Support Analyst, Payment Operations at Waystar (Louisville, KY)

| Louisville, KY
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The Financial Operations Team is responsible for ensuring high-quality processing related to lockbox, ACH, and credit card transactions. The Financial Operations Team is the first point of contact between the healthcare provider(client) and Waystar for resolving transaction exceptions related to credit card processing, lockbox, chargebacks, and payment facilitator risk holds.

This Position is responsible for completing daily operational tasks while meeting required service level agreements related to lockbox and credit card transactions. This included maintaining the processing integrity of received payments and correspondence.

What you'll be doing:

Lockbox Processing Support
  • Tier 1 support for all lockbox processing exceptions
  • Act as communication liaison between Waystar and lockbox key operating stakeholders
  • Research, review, and associate patient checks and other scanned items (exception payments, correspondence) to ensure they are applied to the correct patient accounts
  • Manage suspended and rejected processing exception payments
  • Identify and resolve processing errors related to mis associations and encoding errors
  • Communicate and resolve escalated matters with upstream vendor(s)

Chargeback Support
  • Respond to chargeback provider support cases via online processing tools and credit card portals
  • Create service cloud cases and communicate to external chargeback stakeholders to retrieve and submit accurate chargeback documentation
  • Responsible for recording and monitoring chargeback data
  • Ability to work with Account Managers and Customer Success Managers to pull reports based on client requests and escalate chargeback issues as necessary
  • Properly redact and if necessary, document any patient disclosed PHI
  • Ability to effectively escalate issues with Account Managers and Customer Success Managers
  • Ability to communicate issues to the development team when troubleshooting issues

Risk Holds / Audits
  • As part of Waystar's responsibilities as a payment facilitator, certain transactions are flagged as potentially risky, these transactions require research and resolution to ensure proper funds disbursement.
  • Maintain risk database for accurate tracking and documentation of investigations. Must be able to identify risk transactions and trends within business portfolio.
  • If assigned as the designated team member to monitor and approve holds prior to settlement, team member will be alerted by cell phone page regarding any hold still outstanding prior to 8PM EST deadline.
  • Ability to effectively communicate and escalate suspicious processing activity to Customer Success Managers, Vendor Relations Team and development team.
  • Must comply to company and departmental procedures for internal audit and security rules


What we're looking for:
  • Attention to detail and research skills
  • Ability to manage competing priorities
  • Adept at solving problems with a strong sense of urgency
  • Excellent service skills - the ability to be empathetic, compassionate, responsive, resourceful
  • Team player capable of learning and sharing knowledge in a team environment
  • Demonstrates analytical skills with the ability to recognize onsetting trends and downstream effects
  • Strong technical aptitude
  • Ability to evaluate, troubleshoot and follow-up on customer issues as we as document for further escalation
  • Ability to communication clearly and professionally, verbally and in writing
  • Detail oriented, self-motivated, and attention to accuracy
  • Strong work ethic
  • A sense of humor


  • Bachelor's degree
  • 1-3 years' experience in business operations, financial risk, fraud analysis or customer support
  • Experience in chargeback support and management is a plus
  • Healthcare or FinTech experience a plus
  • Salesforce experience a plus


Waystar provides 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, visit waystar.com or follow @Waystar on Twitter.
More Information on Waystar
Waystar operates in the Healthtech industry. The company is located in Louisville, KY, Duluth, GA, Chicago, IL, Overland Park, KS and Denver, CO. Waystar was founded in 2018. It has 967 total employees. It offers perks and benefits such as Health Insurance Benefits, 401(K), Remote Work Program. To see all 74 open jobs at Waystar, click here.
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