"Alerted.org

ABOUT THIS POSITION

We are currently seeking a talented and driven Technical Research Specialist who is passionate, curious, and radiates optimism. The Enterprise Technical Research Specialist will serve as a versatile team member, acting as a bridge between our internal technical teams and the Enterprise Support Department. This role involves spearheading technical initiatives and updates, addressing complex technical requests, and enhancing the overall efficiency and effectiveness of the support department.

Key responsibilities include participating in process team meetings to communicate upcoming updates to support, handling technical cases such as rules and rebatcher, contributing to initiatives that improve workflows and client outcomes, and advising team members on optimizing processes and client interactions. The ideal candidate will possess an expert-level understanding of the technical aspects of the Waystar platform, extensive experience in client support, and exceptional communication skills for simplifying and conveying complex concepts.

In this position, you will leverage a technical, consultative approach to our EDI Claims Management solutions and support, enhancing the experience for both clients and internal teams.

WHAT YOU'LL DO

+ Manage Technical Case Queue: Oversee a queue of technical cases escalated from the Support and Training Center team in instances where an SSA is unavailable.

+ Cross-Functional Collaboration: Actively participate in multiple cross-functional process teams, providing clear and concise updates to the support team.

+ Client Engagement and Documentation: Support "Client of the Week" initiatives by improving client documentation, assisting SSAs with workflow optimization for client requests, and proactively addressing common client pain points.

+ AI and Product Updates: Stay current with AI-related updates and Waystar platform enhancements to effectively support the team and confidently explain and train on new developments.

+ Technical Training Leadership: Lead department-wide technical training sessions to upskill team members.

+ Proactive Monitoring: Enhance and oversee proactive monitoring strategies for strategic clients to improve overall client health.

+ Issue Resolution Leadership: Take charge of resolving Waystar-wide defects or global issues affecting multiple clients by devising workarounds, drafting communications, and proposing solutions.

+ Dental Claims Support: Provide specialized support for Dental Claims within E-Solutions.

+ Quality Assurance: Conduct monthly quality analyses of rules to ensure adherence to established processes and procedures.

+ Support Case Review and Improvement: Perform post-mortem evaluations of high-priority cases that were not handled correctly, identifying root causes and implementing strategies to prevent recurrence.

+ Knowledge Base Management: Maintain and update Salesforce knowledge articles to ensure accuracy and relevance.

+ Onboarding and Training Support: Assist with technical components of onboarding and training for new support team members.

WHAT YOU'LL NEED

+ 4-year bachelor's Degree is required

+ 4 + years working at Waystar in a support or technical capacity

+ Proven track record of successfully supporting clients, maintaining support metrics, and exceeding expectations.

+ Internal Waystar Technical Certification

+ Experience building and managing relationships, including interacting with all levels of management (both internally and client-facing)

+ Exceptional client service skills

+ Technically savvy with excellent troubleshooting and analytical skills

+ Ability to execute and prioritize a large number of tasks in a fast-paced environment

+ Working knowledge of EDI files

+ Strong sense of urgency

+ Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word

+ Possess process and change management skills

+ Ability to work independently and to participate in cross-functional teams

+ Self-starter/critical thinker

+ Self-accountable

+ Ability to think outside the box with an innovative, creative, and revolutionary mindset

+ Professional, effective, and clear communication skills (written and oral)

+ Strong conflict resolution skills

+ 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

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:** R2771