Sr. Client Service Specialist managing client risk management solutions for The Baldwin Group in Texas. Working closely with advisors and dedicated professionals to analyze client data and evaluate needs.
About the role
- Manager leading Enterprise Client Support team for Waystar's Presumptive Charity and healthcare solutions. Driving operational excellence and strategic initiatives for client support.
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.
Requirements
- Bachelor’s Degree preferred.
- 3+ years of leadership experience, preferably in healthcare technology or revenue cycle operations.
- Experience with in Waystar ’s support organization is strongly preferred.
- 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.
Benefits
- Competitive total rewards (base salary + bonus, if applicable)
- Customizable benefits package (3 medical plans with Health Saving Account company match)
- Generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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