Customer Service Representative, PayZen

• 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

Desirable

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