About this 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.
Unlike traditional collections, PayZen never charges patients interest or fees, and we never send patients to collections. Our Outbound Service Representatives are advocates — not collectors — helping patients find a path to resolving their balances in a way that works for them.
The Role
We are seeking a persistent, people-first Outbound Service Representative to proactively reach patients with overdue payment plans and help them get back on track. This role is primarily outbound — you'll spend the majority of your day making calls — but you'll also handle a portion of inbound patient inquiries.
This is the right role for someone who is comfortable having direct, sometimes difficult, conversations about money, and who can influence people toward action while always leading with empathy. You are motivated by outcomes, energized by volume, and committed to doing right by the patient.
Hours: 9:30 AM - 6:00 PM Eastern Time
Responsibilities
Conduct high-volume outbound calls to patients with overdue payment plans, helping them understand their options and establish a path forward
Lead empathetic, solutions-oriented conversations that influence patients to take action on their accounts
Handle a portion of inbound patient inquiries, providing account support and payment plan guidance
Educate patients on PayZen's platform and the benefits of digital payment options
Collaborate with providers as needed to resolve patient account issues
Maintain accountability to core performance metrics including time on calls, collection outcomes, and service quality
Identify and surface patterns in patient objections or friction points to help improve scripts, tools, and processes
Requirements
3+ years of experience in outbound sales, collections, payment plan servicing, or a high-volume customer-facing role
Comfort with repetitive, high-volume outbound call work
Genuine ability to influence people toward action while maintaining empathy and professionalism
Strong problem-solving skills and ability to navigate objections in real time
Excellent verbal communication skills: clear, persuasive, and patient
Comfortable working independently in a remote environment with strong self-accountability
Adaptable to evolving tools, processes, and scripts in a fast-moving startup
Nice to Have
Experience in healthcare, fintech, or payment servicing
Outbound cold-calling or sales experience
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