Billing Support Operations Manager (Remote)

At Rula, we are seeking a Billing Support Operations Manager to manage and expand Rula’s Central Support team. This person will be responsible for leading our Tier 3 Billing Support Specialists and our offshore Tier 1 Billing agents in providing an effortless billing and user experience as our services continue to evolve in the pursuit of our mission.

This person will leverage their communication, operations, and data analysis skills to exceed KPIs/SLAs, build out processes for scale, and partner cross-functionally across the organization to improve our user experience. This role will be vitally important in the growth and scalability of Rula. We act with camaraderie, support, and a sense of urgency.

Required Qualifications

• 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

Preferred Qualifications

While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.

• 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

We’re serious about your well-being! As part of our team, full-time employees receive:

• 100% remote work environment (US-based only): 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