• Monitor case handling for timely and accurate handling

• Assist team members with escalated issues that require internal or external management attention

• Manage case queues consistent with standard policies and procedures of the Waystar Client Support organization

• Manage 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

• Lead product or client specific initiatives including implementation and support teams to successfully launch the respective initiative and meet company and client goals and expectations

• Act as a liaison representing the Operations on special projects and work flow for process improvements

• Create and maintain service and performance metric reports

• Conduct interviews for potential new hires

• Ensure adequate training is conducted for both product and process

• Perform other duties and /or projects as assigned by management within the area of responsibility and control

• Focus on clients’ needs. Ensuring these needs are handled timely, accurately, and preferably with one touch

• Manage phone coverage and escalations that arise due to system outages, software defects, trading partner related issues, and other global issues

• Ensure adequate phone coverage during business hours.

• Perform Quality Assurance reviews on calls, cases, and communications to clients

• Bachelor Degree required

• Advanced Degree preferred

Customer Centric - Always puts the needs of the customer first. Understands how to operate and communicate from the perspective of the customer. Makes business and personnel decisions based on the customer's perspective.

Accountability - Takes ownership to meet and exceed stretch goals. Strong work ethic. Tenacious. Makes and keeps commitments. Admits when mistakes are made and learns from them.