Billing Customer Support

Baylor Genetics

. Set the vision, strategy, and annual operating plan for billing customer support .

Posted 11/9/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Revenue Cycle Management, patient billing processes, and compliance with HIPAA and consumer protection regulations. Proven ability to lead teams, analyze performance metrics, and implement operational strategies to enhance customer support and billing workflows.

Highest-signal resume keywords

Revenue Cycle ManagementBilling ProcessesKPI ManagementPeople LeadershipData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Billing OperationsContact Center Performance MetricsChange ManagementProcess DocumentationOperational Planning

Soft Skills

LeadershipCoachingCross-Functional CollaborationCommunicationProblem-Solving

Tools & Technologies

KPI DashboardsBilling SystemsCustomer Support Workflows

Certifications & Qualifications

HFMA Certified Revenue Cycle Representative (CRCR)Certified Professional Biller (CPB)Lean/Six SigmaProject Management (PMP)

Industry Keywords

Healthcare AdministrationPatient BillingComplianceQuality AssuranceCustomer Experience

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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