Manager, Customer Experience, Post-Test Support, Billing

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

📋 Description

• Take ownership of the Post-Test Support & Billing value-stream strategy, roadmap, and improvement portfolio.

• Enhance the journey for patients and providers following result finalization through effective report delivery, post-test support, next-step guidance, billing communications, financial assistance, payment experiences, and issue resolution.

• Collaborate with Journey Directors for both patients and providers to ensure alignment of value-stream and comprehensive journey strategies.

• Prioritize projects based on customer needs, operational performance, business outcomes, risks, dependencies, and available capacity.

• Convert the needs of patients, providers, and the business into clear business requirements, user stories, workflow or process modifications, and acceptance criteria.

• Facilitate cross-functional collaboration among Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, and Marketing.

• Set success metrics and leverage customer research, Voice of Customer feedback, and operational data to pinpoint improvement opportunities.

• Lead enhancement initiatives from the discovery phase through implementation, adoption, and post-launch assessment.

• Oversee workplans, dependencies, risks, decisions, deadlines, change impacts, and readiness for implementation.

• Represent the value stream in planning, prioritization, and governance meetings, presenting recommendations, trade-offs, risks, and updates to CX and senior leadership.

• Track initiative performance and customer outcomes, making adjustments or escalating the roadmap when goals are at risk.

• Operate within clinical, legal, compliance, privacy, and operational frameworks while adhering to Baylor Genetics policies and regulatory standards.

⛳️ Requirements

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related discipline.

• A minimum of eight years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement, or a related field.

• Proven experience in owning a customer journey or value-stream strategy, roadmap, and improvement portfolio.

• Background in leading strategic transformation, customer journey management, or enterprise process improvement programs across multiple functions.

• Ability to influence senior leaders, align stakeholders, and drive decisions and outcomes without direct authority.

• Capability to translate customer and business needs into requirements, user stories, workflow or process modifications, acceptance criteria, and implementation actions.

• Strong business acumen, prioritization, written and verbal communication, facilitation, change management, and organizational skills.

• Proficient in managing multiple priorities and complex dependencies.

• Preferred: experience in patient-facing or provider-facing healthcare, diagnostic or laboratory workflows, including report delivery or access and post-test support.

• Preferred: experience in revenue cycle management, patient billing, financial assistance, payment experiences, or related financial workflows.

• Preferred: experience collaborating with Technology or digital product teams.

• Standard remote or office work environment with extended periods of computer and video conference work.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Equal opportunity and inclusion in a diverse workforce.