Technical Support Analyst
ABOUT THIS POSITIONAs part of our award winning Client Success Department, the Technical Analyst is responsible for providing superior support to our clients with the highest degree of client service and satisfaction. Right now, we are looking for outstanding, brilliant, and driven people to help guide our clients to become more efficient and successful. The primary responsibility of the Analyst is to provide exceptional support to our clients by handling incoming inquiries through ACD, email, and system feedback. Proactive problem identification, communication and resolution are essential in providing superior customer support. The Technical Analyst must maintain a positive attitude and have a positive effect on the morale of the team.
WHAT YOU'LL DO
Answer incoming support calls
Make outbound calls as needed to customers, vendors, intermediaries and payers in support and resolution of inquiries
Respond to written email inquiries from our customers
Document, investigate and resolve customer issues to resolution
Identify client concerns and engage appropriate internal resources to ensure timely resolution
Abide by phone schedule to ensure sufficient availability for receiving inbound calls
Document all client interactions - phone calls, emails, work effort, etc
Follow documented HIPAA security procedures related to Protected Health Information (PHI) and financial information
Consistently meet performance standards as set forth in the quality guidelines
Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints
Ability to demonstrate professionalism in communicating with clients and payers both written and verbally
Ability to work self directed
Availability to work extended hours when needed
Appropriately escalates issues and concerns in order to achieve timely resolution
Perform other duties and /or projects as assigned by management within the area of responsibility and control
WHAT YOU'LL NEED
Must have experience working in medical billing and/or with HCFA 1500/CMS 1500 and/or with UB-92/UB-04 (with demonstrated knowledge)
Exceptional client service skills
Technically savvy with excellent troubleshooting and analytical skills
Working knowledge of EDI files (Preferred)
Demonstrated verbal and written communication skills
Self-motivated with the ability to multitask, work independently, and work in a team setting
Strong sense of urgency
Demonstrated knowledge of Microsoft applications (Outlook, Work, Excel)
Bachelor degree (Preferred)
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.
- 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.