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Added 1 min ago
B
Deli/Bakery Associate (Full Time)
BUSCHS
West Bloomfield, MI
- $16.5 USD / hour
- Full-time
Proficient cleaning abilities to meet sanitation and visual standards
Added 3 mins ago
Temporary Floral Manager
Albertsons Companies
WATERBURY, VT · Waterbury, VT
Floral design, production, and visual merchandising execution
Added 3 mins ago
PB
Sales Lead, Albertville Premium Outlets
Premium Brands Opco LLC
Albertville Premium Outlets-ANN-Albertville, MN
- $13.2 to $16.4 USD / hour
…have a direct impact on both the customer experience and the associate experience. You'll collaborate with the Store Manager to become an expert on store functions, so you are ready to step…
Added 3 mins ago
Sales Associate, Houston Premium Outlet
Premium Brands Opco LLC
Store 2913-Houston Premium Outlets-ANN-Cypress, TX
As a Sales Associate, you are the ultimate brand ambassador. You create authentic connections with customers and guide their shopping journey by offering personalized styling…
Added 3 mins ago
Sales Associate P/T The Shops at La Cantera
Premium Brands Opco LLC
Store 2549-The Shops at La Cantera-ANN-San Antonio, TX
As a Sales Associate, you are the ultimate brand ambassador. You create authentic connections with customers and guide their shopping journey by offering personalized styling…
Added 3 mins ago
Sales Associate
Premium Brands Opco LLC
Store 1644-Plymouth Meeting Mall-ANN-Plymouth Meeting, PA
As a Sales Associate, you are the ultimate brand ambassador. You create authentic connections with customers and guide their shopping journey by offering personalized styling…
Added 3 mins ago
Sales Lead
Premium Brands Opco LLC
Store 1556-Bridge Street Town Center-ANN-Huntsville, AL
…have a direct impact on both the customer experience and the associate experience. You'll collaborate with the Store Manager to become an expert on store functions, so you are ready to step…
Added 3 mins ago
Sales Associate
Premium Brands Opco LLC
Store 1491-North Towne Plaza-ANN-Albuquerque, NM
As a Sales Associate, you are the ultimate brand ambassador. You create authentic connections with customers and guide their shopping journey by offering personalized styling…
Added 3 mins ago
PB
Sales Associate
Premium Brands Opco LLC
Store 1244-Seattle Collections-ANN-Auburn, WA
- $17.13 to $21.4 USD / hour
As a Sales Associate, you are the ultimate brand ambassador. You create authentic connections with customers and guide their shopping journey by offering personalized styling…
Added 3 mins ago
PB
Sales Lead, Bellevue Square
Premium Brands Opco LLC
Store 1139-Bellevue Square-ANN-Bellevue, WA
- $18.13 to $22.65 USD / hour
…have a direct impact on both the customer experience and the associate experience. You'll collaborate with the Store Manager to become an expert on store functions, so you are ready to step…
Added 4 mins ago
A
Patient Care Technician- 4 Meadows, Part-Time Days
AtlantiCare
Galloway, NJ
- Part-time
…communicates observations and data collection to the Clinical Associate. This position also collects test specimens as directed according to established procedures and documents patient…
Added 4 mins ago
A
Patient Care Technician- 3 Pines, Part-Time Days
AtlantiCare
Pomona, NJ
- Part-time
…communicates observations and data collection to the Clinical Associate. This position also collects test specimens as directed according to established procedures and documents patient…
Added 4 mins ago
A
Patient Care Technician - 3 Pines, Part-Time Days
AtlantiCare
Pomona, NJ
- Part-time
…communicates observations and data collection to the Clinical Associate. This position also collects test specimens as directed according to established procedures and documents patient…
Added 4 mins ago
Psychiatric Associate - Adult Inpatient Mental Health
Fairview Health Services
Minneapolis, MN
Fairview is looking for a Psychiatric Associate to join our outstanding Adult Inpatient Mental Health unit 32!
Added 4 mins ago
Psychiatric Associate - Emergency Room
Fairview Health Services
Minneapolis, MN
We at Fairview are looking for a dedicated Psychiatric Associate to join the hardworking Emergency Room Riverside side location on the University of Minnesota Campus!
Added 4 mins ago
Psychiatric Associate - Emergency Room
Fairview Health Services
Minneapolis, MN
We at Fairview are looking for a dedicated Psychiatric Associate to join the hardworking Emergency Room Riverside side location on the University of Minnesota Campus!
Added 5 mins ago
Assistant Manager Trainee
Sherwin-Williams
Ponderay, ID
Maintain outstanding store condition and visual merchandising standards, including promotional packages and sales floor displays
Added 6 mins ago
Patient Coordiantor
Stanton Optical
Gresham, OR
…medical history, complete noncontact tonometry auto refraction, visual acuity, color test, stereopsis test, amsler grid test,…
Added 8 mins ago
UF
Retail Sales Associate PT
US Foods
Everett, WA
- $20.77 USD / hour
The CHEF’STORE Sales Associate helps maintain an atmosphere of superior customer service, promoting the US Foods strategy: Great Food, Made Easy. We rely on our team to promote and…
Added 8 mins ago
UF
Retail Sales Associate Flex
US Foods
Bend, OR
- $21.58 USD / hour
We are looking for a Retail Sales Associate, Flex who relishes the chance to push their potential, grow, and reap the rewards of joining the CHEF’STORE family.
Added 8 mins ago
UF
Department Lead
US Foods
Roanoke, VA
- $18.46 USD / hour
The CHEF’STORE Sales Associate helps maintain an atmosphere of superior customer service, promoting the US Foods strategy: Great Food, Made Easy. We rely on our team to promote and…
Added 8 mins ago
CG
PATIENT OBSERVATION (FULL AND PART TIME)
Compass Group
Round Rock, TX
- $16 to $18 USD / hour
- Part-time
Summary: Provides visual and audible observation of assigned patients under the direction of a Registered Nurse (RN) and unit manager.
Added 8 mins ago
LC
PT Sales Associate
LOVESAC COMPANY
Lees Summit, MO
- $16.5 to $18.36 USD / hour
As a Lovesac Sales Associate, you are energized by connecting with customers, delivering remark able results, and helping people design products that fit their lifestyle and space. You’re…
Added 8 mins ago
LC
PT Sales Associate
LOVESAC COMPANY
Atlanta, GA
- $15 to $16.5 USD / hour
As a Lovesac Sales Associate, you are energized by connecting with customers, delivering remark able results, and helping people design products that fit their lifestyle and space. You’re…
Added 8 mins ago
LC
PT Sales Associate
LOVESAC COMPANY
Omaha, NE
- $16.5 to $18.36 USD / hour
As a Lovesac Sales Associate, you are energized by connecting with customers, delivering remark able results, and helping people design products that fit their lifestyle and space. You’re…

