Waystar

Cloud-based platform streamlining healthcare payments

Client Success Manager

Customer SuccessConfirmed live in the last 24 hours

Full-timeRemote in USA

About the Job

Requirements

A four-year bachelor's degree is required.
At least three years of analyst, project management, or account management experience in a healthcare software or consulting environment is required.
Experience building and managing relationships, including interacting with all levels of management internally and with clients, is required.
Project management experience is required, including leading meetings, drafting status reports, developing and managing project plans, tracking issue and risk logs, and developing and monitoring resource plans.
Understanding of vocabulary used in healthcare and revenue cycle operations is required.
Experience with root cause analysis, troubleshooting, and investigating issues is required.
Ability to execute and prioritize a large number of tasks in a fast-paced environment is required.
Ability to work independently and participate in cross-functional teams is required.
Process and change management skills are required.
Subject matter expertise and dedication to remaining current with industry changes are required.
Proficiency in Microsoft Office applications, specifically Excel, PowerPoint, and Word, is required.
Excellent phone and presentation skills are required.
Ability and willingness to travel up to 25% of the time to client sites, corporate meetings, and conferences or seminars is required.

Responsibilities

Serve as an operational point of contact, advocate, problem solver, and trusted advisor for a defined set of clients.
Partner with clients to proactively improve client health and satisfaction by monitoring performance, adoption, and satisfaction metrics and developing relationships to uncover expansion opportunities.
Demonstrate Waystar's value proposition to key influencers and decision makers, including client directors and managers.
Establish a metrics framework based on Waystar best practices to measure, monitor, and communicate the total value delivered through use of Waystar technology.
Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in reference and marketing programs and to support renewals and annual booking plans.
Demonstrate Waystar's revenue cycle management technologies.
Identify and quantify product feedback, including enhancements and areas for improvement, to help drive product strategy.
Lead or participate in client status calls at a defined cadence, ranging from weekly to monthly.
Travel independently or as part of a team for on-site executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results.
Identify process-improvement opportunities and conduct data analysis to identify root causes.
Provide ongoing training and development.
Manage daily activity within the Salesforce customer relationship management system.
Perform other duties and projects as assigned by Client Success leadership.

Desired Qualifications

Hands-on experience with practice management or hospital information systems, such as Epic or Cerner, is preferred.
SQL experience or knowledge is strongly preferred.

ABOUT THIS POSITION

A Waystar Client Success Manager (CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplify and unify our clients’ revenue cycle.

WHAT YOU'LL DO

Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
Effective demonstration of Waystar’s value proposition with key influencers and decision makers to include but not limited to client’s Directors and Managers
Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
Effective demonstration of Waystar’s RCM technologies
Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
Provide ongoing training and development
Manage daily activity within Salesforce CRM system
Perform other duties and projects as assigned by Client Success leadership

WHAT YOU'LL NEED

4-year bachelor’sdegree
3+yearsofanalyst/project management/account management experiencein healthcare softwareorconsulting environment
Experience buildingand managingrelationships, including interacting with all levels of management (both internally and client-focused)

Project management experience (e.g.lead meetings, draft status reports, develop&manage project plans, track issues/risk logs, develop&monitor resource plans, etc.)
Understand the vocabulary used in ahealthcare andrevenue cycle operations
Experience withroot cause analysis, including the skill and experience to troubleshootandinvestigateissues
Ability to execute and prioritize a large number of tasksin a fast-paced environment
Ability to work independently and to participate in cross-functional teams

Possess process and change management skills
Subject matter expertise and dedication to remaining current with industrychanges
Outstanding communication(written and oral)and interpersonal skills
Proficient in Microsoft Office applications, specifically Excel,PowerPoint, and Word
Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)

Excellent phone and presentation skills
SQL experience/knowledge strongly preferred
Ability and willingness to travel up to 25% of the timeto client sites, corporate meetings, and conferences/seminars

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. 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 & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards 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, visit waystar.comor follow @Waystaron Twitter.

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.

About the Company

Waystar

Cloud-based platform streamlining healthcare payments

Waystar provides cloud-based payments technology that unifies and simplifies healthcare payments for providers, payers, and patients. Its platform integrates with major health information systems and practice management systems to streamline workflows, improve healthcare financials, and increase transparency in the patient financial experience. The platform serves more than 450,000 providers, 750 health systems and hospitals, and 5,000 health plans. By connecting with existing HIS and practice management tools, it enables centralized payment processing, billing, and patient billing experiences across the healthcare ecosystem. Waystar differentiates itself through its large network of integrations, cloud-based delivery, and a focus on end-to-end payment workflows that improve financial operations and patient experience. The goal is to simplify and unify healthcare payments, helping providers get paid faster and patients understand and manage their medical bills more clearly.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Louisville, KY
Founded: 2000

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