Support Representative I

Paytient•Columbia, MO

2d•Hybrid

About The Position

We’re on a mission to help people better access and afford care. Every day, millions of people, and their loved ones, need to see a doctor. For most of us, that moment is an uncertain one - we’re unsure of what’s wrong, who to go to, how long it’ll take to be seen, when we’ll feel better, and what it’ll cost. Paytient partners with thoughtful employers and health plans who understand the impact of that moment and want to ensure that every one of their plan members are easily able to access and afford care. Our clients understand that an improved ability to self-pay for care changes patient behavior and creates value for the health plan. This founding belief is becoming an emerging standard of care in health plan design and is now, in fact, a mandatory capability in some governmental health plans. Founded in 2018, Paytient is now part of nearly 6,000 employer health plans and providing certainty that people are better able to access and afford care. We’re looking for passionate, collaborative builders to join our team and help us create a future where everyone can more easily access and afford care. The Mission: Why Paytient Exists At Paytient, we believe that the cost of care should never be the reason someone goes without it. We are a healthcare-focused company building a world where people can access and pay for the care they need without the burden of high-interest debt. As a Support Representative, you are on the front lines of this mission. You aren’t just resolving tickets; you are ensuring a senior can afford their life-saving medication and a family can pay for a doctor’s visit. You provide the technical expertise and human empathy required to make the healthcare system work better for everyone. The Role: Advocate Support & Member Care We support a dual ecosystem: Advocates (the professionals at our health plan partners who help seniors navigate benefits) and Paytients (the members actually using our cards to pay for care). Your Journey: M3P Specialist: You will start by supporting our Medicare Prescription Payment Plan (M3P). You’ll be the technical expert for partners who use our digital portals to assist Medicare members. HPA Evolution: Once you have mastered the M3P product, you will train to support our Health Payment Account (HPA) product, working directly with members to manage their interest-free payment plans and resolve transaction issues.

Requirements

Technically Savvy: You navigate digital tools with ease. You are comfortable troubleshooting across multiple platforms and explaining technical steps to others. If you’ve ever been the "tech support" for your family, you’ll fit right in.
Healthcare Heart: You are passionate about helping people navigate the often-confusing world of healthcare costs.
Detail-Oriented: You take pride in "getting it right the first time" and ensuring nothing falls through the cracks.
Resourceful: You are a proactive learner who enjoys finding the root cause of an issue.

Responsibilities

Technical Problem Solving: You’ll dig into the "why" behind transaction declines, portal login issues, and dashboard errors. You are the detective who investigates a problem and sees it through to the finish.
Mission-Driven Support: Provide clear, professional, and empathetic guidance via phone and email. We prioritize quality and kindness over "call volume."
Collaboration: Document issues in Jira and use Confluence to stay updated on work instructions. You’ll work closely with our Product Technical Support (PTS) team to escalate bugs and improve our tools.
Attention to Detail: In healthcare, accuracy matters. You’ll ensure member plans are structured correctly and data is handled with the highest level of integrity.