Partner Billing Service Manager

Asher Med•Plano, TX

5d•$65,000 - $75,000•Onsite

About The Position

The Partner Service Manager at Asher Med will lead and optimize both Partner Support and Billing Support functions to ensure a seamless, high-quality experience for partners and their patients. This role is responsible for driving operational excellence across support channels, resolving billing complexities, and building scalable systems that improve response time, accuracy, and satisfaction. This individual will act as a key bridge between Patient Success, Finance, and Operations, ensuring that billing processes and partner support workflows are efficient, compliant, and aligned with Asher Med’s patient-first philosophy.

Requirements

5+ years in Customer Support, Billing Operations, or similar roles (preferably in healthcare, telehealth, or pharmacy)
2+ years in a management or team lead capacity
Experience with billing systems, payments, and dispute resolution
Strong understanding of support platforms (e.g., Zendesk or similar)
Data-driven mindset with experience using metrics to drive decisions
Excellent communication and problem-solving skills
Ability to operate in a fast-paced, high-growth startup environment

Nice To Haves

Experience in telehealth, pharmacy, or healthcare operations
Familiarity with insurance, cash-pay models, or subscription billing
Experience building support teams and processes from early-stage to scale
Exposure to compliance and regulatory considerations in healthcare

Responsibilities

Manage and develop the Partner Support Team (chat, email, phone, SMS)
Establish SLAs, KPIs, and QA processes to ensure timely and high-quality responses
Act as escalation point for complex partner issues and service failures
Drive continuous improvement in partner experience and satisfaction
Build training programs and playbooks for consistent support delivery
Oversee all billing-related inquiries including charges, refunds, disputes, and reconciliation
Ensure accurate and timely resolution of billing issues across partners and patients
Partner with Finance to maintain billing integrity and reporting accuracy
Identify trends in billing errors or friction and implement corrective actions
Own and refine billing workflows, policies, and escalation pathways
Work closely with Product and Engineering to improve support tools (Zendesk, admin portal, automation)
Collaborate with Operations on order flow, pharmacy coordination, and issue resolution
Partner with Compliance to ensure billing practices meet regulatory requirements
Align with leadership on reporting, insights, and strategic improvements
Build scalable systems for ticket management, categorization, and resolution tracking
Implement automation and self-service tools to reduce ticket volume
Analyze support and billing data to identify inefficiencies and opportunities
Continuously improve workflows to reduce turnaround time and manual effort
Track and report on key metrics (CSAT, first response time, resolution time, billing accuracy)
Develop dashboards to provide visibility into team performance and trends
Hold team accountable to performance goals and coach for improvement