Manager Customer Experience, Post-Test Support & Billing

Baylor Genetics•,

11d

About The Position

The Manager, Customer Experience, Post-Test Support & Billing owns the strategy, roadmap and improvement portfolio for the patient and provider journey after result finalization. The role prioritizes improvements using customer, operational and business outcomes and serves as the business owner for customer experience requirements related to report delivery and access, non-clinical post-test support and next-step guidance, billing communications, financial assistance, payment experience, issue resolution and related handoffs. The Manager partners with the patient and provider Journey Directors and works across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities, investments and implementation. This is an individual-contributor leadership role with no direct reports; influencing senior leaders and driving outcomes across functions are essential. The value stream begins when a result is finalized and ready for delivery and ends when the patient’s or provider’s post-test access, support and financial needs have been addressed. Revenue Cycle Management retains pricing, financial assistance, payment and account-resolution decisions, while clinical teams retain result interpretation and clinical guidance.

Requirements

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.
Demonstrated 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.
Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority.
Demonstrated ability to translate customer and business needs into clear 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, with the ability to manage multiple priorities and complex dependencies.

Nice To Haves

Experience with patient-facing or provider-facing healthcare, diagnostic or laboratory workflows, including report delivery or access and post-test support.
Experience with revenue cycle, patient billing, financial assistance, payment experience or related financial workflows.
Experience partnering with Technology or digital product teams to translate patient and provider needs into business requirements, user stories or implementation initiatives that improve the customer experience.

Responsibilities

Own the Post-Test Support & Billing value-stream strategy, roadmap and improvement portfolio.
Partner with the patient and provider Journey Directors to align the value-stream roadmap with end-to-end journey strategies, priorities and intended outcomes.
Prioritize initiatives across report delivery and access, non-clinical post-test education and support, non-clinical next-step guidance, billing communications, financial assistance, payment experience and issue resolution based on customer need, operational performance, business outcomes, risk, dependencies and available capacity.
Serve as the business owner for customer experience requirements and improvements; translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria with Technology, digital product and functional partners.
Drive cross-functional alignment on priorities, investments, sequencing, decisions, ownership and handoffs across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing.
Partner with the CX Research & Measurement Lead to establish success measures, use customer research, Voice of Customer feedback and operational data to identify opportunities, and monitor progress toward strategic outcomes.
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, identify issues early, and adjust or escalate the roadmap when delivery, experience or business goals are at risk.
Work within clinical, legal, compliance, privacy and operational boundaries.
Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures and applicable regulatory requirements.