About the role
About PayZen
PayZen is on a mission to bring financial health to healthcare. Our products improve both access and affordability for patients and reduce administrative complexity for medical providers. We are trusted by a rapidly growing number of health systems, hospitals, and physician groups, and are backed by leading venture capital investors including NEA, SignalFire, Viola Group, and 7Wire Ventures.
The Role
We are seeking a proactive and empathetic Customer Service Representative who is fluent in both English and Spanish to support patients in navigating payment plans through our platform. In this role, you will serve as a trusted point of contact for patients and providers, helping resolve billing questions, set up payment arrangements, and advocate for an exceptional patient experience.
You will primarily handle inbound customer support calls and emails, with a portion of your role dedicated to outbound payment plan support. This is a mission-driven role for someone who genuinely cares about helping people access the healthcare they need.
Shift Hours (Simultaneous across all time zones)
- 10:30 AM - 7:00 PM Eastern Time (ET)
- 9:30 AM - 6:00 PM Central Time (CT)
- 8:30 AM - 5:00 PM Mountain Time (MT)
- 7:30 AM - 4:00 PM Pacific Time (PT)
Responsibilities
- Represent PayZen values and deliver excellent, empathetic service in every patient and provider interaction — in both English and Spanish
- Handle inbound and outbound calls and emails to address topics including account questions, billing issues, and payment plan enrollment
- Educate and guide patients on digital payment options and the benefits of PayZen's platform
- Conduct outbound payment plan conversations with patients to resolve overdue accountsCollaborate with providers to resolve issues related to patient payment plans
- Identify opportunities for process improvement and proactively surface solutions to enhance the patient experience
Requirements
- 3+ years of customer service experience, preferably in healthcare, financial services, or payment plan servicing
- Fluency in Spanish and English (written and verbal) — required
- Passion for helping patients and making a meaningful impact in healthcare access
- Strong problem-solving skills with the ability to resolve issues independently and with minimal supervision
- Excellent verbal and written communication skills in both languages
- Comfortable working in a remote environment with reliable communication and self-accountability
- Adaptable to evolving tools, processes, and schedules in a fast-paced startup environment
- Experience collaborating effectively with cross-functional teams
Nice to Have
- Experience in healthcare and/or fintech
- Familiarity with payment servicing platforms or CRM tools
What We Offer
- An opportunity to positively affect the lives of thousands of patients
- A flexible lifestyle that fits the modern work-life balance
- A chance to join a high-growth company at an early stage
- Highly skilled co-workers with whom you can grow your skillset
- Be a part of a team that revolutionizes medical payments in ways never seen before
- The ability to impact company values and culture in a collaborative environment — we value all comments and suggestions
- Competitive pay, employer-paid healthcare, and stock options