Billing Support Operations Manager

About the role

We are in search of a proactive and flexible leader to steer our Billing Support team during a significant phase of growth and transformation. This position is ideal for an individual who excels at developing and refining processes in a fast-paced environment, with a strong emphasis on improving operational efficiency and fostering collaboration across various departments.

Key facts

What you'll do

• Spearhead initiatives to enhance billing support operations by optimizing workflows and improving performance metrics.
• Conduct thorough analyses of operational data to pinpoint the underlying causes of issues and provide actionable insights to leadership.
• Partner with internal teams such as Finance Operations (FinOps) and Engineering Product Development (EPD), along with external Business Process Outsourcing (BPO) partners, to ensure cohesive alignment and boost overall performance.
• Design and execute scalable processes that can accommodate an increasing volume of billing inquiries efficiently.
• Mentor and lead a team, promoting their growth and performance in a constantly evolving work environment.
• Establish and monitor key performance indicators (KPIs) to assess team effectiveness and operational success.
• Facilitate regular training sessions to enhance team skills and knowledge regarding billing processes and customer support best practices.
• Engage in strategic planning sessions to align departmental goals with broader company objectives and ensure the team is equipped to meet future challenges.

Requirements

• A minimum of 5 years of experience in customer support, particularly in high-volume ticketing or regulated sectors.
• At least 3 years of experience in a managerial role, successfully leading teams through periods of uncertainty or performance challenges, specifically in billing support, healthcare operations, revenue cycle management, or customer service.
• Proven expertise in process mapping, defining key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handle Time, First Touch Resolution, Quality Assurance (QA), and Call Abandon Rates, along with creating scalable workflows for enhanced efficiency and quality.
• Strong proficiency in utilizing or developing dashboards using tools like Google Sheets, Excel, Looker, PowerBI, or Tableau for metric analysis, root cause identification, and effective communication of findings to senior management.
• Experience in influencing and collaborating with cross-functional teams, especially in scenarios where roles and responsibilities may overlap or be ambiguous.
• Demonstrated resilience and adaptability in dynamic, fast-paced environments, with the capability to handle emotionally charged customer interactions effectively.

Nice to have

• An Associate's Degree or higher, or equivalent practical experience in a relevant field.
• Background in medical billing support, covering areas such as benefits verification, coding, claims processing, and revenue cycle management.
• Familiarity with multi-channel support environments, including phone, email, and chat communication.
• Strong understanding of Customer Relationship Management (CRM) systems like Zendesk, Salesforce, or JIRA.

Skills & tools

• Process mapping and workflow optimization
• Definition and analysis of performance metrics
• Dashboard creation and data analysis (Google Sheets, Excel, Looker, PowerBI, Tableau)
• Cross-functional collaboration and influence
• Proficiency in CRM systems (Zendesk, Salesforce, JIRA)
• Knowledge of medical billing processes (preferred)

Practical notes

• This position is fully remote, available to candidates within the United States, excluding Hawaii.
• The benefits package includes comprehensive health insurance (medical, dental, and vision), life and disability coverage, flexible spending accounts (FSA/HSA), a 401(k) retirement plan, generous paid time off including company-wide shutdown weeks, paid parental leave, and access to an Employee Assistance Program.
• Employees are provided with a quarterly stipend for departmental expenses, a home office setup stipend for new hires, and monthly stipends of $50 for internet or cell phone costs, as well as a $50 wellness stipend.
• We encourage applications from all qualified candidates, even if they do not meet every preferred qualification listed.