Technical Support Specialist

ABOUT THIS POSITION

As part of Waystar's award-winning Payment Operations Department, the?Technical Support Specialist is responsible for providing superior support to our clients with the highest degree of client service and satisfaction.? Right now, we are looking for an outstanding, brilliant, and driven Technical Support Specialist to help guide our clients to become more efficient and successful. The primary responsibility of the Agent is to provide exceptional support to our clients by handling incoming inquiries through web cases, chats, and system feedback. Proactive problem identification, communication and resolution are essential in providing superior client support. The Technical Support Specialist must maintain a positive attitude and have a positive effect on the morale of the team.

WHAT YOU'LL DO

Document, investigate and resolve complex client issues to resolution

Facilitates decisions and makes recommendations that have an important impact on overall functionality of?our products

Serves as Subject Matter Expert (SME) in translating requirements to extraneous support teams.

Skilled as a technical troubleshooter with strong problem-solving skills.

Ability to effectively communicate with internal technical staff

Identify client concerns and engage appropriate internal resources to ensure timely resolution

Answer incoming support calls as needed

Make outbound calls as needed to clients and vendors in support and resolution of inquiries

Respond to written inquiries from our clients

Document all client interactions - phone calls, emails, work effort, etc.

Follow documented HIPAA security procedures related to Protected Health Information (PHI) and financial information

Consistently meet performance standards as set forth in the quality guidelines

Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints

Ability to demonstrate professionalism in communicating with clients and payers both written and verbally?

Ability to work self-directed?

Availability to work extended hours when needed

Appropriately escalates issues and concerns in order to achieve timely resolution

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

WHAT YOU'LL NEED

Strong Waystar product knowledge

Technically savvy with excellent troubleshooting and analytical skill

Exceptional client service skills

Demonstrated verbal and written communication skills

Self-motivated with the ability to multitask, work independently, and work in a team setting

Strong sense of urgency

Demonstrated knowledge of Microsoft applications (Outlook, Word, Excel)

Bachelor's degree (Preferred)

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)

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 : R2809