Customer Support Advocate, Clinical Integrity / Revenue Capture

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver advanced front-line assistance to Waystar clients through phone, email, and chat, addressing intricate product functionality inquiries, technical challenges, and billing questions.

• Proactively identify and resolve client issues, escalating them to the appropriate internal teams when necessary and ensuring follow-through to resolution.

• Educate clients on the features of Waystar products, best practices, and new updates.

• Conduct individual or small-group training sessions for clients as required.

• Record client interactions, issues, and solutions in the CRM system.

• Work collaboratively with sales, professional services, and product teams to convey client feedback and spot trends.

• Participate in initiatives aimed at ongoing improvement.

• Assist in creating client-facing knowledge base articles and support documentation.

• Engage in client onboarding and implementation activities.

• Keep product knowledge current and stay informed about industry developments and Waystar enhancements.

• Manage sensitive client information with confidentiality and professionalism.

⛳️ Requirements

• 2–4 years of experience in customer service, client support, or client success, ideally within healthcare technology or software.

• Demonstrated ability to handle and resolve complex client issues with a strong emphasis on client satisfaction.

• Exceptional verbal and written communication skills.

• Capability to clarify technical concepts to non-technical audiences effectively.

• Strong analytical skills and a systematic approach to troubleshooting.

• Proficiency in CRM software such as Salesforce or Zendesk, along with other customer support tools.

• Ability to work autonomously and collaboratively within a fast-paced environment.

• Excellent organizational skills and attention to detail.

• Bachelor's degree preferred, or equivalent practical experience.

• Familiarity with healthcare revenue cycle management or medical billing processes is a notable advantage.

🏝️ Benefits

• Competitive total rewards package (base salary + bonus, if applicable).

• Customizable benefits package featuring three medical plans and a Health Savings Account company match.

• Generous paid time off for non-exempt employees, beginning with three weeks plus 13 paid holidays, which includes two personal floating holidays.

• Flexible time off for exempt employees along with 13 paid holidays.

• Paid parental leave, encompassing both maternity and paternity leave.

• Opportunities for education assistance.

• Complimentary access to LinkedIn Learning.

• Free mental health and family planning programs, including adoption assistance and fertility support.

• 401(K) plan with company match.

• Pet insurance.

• Employee resource groups.