Billing Support Operations Manager (Remote)

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $116.2K - $129.9K

Rula is seeking a Billing Support Operations Manager to lead and expand the Central Support team. This role focuses on managing Tier 3 Billing Support Specialists and offshore Tier 1 Billing agents, ensuring an effortless billing and user experience as the company’s services evolve. The ideal candidate will leverage communication, operations, and data analysis skills to exceed KPIs/SLAs, build scalable processes, and collaborate cross-functionally to improve the user experience. This position is crucial for Rula’s growth and scalability.

Requirements

• Experience:
  • 4+ years of medical billing support.
  • 3+ years of leadership experience (managing billing support or similar teams).
  • Experience with verification of benefits, coding, insurance claims, and billing processing.
  • Experience with follow-up and revenue cycle management.
• Data Analysis: Experience collecting, analyzing, and using survey data to understand and improve CSAT/DSAT.
• Process Optimization: Experience with process mapping, performance metrics, and process optimization.
• Collaboration: Experience collaborating successfully with cross-functional partners.
• Independent Work: Experience building processes and developing workflows independently.
• Education: Associate or Bachelor’s Degree, or equivalent experience.

Responsibilities

• Lead and expand the Rula Central Support team.
• Manage Tier 3 Billing Support Specialists and offshore Tier 1 Billing agents.
• Ensure an effortless billing and user experience.
• Leverage communication, operations, and data analysis skills to exceed KPIs/SLAs.
• Build out processes for scale.
• Partner cross-functionally across the organization to improve the user experience.
• Utilize data to inform decisions.
• Build and implement workflows.

Preferred Qualifications

• Start-up experience.
• Experience working directly with patient populations or in healthcare.
• Strong understanding of patient needs.
• Knowledge of the healthcare insurance industry and access/billing challenges.
• Experience with multi-channel support teams (phone, email, chat).
• Experience using data analysis tools such as Google Sheets, Looker, Zendesk Explore.
• Strong knowledge of CRM systems and tools.

Company Information

• Mission: To create a world where mental health is no longer stigmatized or marginalized.
• Values: Camaraderie, support, and a sense of urgency.
• Benefits:
  • 100% remote work environment.