Technical Support Specialist
Waystar, Inc

As part of Waystar's award winning Client Success Department, theTechnical 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 be doing:

• Document, investigate and resolvecomplexclientissues to resolution
  

• Facilitates decisions and makes recommendations that have an important impact on overall functionality ofour 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 callsas needed
  
• Make outbound calls as needed to clientsandvendors 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 we're looking for:

• Strong Waystar product knowledge
  
• Technically savvy with excellent troubleshooting and analytical skills
  
• Working knowledge of EDI files
  
• Must have experience working in medical billing and/or with HCFA 1500/CMS 1500 and/or with UB-92/UB-04 (with demonstrated knowledge)
  

• 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)
  

Waystarprovides 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, visitwaystar.comor follow@Waystaron Twitter.

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