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ABOUT THIS POSITION

The Vendor Management Associate is responsible for maintaining strong relationships with partners that supply a service or product vital to operational workflows. The Vendor Management Associate monitors performance, quality assurance, and efficiency and continuously strives for improvement in the product and the partnership including invoice integrity. Additionally the Vendor Management Associate works closely with internal teams to optimize integrations with vendors.

These include but are not limited to:

• Gateway / Hardware vendor management including deployed terminal orders for existing clients

• Liaison between third-party gateway and Waystar

• Escalation point for quality issues with third-party gateways

• Creating knowledge articles related to terminal and gateway flows

WHAT YOU'LL DO

Terminal Orders and Deployment

+ Assists in point-of-sale device deployment, compliance requests and support needs

+ Escalates questions, that are not already answered in our knowledge base, to the appropriate parties for company-approved answers, that will be added to the knowledge base

+ Supports compliance questions on PCI Self Assessment Questionnaires related to Waystar Patient Financial Care solution

Vendor Management

+ Maintain vendor information, contract details, scope of work, and contact list. Maintain emergency contacts and escalation procedures.

+ Act as a point of escalation internally and with the vendor - communicate and review errors with the vendor to improve processes.

+ Facilitate collaboration between external and internal stakeholders

+ Be a resource and expert on vendor services and structure for internal resources.

+ Analyze and interpret data received from vendors

+ Coordinate regular communications and/or visits to further relationships and performance.

+ Act as a liaison between vendors and internal teams as needed

+ Responsible for creating knowledge articles/content and troubleshooting guides for internal teams for new operational workflows and training teams on appropriate paths for escalation

+ Complete day-to-day vendor partnership tasks as needed

+ Improve workflows internally for issue escalation regarding partner operations and provide a feedback loop on any identified gaps in performance

+ Document and prioritize product requests from internal teams regarding partner operations

+ Effectively work and solve any escalated issues associated with assigned partners

+ Onboard and offboard vendor partners as needed

Performance Management

+ Maintain SLA documentation and manage expectations with strategic partners; act as escalation point for internal teams

+ Constantly striving to improve vendor performance and accountability through day to day management of vendor partnerships

+ Maintain documentation of advancing or declining vendor performance.

+ Verify the accuracy of invoices against delivery.

+ Plan and conduct formal quarterly performance reviews with key accounts.

WHAT YOU'LL NEED

The requirements for the position are as follows:

+ Ability to stay organized with point of sale device orders, and deployment support

+ Strong verbal and written communication skills with the ability to adapt to audience and have tactful conversations to manage a relationship

+ Ability to think critically, inquisitively, and apply creativity to drive better results.

+ Strong multi-tasking, organizational and prioritization skills and attention to detail

+ A strong sense of urgency and accountability

+ Effective team player, quick learner, and self-motivated

+ Analytical attitude about how processes can be smarter and more strategic.

+ Driving ongoing process improvements to deliver increasing operational efficiency and consistency.

+ Experience working in an environment where technology is a key element of doing business

+ Ability to accomplish projects that require the cooperation of diverse departments, that range from non-technical to highly technical in their function

+ Ability to work independently, and at the same time, understand when it is important to pull others into a project or task

+ Bachelor’s degree required

+ 5-7 Years of Experience in Technical Support or Point of Sales Gateways/Terminals with a strong preference of credit card industry including but not limited to gateways, processors, payment facilitator, underwriting

+ Excellent Computer skills

+ Intermediate to Advanced Excel Skills

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 (https://twitter.com/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.

**Job Category:** Client Operations

**Job Type:** Full time

**Req ID:** R2536