Manager, Payment Operations

ABOUT THIS POSITION

The Manager, Payment Operations is responsible for ensuring high quality processing related to credit card payment transactions and overseeing teams responsible for high quality and timely resolution for queues dedicated to risk monitoring, disputes management, handling Tier 2 customer support payment cases, and enforcing policies in adherence to Payment Facilitator requirements. The Manager, Payment Operations is the first point of contact to configure clients for credit card processing including hardware delivery and configuration.
These delivery areas can specialize to include but are not limited to:
• Credit card chargebacks
• Transaction risk holds
• Merchant Client Risk Profile Maintenance
• Enforcing Payment Facilitator Policies for AML & Risk Management
• Recurring hardware orders
• Tier 2 Patient Payment Escalation Cases
The Manager, Payment Operations Lead is responsible for ensuring that transaction tasks and service level agreements are completed daily related to credit cards, risk holds, and enforcing Payment Facilitator policy adherence related to transaction processing.
This position is responsible for reporting on overall metrics for accuracy and efficiency of the team. This individual will work with management to identify areas where coaching and guiding team members can improve effectiveness.

WHAT YOU'LL DO

Essential Duties and Responsibilities include the following. Other duties may be assigned.
Queue Management

• Ensure all queues are cleared within SLA requirements
• Resolve transaction problems to the provider when necessary
• Identify errors, determine root cause and alert related parties to any issues as needed
• Ensure that all flagged transactions marked as risky are resolved before disbursing funds
• Submitting hardware orders to upstream vendors for fulfillment
• Troubleshooting any issues with client processing configuration regarding payments, merchant accounts, or hardware
• Monitor the actions team members for accuracy and efficiency in Daily Operations
• Guide team members to improve and enable them to pursue career opportunities for growth within Waystar
• Manage shift prioritization with time off requests to ensure coverage
• Report case closure trends and SLAs
• Provide error logs to upstream vendors
• Optimize and Improve Team Effectiveness

● Create and design a dashboard of KPI metrics that indicate credit card payment trends, team effectiveness and improvement areas.
● Use data to identify trends that require intervention either through people, process or technology to increase throughput rates and quality.
● Design and request staffing levels that cover the volume of support needs as well as the fulfillment of service level agreements for after-hours support.
● Project management skills will be required in order to properly identify the right data, processes and solutions that can be implemented to improve the quality and throughput of the Payment Operations team.
● Manager, Payment Operations will need to be able to balance multiple projects, SLAs and business objectives and remain focused towards Waystar’s mission of providing great quality service.

• Maintain appropriate staffing levels based on support volume and forecast and proactively identifying opportunities to increase efficiency in activities and workflows
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
• Partner within organization to improve tools used for daily work
• Recruit, interview, provide new staff orientation, development and training as required

Subject Matter Expertise

• Credit card and payment industry experience is required for this position
• Experience as the point of escalation for internal and vendors payment issues is required for this position
• Communicate with providers for transaction exception processing and chargebacks when appropriate, escalate to solve issues when necessary.
• Surface reports with transaction activities to Vendor Relations and for inclusion into monthly/quarterly reports
• Maintain SLA standards and metrics for payment operations – coverage, response times, satisfaction standards, accuracy, etc.
• Train and develop Payment Operations to continually improve transaction delivery
• Uphold AML and Transaction Monitoring policies
• Ensure HIPAA compliance with all operational processes

WHAT YOU'LL NEED

The requirements for the position are as follows:

• Strong organizational and prioritization skills
• Strong verbal and written communication skills
• Project management skills
• Ability to work in teams and collaborate with others
• Ability to take lead and drive for results
• Ability to create and execute project plans
• Ability to gather and interpret relevant data and information
• Ability to use inductive reasoning
• Ability to think analytically and be a problem solver
• Self-motivated, high energy and strong time management skills
• Bachelor’s Degree Required or equivalent work experience
• 5+ years of work experience with a preference of 1 year in a relationship/project management in an operational focused role
• Excellent verbal communication skills
• Experience with project management
• Intermediate to Advanced Excel Skills is required

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.