Manager, Solution Adoption

About This Position

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. These solutions support patient payments, merchant processing, cash management workflows, and healthcare financial data integrations.

• 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

• 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
• Experience working with Salesforce or similar CRM platforms for implementation tracking, case management, or workflow coordination
• Familiarity with payment devices (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%

• Experience working with Epic or…