Manager, Strategic Solutions

Purpose of the Position: 

We are looking for a Strategic Client Solutions Manager who is passionate, curious, and joyfully optimistic. The Strategic Client Solutions Manager leads and drives the success of the Strategic Client Solutions team who provides the finest client experience for Waystar’s most strategic clients and partners. This is accomplished by overseeing and managing the Strategic Client Solutions team as a whole; which is made up of roles such as the Strategic Solutions Analysts, Senior Strategic Solutions Analysts, and Strategic Solutions Team Leads. The ideal candidate understands the importance of professionalism when working with high profile clients and partners and can prioritize in order to complete tasks with the needed sense of urgency. 

Key Responsibilities: 

• Manages the overall operations of the Strategic Client Solutions team 

• Manages multiple roles and positions within the Strategic Client Solutions team; Strategic Solutions Analysts, Senior Strategic Solutions Analysts, and Strategic Solutions Team Leads 

• Manages staffing needs and capacity planning for Strategic Client Solutions team to support most strategic clients and partners 

• Routinely evaluates the Strategic Client Solutions teams’ statistical performance metrics to ensure the team is on target and servicing our clients and partners accurately 

• Takes ownership of interviewing and hiring internal and external candidates 

• Conducts quarterly and yearly performance reviews for all managed roles within the Strategic Client Solutions team; Strategic Solutions Analysts, Senior Strategic Solutions Analysts, and Strategic Solutions Team Leads 

• Ensures that strategic clients and partners are assigned appropriately to the Strategic Solutions Analysts and Senior Strategic Solutions in order to successful support business needs 

• Directly manages Strategic Solutions Team Leads and ensures that they are appropriately leading and driving their dedicated teams of Strategic Solutions Analysts 

• Oversees the overall operations of dedicated support responsibilities for the Strategic Solutions Analysts to ensure that Service Level Agreements are maintained 

• Ensures that the Strategic Client Solutions Team is accurately informed and aware of any relative company and/or industry updates to ensure our strategic clients and partners are adequately supported 

• Constantly reviews, updates, and organizes department process documentation for the Strategic Client Solutions team 

• Works cross-functionally to achieve operational success for Strategic Client Solution team; routinely works with Client Management, Solution Adoption, Product, etc. 

• Demonstrates effective written and verbal communication skills 

• Serves as an escalated point of contact for our strategic clients and partners 

• Provides industry or company knowledge and expertise as appropriate 

• Sometimes travels onsite to visit assigned clients and partners 

• Provides special project leadership and guidance using Six Sigma knowledge and experience to improve internal and/or client-facing processes 

• Provides direct coaching to Strategic Solutions Analysts to help grow and develop employee retention and success 

• Develops, prepares and analyzes reports for Executive Leadership review, and presents to various levels of Leadership 

• Creates and maintains service and performance metric reports and statistics 

• Assists with managing expectations for strategic clients and partners when necessary 

• Possesses a breadth of overall knowledge on all strategic clients and partners, and can articulate overall health of client and partner from a support standpoint  

• Performs other tasks and/or projects as assigned by management within the area of responsibility and control 

Requirements:  

• Bachelor’s Degree is required 

• Advanced Degree is preferred 

• 3+ years of leadership experience is recommended 

• Experience working in healthcare, whether it be medical billing, coding, administration, etc. is preferred 

• Exceptional client service skills 

• Self-accountable and trustworthy 

• Detail-oriented and organized 

• Willingness to lead by example and advocate for team members 

• Resourceful and self-motivated in working under pressure in a fast-paced team environment 

• Ability to execute and prioritize many tasks in a fast-paced environment 

• Professional, effective, and clear communication skills (written and oral) 

• Demonstrated listening and analytical skills 

• Ability to build strong relationships with team members, strategic clients and partners 

• Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word 

• You need to be focused- Waystar employees have an obsessive zeal about people and innovative solution 

• Can you make it happen? You should work efficiently and be accountable for your results 

• We need your best work, always - At Waystar we work with facts and communicate clearly and respectfully