Manager, Enterprise Client Support

Waystar • Atlanta, GA

7d

About The Position

Waystar is seeking a manager to lead the Enterprise Client Support team focused on our Presumptive Charity (PARO), Propensity to Pay, and Agency Manager (AM) products. This role is critical in driving operational excellence, supporting strategic clients, and ensuring high-quality service delivery across financial assistance and agency management workflows. The Manager will oversee a team of Strategic Solutions Analysts (SSAs), providing leadership, mentorship, and strategic direction. This role requires deep expertise in healthcare revenue cycle operations, financial assistance policy interpretation, scoring methodologies, and agency placement processes.

Requirements

• Bachelor’s Degree preferred.
• 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.

Nice To Haves

• Experience with in Waystar ’s support organization is strongly preferred.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees