Strategic Payer Partner Support Manager

ABOUT THIS POSITION

We are seeking a Strategic Payer Partner Support Manager who is passionate, inquisitive, and positively driven. In this role, you will serve as a key liaison between Waystar and our most strategic industry payers and business partners. Your responsibilities will include managing inbound support inquiries via cases and email, as well as proactively analyzing assigned clients to identify opportunities and solutions. The ideal candidate values professionalism when engaging with high-profile partners, demonstrates strong prioritization skills, and thrives in a fast-paced environment where urgency is essential.

WHAT YOU'LL DO

• Provide comprehensive support for a designated group of strategic industry payers and business partners.
• Conduct proactive data analysis and interpretation to offer valuable insights when needed.
• Serve as the primary escalation point for assigned strategic industry payers and business partners.
• Manage multiple projects simultaneously by providing technical support, setting timelines, and coordinating with both internal and external stakeholders.
• Foster strong, long-term relationships with strategic industry payers and business partners.
• Share industry and company expertise as appropriate to enhance partner understanding.
• Identify opportunities for partners to optimize their use of Waystar solutions and provide best practice recommendations.
• Collaborate across departments to develop long-term solutions for payer and business partner needs.
• Occasionally travel to meet with assigned strategic industry payers and business partners in person.
• Deliver ongoing training on Waystar solutions and educate partners on available resources.
• Act as a subject matter expert (SME) and proactive team member for Waystar products and applications.
• Lead conference calls with strategic industry payers and business partners to address open case reports, training needs, complex account customizations, and escalated issues.
• Strive to exceed Service Level Agreements (SLAs) between Waystar and its strategic industry payers and business partners.
• Develop, analyze, and present reports to management for strategic decision-making.
• Perform additional duties assigned by Partner Operations leadership.

WHAT YOU'LL NEED

• Education: A bachelor’s degree (4-year) is required.
• Industry Experience: Prior experience in healthcare - such as medical billing, coding, clearinghouse processing, EDI or administration is preferred.  Min 3-5 Years Experience.
  • EDI Knowledge: Familiarity with Electronic Data Interchange (EDI) files is a plus.
• Relationship Management: Proven ability to build and maintain strong relationships with stakeholders at all levels, both internally and externally.
• Client Service Excellence: Outstanding client service skills with a proactive, solutions-oriented mindset.
• Technical & Analytical Skills: Technically adept with strong troubleshooting, problem-solving, and analytical abilities.
• Multitasking & Prioritization: Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Sense of Urgency: Ability to work with efficiency and responsiveness.
• Independent & Collaborative Work: Comfortable working autonomously and as part of cross-functional teams.
• Critical Thinking & Initiative: A self-starter with a strong ability to think critically and take initiative.
• Accountability: Highly self-motivated and responsible for delivering results.
• Effective Communication: Strong verbal and written communication skills, with the ability to convey ideas clearly and professionally.
• Conflict Resolution: Ability to navigate and resolve conflicts effectively.
• Focus & Drive: Passion for people and innovative solutions, with a relentless focus on achieving goals.
• Results-Oriented: Capable of working efficiently and taking ownership of outcomes.
• Commitment to Excellence: Dedicated to delivering high-quality work based on facts and clear, respectful communication.
• Team Player: Ability to collaborate effectively with colleagues, payers, and partners to achieve shared goals.
• Project Management: ability to serve as a liaison to align all key stakeholders (both internally and externally) to effectively scope and manage critical projects with strategic attention to key milestones, mitigate potential risks to project timelines, encourage cross functional interaction/communication and oversee essential deliverables to ensure project success.

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.