Job Description
ABOUT THIS POSITION
Analyzes designs and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting consolidating and analyzing customer interaction data to produce metrics and identify areas for improvement. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes products and service offerings to improve client usability satisfaction and loyalty. May reach out to customers interact with website users and / or conduct focus group meetings to vet ideas and prototype solutions before implementation. See also Customer Support - Customer Service focus if responsible for responding to and resolving client or customer questions and issues pertaining to customer billing technical and contract issues. See also Customer Support - Product Support focus if responsible for responding to and resolving client or customer questions pertaining to company's products.WHAT YOU'LL DO
- Provide advanced front-line support to Waystar clients via phone email and chat addressing complex product functionality questions technical issues and billing inquiries.
- Proactively identify and troubleshoot client issues escalating to appropriate internal teams (e.g. engineering product management) when necessary and following through to resolution.
- Educate clients on Waystar product features best practices and new releases to maximize their utilization and satisfaction.
- Conduct client training sessions (one-on-one or small groups) as needed demonstrating solutions and answering questions.
- Document client interactions issues and resolutions accurately and thoroughly in the CRM system.
- Collaborate with internal teams (sales professional services product) to share client feedback identify trends and contribute to continuous improvement initiatives.
- Assist in the development and maintenance of client-facing knowledge base articles and support documentation.
- Participate in client onboarding and implementation processes as required ensuring a smooth transition.
- Maintain a high level of product knowledge and stay updated on industry changes and Waystar enhancements.
- Handle sensitive client information with the utmost confidentiality and professionalism.
WHAT YOU'LL NEED
- 2-4 years of experience in a customer service client support or client success role preferably within the healthcare technology or software industry.
- Proven ability to manage and resolve complex client issues with a strong focus on client satisfaction.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly and concisely to non-technical audiences.
- Strong problem-solving skills and a methodical approach to troubleshooting.
- Proficiency with CRM software (e.g. Salesforce Zendesk) and other customer support tools.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Bachelor's degree preferred or equivalent practical experience.
- Familiarity with healthcare revenue cycle management (RCM) or medical billing processes is a significant plus.
ABOUT WAYSTAR
Through a smart platform and better experience Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar’s healthcare payments platform combines innovative cloud-based technology robust data and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers 1K+ hospitals and health systems and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work always; making it happen; and joyful optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500000 providers 1000 health systems and hospitals and 5000 payers and health plans. For more information visit waystar.com or follow @Waystar on Twitter.
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.
Top Skills
What We Do
Waystar provides market-leading technology that simplifies and unifies healthcare payments. Our cloud-based platform streamlines workflows and improves financials for healthcare providers of all kinds and brings more transparency to the patient financial experience. The Waystar platform is used by more than 450k providers 750 health systems and hospitals and 5k health plans—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.
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Date Posted
04/03/2026
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