Customer Service Representative

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 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.

Hours: 9:30 AM - 6:00 PM Eastern Time

Responsibilities

• Represent PayZen values and deliver excellent, empathetic service in every patient and provider interaction
• 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
• 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