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Waystar · 1 month ago

Manager, Enterprise Client Support

Atlanta, GA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Waystar is seeking a manager to lead the Enterprise Client Support team focused on their Presumptive Charity, Propensity to Pay, and Agency Manager products. This role is critical in driving operational excellence and ensuring high-quality service delivery across financial assistance and agency management workflows.

FinanceHealth CarePaymentsSoftware

Growth Opportunities

Responsibilities

Lead and manage a team of SSAs supporting PARO, Propensity to Pay, and Agency Manager clients

Drive strategic initiatives to improve client experience, support efficiency, and case resolution timelines

Serve as SME for PARO scoring logic, financial assistance policy interpretation, Agency Manager workflows, and client onboarding

Oversee escalated client issues, defect case management, and audit support (e.g., CMS 501(r) audits)

Collaborate with cross-functional teams (Product Engineering, Implementation, Finance, Legal, Sales) to resolve complex client issues and drive enhancements

Ensure all client communications and support activities are documented in Salesforce per internal protocols

Develop and maintain process documentation, training materials, and performance metrics

Conduct capacity planning and resource forecasting to support team growth and evolving client needs

Own hiring, onboarding, and professional development of team members

Analyze client data and support trends to identify opportunities for proactive outreach and workflow optimization

Facilitate recurring client meetings, including agenda preparation, open case reviews, and meeting minutes

Ensure compliance with HIPAA, PHI handling protocols, and Business Associate Agreement processes

Support strategic initiatives such as financial assistance policy recalibration, PM system transitions, and custom reporting requests

Provide leadership in client retention efforts, including renewal and upsell/cross-sell strategy support

Qualification

Healthcare revenue cycleFinancial assistance policyLeadership experienceSalesforceMicrosoft OfficeAnalytical skillsClient service skillsOrganizational skillsMentoringCollaboration

Required

3+ years of leadership experience, preferably in healthcare technology or revenue cycle operations

Exceptional client service and communication skills

Strong analytical and organizational skills

Ability to lead by example, mentor team members, and foster a collaborative team culture

Comfortable managing multiple priorities in a fast-paced environment

Proficient in Microsoft Office applications, especially Excel, PowerPoint, and Word

Familiarity with Salesforce case management and reporting tools

Preferred

Bachelor's Degree preferred

Experience within Waystar's support organization is strongly preferred

Benefits

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