Waystar

Lead and manage a team supporting healthcare financial services products, drive operational excellence, and collaborate across teams to resolve complex client issues. | Leadership experience in healthcare support or revenue cycle operations, strong client service skills, proficiency in Salesforce and Microsoft Office, and ability to manage multiple priorities. | ABOUT THIS POSITION Waystar is seeking a manager to lead the Enterprise Client Support team focused on our Presumptive Charity (PARO), Propensity to Pay, and Agency Manager (AM) products. This role is critical in driving operational excellence, supporting strategic clients, and ensuring high-quality service delivery across financial assistance and agency management workflows. The Manager will oversee a team of Strategic Solutions Analysts (SSAs), providing leadership, mentorship, and strategic direction. This role requires deep expertise in healthcare revenue cycle operations, financial assistance policy interpretation, scoring methodologies, and agency placement processes. WHAT YOU'LL DO 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. WHAT YOU'LL NEED Bachelor’s Degree preferred. 3+ years of leadership experience, preferably in healthcare technology or revenue cycle operations. Experience within 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. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. 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 & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards 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. 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. 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.

Design, develop, and implement web and process applications, troubleshoot issues, and collaborate with teams to improve existing applications. | Experience with programming languages like C#, Java, JavaScript, Python, SQL databases, cloud technologies, and version control. | ABOUT THIS POSITION Right now, we are looking for an outstanding, brilliant, and driven Application Engineer to join our growing team. While our Application Engineers are involved in multiple things throughout the Technology organization, primarily they are responsible for working with the Technology and the Business teams to design, build, and implement amazing web and process applications. These Team Members are also charged with assisting the Client Success department in resolving issues relating to production processes. The Application Engineer is responsible for troubleshooting and resolving technical issues as well. WHAT YOU'LL DO Proposes technical solutions to the Manager, Application Engineering Designs/develops/tests/implements improvements or new features into the Waystar website and core processing applications Responsible for developing/augmenting applications based on the functional and technical specifications Responsible for adhering to Waystar coding standards and the approved technologies, and proposing amendments to either when necessary Unit tests all changes on development, and then works with the appropriate Business and/or Technology Owner(s) to ensure that the developed solution meets the business requirements Communicates the development progress daily to the senior-level team members Attends to any work items assigned through the internal case system in a timely fashion Takes ownership of work items assigned, communicates estimates and daily progress as part of the SDLC process, and actively works to resolve issues blocking progress Assists in the QA process Participates, as required, in Production Code Turn days, providing instructions for deploying the code changes successfully, and for Smoke Testing code post-release Develops and maintains open and fluid communication with Management Develops and maintains a positive relationship with other team members Assists in the creation and/or approving of technical specifications Assists in identifying areas in the application that need to be refactored Works with the various departments and team members to design and/or implement various new enhancements to the existing web application.; this includes, but is not limited to, SQL table design, SQL stored procedure design, and process design in the designated programming language Tracks any changes required by such development using internal tools, and communicates to the QA Team any abnormalities required to push the changes from development through the various stages to production Identifies and informs the Manager, Application Engineering of areas of the application that can be improved by refactoring, optimization, or other improved technology solutions Notifies the Manager, Application Engineering of any problems that negatively impact applications, and works to implement a solution Communicates and works with the Manager, Application Engineering to reassign any items that cannot be addressed in a timely fashion Provides estimates for project tasks using an internal project tool, and updates the estimates if they increase or decrease Additional duties as assigned WHAT YOU'LL NEED Experience with statically typed / compiled languages (c#, java, c, go) Experience with dynamically typed / interpreted languages (javascript, python, php) Experience with Relational Databases (sql server, mysql, postgres) Experience with cloud technologies (aws, gcloud, azure) Experience with Version Control (git) Experience with Unit and Integration Testing Methodologies Experience building highly-scalable software solutions Excellent written and verbal communication skills Ability to work in a fast-paced environment & welcome change Highly self-motivated Preferred Skills: Experience scaling real-time high availability APIs Experience integrating with payment gateways and processors (Stripe, Elavon, Authorize.Net, NMI, USAePay, WorldPay, TSYS, etc) Experience with finance and banking processes and concepts (merchant accounts, ACH, settlement, etc) ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. 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 & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards 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. 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. 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.

