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ABOUT THIS POSITION

Right now, we are searching for an experienced, driven, detail-oriented Technical Support Specialist to join our rapidly growing team. In this challenging role you will be expected to complete client support requests by researching payment reconciliation, transaction, and reporting issues, investigating missing payments, conducting card scanner troubleshooting, and completing other support requests related to Waystar’s Patient Payments solution. This role will also cross-train on supporting the technical support product by working with customers, vendors, other Waystar departments, and our printing partner. This individual will work to resolve open issues, client escalations, and maintain process and product knowledge.

WHAT YOU'LL DO

+ Direct and manage multiple client cases and facilitate to a timely resolution of each case

+ When serving as a technical support specialist responsibilities include serving as a liaison between the vendor and the client

+ Appropriately communicate timelines and deliverables to Waystar clients

+ Timely execution of tasks and case deliverables

+ Demonstrate effective written and verbal communication skills

+ Ability to effectively prioritize and execute tasks in a high-pressure environment

+ Vendor relations skills would be a strongly preferred

+ Consistently reliable and account for one’s actions

+ Client and colleague relationship management skills

+ Verification (quality control) of updated merchant accounts

+ Work to achieve and maintain positive working relationships and fluid communication among team members and with other departments

+ Conduct web support sessions with clients/vendors as needed to troubleshoot the support request

+ Remain flexible and willing to assist the customer, by working with our vendors and partners to accommodate changes or special requests whenever possible

+ Monitor our printing partners responsiveness to issues and ensure that they are being resolved timely

+ Perform other duties and /or special projects as assigned by management within the area of responsibility and control

+ Ability to travel as needed

+ Perform other duties as assigned by management within the area of responsibility and control.

WHAT YOU'LL NEED

+ Knowledge of Microsoft Office and databases (Word, Excel, Outlook)

+ Excellent oral and written communication skills with great attention to detail

+ Bankcard and lockbox industry experience preferred and Salesforce experience a plus

+ An intense attitude of thoroughness and completeness while maintaining a team player focus

+ General understanding of technology and data files

+ High level of enthusiasm and organizational skills

+ Self-motivated, ability to work with little or no oversight while possessing a solution seeking attitude

+ Accepts responsibility for actions and understands the concept of ownership

+ Strong verbal and written communications 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:** Customer Support

**Job Type:** Full time

**Req ID:** R2611