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Strategic Technical Support Analyst

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Waystar

Jul 17

Applications are closed

  • Job
    Full-time
    Mid & Senior Level
  • Business, Operations & Strategy
  • Louisville

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.

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

FAQs

What is the primary role of an Enterprise Technical Support Analyst at Waystar?

The primary role of an Enterprise Technical Support Analyst at Waystar is to serve as a front-line support contact for the company's most strategic clients, providing assistance for simple, urgent, and complex issues through phone calls and a web portal.

What types of inquiries will the Enterprise Technical Support Analyst handle?

The Enterprise Technical Support Analyst will handle inquiries ranging from simple to complex, including urgent support cases from clients, through incoming calls and web cases.

What skills and qualifications are preferred for this position?

Preferred qualifications include a 4-year bachelor’s degree, experience in healthcare (such as medical billing or revenue cycle management), exceptional client service skills, technical savvy with troubleshooting and analytical abilities, and demonstrated proficiency in Microsoft applications (Outlook, Word, Excel).

What is the importance of professionalism in this role?

Professionalism is crucial when communicating with high-profile clients, as it helps build trust and ensures effective resolution of their concerns, which is essential for maintaining strong client relationships.

How does the Enterprise Technical Support Analyst document their cases?

The Enterprise Technical Support Analyst must document support cases thoroughly, detailing research steps undertaken and the resolutions provided, ensuring a clear record of client interactions and issue resolution.

What kind of environment will the Enterprise Technical Support Analyst be expected to work in?

The Enterprise Technical Support Analyst will work in a team-oriented environment, collaborating with others to achieve common goals while also demonstrating the ability to work independently and take initiative.

Is experience with EDI files necessary for this position?

Experience with EDI files is considered a bonus but not a strict requirement for the position.

How does the Enterprise Technical Support Analyst ensure timely issue resolution?

The Analyst identifies client concerns, engages appropriate internal resources, and utilizes available tools and resources to resolve issues in a timely and self-sufficient manner.

What are some key soft skills that are necessary for success in this role?

Key soft skills include effective communication, critical thinking, problem-solving abilities, a team-oriented mindset, and the capability to de-escalate client issues calmly and professionally.

Will the Enterprise Technical Support Analyst have specific performance metrics to meet?

Yes, the Analyst is expected to strive to meet and exceed individual and team goals and metrics established by the company.

Waystar

Simplify healthcare payments so providers + patients can focus on what matters most.

Technology
Industry
1001-5000
Employees

Mission & Purpose

Waystar provides market-leading technology that simplifies and unifies healthcare payments. Our cloud-based platform streamlines workflows and improves financials for healthcare providers of all kinds, and brings more transparency to the patient financial experience. The Waystar platform is used by more than 450k providers, 750 health systems and hospitals, and 5k health plans—and integrates with all major HIS and practice management systems.