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
Requirements
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 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
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
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Benefits
Health insurance401(k)Flexible schedulePerformance bonusParental leave
Additional Information
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.
Waystar · Louisville, KY