Remote Customer Experience Leader, Post-Test & Billing

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

Job summary

Baylor Miraca Genetics Laboratories LLC is seeking a Manager of Customer Experience, Post-Test Support & Billing to own the strategy and roadmap for patient and provider post-result interactions, billing communications, and support. You will collaborate with multiple teams to align priorities, investments and implementation, influencing senior leaders without direct authority.

You will drive improvements across report delivery, education, payments and post-test guidance, ensuring a seamless

Qualifications

• Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, or related discipline.
• Experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio.
• Ability to influence senior leaders and drive outcomes without direct authority.
• Translate customer and business needs into clear requirements and actions.
• Strong communication, prioritization and change-management skills.

Responsibilities

• Own the Post-Test Support & Billing value-stream strategy and roadmap.
• Partner with Journey Directors to align roadmap with end-to-end strategies.
• Prioritize improvements across report delivery, education, billing communications, payments and outcomes.
• Gather requirements and translate into user stories and acceptance criteria.
• Drive cross-functional alignment across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing.
• Establish value-stream success measures and monitor progress toward strategic outcomes.
• Lead discovery through implementation, adoption and post-launch evaluation; manage risks and deadlines.
• Represent the Post-Test Support & Billing value stream in planning and governance discussions.

Skills

Customer journey

Roadmap management

Stakeholder influence

Process improvement

Healthcare operations

User story writing

Education

Bachelor's degree

Job description

Baylor Miraca Genetics Laboratories LLC is seeking a Manager of Customer Experience, Post-Test Support & Billing to own the strategy and roadmap for patient and provider post-result interactions, billing communications, and support. You will collaborate with multiple teams to align priorities, investments and implementation, influencing senior leaders without direct authority.

You will drive improvements across report delivery, education, payments and post-test guidance, ensuring a seamless