Strategic Technical Support Analyst

Waystar; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Flexible PTO

Parental leave

Education assistance

LinkedIn Learning access

401(k) with company match

Pet insurance

Employee resource groups

Job summary

Waystar is seeking an Enterprise Technical Support Analyst to be the front-line contact for our strategic healthcare clients, providing timely and professional support via phone or web portal. You will document cases, escalate when needed, coordinate with internal teams, and strive to exceed goals while maintaining calm, clear communication with high-profile clients.

We value curiosity, optimism, and a proactive self-starter attitude, with opportunities to grow within a leading healthcare

Qualifications

• Bachelor’s degree preferred and healthcare experience preferred.
• Strong troubleshooting, analytical and client service skills.
• Experience with healthcare revenue cycle tech is a plus.
• Excellent written and verbal communication.
• Ability to de-escalate client issues.

Responsibilities

• Serve as front-line contact for top clients via phone or web portal.
• Resolve simple to complex issues with urgency and professionalism.
• Document cases thoroughly with steps and resolutions.
• Coordinate with internal teams to ensure timely resolutions.
• Maintain coverage and meet team goals.

Skills

Troubleshooting

Analytical skills

Client service

Communication

De-escalation

Education

Bachelor's degree

Tools

Outlook

Excel

EDI files

Job description

ABOUT THIS POSITION

We are looking for a Enterprise Technical Support Analyst who is passionate, curious, and joyfully optimistic. The Enterprise Technical Support Analyst serves as a front-line support contact for Waystar’s most strategic clients. The Enterprise Technical Support Analyst provides support to our clients 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 can prioritize tasks with the needed sense of urgency.

WHAT YOU’LL DO

• Answer incoming calls and/or web cases from our most strategic clients.
• Make outbound calls as needed to clients to resolve support cases.
• Respond to case comments from our web portal to support our clients.
• Documents support cases thoroughly, showing research steps and resolution.
• Identify client concerns and engage appropriate internal resources to ensure timely resolution.
• Use resources to resolve issues in a timely and self-sufficient manner.
• Communicates well within department and with other departments.
• Strives to meet and exceed individual, and team, goals and metrics.
• Abides by phone schedule to ensure enough coverage for our clients.
• Ability to demonstrate professionalism in communicating with clients both written and verbally.
• 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. or experience in revenue cycle management or technology support company is preferred. Exceptional client service skill
• Technically savvy with excellent troubleshooting and analytical skills
• Working knowledge of EDI files is a bonus.
• Demonstrated knowledge of Microsoft applications (Outlook, Work, Excel)
• Acts as a self-starter and uses critical thinking skills regularly. Professional, effective, and clear communication skills
• Comfortable with de-escalating client issues and temperament
• 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.comor 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)
• 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.