ABOUT THIS POSITION
Waystar is seeking a manager to lead the Enterprise Client Support team focused on our Presumptive Charity (PARO), Propensity to Pay, and Agency Manager (AM) products. This role is critical in driving operational excellence, supporting strategic clients, and ensuring high-quality service delivery across financial assistance and agency management workflows.The Manager will oversee a team of Strategic Solutions Analysts (SSAs), providing leadership, mentorship, and strategic direction. This role requires deep expertise in healthcare revenue cycle operations, financial assistance policy interpretation, scoring methodologies, and agency placement processes.
WHAT YOU'LL DO
Lead and manage a team of SSAs supporting PARO, Propensity to Pay, and Agency Manager clients.
Drive strategic initiatives to improve client experience, support efficiency, and case resolution timelines.
Serve as SME for PARO scoring logic, financial assistance policy interpretation, Agency Manager workflows, and client onboarding.
Oversee escalated client issues, defect case management, and audit support (e.g., CMS 501(r) audits).
Collaborate with cross-functional teams (Product Engineering, Implementation, Finance, Legal, Sales) to resolve complex client issues and drive enhancements.
Ensure all client communications and support activities are documented in Salesforce per internal protocols.
Develop and maintain process documentation, training materials, and performance metrics.
Conduct capacity planning and resource forecasting to support team growth and evolving client needs.
Own hiring, onboarding, and professional development of team members.
Analyze client data and support trends to identify opportunities for proactive outreach and workflow optimization.
Facilitate recurring client meetings, including agenda preparation, open case reviews, and meeting minutes.
Ensure compliance with HIPAA, PHI handling protocols, and Business Associate Agreement processes.
Support strategic initiatives such as financial assistance policy recalibration, PM system transitions, and custom reporting requests.
Provide leadership in client retention efforts, including renewal and upsell/cross-sell strategy support.
WHAT YOU'LL NEED
Bachelor’s Degree preferred.
3+ years of leadership experience, preferably in healthcare technology or revenue cycle operations.
Experience within Waystar’s support organization is strongly preferred.
Exceptional client service and communication skills.
Strong analytical and organizational skills.
Ability to lead by example, mentor team members, and foster a collaborative team culture.
Comfortable managing multiple priorities in a fast-paced environment.
Proficient in Microsoft Office applications, especially Excel, PowerPoint, and Word.
Familiarity with Salesforce case management and reporting tools.
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.
Top Skills
What We Do
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.
The financial and administrative challenges facing healthcare providers are daunting. Waystar’s technology platform simplifies and unifies healthcare payments across the revenue cycle. We empower healthcare organizations to automate manual work, gain insight into processes and performance, and ultimately collect more revenue.
At Waystar, we know there’s a better, more efficient way forward. Let’s climb the mountain ahead of us to reach new heights in healthcare.
