[Remote] Manager Customer Experience, Post-Test Support & Billing
Note: The job is a remote job and is open to candidates in USA. Baylor Genetics is hiring a Manager to own the strategy, roadmap, and improvement portfolio for the patient and provider experience after test results are finalized. The role drives cross-functional improvements in report delivery, post-test support, billing, financial assistance, payment experience, and issue resolution.
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
Skills
- 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
- 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
Benefits
- Remote work
Company Overview
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