[Remote] Enterprise Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Waystar is a company that helps providers simplify healthcare payments and improve financials throughout the revenue cycle. They are seeking an Enterprise Technical Support Analyst to serve as a front-line support contact for their most strategic clients, handling support inquiries and ensuring timely resolution of issues.

Responsibilities

• 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

Skills

• Exceptional client service skill
• Technically savvy with excellent troubleshooting and analytical skills
• 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
• 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
• Working knowledge of EDI files is a bonus

Benefits

• 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

Company Overview