Manager, Solution Adoption

About the role

This Manager position reports to the Director of Solution Adoption and leads a team of Solution Adoption Consultants responsible for delivering high-quality onboarding and implementation experiences for Waystar’s Patient Financial Experience solutions. This includes solutions supporting patient payments, merchant processing, cash management workflows, and healthcare financial data integrations.

Responsibilities

• Lead, manage, and develop a team of Solution Adoption Consultants responsible for patient financial experience implementations, including patient payments, merchant processing, and healthcare financial integrations
• Set clear performance expectations, provide ongoing coaching, and conduct regular 1:1s to support team development, accountability, and career growth
• Build a strong, scalable team structure capable of supporting increasing implementation volume and complexity across enterprise health system clients
• Partner closely with Sales, Product, Engineering, and Client Success leadership to ensure alignment on implementation strategy, capacity planning, and client delivery expectations
• Oversee team workload management, resource allocation, and prioritization to ensure successful execution across multiple concurrent implementations
• Ensure consistent adoption of implementation methodology across the team to drive predictable outcomes, quality delivery, and client satisfaction
• Lead team meetings focused on performance tracking, project health, escalation management, and best practice sharing
• Act as an escalation point for complex client or implementation issues involving payment workflows, merchant onboarding, payment devices, networking dependencies, or healthcare financial integrations
• Drive accountability across the team for meeting project milestones, timelines, and customer success criteria
• Identify coaching opportunities and implement structured development plans to strengthen technical, operational, and client-facing capabilities
• Foster a high-performance, collaborative team culture focused on ownership, responsiveness, and continuous improvement
• Develop and refine onboarding and training programs to accelerate ramp time for new hires and deepen expertise across patient financial workflows, payment APIs, Salesforce workflows, payment devices, and integration processes
• Proactively identify process improvements to increase scalability, efficiency, and consistency across the implementation function
• Communicate team performance, operational risks, and strategic updates to senior leadership and key stakeholders

Requirements

• 5+ years of experience in healthcare revenue cycle, patient financial services, healthcare payments, or healthcare technology implementation
• 2+ years of direct people management or team leadership experience
• Demonstrated success leading high-performing teams in a client-facing implementation or consulting environment
• Strong understanding of patient financial workflows, including patient payments, billing, collections, reconciliation, and cash posting processes
• Experience with healthcare payment systems, merchant processing, and merchant onboarding workflows
• Strong technical acumen with healthcare data integrations, including APIs and system interoperability between EMR, ERP, and payment platforms
• Familiarity with payment devices (e.g., point-of-sale terminals, kiosks, card readers) and related networking/connectivity requirements in healthcare or retail environments
• Proven ability to manage multiple team members, projects, and priorities in a fast-paced environment
• Strong coaching, mentoring, and performance management skills with a track record of developing talent
• Excellent problem-solving, troubleshooting, and escalation management skills
• Strong communication skills with the ability to engage effectively with executives, operational leaders, and technical stakeholders
• HIPAA knowledge and understanding of healthcare data privacy requirements
• Proficiency with Microsoft Office Suite
• Ability to travel up to 50%

Preferred Knowledge

• Experience working with Epic or Cerner EMR integrations, particularly within patient financial workflows
• Knowledge of healthcare payment gateways, merchant services, and patient payment platforms
• Strong understanding of API-based payment integrations and payment orchestration between healthcare and financial systems
• Familiarity with payment hardware ecosystems, including device provisioning, configuration, and network setup/support considerations
• Experience leading or scaling professional services, implementation, or consulting teams in a healthcare technology environment
• Experience supporting or leading Salesforce-based implementation workflows, reporting, or case management processes
• Understanding of healthcare reimbursement models, payer workflows, and financial clearance processes

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