• Strong understanding of billing processes and metrics related to contact center performance.

• Proficient in data analysis and KPI management.

• Demonstrated experience in change management, process documentation, and cross-functional leadership.

• Basic knowledge of HIPAA regulations.

• A combination of education and experience may be acceptable.

• A Master’s degree (e.g., MBA, MHA) is preferred.

• Leadership experience in Revenue Cycle Management within a diagnostic, clinical laboratory, or genetic testing context is preferable.

• Desired certifications include HFMA Certified Revenue Cycle Representative (CRCR), Certified Professional Biller (CPB), Lean/Six Sigma, project management (PMP), or customer experience certifications.

• Completion of required HIPAA and privacy training is mandatory.

• Compliance with all confidentiality standards is essential.

🏝️ Benefits

• Flexibility in scheduling may be necessary to accommodate coverage, peak volumes, or business requirements.

• Minimal travel (less than 10%); occasional in-person meetings or training sessions.

• An equal opportunity and inclusive workplace.

• Application accommodations are available through Human Resources.