Baylor Genetics

AD Billing Customer Support

Remote, United States

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Job details

Posting language: English
Posted: Nov 9, 2026

Original job description

JOB SUMMARY

The Associate Director, Billing Customer Support provides strategic and operational leadership for all patient- and client-facing billing support within Revenue Cycle Management, including the billing contact center, escalated inquiries and complaints, regulatory responses, and billing communications. This role brings billing operations and customer support together into one scalable service model, leading Managers and Supervisors to deliver accurate, compliant, and compassionate billing experiences while improving efficiency and revenue outcomes. The Associate Director partners with RCM, Client Services, Compliance, Finance, and Technology leaders to translate organizational priorities into measurable results. This role may evolve as organizational needs change.

Purpose: Unify billing and customer support into a strategic, data-driven function that resolves patient and client billing questions accurately, quickly, and in compliance with regulatory requirements.
Impact: Patients, providers, and clients; Billing Customer Support Managers, Supervisors, and their teams; RCM leadership and cross-functional partners across Client Services, Compliance, Finance, Quality, Analytics, and Technology.
Success: Billing support consistently meets or exceeds service-level, first-contact resolution, quality, and patient satisfaction targets; escalations, complaints, and regulatory inquiries decline and are resolved within required timelines; billing communications are clear and consistent; and leaders are developed and succession-ready.
Supervision: Leads Managers, Supervisors, and their teams across billing customer support; accountable for the end-to-end billing support experience.

