Payment Operations Technical Support Specialist

ABOUT THIS POSITION

We’re looking for a motivated, detail-oriented Print Services Operations Specialist to join our fast-paced and growing Payment Operations team. This role plays a key part in supporting Waystar’s Patient Statements solutions, which are critical to delivering a best-in-class financial experience for patients and providers.

As an Operations Specialist, you will serve as a tier 2 support specialist, working from an active case queue to resolve technical issues, managing client requests, and ensuring the accurate processing and delivery of patient statement data. This position requires a strong understanding of structured data formats, excellent organizational and communication skills, and the ability to work collaboratively across internal teams and external partners.

This is a support-focused role that also involves project manager-like responsibilities, including coordinating statement setups, managing updates, troubleshooting file errors or other issues, and following through on resolution of complex issues.

WHAT YOU'LL DO

• Manage and respond to client cases from a centralized support queue, ensuring timely resolution of all requests and issues

• Analyze and troubleshoot data files in various formats (e.g., .txt, .csv, .xml, .pdf) to validate content and resolve formatting or delivery issues

• Use tools such as UltraEdit, Adobe Acrobat, and Microsoft Excel to examine data, verify outputs, and assist in technical troubleshooting

• Act as the primary point of contact for assigned cases involving statement setups, configuration changes, troubleshooting errors, and general inquiries

• Coordinate with internal teams and external vendors to track progress, communicate updates, and follow through to resolution in a structured, organized manner

• Collaborate cross-functionally to identify root causes and implement solutions for both routine and escalated support cases

• Maintain clear, organized documentation of case activity, findings, client communication, and solution steps

• Support new client implementations by configuring and validating statement output based on client requirements

• Contribute to internal knowledgebase documentation and process improvement initiatives to enhance team efficiency and service quality

WHAT YOU'LL NEED

• ​ Bachelor's degree is required

• Medical Practice experience

• Experience with the implementation of a system software

• Demonstrated experience in project management

• Ability to multi-task and prioritize effectively

• Serve as a liaison between client and internal project team

• Ability to adapt to various levels and possess influencing skills at all levels

• Must be a quick learner and self-motivated

• Demonstrated problem solving skills, be process driven, but must be able to work in a team environment

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 (https://twitter.com/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.

Job Category: Customer Support

Job Type: Full time

Req ID: R2730