Support Representative 1

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:

1. 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.
2. 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.

What You’ll Do:

• 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.

Who You Are

• 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.

The Logistics

Remote with Roots: We believe in the flexibility of remote work balanced by the "roots" of our Columbia, MO community. 

• Work Location: Columbia Office. Candidates must reside within a 30-mile radius of our office.

• Shift Time: Monday - Friday 1:30 PM – 10:00 PM CST with rotating weekends (every 3rd weekend). In office work is required 3x a week. 

• Weekend Rotation: You will work a weekend shift every 3rd weekend (Saturday and Sunday). Weekend shifts are either 7:00 AM - 3:30 PM, 9:30 AM - 6:00 PM, and 1:30 PM - 10:00 PM. For security and safety, all weekend shifts and any shift ending after 6:00 PM CST are 100% remote.

• Days Off: On weeks where you work the weekend, your two days off during the week will be scheduled based on business needs (can fall on any weekday).

Training Schedule

• • Duration: Approximately 4 weeks.

  • Training Hours: Monday – Friday, 8:30 AM – 5:00 PM CST (includes a 30-minute unpaid lunch break).

  • Full attendance during the training period is required.

Why Paytient?

If you want to use your technical skills to solve real-world healthcare problems, you belong here. We are a growing team dedicated to making care more accessible, one transaction at a time.

Compensation Target: $17.00 - $20.00 per hour