Billing Support Coordinator

JOB SUMMARY

The Billing Customer Support Coordinator, part of the Client Services organization, serves as a primary point of contact for patients and healthcare providers with questions about billing, insurance coverage, and payments related to genetic testing. This role resolves billing inquiries with accuracy and empathy, explains financial responsibilities and payment options in clear terms, and partners with Revenue Cycle Management, laboratory, and commercial teams to deliver a seamless customer experience. Success is measured by timely and accurate issue resolution, adherence to service level agreements, and customer satisfaction. This role may evolve as organizational needs change.

KEY RESPONSIBILITIES

• Billing Customer Support: Serve as a primary point of contact for patients and healthcare providers responding to billing, insurance, and payment inquiries by phone and email with clarity, professionalism, and empathy.
• Issue Resolution: Investigate and resolve billing discrepancies, statement issues, and unpaid balances with urgency and accuracy, escalating complex issues to management when necessary to drive first-contact resolution.
• Patient & Client Education: Explain charges, insurance coverage, out-of-pocket costs, payment plans, and financial assistance options, as well as testing workflows and timelines that affect billing, so clients can make informed decisions.
• Insurance & Account Follow-up: Clarify claim status with insurers and internal teams, monitor outstanding accounts, and initiate and manage payment arrangements to ensure balances are resolved in a timely manner.
• Documentation & Reporting: Accurately document all customer interactions, case updates, resolutions, and payment arrangements in Salesforce and billing systems to ensure traceability and data integrity, and report recurring billing concerns and trends to leadership.
• Cross-Functional Collaboration: Partner with Revenue Cycle Management, Client Services, laboratory, and commercial teams to resolve client concerns efficiently and facilitate smooth client experiences.
• Compliance & Quality Assurance: Ensure all communications and billing practices comply with HIPAA, payer policies, and internal procedures; promptly identify and report customer complaints in accordance with regulatory requirements and collaborate with Quality Assurance to ensure timely resolution.
• Service Excellence & Continuous Improvement: Meet or exceed individual performance metrics and service level agreements (SLAs) defined by Client Services leadership, and relay client feedback and service patterns to support continuous improvement.
• Perform other duties as assigned to support team and organizational objectives.
• Comply with all company policies, procedures, and applicable regulatory requirements.

QUALIFICATIONS

Required

• Associate’s or Bachelor’s degree in Healthcare Administration, Business, or a related field.
• 3+ years of experience in a customer-facing support, patient billing, or healthcare revenue cycle role.
• Working knowledge of healthcare billing processes, insurance coverage, and payment protocols.
• Proficiency with Salesforce or a similar CRM, healthcare billing software, and Microsoft Office.
• Ability to manage multiple accounts and inquiries simultaneously while maintaining high-quality standards.

Preferred:

• Bachelor’s degree in Healthcare Administration, Business, or a related field.
• 3–5 years of experience in a healthcare, genetics, or laboratory setting, with a focus on patient billing, revenue cycle, or client support.
• Familiarity with genetic testing procedures and terminology, and with ICD-10, CPT, and HCPCS coding.

COMPETENCIES

• Clear communication of complex billing and insurance information
• Customer focus and empathy in sensitive financial conversations
• Strong problem-solving and issue resolution skills
• Attention to detail and accurate documentation
• Organization and prioritization across multiple accounts

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: Remote
• Physical demands: Prolonged periods of sitting and working at a computer and on the phone.
• Work environment: Home office with a reliable, secure, and private internet connection suitable for handling protected health information (PHI).
• Travel requirements: Minimal; occasional travel for training or team meetings may be requested.

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.