Strategic Technical Support Analyst

ABOUT THIS POSITION

The Strategic Technical Support Analyst serves as a front-line support contact for Waystar's most strategic clients and partners. The Strategic Technical Support Analyst provides support to our clients and partners for simple, urgent, and/or complex issues. This is accomplished by handling support inquiries either by phone or by our web portal. 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.

WHAT YOU'LL DO

• Answer incoming calls and web inquiries from our most strategic clients and partners
• Make outbound calls as needed to clients and partners, in support and resolution of inquiries
• Respond to case comments from our web portal in supporting our clients and partners
• Document, investigate and resolve client and partner issues to resolution

• Identify client and partner concerns and engage appropriate internal resources to ensure timely resolution
• Research all available resources to assist clients and partners with issues at hand; understanding when to acquire additional research/resources as deemed necessary
• Possesses a comprehensive understanding of the Waystar product line and resources available (i.e. SalesForce, Checklists, X12, IB/OB files, etc.)
• Requests custom logic and reporting for our clients and partners from internal technology resources
• Communicates well within department and with other departments

• Strives to meet and exceed Service Level Agreements
• Abides by phone schedule to ensure enough availability for receiving inbound calls
• Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints
• Ability to demonstrate professionalism in communicating with clients and partners both written and verbally
• Ability to work self-directed

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

WHAT YOU'LL NEED

• 4-year bachelor's degree preferred
• Experience working in healthcare, whether it be medical billing, coding, administration, etc. is preferred
• Exceptional client service skill
• Technically savvy with excellent troubleshooting and analytical skills
• Working knowledge of EDI files is preferred

• Strong sense of urgency
• Demonstrated knowledge of Microsoft applications (Outlook, Work, Excel)
• Acts independently
• Self-starter/critical thinker
• Self-accountable

• Professional, effective, and clear communication skills
• Strong conflict resolution skills
• You need to be focused- Waystar employees have an obsessive zeal about people and innovative solutions
• 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

• Team Player - You need to be able to work with others towards a common purpose/goal to create strong alliances with clients, partners, and fellow employees

#Oper

ABOUT THE TEAM

The Client Operations, Clearinghouse + Payment Operations, and Business Transformation team at Waystar builds brand loyalty and ensures solution adoption and client success. From resolving concerns to maintaining positive relationships, the team works directly with clients to provide resources and tools to help achieve their healthcare revenue cycle goals. The team is split into two divisions: Health Systems + Hospitals (HS+H) and Ambulatory. The Health Systems + Hospitals division includes large health systems at a multi-level local or national scale. The Ambulatory division includes organizations such as provider groups and physician and specialty practices.

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,

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 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.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• Generous paid time off starting at 3 weeks + 16 holidays, including your birthday and volunteer time
• 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.