Billing Support Coordinator

Baylor Genetics•,

2d•Remote

About The Position

The Billing Customer Support Coordinator is part of the Client Services organization and serves as a primary point of contact for patients and healthcare providers with questions about billing, insurance coverage, and payments related to genetic testing. The coordinator resolves billing inquiries accurately and empathetically, explains financial responsibilities and payment options clearly, and works with Revenue Cycle Management, laboratory, and commercial teams to provide a seamless customer experience. Success is measured by timely and accurate issue resolution, adherence to service level agreements, and customer satisfaction. The role may evolve as organizational needs change. The position is remote. It involves prolonged periods of sitting and working at a computer and on the phone. The home office must have a reliable, secure, and private internet connection suitable for handling protected health information. Minimal travel may be requested for training or team meetings.

Requirements

Associate’s or Bachelor’s degree in Healthcare Administration, Business, or a related field.
At least 3 years of experience in customer-facing support, patient billing, or a healthcare revenue cycle role.
Working knowledge of healthcare billing processes, insurance coverage, and payment protocols.
Proficiency with Salesforce or a similar CRM, healthcare billing software, and Microsoft Office.
Ability to manage multiple accounts and inquiries simultaneously while maintaining high-quality standards.
Clear communication of complex billing and insurance information; customer focus and empathy in sensitive financial conversations; strong problem-solving and issue-resolution skills; attention to detail and accurate documentation; and organization and prioritization across multiple accounts.

Nice To Haves

Bachelor’s degree in Healthcare Administration, Business, or a related field.
3–5 years of experience in a healthcare, genetics, or laboratory setting, focused on patient billing, revenue cycle, or client support.
Familiarity with genetic testing procedures and terminology, and with ICD-10, CPT, and HCPCS coding.

Responsibilities

Serve as a primary contact for patients and healthcare providers, responding to billing, insurance, and payment inquiries by phone and email.
Investigate and resolve billing discrepancies, statement issues, and unpaid balances; escalate complex issues to management when necessary to support first-contact resolution.
Explain charges, insurance coverage, out-of-pocket costs, payment plans, financial assistance options, and relevant testing workflows and timelines.
Clarify claim status with insurers and internal teams, monitor outstanding accounts, and initiate and manage payment arrangements.
Document customer interactions, case updates, resolutions, and payment arrangements in Salesforce and billing systems; report recurring concerns and trends to leadership.
Collaborate with Revenue Cycle Management, Client Services, laboratory, and commercial teams to resolve client concerns and facilitate smooth client experiences.
Follow HIPAA, payer policies, and internal procedures; identify and report customer complaints in accordance with regulatory requirements and work with Quality Assurance on timely resolution.
Meet or exceed performance metrics and service level agreements, and relay client feedback and service patterns to support continuous improvement.
Perform other duties as assigned to support team and organizational objectives.
Comply with company policies, procedures, and applicable regulatory requirements.