ABOUT THIS POSITION

As part of our award-winning Client Operations Department, Waystar is looking for a Claims Monitoring Support Manager who is passionate, curious, and joyfully optimistic. This position will prioritize driving change and transformation while overseeing the essential functions of the Claims Monitoring Support team: leading an empowered team of individuals and providing world-class customer service. The Claims Monitoring Support team will act as a solution specific specialized team working both client-facing and internal support cases to research and resolve client issues and directly support strategic clients. The Manager understands the importance of “putting the client first” and treats clients with the upmost professional manner, exhibiting top-notch efficiencies always coupled with “a sense of urgency” that the client mandates. The Manager should possess a deep knowledge and understanding of the Claims Monitoring solution and drive informed strategy to help make decisions related to the functionality and support of solution.

WHAT YOU'LL DO

• Leads and manages the Claims Monitoring Support team, fostering a culture of continuous improvement and innovation

• Drives the transition strategy and support for CSP to CM Upgrades, closely engaging with stakeholders and monitoring client health throughout the migration process

• Provides value to RPA Operations Team through extensive product knowledge and expertise

• Acts as an advisor and SME to Engineering and Payer Analysis Teams related to Claims Monitoring

• Possesses a deep understanding and technical knowledge on Claims Monitoring solutions

• Collaborates with stakeholders to design, build, and refine processes for the specialized Claims Monitoring Support team, emphasizing adaptability and responsiveness to change

• Regularly reviews and updates department process documentation to reflect evolving best practices and maintain alignment with organizational change objectives

• Creates and maintains service and performance metric reports and statistics

  • Routinely evaluates the teams’ statistical performance metrics to ensure the team is on target and servicing our clients as expected

  • Monitors case handling for timely and accurate handling

• Manages staffing needs and capacity planning for Claims Monitoring Support team

• Ensures adequate training is conducted for both product and process

• Directly manages the Claims Monitoring Support team members

  • Conducts quarterly/annual performance reviews with all team members

• Leads by example for the team by ensuring all cases meet or exceed support case expectations and SLAs

• Works to build relationships and rapport with strategic clients who use Claims Monitoring solutions

• Manages all escalations related to client dissatisfaction with the resolution of departmental cases; identify root cause(s) of dissatisfaction; implement corrective action(s) to prevent reoccurrence of incident creating dissatisfaction

• Takes ownership of interviewing and hiring internal and external candidates

  • Responsible for training and onboarding new team members

• Develops, prepares, and analyzes reports for Executive Leadership review, and presents to various levels of Leadership

WHAT YOU'LL NEED

• Bachelor’s Degree required

• Advanced Degree preferred

• 3+ years of leadership experience is preferred

• Exceptional client service skills

• Self-accountable and trustworthy

• Detail-oriented and organized

• Willingness to lead by example and advocate for team members

• Ability to execute and prioritize many tasks in a fast-paced environment

• Professional, effective, and clear communication skills (written and oral)

• Ability to build strong relationships with team members and strategic clients

• Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word

WAYSTAR PERKS

• 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 + 16 holidays, including your birthday and volunteer time
• 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.