KEY RESPONSIBILITIES

Strategic Leadership

o Set the vision, strategy, and annual operating plan for billing customer support in alignment with Revenue Cycle Management and organizational goals.

o Integrate billing operations and customer support workflows into a single service model that reduces handoffs and improves first-contact resolution.

o Lead complex initiatives affecting billing workflows, systems, and service channels (e.g., self-service payment options, IVR and omnichannel enhancements) from planning through adoption.

Operational Excellence & Performance

o Own performance outcomes for billing support, including service levels, average speed of answer, abandonment rate, first-contact resolution, quality scores, and patient satisfaction.

o Partner with RCM leadership to forecast billing contact volume and align staffing models, schedules, and coverage to demand.

o Establish KPI dashboards and analyze trends, root causes, and customer insights to deliver measurable improvements in efficiency, accuracy, and cash outcomes.

Customer Experience & Escalation Management

o Serve as the senior escalation point for complex billing inquiries, disputes, and complaints from patients, providers, and clients.

o Oversee timely, compliant resolution of Department of Insurance (DOI), Better Business Bureau (BBB), and other external complaints in partnership with Compliance and internal stakeholders.

o Set standards for clear, patient-friendly billing communications, including notification templates, process overviews, and client-facing resources.

Leadership & Talent Development

o Lead, coach, and develop Managers and emerging leaders; build succession readiness and bench strength across the function.

o Oversee training, quality assurance, and enablement programs, ensuring documentation and training materials (including visual content) remain current and effective.

o Foster a culture of accountability, collaboration, and continuous improvement.

Cross-Functional Collaboration

o Act as the key billing support stakeholder for cross-functional initiatives with Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology.

o Influence decisions on service design, billing system enhancements, and operational readiness to improve the patient and client experience.

Compliance & Risk Management

o Ensure the team complies with HIPAA, applicable federal and state billing and consumer protection regulations, company policies, and the Baylor Genetics Code of Conduct.

o Identify, mitigate, and report compliance risks and concerns within billing support operations.

Perform other duties as assigned to support team and organizational objectives.
Comply with all company policies, procedures, and applicable regulatory requirements.

QUALIFICATIONS

Required

Bachelor’s degree in healthcare administration, business, finance, or a related field
8+ years of progressive experience in Revenue Cycle Management, patient billing, or healthcare customer operations, including 5+ years of people leadership experience leading managers or multiple teams, ideally in a call center or patient communications setting
No license or certification required
Demonstrated ability to translate strategy into operational plans; strong command of billing processes and contact center performance metrics; strong data analysis and KPI management skills; proven change management, process documentation, and cross-functional leadership experience; working knowledge of HIPAA
Equivalent combination of education and experience may be considered.

Preferred:

Master’s degree (e.g., MBA, MHA)
Leadership experience in Revenue Cycle Management within a diagnostic, clinical laboratory, or genetic testing environment
Certification such as HFMA Certified Revenue Cycle Representative (CRCR), Certified Professional Biller (CPB), Lean/Six Sigma, project management (PMP), or customer experience

COMPETENCIES

Strategic Thinking – Connects billing and support operations to revenue and patient experience goals
Results Oriented – Owns outcomes across service quality, efficiency, and financial performance
Customer Focus & Communication – Translates complex billing topics into clear, patient-friendly language
Data-Driven Decision Making – Uses KPIs and trend analysis to make sound, timely decisions
Talent Development & Succession Planning – Builds leaders and bench strength
Change Management – Leads people and processes through change to adoption

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Location: [Onsite / Hybrid / Remote]
Physical demands: Prolonged periods of sitting and working at a computer; frequent use of phone, headset, video conferencing, and keyboard
Work environment: Standard office or remote home-office environment; schedule flexibility may be required to support coverage, peak volumes, or business needs
Travel Requirements: Minimal (less than 10%); occasional in-person meetings or trainings
Special conditions: Regular access to protected health information (PHI) and patient financial information; must complete required HIPAA and privacy training and adhere to all confidentiality requirements

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.

Note to Recruiters:

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.

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