Client Care Specialist at Gateway Services providing quality customer service in pet aftercare. Responsible for customer interactions, product knowledge, and administrative tasks while ensuring client satisfaction.
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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