Manager, Client Billing Support

The Manager, Client Billing Support will lead, coach, and motivate customer support specialists to provide timely, accurate, and empathetic support via phone and chat. This role involves owning team performance metrics such as tickets per day, time to response, resolution rates, CSAT, and quality, driving accountability through coaching and development. Responsibilities include using data to identify issues, spot trends, and implement process improvements, as well as ensuring the team has the necessary tools, resources, and policies. The manager will partner with the broader Support Organization to align on best practices and advocate for providers and clients. Collaboration with Insurance Operations, Product, Legal & Compliance, and Clinical teams is crucial for upholding industry best practices, ensuring HIPAA compliance, and driving efficient, accurate, and customer-focused billing support processes. A key duty is to demystify insurance concepts for customers and ensure clear, empathetic communication throughout the billing process.