Strategic Technical Support Analyst
Waystar

Job Info

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The Strategic Technical Support Analyst serves as a front-line support contact for Waystar's most strategic clients and partners. The Strategic Technical Support Analyst provides support to our clients and partners 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 partners and can prioritize in order to complete tasks with the needed sense of
urgency.

What you'll be doing:

• Answer incoming calls and web inquiries from our most strategic clients and partners
• Make outbound calls as needed to clients and partners, in support and resolution of inquiries
• Respond to case comments from our web portal in supporting our clients and partners
• Document, investigate and resolve client and partner issues to resolution
• Identify client and partner concerns and engage appropriate internal resources to ensure timely resolution
• Research all available resources to assist clients and partners with issues at hand; understanding when to acquire additional
• research/resources as deemed necessary
• Possesses a comprehensive understanding of the Waystar product line and resources available (i.e. SalesForce, Checklists, X12, IB/OB files, etc.)
• Requests custom logic and reporting for our clients and partners from internal technology resources
• Communicates well within department and with other departments
• Strives to meet and exceed Service Level Agreements
• Abides by phone schedule to ensure enough availability for receiving inbound calls
• Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints
• Ability to demonstrate professionalism in communicating with clients and partners both written and verbally
• Ability to work self-directed
• Performs other duties and/or projects as assigned by management within the area of responsibility and control

What we're looking for:

• 4-year bachelor's Degree is required
• Experience working in healthcare, whether it be medical billing, coding, administration, etc. is preferred
• 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 is preferred
• 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
• Professional, effective, and clear communication skills (written and oral)
• Strong conflict resolution skills

• You need to be focused- Waystar employees have an obsessive zeal about people and innovative solutions
• 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

This role is located in SLC, Louisville, Mid-town Atlanta or Duluth.

Waystar provides cloud-based technology that simplifies and unifies healthcare payments. Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. 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 and fun.

Waystar products have won Best in KLAS® or Category Leader every year 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.

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