Manager, Payment Operations

ABOUT THIS POSITION

The Manager, Payment Operations is responsible for ensuring high quality processing related to lockbox, ACH and credit card transactions. In addition, this team is responsible for monitoring credit card transactions and enforcing policies in adherence to Payment Facilitator requirements. The Manager, Payment Operations is the first point of contact to configure clients for credit card and lockbox processing including hardware delivery and configuration.

These include but are not limited to:
● Lockbox exception processing
● Lockbox correspondence association
● Lockbox stop files
● Credit card chargebacks
● Transaction risk holds
● ACH audit completion
● Merchant Account Creation
● Enforcing Pay Fac Policies for AML & Risk Management
● Submitting recurring hardware orders

The Manager, Payment Operations Lead is responsible for ensuring that transaction tasks and service level agreements are completed daily related to lockbox, ACH, credit cards, merchant account creation, risk holds, and enforcing Payment Facilitator policy adherence related to transaction processing.

This position is responsible for reporting on overall metrics for accuracy and efficiency of the team. This individual will work with management to identify areas where coaching and guiding team members can improve effectiveness.

WHAT YOU'LL DO

Complete Daily Operational Requirements

• Work with team to ensure that lockbox exception payments and correspondence are applied to the correct patient accounts
• Reach out to providers to resolve chargebacks through Salesforce cases
• Work with ACH vendors to complete quarterly audits
• Identify transaction issues with Finance to complete daily reconcile issues
• Escalate transaction problems to the provider when necessary
• Identify errors, determine root cause and alert related parties to any issues as needed
• 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 lockbox, merchant accounts, or hardware

Lead Team of Financial Operations Associates

• Monitor the actions of other Manager, Payment Operations members for accuracy and efficiency in Daily Operations. This position will be a player-coach in completing daily tasks alongside Associates.
• Set, monitor, and provide ongoing feedback on goals for members of the Manager, Payment Operations 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
• Report on processing exceptions trends and SLAs
• Provide error logs to upstream vendors

Measure Team Efforts

• Maintain a dashboard of financial operations metrics
• Gather and use data from vendor interactions to improve throughput metrics
• Maintain appropriate staffing levels based on support volume and forecast
• Identify opportunities to increase efficiency in activities and workflows
• Create and maintain a high-quality work environment so Financial Operations Associates are motivated to perform at their highest level
• Partner within organization to improve tools used for daily work

Provider Escalation

• Communicate with providers for transaction exception processing and chargebacks when appropriate, escalate to solve issues when necessary.
• Surface reports with transaction activities to Vendor Relations and for inclusion into monthly/quarterly reports

Enhance Customer Service

• Maintain SLA standards and metrics for financial operations – coverage, response times, satisfaction standards, accuracy, etc.
• Train and develop Financial Operations to continually improve transaction delivery
• Regularly analyze provider interactions (chargebacks, exception processing) 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 YOU'LL NEED

The requirements for the position are as follows:
●    Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, reso