Consumer Digital Invoicing & Payments Manager

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company. Our company has been a recipient of Canada’s Best Managed Companies award since 2006 and is an Imagine Canada Caring Company, committed to the communities we serve.

With locations across the country, including more than 80 home care offices, 11 pharmacies and over 100 community care clinics, Bayshore has more than 18,000 staff members and provides care to over 350,000 clients annually. We are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home.

Work Arrangement
This is a remote role supporting a national portfolio, with occasional onsite attendance required for business needs such as stakeholder meetings, solution-design sessions, planning, training, and key project activities.

About the Role
The Consumer Digital Invoicing & Payments Specialist owns the business requirements, process design, and operational support model for consumer and payor digital invoicing, payment, and customer-account processes within the Vyta ecosystem. The role supports a seamless customer and customer-facing team experience while enabling scalable, integrated, financially sound, and controlled technology solutions across the eCommerce platform, payment provider, billing platform, Finance/ERP environment, and internal support channels.

This is a business-process, requirements, solution-design, and account-support role. You will translate operational, customer, Finance, billing, payment, and customer-account needs into clear user stories, workflows, functional requirements, system requirements, controls, procedures, job aids, escalation pathways, and implementation-ready process designs that support consumer-grade invoicing and payment experiences.

You will act as an internal subject-matter expert for consumer invoicing, digital payments, payment-account practices, and customer-account issue resolution. The role provides guidance to internal teams on current and future operational issues, recommends best-practice approaches, helps resolve escalated concerns, and supports consistent decision-making when teams are uncertain how to handle invoicing, payment, third-party funder, payment-security, or customer-account scenarios.

What You’ll Do
Consumer and Payor Billing Models

• Translate invoicing and payment new models decisions into clear process flows and operational requirements
• Partner with Finance, Operations, and Technology teams to confirm billing impacts, downstream dependencies, reporting needs, and control requirements.
• Identify gaps, exceptions, and manual workarounds in current billing processes and support the design of scalable future-state solutions.

Requirements, Solution Design, and eCommerce Integration

• Translate business needs into functional requirements, user stories, process maps, decision rules, workflow diagrams, system requirements, test scenarios, and acceptance criteria.
• Connect the customer experience, eCommerce platform, payment provider, billing platform, Finance/ERP, reporting, and support processes into integrated end-to-end solution designs.
• Lead discovery sessions with business, Finance, Tech, Operations, and Customer Experience stakeholders to confirm requirements, dependencies, risks, and implementation impacts.
• Identify cross-system data requirements, integration touchpoints, timing dependencies, exception paths, ownership handoffs, and downstream reporting needs.
• Support UAT, production validation, issue triage, root-cause analysis, release readiness, and post-implementation improvement for invoicing and payment capabilities.

Digital Invoicing, Payments, and Customer Account Experience

• Serve as the internal subject-matter expert for consumer invoicing and digital payment best practices, advising teams on current and future scenarios such as payment-information collection, third-party funder billing, payment exceptions, and unclear customer-account workflows.
• Design clear, accessible invoices, receipts, statements, credit notes, payment reminders, refund communications, and digital payment journeys that improve customer understanding and self-service.
• Define content, workflow, and business-rule requirements for invoice delivery, payment methods, due dates, payment status, credits, adjustments, refunds, recurring payments, saved payment methods, payment links, notifications, and third-party funder invoicing.
• Recommend practical approaches to internal questions, process debates, and emerging issues by balancing customer experience, operational feasibility, payment security, privacy, and scalability.
• Design exception and escalation pathways for failed payments, duplicate transactions, payment reversals, partial payments.

Reconciliation, Controls, Customer Experience, and Process Optimization

• Ensure transactions, payments, invoices, balances, credits, adjustments, refunds, chargebacks, settlements, payouts, deposits, and accounting records can be accurately reconciled across systems.
• Define control points, approval rules, audit requirements, reporting outputs, ownership handoffs, and exception-management workflows for financially sound operations.
• Partner with Finance, Risk, Compliance, Privacy, Tech, and Operations to ensure invoicing and payment processes support auditability, privacy, accessibility, payment security, and regulatory expectations.
• Eliminate unnecessary manual steps, duplicate data entry, offline tracking, avoidable escalations, and process variation through scalable end-to-end process design.

Customer Account Management and Support

• Provide expert guidance to internal customer-facing teams on eCommerce payment-account matters, including customer account setup, billing responsibility, payment status, invoice questions, payment exceptions, and escalation requirements.
• Investigate and help resolve escalated customer-account concerns, including billing discrepancies, payor changes, invoice corrections, credits, refunds, payment concerns, and complex account issues.
• Coordinate with Payment, Finance, Technology, Operations, Customer Experience, and other stakeholders to ensure concerns are documented, assigned, resolved, and aligned across systems and teams.
• Identify recurring issues, root causes, process gaps, control gaps, training needs, and improvement opportunities, then recommend system changes, workflow updates, communication improvements, or additional controls.
• Maintain procedures, job aids, escalation pathways, training materials, support documentation, and communication resources that help customer-facing teams manage payment-account questions consistently and confidently.