Waystar Client Support Representative reviews

While I feel the company as a whole strives for inclusion and diversity, there are still locations lacking diverse teams. I feel like an outcast of my team because there are regular team conversations that should never happen in a work setting. Sharing staunch political views and demeaning those who think differently is heartbreaking and uncomfortable to sit through. And just because you are not called out in a meeting for saying these things, doesn’t mean it is ok to continue to do so.

The employee turn over at this company is so rampant that no one knows what they are doing... ( which means if you're client facing, it all falls on you) if you need help or to work with other departments for something... your emails or question will just get passed around until ultimately people stop responding. There was a rush of new hires to replace the mass exodus of people leaving and it's been a revolving door of new hires - not getting proper training - and then people getting frustrated and leaving - this company has no foundation and trying to show up and do a great job despite the challenges is impossible if the structure of the company is crashing. There is a giant gap between the C suite and the rest of the company. The leaders are getting immense pressure from Bain Capital ( the company that funded the merger) to grow at a rapid pace and the foundation of this company is crumbling. The entire company is on edge and each day is a guessing game of who left or who is getting fired next. The moral is depressing and tensions are high. There are so many unnecessary processes due to the high turnover and new hires. Each new manager/leader came in and implemented their new ideas and there are so many of those ideas that haven't been removed/updated that the workflow is clouded with unproductive steps and makes no sense holistically. Clients are angry and not happy that they can't get answers or resolutions to their problems. They don't have confidence in the support team or their account executives and when things go wrong it takes months to get a resolution if there is one. Often times departments have conflicting training or answers to solutions. The client is often times caught in the middle of conflicting information and most frequently this happens during a call with support or their implementation after they have signed a contract.