[Hiring] Billing Support Coordinator @Baylor Genetics

Role Description

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.

Qualifications

• 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.
• Preferred: 3–5 years of experience in a healthcare, genetics, or laboratory setting, with a focus on patient billing, revenue cycle, or client support.
• Preferred: Familiarity with genetic testing procedures and terminology, and with ICD-10, CPT, and HCPCS coding.

Requirements

• 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.

Company Description