Billing Support Operations Manager

🕒 July 30

🌺 Hawaii – Remote

🌺 Hawaii – Remote

💵 $116.2k - $129.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Rula

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

💼 Consulting

🛡️ Insurance

🏥 Healthcare

💰 Series C - Rula on 2024-07

Consulting • Insurance • Healthcare

Rula is a mental health care platform that connects patients with licensed therapists and psychiatric providers across the United States, offering online and in-person therapy, psychiatry, and medication management. The platform works with over 120 insurance plans nationwide (including Medicare, Medicaid, and many major commercial carriers), verifies coverage, provides cost estimates, and offers in-network pricing (average $15 per session with insurance) and cash rates for self-pay. Rula supports 90+ conditions (anxiety, depression, PTSD, ADHD, OCD, bipolar disorder, etc. ), provides tools for scheduling and managing appointments, and offers resources like tests/quizzes and a provider directory spanning all 50 states. It serves patients directly and partners with employers, health plans, and health systems, and emphasizes clinical standards, provider reviews, and ongoing professional development.

📋 Description

• Lead Billing Support through its next phase by driving change management, strengthening operating rigor, and improving alignment across Billing Support, FinOps, EPD, Enablement, and BPO partners • Turn operational and billing data into clear performance stories, recommendations, and trade-offs for leadership • Diagnose root causes, influence cross-functional partners, balance performance across multiple BPO vendors, and build scalable workflows in a fast-moving startup environment

🎯 Requirements

• 5+ years of customer support experience, particularly in a high-volume ticketing and/or regulatory environment • 3+ years of people leadership, guiding teams and upleveling individuals through ambiguity, change, or performance recovery in a billing support, healthcare operations, revenue cycle, or customer operations environment • Expertise in independently mapping processes, defining performance metrics (i.e. CSAT, Average Handle Time, First Touch Resolution, Quality Assurance, Call Abandon Rates, etc.), and building scalable workflows that improve operational efficiency and quality • Proficiency building or using dashboards, independently analyzing metric movement (i.e. Google Sheets/Excel, Looker, PowerBI, Tableau), to identify root causes, and communicating the performance story and recommended actions to senior stakeholders • Experience influencing cross-functional partners such as FinOps, EPD, Enablement, or BPO teams, especially when ownership is ambiguous and shared goals need to be created • Demonstrated resilience and adaptability, possessing the skills to navigate emotionally charged customer situations and thrive in fast-paced, evolving environments

🏖️ Benefits

• 100% remote work environment: Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments (must be based in United States, currently not hiring in Hawaii) • Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States • Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA • 401(k) plan access: Start saving for your future • Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees) • Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering • Employee Assistance Program (EAP): Supporting your mental and physical health • Quarterly department stipend: Fun team-building activities or in-person gatherings • Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all • Home office stipend: New hire home office stipend & $50 monthly stipend to help cover internet or cell phone expenses • Wellness at Rula program: Year-round wellness initiatives and a $50/month wellness stipend