Team Lead, Strategic Solutions at Waystar, Inc

Posted in Other 2 days ago.

Location: Atlanta, Georgia





Job Description:

We are looking for a Strategic Solutions Team Lead for our Agency Manager and PARO products who is passionate, curious, and joyfully optimistic. The Strategic Solutions Team Lead helps guide our team members to become more efficient and successful while supporting our most strategic clients and partners. The primary responsibility of the Strategic Client Solutions Team Lead is to lead a team of individuals focused on providing exceptional support to our most strategic clients and partners by handling incoming inquiries via phone, email, and our web portal. Proactive problem identification, communication and leadership skills are essential in providing superior guidance to our team members. The Strategic Client Solutions Team Lead plays a critical role in the overall satisfaction of our clients and partners by providing daily assistance to our team members to ensure they can support our strategic clients and partners directly.



What you'll be doing:



  • Proactively monitors Analyst case handling for timeliness and accuracy in efforts to maintain outstanding case cycle times and high client satisfaction scores


  • Provides continuous support and assistance to dedicated team of Analysts on the Strategic Client Solutions team


  • Leads by example for dedicated team of Analysts


  • Routinely reports on and evaluates dedicated teams' statistical performance and adherence to maintaining Service Level Agreements for strategic clients and partners


  • Routinely responds to and assists dedicated team of Analysts in a timely manner with questions and training needs through numerous outlets (Salesforce Tasks, Emails, Slack Messages)


  • Takes ownership of the team's cases and understands they reflect Waystar's brand and reputation


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


  • Addresses escalations related to client dissatisfaction with the resolution of departmental cases as needed; identifies root cause(s) of dissatisfaction; implements corrective action(s) to prevent re-occurrence of incident creating dissatisfaction


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


  • Serves as a liaison representing Client Success on special projects and workflow for process improvements


  • Routinely meets in-person with dedicated Analysts to coach them to be efficient and successful


  • Possesses a breadth of overall knowledge on all strategic clients and partners, and can articulate overall health of client and partner from a support standpoint


  • Possesses comprehensive understanding of the Waystar product line; this is critical for triaging cases to technology departments, identifying defects, sharing knowledge with team members, etc.


  • Willingness to be available whenever assistance is needed, which may require additional time before or after the normal business hours for the Strategic Client Solutions team


  • Often assists Manager with training and coaching of the team in functional aspects of Waystar i.e. processes/workflow, SalesForce, etiquette, professionalism, roles and responsibilities.


  • Travels for face-to-face visits to strategic clients and partners when deemed necessary


  • Serves as a 24/7 escalated point of contact for specific strategic clients supported outside of business hours


  • Acts as a counterpart to Strategic Clients Solutions Manager with less responsibility and managerial tasks


  • Performs other tasks and/or projects as assigned by Management within the area of responsibility and control





What we're looking for:



  • Bachelor's Degree is required


  • Advanced Degree is preferred


  • Previous leadership experience is required


  • Experience working in healthcare, whether it be medical billing, coding, administration, etc. is preferred


  • Working knowledge of EDI files is preferred


  • Exceptional client service skills


  • Self-accountable and trustworthy


  • Detail-oriented and organized


  • Willingness to lead by example and advocate for team members


  • Resourceful and self-motivated in working under pressure in a fast-paced team environment


  • Ability to execute and prioritize many tasks in a fast-paced environment


  • Professional, effective, and clear communication skills (written and oral)


  • Demonstrated listening and analytical skills


  • Ability to build strong relationships with team members, clients and vendors


  • Ability to execute and prioritize a large number of tasks in a fast-paced environment


  • Strong sense of urgency


  • Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word


  • You need to be focused- Waystar employees have an obsessive zeal about people and innovative solution


  • Can you make it happen? You should work efficiently and be accountable for your results


  • We need your best work, always - At Waystar we work with facts and communicate clearly and respectfully


  • Team Player - You need to be able to work with others towards a common purpose/goal to create strong alliances with clients, partners, and fellow employees




Waystarprovides cloud-based technology that simplifies and unifies healthcare payments.Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. 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 and fun.


Waystar products have won Best in KLAS® or Category Leader every year 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, visitwaystar.comor follow@Waystaron Twitter.
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