AD Billing Customer Support

JOB SUMMARY

The Associate Director, Billing Customer Support provides strategic and operational leadership for all patient- and client-facing billing support within Revenue Cycle Management, including the billing contact center, escalated inquiries and complaints, regulatory responses, and billing communications. This role brings billing operations and customer support together into one scalable service model, leading Managers and Supervisors to deliver accurate, compliant, and compassionate billing experiences while improving efficiency and revenue outcomes. The Associate Director partners with RCM, Client Services, Compliance, Finance, and Technology leaders to translate organizational priorities into measurable results. This role may evolve as organizational needs change.

• Purpose: Unify billing and customer support into a strategic, data-driven function that resolves patient and client billing questions accurately, quickly, and in compliance with regulatory requirements.

• Impact: Patients, providers, and clients; Billing Customer Support Managers, Supervisors, and their teams; RCM leadership and cross-functional partners across Client Services, Compliance, Finance, Quality, Analytics, and Technology.

• Success: Billing support consistently meets or exceeds service-level, first-contact resolution, quality, and patient satisfaction targets; escalations, complaints, and regulatory inquiries decline and are resolved within required timelines; billing communications are clear and consistent; and leaders are developed and succession-ready.

• Supervision: Leads Managers, Supervisors, and their teams across billing customer support; accountable for the end-to-end billing support experience.

KEY RESPONSIBILITIES

• Strategic Leadership

o Set the vision, strategy, and annual operating plan for billing customer support in alignment with Revenue Cycle Management and organizational goals.

o Integrate billing operations and customer support workflows into a single service model that reduces handoffs and improves first-contact resolution.

o Lead complex initiatives affecting billing workflows, systems, and service channels (e.g., self-service payment options, IVR and omnichannel enhancements) from planning through adoption.

• Operational Excellence & Performance

o Own performance outcomes for billing support, including service levels, average speed of answer, abandonment rate, first-contact resolution, quality scores, and patient satisfaction.

o Partner with RCM leadership to forecast billing contact volume and align staffing models, schedules, and coverage to demand.

o Establish KPI dashboards and analyze trends, root causes, and customer insights to deliver measurable improvements in efficiency, accuracy, and cash outcomes.

• Customer Experience & Escalation Management

o Serve as the senior escalation point for complex billing inquiries, disputes, and complaints from patients, providers, and clients.

o Oversee timely, compliant resolution of Department of Insurance (DOI), Better Business Bureau (BBB), and other external complaints in partnership with Compliance and internal stakeholders.

o Set standards for clear, patient-friendly billing communications, including notification templates, process overviews, and client-facing resources.

• Leadership & Talent Development

o Lead, coach, and develop Managers and emerging leaders; build succession readiness and bench strength across the function.

o Oversee training, quality assurance, and enablement programs, ensuring documentation and training materials (including visual content) remain current and effective.

o Foster a culture of accountability, collaboration, and continuous improvement.

• Cross-Functional Collaboration

o Act as the key billing support stakeholder for cross-functional initiatives with Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology.

o Influence decisions on service design, billing system enhancements, and operational readiness to improve the patient and client experience.

• Compliance & Risk Management

o Ensure the team complies with HIPAA, applicable federal and state billing and consumer protection regulations, company policies, and the Baylor Genetics Code of Conduct.

o Identify, mitigate, and report compliance risks and concerns within billing support operations.

• Perform other duties as assigned to support team and organizational objectives.

• Comply with all company policies, procedures, and applicable regulatory requirements.

QUALIFICATIONS

Required

• 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, including 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

• Demonstrated 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.

Preferred:

• Master’s degree (e.g., MBA, MHA)

• Leadership experience in Revenue Cycle Management within a diagnostic, clinical laboratory, or genetic testing environment

• Certification such as HFMA Certified Revenue Cycle Representative (CRCR), Certified Professional Biller (CPB), Lean/Six Sigma, project management (PMP), or customer experience

COMPETENCIES

• Strategic Thinking – Connects billing and support operations to revenue and patient experience goals

• Results Oriented – Owns outcomes across service quality, efficiency, and financial performance

• Customer Focus & Communication – Translates complex billing topics into clear, patient-friendly language

• Data-Driven Decision Making – Uses KPIs and trend analysis to make sound, timely decisions

• Talent Development & Succession Planning – Builds leaders and bench strength

• Change Management – Leads people and processes through change to adoption

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: [Onsite / Hybrid / Remote]

• Physical demands: Prolonged periods of sitting and working at a computer; frequent use of phone, headset, video conferencing, and keyboard

• Work environment: Standard office or remote home-office environment; schedule flexibility may be required to support coverage, peak volumes, or business needs

• Travel Requirements: Minimal (less than 10%); occasional in-person meetings or trainings

• Special conditions: Regular access to protected health information (PHI) and patient financial information; must complete required HIPAA and privacy training and adhere to all confidentiality requirements

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.

Note to Recruiters:

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.