AD Billing Customer Support

Baylor Genetics•,

12h

About The Position

The Associate Director, Billing Customer Support provides strategic and operational leadership for patient- and client-facing billing support within Revenue Cycle Management. The role oversees the billing contact center, escalated inquiries and complaints, regulatory responses, and billing communications, bringing billing operations and customer support together in a scalable service model. The Associate Director leads Managers and Supervisors and is accountable for delivering accurate, compliant, and compassionate billing experiences while improving efficiency and revenue outcomes. The role partners with Revenue Cycle Management, Client Services, Compliance, Finance, Quality, Analytics, and Technology leaders to translate organizational priorities into measurable results. Success includes meeting or exceeding service-level, first-contact resolution, quality, and patient satisfaction targets; resolving escalations, complaints, and regulatory inquiries within required timelines; maintaining clear and consistent billing communications; and developing leaders who are prepared for succession. The role may evolve as organizational needs change. The work environment is described as a standard office or remote home-office environment. The posting lists the location as “[Onsite / Hybrid / Remote]” and does not specify which arrangement applies. The role involves regular access to protected health and patient financial information, and requires completion of HIPAA and privacy training and adherence to confidentiality requirements. Travel is minimal, less than 10%, with occasional in-person meetings or trainings.

Requirements

Bachelor’s degree in healthcare administration, business, finance, or a related field; an equivalent combination of education and experience may be considered.
At least 8 years of progressive experience in Revenue Cycle Management, patient billing, or healthcare customer operations.
At least 5 years of people leadership experience leading managers or multiple teams, ideally in a call center or patient communications setting.
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.
No license or certification is required.
Regular access to protected health information and patient financial information; completion of required HIPAA and privacy training and adherence to confidentiality requirements.
Prolonged periods of sitting and working at a computer, with frequent use of a phone, headset, video conferencing, and keyboard.

Nice To Haves

Master’s degree, such as an MBA or 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.

Responsibilities

Set the vision, strategy, and annual operating plan for billing customer support in alignment with Revenue Cycle Management and organizational goals.
Integrate billing operations and customer support workflows into a single service model to reduce handoffs and improve first-contact resolution.
Lead complex initiatives affecting billing workflows, systems, and service channels, such as self-service payment options, IVR, and omnichannel enhancements, from planning through adoption.
Own performance outcomes for billing support, including service levels, average speed of answer, abandonment rate, first-contact resolution, quality scores, and patient satisfaction.
Partner with Revenue Cycle Management leadership to forecast billing contact volume and align staffing models, schedules, and coverage to demand.
Establish KPI dashboards and analyze trends, root causes, and customer insights to produce measurable improvements in efficiency, accuracy, and cash outcomes.
Serve as the senior escalation point for complex billing inquiries, disputes, and complaints from patients, providers, and clients.
Oversee timely and compliant resolution of Department of Insurance, Better Business Bureau, and other external complaints with Compliance and internal stakeholders.
Set standards for clear, patient-friendly billing communications, including notification templates, process overviews, and client-facing resources.
Lead, coach, and develop Managers and emerging leaders, and build succession readiness and bench strength across the function.
Oversee training, quality assurance, and enablement programs, ensuring documentation and training materials, including visual content, remain current and effective.
Foster a culture of accountability, collaboration, and continuous improvement.
Act as the key billing support stakeholder for cross-functional initiatives with Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology.
Influence decisions on service design, billing system enhancements, and operational readiness to improve the patient and client experience.
Ensure the team complies with HIPAA, applicable federal and state billing and consumer protection regulations, company policies, and the Baylor Genetics Code of Conduct.
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.