Associate Director, Billing Customer Support

Job Summary

The Associate Director, Billing Customer Support provides strategic and operational leadership for all patient- and client-facing billing support within Revenue Cycle Management, including the billing contact center, escalated inquiries and complaints, regulatory responses, and billing communications. This role brings billing operations and customer support together into one scalable service model, leading Managers and Supervisors to deliver accurate, compliant, and compassionate billing experiences while improving efficiency and revenue outcomes.

Key Responsibilities

• Set the vision, strategy, and annual operating plan for billing customer support in alignment with Revenue Cycle Management and organizational goals.
• Integrate billing operations and customer support workflows into a single service model that reduces handoffs and improves first-contact resolution.
• Lead complex initiatives affecting billing workflows, systems, and service channels (e.g., self-service payment options, IVR and omnichannel enhancements) from planning through adoption.
• Own performance outcomes for billing support, including service levels, average speed of answer, abandonment rate, first-contact resolution, quality scores, and patient satisfaction.
• Partner with RCM leadership to forecast billing contact volume and align staffing models, schedules, and coverage to demand.
• Establish KPI dashboards and analyze trends, root causes, and customer insights to deliver measurable improvements in efficiency, accuracy, and cash outcomes.
• Serve as the senior escalation point for complex billing inquiries, disputes, and complaints from patients, providers, and clients.
• Oversee timely, compliant resolution of Department of Insurance (DOI), Better Business Bureau (BBB), and other external complaints in partnership with Compliance and internal stakeholders.
• Set standards for clear, patient-friendly billing communications, including notification templates, process overviews, and client-facing resources.
• Lead, coach, and develop Managers and emerging leaders; build succession readiness and bench strength across the function.
• Oversee training, quality assurance, and enablement programs, ensuring documentation and training materials remain current and effective.
• Act as the key billing support stakeholder for cross-functional initiatives with Client Services, Billing, Finance, Compliance, Quality, Analytics, and Technology.
• Ensure the team complies with HIPAA, applicable federal and state billing and consumer protection regulations, company policies, and the Baylor Genetics Code of Conduct.

Qualifications

Required: Bachelor's degree in healthcare administration, business, finance, or a related field; 8+ years of progressive experience in Revenue Cycle Management, patient billing, or healthcare customer operations, including 5+ years of people leadership experience leading managers or multiple teams, ideally in a call center or patient communications setting; demonstrated ability to translate strategy into operational plans; strong command of billing processes and contact center performance metrics; strong data analysis and KPI management skills; proven change management, process documentation, and cross-functional leadership experience; working knowledge of HIPAA.

Preferred: Master's degree (e.g., MBA, MHA); leadership experience in Revenue Cycle Management within a diagnostic, clinical laboratory, or genetic testing environment; certification such as HFMA Certified Revenue Cycle Representative (CRCR), Certified Professional Biller (CPB), Lean/Six Sigma, project management (PMP), or customer experience.