Manager Customer Experience, Post-Test Support & Billing

JOB SUMMARY

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. The Manager partners with the patient and provider Journey Directors and works across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities, investments and implementation. 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.

VALUE STREAM SCOPE

This role owns the customer experience improvement portfolio for 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. The value stream begins when a result is finalized and ready for delivery and ends when the patient’s or provider’s post-test access, support and financial needs have been addressed.

KEY 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.

QUALIFICATIONS

Education

• 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.

Experience and Skills

• 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.

Preferred Qualifications

• 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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to sit.
• Frequently required to stand.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Frequently required to utilize visual acuity to operate equipment, read technical information and/or use a keyboard.
• Standard remote or office work environment with prolonged periods of computer and video-conference work.

EEO STATEMENT

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.