Billing Support Operations Manager (Remote)

At Rula, we are seeking a Billing Support Operations Manager who is highly adaptable, passionate about leading people, and energized by building in the face of constant change. This person will lead Billing Support through its next phase by driving change management, strengthening operating rigor, and improving alignment across Billing Support, FinOps, EPD, Enablement, and BPO partners. This person will turn operational and billing data into clear performance stories, recommendations, and trade-offs for leadership.

Responsibilities

Lead Billing Support through its next phase by driving change management, strengthening operating rigor, and improving alignment across Billing Support, FinOps, EPD, Enablement, and BPO partners; Turn operational and billing data into clear performance stories, recommendations, and trade-offs for leadership; Diagnose root causes, influence cross-functional partners, balance performance across multiple BPO vendors, and build scalable workflows in a fast-moving startup environment

Requirements

5+ years of customer support experience, particularly in a high-volume ticketing and/or regulatory environment; 3+ years of people leadership, guiding teams and upleveling individuals through ambiguity, change, or performance recovery in a billing support, healthcare operations, revenue cycle, or customer operations environment; Expertise in independently mapping processes, defining performance metrics (i.e. CSAT, Average Handle Time, First Touch Resolution, Quality Assurance, Call Abandon Rates, etc.), and building scalable workflows that improve operational efficiency and quality; Proficiency building or using dashboards, independently analyzing metric movement (i.e. Google Sheets/Excel, Looker, PowerBI, Tableau), to identify root causes, and communicating the performance story and recommended actions to senior stakeholders; Experience influencing cross-functional partners such as FinOps, EPD, Enablement, or BPO teams, especially when ownership is ambiguous and shared goals need to be created; Demonstrated resilience and adaptability, possessing the skills to navigate emotionally charged customer situations and thrive in fast-paced, evolving environments

Nice to have

An Associate’s Degree or higher, and/or equivalent experience; Medical billing support, including experience with verification of benefits process, coding, insurance claims, and billing processing, follow-up, and revenue cycle management for patient populations; Experience with multi-channel support teams (phone, email, chat); Strong knowledge of CRM systems (i.e. Zendesk, Salesforce, JIRA) and/or similar tools that enable support teams to be successful

Benefits

100% remote work environment; Attractive pay and benefits; Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA; 401(k) plan access; Generous time-off policies including 2 company-wide shutdown weeks each year for self-care; Paid parental leave; Employee Assistance Program (EAP); Quarterly department stipend; Community and employee resource groups; Home office stipend; Wellness at Rula program