Billing Support Operations Manager (Remote)

As a Billing Support Operations Manager at Rula, you'll oversee the Central Support team, ensuring smooth operations of the billing support process. Your main responsibilities will include leading Tier 3 Billing Support Specialists, managing offshore Tier 1 Billing agents, analyzing data for performance improvements, and developing workflows to enhance user experiences—all critical to our mission in the mental health space.

To qualify for the Billing Support Operations Manager position at Rula, candidates should possess a minimum of 4 years of medical billing support experience, alongside at least 3 years in a leadership role managing similar teams. Essential skills include data analysis, process mapping, and excellent cross-functional collaboration. While an Associate or Bachelor's degree is preferred, relevant experience is highly valued, so don’t hesitate to apply even if you don’t meet every single criterion.

Rula is committed to employee well-being, offering a 100% remote work environment, comprehensive health benefits including medical and mental health support, and generous time-off policies. Additionally, employees enjoy paid parental leave and a home office stipend to create a comfortable workspace conducive to productivity.

As a Billing Support Operations Manager at Rula, you'll leverage various tools and software to enhance operational efficiency. Familiarity with data analysis tools such as Google Sheets and Looker, along with CRM systems like Zendesk, will be beneficial for gathering insights and managing support interactions across multiple channels, including phone, email, and chat.

As a Billing Support Operations Manager at Rula, you'll thrive in a supportive and inclusive remote work environment. Emphasizing a commitment to employee well-being, Rula fosters a culture that prioritizes both professional development and personal health. You’ll have the freedom to balance your work and personal life while also engaging in wellness activities and team-building events.

When answering this question, emphasize your years of experience in medical billing, highlighting specific roles where you managed billing processes, validation of benefits, and claims processing. Provide concrete examples of how your expertise has directly impacted team performance or user satisfaction.

To answer this effectively, discuss specific strategies or initiatives you implemented that led to measurable improvements in customer satisfaction metrics. Cite examples of data analysis you performed to identify issues and how you used feedback to reshape processes.

Prepare for this question by narrating a specific instance where you identified inefficiencies in a billing process. Discuss your approach to mapping out the existing workflow, implementing new strategies, and the positive results that followed, ideally supported by data.

Talk about your communication strategies and tools you use to foster collaboration, illustrating with examples of previous experiences that required coordination between different departments to achieve common objectives.

When responding, outline your approach to gathering and analyzing data. Discuss specific tools you utilize and how you've leveraged data insights to inform decisions or improve processes in past roles.

Illustrate your conflict resolution abilities by providing an example of a disagreement within a previous team. Describe the steps you took to mediate and facilitate a resolution, emphasizing the positive outcomes for team dynamics.

Demonstrate your knowledge of scalable processes by sharing examples from your past work where you successfully built or improved processes that allowed operations to expand. Focus on how your initiatives helped the team manage increased volume without sacrificing quality.

Provide insight into your prioritization process, including any tools or methods you use, such as project management software. Discuss how you balance urgent tasks with long-term projects while maintaining team morale.

Identify key performance indicators such as CSAT/DSAT scores, claim submission accuracy rates, and time to resolution. Explain why you consider them important and how monitoring these metrics contributes to overall operational success.

Share your perspective on the significance of mental health support in enhancing employee productivity and satisfaction. Discuss how creating a supportive work environment can positively influence not just morale but ultimately, business outcomes.