• Lead and manage daily Billing Operations, including new customer billing setup, invoice and claims submission, payment posting, denial management, and accounts receivable (AR) follow-up. • Establish quality controls and monitor key performance indicators (KPIs) such as Days in AR, denial rates, and clean claim rates to ensure timely reimbursements and meet individual/team goals. • Develop and enforce billing policies and system controls to ensure strict compliance with customer agreements, payor requirements, and guidelines. • Lead internal post billing audits to ensure billing integrity and compliance to contractual agreements and payer policies. • Identify operational gaps, drive process improvement, and implement standardization across workflows. • Develop and implement scalable operational workflows for claims management, system reconciliations, and Service Level Agreements (SLAs). • Partner with Product and Engineering teams to design and implement automated tools, leveraging technology to reduce manual effort and increase productivity. • Resolve customer grievances and escalations, ensuring a world-class customer experience. • Co-lead the direct to consumer billing operations initiative. • Oversee and execute Billing Operations projects, leading the initiative from inception to completion. • Develop and manage project boards to track deliverables and ensure timely completion across all teams. • Conduct regular project status meetings with the team and communicate progress, risks, and mitigation strategies to stakeholders. • Maintain open and effective communication channels with project teams, internal departments, external customers, and stakeholders. • Generate thorough and accurate project documentation, including Standard Operating Procedures (SOPs), policies, and best practices. • Directly manage the Billing Operations Team. • Establish and monitor performance metrics and individual development plans for all direct reports. • Conduct regular 1:1 sessions, providing effective coaching and hands-on mentoring to foster a culture of continuous improvement. • Empower direct reports by developing and implementing efficient processes to achieve departmental and organizational goals. • Maintain positive team dynamics and promote a constructive workplace culture through active team member engagement. • Serve as a change management leader, guiding the team through operational improvements.