Manager Customer Experience, Post-Test Support & Billing (Healthcare)

Location: Remote; United States

Company

hirify.global provides genetic testing and related diagnostic services.

What you will do

• Own the Post-Test Support & Billing value-stream strategy, roadmap, and improvement portfolio from result finalization through resolution of post-test access, support, and financial needs.
• Prioritize improvements across report delivery, non-clinical support and guidance, billing communications, financial assistance, payment experience, and issue resolution.
• Translate patient, provider, and business needs into requirements, user stories, workflow changes, acceptance criteria, and implementation actions.
• Lead cross-functional alignment and initiatives from discovery through implementation, adoption, and post-launch evaluation.
• Establish success measures with CX research partners, monitor customer and operational outcomes, and adjust or escalate the roadmap when needed.
• Present recommendations, tradeoffs, risks, and progress to CX and senior leaders while working within clinical, legal, compliance, privacy, and operational boundaries.

Requirements

• 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.
• 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.
• 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.
• Ability to influence senior leaders, align stakeholders, and drive decisions and outcomes without direct authority.
• Ability to translate customer and business needs into 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, including the ability to manage multiple priorities and complex dependencies.
• Ability to work in a remote or office environment with prolonged computer and video-conference work and the listed sitting, standing, dexterity, hearing, and visual-acuity demands.

Nice to have

• 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.

Culture & Benefits

• Standard remote or office work environment with regular computer and video-conference work.
• Equal opportunity employer committed to an inclusive and diverse workforce.
• Work is governed by hirify.global policies, procedures, and applicable regulatory requirements.