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Technical Research Specialist at Waystar in Salt Lake City, Utah

Posted in Other 30+ days ago.

Job Description:

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 Technical Research Specialist who will work within the Hospital and Health Systems Client Operations team. This position will provide second-tier research and root cause analysis on support cases for Waystar's Patient Access platform. The TRS will research complex issues and recommend next steps for resolution as required by Waystar's engineers and other technical teams. The TRS role will directly support our frontline client-facing support teams and on- occasion work directly with clients.

What you'll be doing:

  • Evaluates the completeness and accuracy of incoming Tier 2 triage issues and requests regarding client data, portal configuration, estimation accuracy, and/or host system integration

  • Accepts or rejects incoming Tier 2 triage cases and provides guidance on required information to properly triage

  • Assigns a severity level and associated SLA, based on severity level/SLA matrix, for all accepted Tier 2 triage cases

  • Maintains technical documentation for research and resolution pathways

  • Partners with Waystar's Support and Strategic Solutions Analyst teams to thoroughly identify root cause and recommended resolution for specific issues as well as underlying issues that could affect multiple clients

  • Open cases with third-tier Waystar teams driving issue resolution, clearly articulating root cause and recommended resolution path

  • 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 we're looking for:

  • Relevant job experience of 5 years or more

  • BS/BA degree in engineering, computer science or equivalent practical experience preferred

  • Understanding of API, HL7, SFTP and other integration tools required

  • Excellent analytic and problem-solving skills

Waystar provides 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, visit or follow @Waystar on Twitter.
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