Support Analyst

ABOUT THIS POSITION

The position will collaborate with Channel, Partner Operations, Client Support, Solution Adoption, Client Relations, Technology, and others to successfully support the needs of our strategic channel partners. The SPSM

will have a solid background working with practice management systems, Waystar processes and products, and

technical EDI integration between healthcare information systems, and will be able to research, manage, and

provide concise responses to complex inquiries and projects.

WHAT YOU'LL DO

• Manage the SPST in all aspects including documentation, reviews, process improvements, coaching+ Work directly with strategic partners for all Waystar needs

• Manage capacity and cases via the SPST queue in salesforce and document all communication.

• Serve as an escalation point to make sure vender issues are routed to the correct cross-functional team(resolves where possible)

• Onboard new partners operationally to Waystar

• Work with the Partner Integration Manager(PIM) to document newly integrated partners and understand full integration available.

• Work with partners to understand their needs/pain points, and provide solutions/processes to resolve.

• Manage and train partners on the vender portal and Waystar Products(occasional group sessions, one on one, refresher)

• Updating/Maintaining the Practice Management System page in Salesforce with updated partner info

• Streamline internal and external process with partners and manage implementing to completion.

• Work with channel on partner reporting needs, onsite/remote working sessions and process discussions.

• Manage partner specific projects and become the SME for technical integration associated with main partners

• Further develop and maintain:

• Overall understanding of all Waystar products and best practices on how they should be used.

• Understanding of the PM systems we partner with and the technical setup of how these systems function and integrate with Waystar.

• Ability to lead by example and coach team members successfully

• A clear understanding of clearinghouse, vendor, PM, payer, and billing entity relationships.

WHAT YOU'LL NEED

• At least 3 years working with PM Systems, clearinghouses and/or Integration of HIS.

• Clear and effective communicator with excellent verbal and written skills.

• Ability to understand complex technical processes to lead, coach, and support strategic partners.

• Ability to speak knowledgably to partners with a full technical/workflow understanding of Waystar.

• Ability to multitask and perform under pressure on a high-volume results-driven team.

• Advanced computer skills utilizing MS Office products, Salesforce, FTP software, etc.

• Strong time management, analytical skills, and troubleshooting skills.

• EDI healthcare experience and knowledge of file transmissions via SFTP and API/web services.

• Self-motivated with the ability to work well both in a group environment and independently. • Bachelor's degree or equivalent experience.

• Experience working in or with a medical practice or practice management/electronic medical records/revenue cycle system.

• Knowledge of medical billing, HCFA 1500 form/UB04, and ANSI X12 formats

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: Client Operations

Job Type: Full time

Req ID: R3220