Customer Success Advocate -Claims Management

ABOUT THIS POSITION

WHAT YOU'LL DO

* Respond to and resolve complex product support inquiries from clients via phone email and ticketing system adhering to established service level agreements (SLAs).
* Diagnose and troubleshoot technical issues related to software functionality data discrepancies integrations and user experience.
* Collaborate with engineering product management and quality assurance teams to escalate and resolve complex or persistent product defects.
* Document all support interactions resolutions and relevant technical information accurately and thoroughly in the CRM system.
* Provide training and guidance to clients on product features best practices and workarounds.
* Contribute to the creation and maintenance of internal and external knowledge base articles FAQs and support documentation.
* Participate in testing new product releases and updates to ensure support readiness.
* Identify trends in support issues and provide feedback to product development teams for continuous improvement.
* Maintain a high level of customer satisfaction through professional empathetic and efficient problem resolution.
 

WHAT YOU'LL NEED

* 2-4 years of experience in a technical support product support or application support role preferably within a SaaS environment.
* Proven ability to diagnose and resolve complex technical issues including software configuration data analysis and system integrations.
* Strong understanding of customer service principles and best practices.
* Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
* Proficiency with ticketing systems (e.g. Zendesk Salesforce Service Cloud) and CRM software.
* Experience with healthcare IT or revenue cycle management (RCM) software is a significant plus.
* Familiarity with SQL for data querying and analysis is desirable.
* Ability to work independently and as part of a team in a fast-paced dynamic environment.
* Bachelor's degree in Computer Science Information Technology or a related field or equivalent practical experience.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members starting with 3 weeks + 13 paid holidays including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate value and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics marital status protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

What We Do

Waystar harnesses the power of agentic AI generative AI and advanced automation to drive meaningful outcomes so providers reach peak financial performance and patients receive care with confidence.The Waystar platform is used by more than 1 million providers and supports over 60% of the U.S. patient population - and integrates with all major HIS and practice management systems.The financial and administrative challenges facing healthcare providers are daunting. Waystar’s technology platform simplifies and unifies healthcare payments across the revenue cycle. We empower healthcare organizations to automate manual work gain insight into processes and performance and ultimately collect more revenue.At Waystar we know there’s a better more efficient way forward. Let’s climb the mountain ahead of us to reach new heights in healthcare.

Why Work With Us

Our Waystar values serve as a compass to center our decisions inspire action and promote outstanding performance. We are dedicated to providing a diverse inclusive workplace and fostering a shared sense of belonging.