[Hiring] Manager Customer Experience, Post-Test Support & Billing @Baylor Genetics

Role Description

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

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.

Qualifications

• 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.
• 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.

Requirements

• 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.

Company Description

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.