CX Lead, Post-Test Support & Billing

Baylor Genetics; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Baylor Genetics seeks a Manager of Customer Experience, Post-Test Support & Billing to own the strategy and improvement portfolio after result finalization. This role leads initiatives across report delivery, post-test support, billing communications and payment experience, partnering with CX leaders to align priorities and drive outcomes.

As an individual contributor, you will translate patient and provider needs into business requirements, manage cross-functional dependencies, and ensure

Qualifications

• Eight+ years in customer experience, service design, or related field.
• Experience owning a customer journey/value-stream strategy and roadmap.
• Proven ability to influence senior leaders and drive outcomes without direct authority.

Responsibilities

• Own Post-Test Support & Billing value-stream strategy, roadmap and portfolio.
• Partner with Journey Directors to align roadmaps with end-to-end strategies.
• Prioritize initiatives across report delivery, education, billing communications and payments.

Skills

Customer journey ownership

Influence senior leaders

Requirements translation

Cross-functional collaboration

Communication & facilitation

Education

Bachelor's degree or equivalent in CX/Business/Healthcare

Job description

Baylor Genetics seeks a Manager of Customer Experience, Post-Test Support & Billing to own the strategy and improvement portfolio after result finalization. This role leads initiatives across report delivery, post-test support, billing communications and payment experience, partnering with CX leaders to align priorities and drive outcomes.

As an individual contributor, you will translate patient and provider needs into business requirements, manage cross-functional dependencies, and ensure