Billing Customer Support

🔥 2 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

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Baylor Genetics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Baylor Genetics is a clinical genomics and precision diagnostics laboratory affiliated with Baylor College of Medicine that provides comprehensive genetic testing and interpretation services. The company offers whole genome and whole exome sequencing, chromosomal microarray analysis, mitochondrial testing, pharmacogenomics, and specialized assays, along with genetic counseling, provider support, and insurance/payment resources. Baylor Genetics supports healthcare providers, researchers, and families with AI-enhanced interpretation, multimodal data integration, and end-to-end clinical and laboratory services.

📋 Description

• Set the vision, strategy, and annual operating plan for billing customer support • Integrate billing operations and customer support workflows into a single service model • Lead complex initiatives involving billing workflows, systems, and service channels through adoption • Own service levels, average speed of answer, abandonment rate, first-contact resolution, quality scores, and patient satisfaction outcomes • Forecast billing contact volume and align staffing models, schedules, and coverage to demand • Establish KPI dashboards and analyze trends, root causes, and customer insights • Serve as senior escalation point for complex billing inquiries, disputes, and complaints • Oversee compliant resolution of Department of Insurance, Better Business Bureau, and other external complaints • Set standards for clear, patient-friendly billing communications • Lead, coach, and develop Managers and emerging leaders • Oversee training, quality assurance, enablement programs, documentation, and training materials • Partner cross-functionally with Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology • Influence service design, billing system enhancements, and operational readiness • Ensure compliance with HIPAA, federal and state billing and consumer protection regulations, company policies, and the Baylor Genetics Code of Conduct • Identify, mitigate, and report compliance risks • Perform other duties as assigned and comply with company policies and regulatory requirements

🎯 Requirements

• Bachelor’s degree in healthcare administration, business, finance, or a related field • 8+ years of progressive experience in Revenue Cycle Management, patient billing, or healthcare customer operations • 5+ years of people leadership experience leading managers or multiple teams, ideally in a call center or patient communications setting • No license or certification required • Ability to translate strategy into operational plans • Strong command of billing processes and contact center performance metrics • Strong data analysis and KPI management skills • Proven change management, process documentation, and cross-functional leadership experience • Working knowledge of HIPAA • Equivalent combination of education and experience may be considered • Master’s degree (e.g., MBA, MHA) preferred • Leadership experience in Revenue Cycle Management within a diagnostic, clinical laboratory, or genetic testing environment preferred • Preferred certifications include HFMA Certified Revenue Cycle Representative (CRCR), Certified Professional Biller (CPB), Lean/Six Sigma, project management (PMP), or customer experience • Must complete required HIPAA and privacy training • Must adhere to all confidentiality requirements

🏖️ Benefits

• Schedule flexibility may be required to support coverage, peak volumes, or business needs • Minimal travel (less than 10%); occasional in-person meetings or trainings • Equal opportunity and inclusive workplace • Application accommodations available through Human Resources

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