Support Analyst

ABOUT THIS POSITION

About This Position

As part of the Payment Operations Team, this role is critical for ensuring high-quality processing related to credit card processing for healthcare clients nationwide. In this role, you will be responsible for handling, tracking, and winning chargebacks, performing transaction monitoring to detect fraudulent or high risk behaviors, and completing daily operational tasks for transaction exceptions. We are thrilled to invest in a quality-focused, results, and detail-oriented Support Analyst to join our rapidly growing team.

WHAT YOU'LL DO

What You'll Do

Chargeback Support

• Respond to chargeback cases via online processing tools and credit card portals
• Monitor, report, and act on chargeback trends related to use cases, reason code, specific issues, and so on
• Create service cloud cases and communicate to external chargeback stakeholders to retrieve and submit accurate chargeback documentation
• Responsible for recording, monitoring, and analyzing chargeback data
• Ability to work with Account Managers and Customer Success Managers to pull reports based on client requests and escalate chargeback issues as necessary
• Properly redact and if necessary, document any patient disclosed PHI
• Ability to effectively escalate issues with Account Managers and Customer Success Managers
• Ability to communicate issues to the development team when troubleshooting issues
• Assist in systematically improving chargeback win rates by providing subject matter expertise on network chargeback rules, chargeback administration and procedures

Risk Holds / Audits

• As part of Waystar's responsibilities as a payment facilitator, certain transactions are flagged as potentially risky, these transactions require research and resolution in accordance with our Anti-Money Laundering (AML) policy
• Use detective-like mentality to investigate and escalate potentially suspicious activity across the Waystar patient credit card processing platform
• Maintain risk database for accurate tracking and documentation of investigations. Must be able to identify risk transactions and trends within business portfolio.
• Execute periodic higher risk customer reviews as needed
• Identify trends with common risk holds triggered to assist in streamlining processes
• Ability to effectively communicate and escalate suspicious processing activity to Customer Success Managers, Vendor Relations Team and development team
• Must comply to company and departmental procedures for internal audit and security rules

WHAT YOU'LL NEED

What You'll Need

• Bachelor's degree preferred
• 1-3 years' experience in business operations, financial risk, chargeback support, or fraud analysis
• Attention to detail and research skills
• Ability to manage competing priorities
• Adept at solving problems with a strong sense of urgency
• Excellent service skills - the ability to be empathetic, compassionate, responsive, resourceful
• Team player capable of learning and sharing knowledge in a team environment
• Demonstrates analytical skills with the ability to recognize onsetting trends and downstream effects
• Strong technical aptitude
• Ability to evaluate, troubleshoot and follow-up on customer issues as we as document for further escalation
• Ability to communication clearly and professionally, verbally and in writing
• Strong work ethic
• Beginner-Intermediate skills with Excel for data tracking, monitoring and reporting
• BONUS POINTS
• High-level of enthusiasm and a sense of humor
• Self-motivated, ability to work with little or no oversight while possessing a solution seeking attitude

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 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.