Associate Director, Billing Customer Support
New
B
Baylor GeneticsHealthcare billing
Source API remote eligibility restrictions: United StatesFull-TimeDirector
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years of progressive experience in Revenue Cycle Management, patient billing, or healthcare customer operations, including 5+ years of people leadership experience leading managers or multiple teams
- Required Skills
- Data AnalysisCross-functional Team LeadershipChange ManagementHIPAA
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.
- Experience in a call center or patient communications setting is preferred.
- Ability to translate strategy into operational plans.
- Strong command of billing processes and contact center performance metrics.
- Strong data analysis and KPI management skills.
- Experience with change management, process documentation, and cross-functional leadership.
- Working knowledge of HIPAA.
- A master’s degree, relevant certifications, or leadership experience in diagnostic, clinical laboratory, or genetic testing environments is preferred.
Responsibilities
- 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 initiatives affecting billing workflows, systems, and service channels from planning through adoption.
- Own billing support performance outcomes, including service levels, first-contact resolution, quality, and patient satisfaction.
- Partner with RCM leadership to forecast contact volume and align staffing, schedules, and coverage.
- Establish KPI dashboards and analyze trends, root causes, and customer insights.
- Serve as the senior escalation point for complex billing inquiries, disputes, and complaints.
- Oversee compliant resolution of external complaints, including Department of Insurance and Better Business Bureau complaints.
- Lead and develop managers and emerging leaders; oversee training, quality assurance, and enablement programs.
- Partner across Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology on service design and operational readiness.
View Full Description & ApplyYou'll be redirected to the employer's site
