Manager, Technical Support

The primary purpose of the role is to successfully lead a team of individuals responsible for providing quality customer service and resolving issues on behalf of Waystar's clients.

What you'll be doing:

• Monitor case handling for timely and accurate handling
• Assist team members with escalated issues that require internal or external management attention
• Manage case queues consistent with standard policies and procedures of the Waystar Client Support organization
• Manage all escalations related to client dissatisfaction with the resolution of departmental cases; identify root cause(s) of dissatisfaction; implement corrective action(s) to prevent reoccurrence of incident creating dissatisfaction

• Lead product or client specific initiatives including implementation and support teams to successfully launch the respective initiative and meet company and client goals and expectations
• Act as a liaison representing the Operations on special projects and work flow for process improvements
• Create and maintain service and performance metric reports
• Conduct interviews for potential new hires
• Ensure adequate training is conducted for both product and process

• Perform other duties and /or projects as assigned by management within the area of responsibility and control
• Focus on clients' needs. Ensuring these needs are handled timely, accurately, and preferably with one touch
• Manage phone coverage and escalations that arise due to system outages, software defects, trading partner related issues, and other global issues
• Ensure adequate phone coverage during business hours.
• Perform Quality Assurance reviews on calls, cases, and communications to clients

What we're looking for:

• Bachelor Degree required

• Advanced Degree preferred

Customer Centric - Always puts the needs of the customer first. Understands how to operate and communicate from the perspective of the customer. Makes business and personnel decisions based on the customer's perspective.

Accountability - Takes ownership to meet and exceed stretch goals. Strong work ethic. Tenacious. Makes and keeps commitments. Admits when mistakes are made and learns from them.

Team Builder - Facilitates a common purpose/goal. Builds consensus but has the confidence to be decisive. Creates strong alliances with customers and employees. Builds support and networks to advance teamwork. Holds team members accountable.

People Selector/Developer/Coach - Selects and builds strong teams. Provides regular and candid feedback. Energizes others to stretch. Facilitates learning experiences; willing to take a risk. Recognizes and rewards personal growth. Hires people better than self.

Boundaryless/Team Player - Has the capacity to bring together cross-functional and cross-business groups to address issues/opportunities. Involves and motivates others to work toward team goals.

Waystar provides cloud-based technology that simplifies and unifies healthcare payments. Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. 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 and fun.

Waystar products have won Best in KLAS® or Category Leader every year since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.