Billing Support Operations Manager

Summary

Join Rula as our Billing Support Operations Manager and lead our Central Support team, overseeing Tier 1 and Tier 3 billing specialists. You will leverage your communication, operations, and data analysis skills to enhance user experience, meet KPIs/SLAs, and build scalable processes. This role is crucial for Rula's growth and requires collaboration across departments. We offer a 100% remote work environment and a comprehensive benefits package, including health insurance, retirement plan, generous time off, and parental leave. We value diversity, equity, and inclusion, fostering a supportive and inclusive work culture.

Requirements

• 4+ years of medical billing support, including experience with verification of benefits process, coding, insurance claims and billing processing, follow-up, revenue cycle management
• 3+ years of leadership (managing billing support or similar teams)
• Experience collecting, analyzing, and using survey data to understand and improve CSAT/DSAT
• Experience with process mapping, performance metrics, and process optimization
• Experience leveraging data to inform decisions
• Experience collaborating successfully with cross-functional partners
• Experience building processes and developing workflows independently

Responsibilities

• Manage and expand Rula’s Central Support team
• Lead Tier 3 Billing Support Specialists and offshore Tier 1 Billing agents
• Provide an effortless billing and user experience
• Exceed KPIs/SLAs
• Build out processes for scale
• Partner cross-functionally across the organization to improve our user experience
• Leverage communication, operations, and data analysis skills

Preferred Qualifications

• Associate or Bachelor’s Degree, or equivalent experience
• Start-up experience
• Experience working directly with patient populations or in healthcare and with a 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 to enable support teams

Benefits

• 100% remote work environment: Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
• Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States
• Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA
• 401(k) plan access: Start saving for your future
• Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees)
• Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering
• Employee Assistance Program (EAP): Support for your mental and physical health
• New hire home office stipend: Set up your workspace for success
• Quarterly department stipend: Fund team-building activities or in-person gatherings
• Wellness events and lunch & learns: Explore a variety of engaging topics
• Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
• Discounted programs: Fetch, SmartSpend, Ladder, SoFi