Support Operations Specialist
4 weeks ago
We are seeking a highly skilled and detail-oriented Support Analyst to join our Payment Operations Team. As a critical member of our team, you will play a key role in ensuring high-quality processing related to check payments for healthcare clients nationwide.
Key Responsibilities- Exception Processing Support: Provide tier 1 support for all lockbox processing exceptions and complete all work queues by required daily SLAs.
- Communication Liaison: Act as a communication liaison between Waystar and lockbox key operating stakeholders.
- Research and Review: Research, review, and associate patient checks and other scanned items (exception payments, correspondence) to ensure they are applied to the correct patient accounts.
- Error Resolution: Identify patterns and resolve processing errors related to mis associations, encoding errors, and non-conforming images.
- Customer Support: Investigate and respond to customer inquiries regarding lockbox processing.
- Monitoring and Reporting: Monitor, track, and report daily volumes from internal and external tools.
- Bachelor's degree or corresponding 1-3 years' experience in payment operations or customer support.
- 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, and 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 well as document for further escalation.
- Ability to communicate clearly and professionally, verbally and in writing.
- Strong work ethic.
- Competitive total rewards (base salary + bonus, if applicable).
- Customizable benefits package (3 medical plans with Health Saving Account company match).
- Generous paid time off starting at 3 weeks + 13 paid holidays including 2 personal floating 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 a leading healthcare payments platform that helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Our 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.
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 BookTM surveys since 2012.
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