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Manager, Customer Experience, Post-Test Support, Billing
Baylor Genetics. Own the Post-Test Support & Billing value-stream strategy, roadmap and improvement portfolio .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer journey strategies and improvement portfolios, with a strong focus on aligning cross-functional teams and driving strategic transformation in healthcare operations. Proficient in translating customer and business needs into actionable requirements and facilitating effective communication across stakeholders.
Highest-signal resume keywords
Customer Journey ManagementValue-Stream StrategyEnterprise Process ImprovementStakeholder AlignmentChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Requirements TranslationUser Stories DevelopmentWorkflow Process ChangesImplementation ActionsOperational Performance MonitoringSuccess Measures EstablishmentInitiative Performance EvaluationRisk ManagementPrioritization SkillsComplex Dependencies Management
Soft Skills
Written CommunicationVerbal CommunicationFacilitation SkillsOrganizational SkillsInfluencing Skills
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Healthcare OperationsPatient ExperienceProvider ExperienceRevenue Cycle ManagementFinancial AssistanceDiagnostic WorkflowsLaboratory WorkflowsCustomer ExperienceService DesignProject Management
About the role
Key responsibilities & impact- Own the Post-Test Support & Billing value-stream strategy, roadmap and improvement portfolio
- Improve the patient and provider journey after result finalization through report delivery and access, post-test support, next-step guidance, billing communications, financial assistance, payment experience and issue resolution
- Partner with patient and provider Journey Directors to align value-stream and end-to-end journey strategies
- Prioritize initiatives based on customer need, operational performance, business outcomes, risk, dependencies and capacity
- Translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria
- Drive cross-functional alignment across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing
- Establish success measures and use customer research, Voice of Customer feedback and operational data to identify opportunities
- Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation
- Manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness
- Represent the value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders
- Monitor initiative performance and customer outcomes, adjusting or escalating the roadmap when goals are at risk
- Work within clinical, legal, compliance, privacy and operational boundaries and follow Baylor Genetics policies and regulatory requirements
Requirements
What you’ll need- Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field
- Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline
- Experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio
- Experience 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
- Ability to translate customer and business needs into requirements, user stories, workflow or process changes, acceptance criteria and implementation actions
- Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills
- Ability to manage multiple priorities and complex dependencies
- Preferred: experience with patient-facing or provider-facing healthcare, diagnostic or laboratory workflows, including report delivery or access and post-test support
- Preferred: experience with revenue cycle, patient billing, financial assistance, payment experience or related financial workflows
- Preferred: experience partnering with Technology or digital product teams
- Standard remote or office work environment with prolonged periods of computer and video-conference work
Benefits
Comp & perks- Full-time employment
- Remote work arrangement
- Equal opportunity and inclusive, diverse workforce