Billing Support Operations Manager (Remote)

Rula-posted 9 months ago

Full-time

Los Angeles, CA

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At Rula, we are seeking a Billing Support Operations Manager to manage and expand Rula’s Central Support team. This person will be responsible for leading our Tier 3 Billing Support Specialists and our offshore Tier 1 Billing agents in providing an effortless billing and user experience as our services continue to evolve in the pursuit of our mission. This person will leverage their communication, operations, and data analysis skills to exceed KPIs/SLAs, build out processes for scale, and partner cross-functionally across the organization to improve our user experience. This role will be vitally important in the growth and scalability of Rula. We act with camaraderie, support, and a sense of urgency.

4+ years of medical billing support, including experience with verification of benefits process, coding, insurance claims and billing processing, follow-up, revenue cycle management
3+ years of leadership (managing billing support or similar teams)
Experience collecting, analyzing, and using survey data to understand and improve CSAT/DSAT
Experience with process mapping, performance metrics, and process optimization
Experience leveraging data to inform decisions
Experience collaborating successfully with cross-functional partners
Experience building processes and developing workflows independently

Associate or Bachelor’s Degree, or equivalent experience
Start-up experience
Experience working directly with patient populations or in healthcare and with a strong understanding of patient needs
Knowledge of the healthcare insurance industry and access/billing challenges
Experience with multi-channel support teams (phone, email, chat)
Experience using data analysis tools such as Google Sheets, Looker, Zendesk Explore
Strong knowledge of CRM systems and tools to enable support teams

100% remote work environment: Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States
Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA
401(k) plan access: Start saving for your future
Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees)
Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering
Employee Assistance Program (EAP): Support for your mental and physical health
New hire home office stipend: Set up your workspace for success
Quarterly department stipend: Fund team-building activities or in-person gatherings
Wellness events and lunch & learns: Explore a variety of engaging topics
Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
Discounted programs: Fetch, SmartSpend, Ladder, SoFi

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Billing Support Operations Manager (Remote)

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