Jobs in the United States

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Added 13 mins ago
Sr. Demand Generation Associate, Life360 Ads
Life360
Remote, United States
…or click to a sales conversation: website and landing-page operations, search, lead capture and routing, and email and LinkedIn campaign delivery. You'll partner with the Content Manager,…
Added 21 mins ago
UO
Academic Business Officer
University of California, Santa Barbara
CA
- $136,600 to $267,600 USD / year
…independent leadership in the management of a broad range of complex operations including budget, teaching, academic and staff personnel issues, building and facilities, outreach,…
Added 21 mins ago
PC
Community Health Worker Program Manager
Pima County
Tucson, AZ
- $72,009 to $100,817 USD / year
The Community Health Worker Program Manager will oversee CHW workforce expansion, including strategies to recruit, deploy, and support CHW's in rural and underserved communities; coordinate…
Added 23 mins ago
TL
Senior Payroll Analyst
TransUnion LLC
Chicago, IL · Boca Raton, FL
- $62,000 to $90,000 USD / year
…part of Global Payroll. This role reports to Senior Payroll…
Added 25 mins ago
Head - Technology Portfolio Management, Transaction Banking & Payments, TD Securities
TD Securities (USA) LLC
NY
…operates portfolio governance and controls; and leads senior program and project management talent. The current portfolio scale is approximately $235 million for 2026, with a similar level…
Added 34 mins ago
CO
Project Manager (Capital Delivery Services)
City of Austin
United States
- $89,880 to $115,100 USD / year
Manages the performance of professional staff in work involving organizational structure review and operations research and related work reviewing departments, divisions, and programs.
Added 44 mins ago
DE
Consulting Intern (Rail and Transportation)
DB E.C.O. North America
NY
- $25 to $30 USD / hour
Research or work experience in strategic rail planning, operations planning, or route management
Added 44 mins ago
DE
Consulting Intern (Rail and Transportation)
DB E.C.O. North America
Chicago, IL
- $25 to $30 USD / hour
Research or work experience in strategic rail planning, operations planning, or route management
Added 44 mins ago
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Consulting Intern (Rail and Transportation)
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- $25 to $30 USD / hour
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Added 45 mins ago
Senior Project Manager
UCSF
San Francisco, CA
Under the general direction of the Director, Health Major Capital Sr. Project Manager (Sr. PM) is accountable for project management services to ensure design and construction projects are…
Added 45 mins ago
Senior Project Manager
UCSF
San Francisco, CA
UCSF Real Estate is an integrated unit that enables the alignment of development, planning, design, construction, and management of facilities and a lease portfolio of 1 million square feet…
Added 45 mins ago
RR
HAZARD MITIGATION TECHNICIAN
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Loleta, CA
- $20.88 to $27.24 USD / hour
POSITION SUMMARY: The Hazard Mitigation Technician supports the Emergency Services Manager in moving the Tribe’s mitigation and preparedness work from planning into implementation -…
Added 45 mins ago
MA
Retail Operations: Strategy & Innovation Manager
Manufacturers and Traders Trust Co
Boston, MA
- $149,600 to $249,400 USD / year
The Senior Manager, Retail Operations Strategy, Innovation & Transformation is responsible for advancing the Retail Operations operating model by identifying future-state capabilities,…
Added 51 mins ago
Manager, Business Strategy and Operations
SquareTrade
Remote, United States
As Manager, Business Strategy and Operations, you will sit at the center of those questions. You will turn customer needs, market shifts, and business realities into strategies and…
Added 53 mins ago
Manager, IT Operations(Biologics)
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Vandalia, OH
Added 56 mins ago
T
Architect
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Hanover, MD
- $156,000 to $234,000 USD / year
…enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and…
Added 57 mins ago
JD
Administrative Services Intern - Summer 2027
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- From $22 USD / hour
…of Native communities. In addition to the MacArthur Fellows Program and the global 100&Change competition, the Foundation continues its historic commitments to the role of journalism in a…
Added 59 mins ago
TH
Manager, Healthcare Analytics
Twin Health
NY
- $140,000 to $155,000 USD / year
As Manager, Healthcare Analytics, you’ll work at the intersection of causal inference, messy real-world claims data, and client-facing communication. You’ll own analyses from end to end,…
Added 59 mins ago
Manager, Medical Group Optimization, Valuation Healthcare Consulting
ECG Management Consultants
Chicago, IL · Atlanta, GA · Boston, MA · Irving, TX · Minneapolis, MN · San Diego, CA · Arlington, VA
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Added 1 hour ago
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TX · IN · CA · NC
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Added 1 hour ago
AI Data Program Manager, Marcom
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Marcom is building an enterprise AI-powered intelligence platform that makes consumer research, analytics, and marketing insights actionable and accessible across global teams. The group…
Added 1 hour ago
Design Technology Project Manager
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…individual will champion digital transformation, data-driven design, and the integration of AI into project delivery and business operations. The role also leads and develops the Design…
Added 1 hour ago
Principal Social Media Manager
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Added 1 hour ago
Director, Animal Resources
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Covington, LA
Advanced knowledge of organizational operations, human resources management, fiscal planning, and strategic procurement, including budgeting, workforce design, and change management in a…
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Mechanical Engineer
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Five or more years of relevant engineering experience in forensic engineering, safety, mechanical design, facilities, industrial operations, accident investigation, or a related field.

Baylor Genetics

Manager Customer Experience, Post-Test Support & Billing

Remote, United States

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Job details

Posting language: English
Posted: Oct 28, 2026

Original job description

JOB SUMMARY

The Manager, Customer Experience, Post-Test Support & Billing owns the strategy, roadmap and improvement portfolio for the patient and provider journey after result finalization. This 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, so the ability to influence senior leaders and drive outcomes across functions is essential.

VALUE STREAM SCOPE

This role owns the customer experience improvement portfolio for 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. 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.

KEY RESPONSIBILITIES

Own the Post-Test Support & Billing value-stream strategy, roadmap and improvement portfolio, beginning when a result is finalized and ready for delivery and ending when the patient’s or provider’s post-test access, support and financial needs have been addressed.
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; gather and 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 value-stream 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 value-stream 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 Post-Test Support & Billing 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; Revenue Cycle Management retains pricing, financial assistance, payment and account-resolution decisions, while clinical teams retain result interpretation and clinical guidance.
Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures and applicable regulatory requirements.

QUALIFICATIONS

Education

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.

Experience and Skills

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.

Preferred Qualifications

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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Frequently required to sit.
Frequently required to stand.
Frequently required to utilize hand and finger dexterity.
Frequently required to talk or hear.
Frequently required to utilize visual acuity to operate equipment, read technical information and/or use a keyboard.
Standard remote or office work environment with prolonged periods of computer and video-conference work.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.

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Skills

Customer experience
Workflow
Research
Prioritization
Program management
Process improvement
Communication skills
Change management
Organizational skills

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