Manager, Payment Operations (Credit Card) at Waystar in Louisville, Kentucky

Job Description:

Manager, Payment Operations is responsible for designing and improving the throughput of Payment Facilitator / Credit Card processing program to fulfill service level agreements provided to Waystar clients. Beyond completing the payment facilitator tasks, the Manager, Payment Operations will need to have a vigilant focus optimizing the metrics and staffing levels that scale with Waystar's increasing credit card processing volume.This role will often involve project management skills to work with other stakeholders in the business to implement processes, people and technology in an effective way.


The Payment Operations Team is responsible for ensuring high quality processing related to Waystar's credit card transactions including the payment facilitator program. The Payment Operations Team for credit card is the Tier 2 point of contact between the provider (client) and Waystar for operational tasks related to credit card processing.


These include but are not limited to:
• Underwriting
• Merchant boarding
• Point of Sales hardware orders and troubleshooting
• Credit card chargebacks
• Transaction risk holds
• BSA / AML routine merchant reviews



What you'll be doing:




Essential duties include but are not limited to:




Manage a Team of Support Analysts:

• Monitor the actions of Support Analyst team members for accuracy and efficiency of underwriting and merchant boarding through Salesforce cases.


• Monitor the actions of the Support Analyst team members dedicated to point of sale hardware terminals orders and troubleshooting


• Reach out to providers to resolve chargebacks through Salesforce cases


• Identify transaction issues with Accounting to complete daily reconcile issues


• Ensure that all flagged transactions marked as risky are resolved before disbursing funds


• Onboarding new merchant accounts on demand


• Submitting hardware orders to upstream vendors for fulfillment


• Troubleshooting any issues with client processing configuration regarding merchant accounts or hardware


• Set, monitor, and provide ongoing feedback on goals for members of the Payment Operations team in weekly one-on-one meetings and quarterly reviews through quarterly reviews


• Recruit, interview, provide new staff orientation, development and training as required


• Guide team members to improve and enable them to pursue career opportunities for growth within Waystar


• Manage shift prioritization with time off requests to ensure coverage


• Escalation point of contact for PagerDuty related to risk monitoring before daily batch closure

Optimize and Improve Team Efforts

• Create and design a dashboard of metrics that indicate credit card trends and improvement areas.


• Use data to identify trends that require intervention either through people, process or technology to increase throughput rates and quality.


• Design and request staffing levels that cover the volume of support needs as well as the fulfillment of service level agreements for after-hours support.


• Seek sponsorship and partnership from other areas of the business in order to increase

• Project management skills will be required in order to properly identify the right data, processes and solutions that can be implemented to improve the quality and throughput of the Payment Operations team.


• Manager, Payment Operations will need to be able to balance multiple projects, SLAs and business objectives and remain focused towards Waystar's mission of providing great quality service.

Customer Success and Provider Escalation

• Communicate with customer success team members to identify trends and training needs for providers related to underwriting, merchant boarding, risk monitoring and chargebacks. Escalate as needed in order to provide the highest levels of service to Patientco clients..


• Create and design reports with transaction trends to Customer Success and Vendor Relations and for inclusion into monthly/quarterly reports.

Enhance Customer Service

• Maintain SLA standards and metrics for credit card transactions - coverage, response times, satisfaction standards, accuracy, etc.


• Train and develop Payment Operations to continually improve transaction delivery


• Regularly analyze provider interactions (chargebacks, risk monitoring, hardware troubleshooting) to identify - potential problems, areas for improvement, new features that may be helpful

HIPAA Compliance

• Ensure HIPAA compliance with chargebacks and quarterly ACH audits for PHI


• Properly redact and if necessary document any patient disclosed PHI

What we're looking for:



The requirements for the position are as follows:

• Project management skills - the ability to identify problem statements, interview stakeholders and work with team members to resolve trends through scoping, testing and staged implementation steps.


• Analytical skills - ability to distill insights from raw data and identify possible resolutions to improve quality


• Prioritization skills - Ability to work in multi-task environment


• Excellent customer service skills - the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious


• Presentation skills - ability to present business cases to management teams to partner on solutions


• Ability to identify and develop great talent


• A passion for helping people solve problems


• A strong sense of urgency


• Excels working in a team environment


• Ability to communicate clearly and professionally, both verbally and in writing


• Detail oriented, self-motivated, and attention to accuracy


• Strong work ethic and team player


• A sense of humor

• Bachelor's degree required


• 5-7 Years of Experience in customer service or finance with a strong preference of credit card industry including but not limited to gateways, processors, payment facilitator, underwriting


• Excellent Computer 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 waystar.com or follow @Waystar on Twitter. Apply Now