Develop and optimize AI pipelines, fine-tune language models, and build agentic AI systems within a cloud environment. | Proven experience with NLP, language models, cloud deployment, and MLOps, with a focus on AI system development. | ABOUT THIS POSITION We are seeking a highly skilled and innovative Senior ML Engineer with a passion for building robust, efficient, and domain-specific AI systems using Language Models (LMs) and agentic architectures. As a core member of the team, you will be instrumental in developing the entire ML pipeline, from sophisticated data extraction techniques to fine-tuning specialized LMs and orchestrating their interactions within a multi-agent framework. This is a unique opportunity to apply state-of-the-art Generative AI and NLP techniques to a real-world, high-impact problem, leveraging the latest research in agentic AI and LMs to deliver economical and powerful solutions. WHAT YOU'LL DO Data Pipeline & Knowledge Base Construction: Design, implement, and optimize robust pipelines for ingesting, parsing, and extracting structured information from complex documents (leveraging OCR, document layout analysis, Named Entity Recognition (NER), and Relationship Extraction (RE). Develop rich, nested JSON schemas for representing structured data and ensure scalable storage Generate and manage high-quality vector embeddings for efficient retrieval-augmented generation (RAG) within a Vector Database. Language Model (LM) Development & Fine-tuning: Research, select, and experiment with appropriate open-source Language Models (Large & Small) (e.g., Phi-3, Mistral, Llama, Nemotron-H families) for specialized tasks. Design and execute efficient fine-tuning strategies (e.g., LoRA, QLoRA, full fine-tuning) on curated, domain-specific datasets to achieve precise performance for tasks like coverage determination, code lookups, and policy rule application. Explore and implement knowledge distillation techniques to transfer capabilities from larger models to smaller, more efficient LMs. Agentic System Design & Implementation: Build and maintain the core agentic framework, including the orchestrator that intelligently routes queries and coordinates interactions between various specialized LM tools. Develop and integrate "tools" (specialized LMs and external APIs) that perform atomic medical necessity tasks, ensuring strict behavioral alignment and structured outputs. MLOps & Deployment: Deploy, manage, and monitor LMs and agentic components on Google Cloud Platform (GCP) using services like Vertex AI, GKE, Cloud Functions, and Cloud Run. Implement robust MLOps practices for continuous integration, continuous delivery (CI/CD), model versioning, and performance monitoring (latency, throughput, accuracy). Continuous Improvement & Research: Establish effective feedback loops from end-user interactions and system logs to identify areas for model improvement. Curate and expand training datasets, ensuring data privacy (PHI/PII masking) and legal compliance. Stay abreast of the latest research in LMs, agentic AI, NLP, and document understanding, applying relevant advancements to our system. Collaboration: Work closely with subject matter experts, product managers, and other engineers to translate complex requirements into technical solutions and evaluate system performance. WHAT YOU'LL NEED Bachelor's or Master's degree in Computer Science, Machine Learning, Artificial Intelligence, or a related quantitative field. 3+ years of professional experience in Machine Learning Engineering, with a strong focus on NLP. Proven experience with Language Models (LMs), including model selection, fine-tuning, and deployment. Strong proficiency in Python and familiarity with ML frameworks (e.g., PyTorch, TensorFlow, Hugging Face Transformers). Solid understanding and hands-on experience with core NLP techniques and architectures, especially Transformers. Experience with cloud platforms, particularly Google Cloud Platform (GCP), including services like Vertex AI, Cloud Storage, and compute services. Familiarity with MLOps principles and tools for model serving, monitoring, and pipeline automation. Excellent problem-solving skills, attention to detail, and ability to work independently and collaboratively. Active use of artificial intelligence (AI) tools and techniques to enhance performance, drive innovation, and improve decision-making across business functions. Ability to leverage AI tools and platforms to streamline workflows, improve decision-making, and drive innovation. Curiosity and adaptability in exploring emerging AI technologies, with a mindset for continuous learning and experimentation. What Will Make You Stand Out (Preferred Qualifications): Hands-on experience building or contributing to agentic AI systems or multi-agent frameworks. Direct experience with document processing technologies such as OCR, layout parsing, Document AI, or custom information extraction from unstructured text. Experience with Vector Databases (e.g., pgvector, Pinecone, Weaviate, Qdrant) and RAG architectures. Exposure to the healthcare domain, particularly understanding medical terminology, CPT/ICD codes, or regulatory documents. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. 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 & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards 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. 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. 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.

Design, implement, and maintain system reliability solutions, monitoring, incident response, and collaboration for data infrastructure. | 7+ years in SRE/DevOps, strong cloud and container orchestration skills, experience with observability tools, and programming skills in Python and similar languages. | ABOUT THIS POSITION We are looking for a talented and driven Site Reliability Engineering (SRE) Specialist to support our engineering team, which manages the infrastructure and services that power our Waystar products. This role is ideal for an experienced engineer who thrives in data-intensive environments and is passionate about building reliable, scalable systems that ensure data integrity, availability, and performance. As an SRE Specialist, you’ll work closely with engineering, product, and data teams to ensure our data licensing platforms are resilient, observable, and continuously improving. WHAT YOU'LL DO System Reliability & Performance Design and implement reliability solutions for data ingestion, processing, and delivery pipelines. Define and maintain SLIs/SLOs for data licensing services and manage error budgets. Build automation for deployment, monitoring, and incident response. Observability & Monitoring Enhance system observability through metrics, logging, and tracing. Develop and maintain dashboards and alerts to proactively detect and resolve issues. Incident Response & Postmortems Participate in on-call rotations and lead incident response efforts. Conduct root cause analysis and drive post-incident improvements. Maintain runbooks and operational documentation. Collaboration & Continuous Improvement Partner with software and data engineers to embed reliability into system design. Contribute to blameless postmortems and reliability reviews. Share knowledge and mentor junior team members. WHAT YOU'LL NEED 7+ years of experience in SRE, DevOps, or infrastructure engineering. Strong understanding of cloud platforms (AWS, GCP, or Azure), container orchestration (Kubernetes), and infrastructure-as-code (Terraform, CloudFormation). Experience with observability tools (e.g., Prometheus, Grafana, Splunk) and CI/CD pipelines. Familiarity with data platforms, ETL pipelines, and distributed systems. Excellent problem-solving and communication skills. Experience with Python, Powershell, and other similar languages Active use of artificial intelligence (AI) tools and techniques to enhance performance, drive innovation, and improve decision-making across business functions Ability to leverage AI tools and platforms to streamline workflows, improve decision-making, and drive innovation Curiosity and adaptability in exploring emerging AI technologies, with a mindset for continuous learning and experimentation Preferred Qualifications Experience with data licensing, data governance, or data compliance frameworks. Exposure to data pipeline tools (e.g., Apache Airflow, Kafka, Spark). Familiarity with regulatory requirements related to data usage and distribution. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. 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 & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards 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. 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. 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.