Manager, Technical Research

ABOUT THIS POSITION

Are you looking for a challenging, fast-paced opportunity and wanting to take your career in healthcare IT to the next level? Waystar is seeking a Manager, Technical Research, who will work within the Client Operations team. This position will provide second-tier research leadership on support cases. The Manager, Technical Research, will not only lead a team of Technical Research Specialists (TRSs) that work on complex support-related issues but also mentor team members, hold regular 1:1s and team meetings to foster growth and collaboration, identify process improvement opportunities lead to improved productivity and scalability.

WHAT YOU'LL DO

• Oversee a team of TRSs that research complex technical issues (i.e. SFTP, Rules, etc)   
• Create and maintain standard support procedures and workflows  
• Develop the framework to evaluate the completeness and accuracy of incoming Tier 2 triage issues and requests regarding client data, portal configuration, SFTP troubleshooting, custom rule creation, etc.
• Maintains a severity level matrix and associated SLAs for all accepted Tier 2 triage cases (cycle time, backlog SLAs, follow ups, etc)
• Maintains technical documentation for research and resolution pathways 
• Partners with Waystar's Support, Operations, and Engineering leaders to thoroughly identify root cause and recommended resolution for specific issues as well as underlying issues that could affect multiple clients 
• Identifies opportunities for improvement in client configurations or Waystar processes 
• Collaborates cross-functionally across other Waystar teams to provide excellent service and support to Waystar's clients 

WHAT YOU'LL NEED

• Relevant job experience of 2+ years or technical, support, or other relevant management experience 
• Lead and mentor a team of 5-8 direct reports (individual contributors)
• Conduct re-occurring 1:1s to help with team member needs, growth, performance conversations, etc
• Run regular capacity plans to ensure adequate coverage
• Leads by example for the team by ensuring all cases meet or exceed the team case expectations
• Takes ownership of the team’s cases & escalation and understands they are a reflection of Waystar
• Monitor case handling for timely and accurate handling
• Manages Team Leads to help team members with escalated issues that require internal or external management attention
• Handle escalations related to client dissatisfaction with the resolution of departmental cases as needed; identify root cause(s) of dissatisfaction; implement corrective action(s) to prevent reoccurrence of incident creating dissatisfaction
• Work 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
• Act as a liaison representing Operations on special projects and workflow for process improvements
• Drive and maintain service and performance metric reports
• Perform other duties and /or projects as assigned by management within the area of responsibility and control
• Possible face-to-face visits to partner/client sites
• Manage complexities of vendor partners and their clients
• Articulate overall health of client from Support perspective
• Travel up to a maximum of 15% annually

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.