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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 cash flow & 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, creative problem solver Customer Service Representative to support patients in setting up payment plans through our platform and serve as the voice of our customers. This role will play a key part in delivering a seamless patient experience through a mix of inbound support, outbound communication, and collaboration with cross-functional teams. We are looking for team members who are passionate about contributing to the growth of a product that’s improving access to healthcare for all Americans.


In this role, you will report to the Head of Servicing and Operations on the Servicing team, collaborating closely with cross functional teams. This is an exciting opportunity to be part of a mission-driven organization poised for significant growth.


Responsibilities
  • Represent PayZen values and deliver excellent service through each interaction
  • Influence, educate, and connect customers to technology and share the value of digital payment options
  • Lead positive interactions and create a repayment strategy on overdue payment plans with patients using our customer service platform, including email, SMS, chat ,and phone
  • Work with providers to resolve any issues related to patient payment plans
  • As an individual contributor, you will identify opportunities for improvement and seek proactive solutions/tools to better the customer experience and streamline the day-to-day of the job


Requirements
  • 3+ years of contact center experience (preferably in payment plan servicing)
  • Passion for helping patients and making a positive impact
  • Strong customer service orientation with excellent problem-solving skills
  • Experience collaborating effectively with cross-functional internal teams
  • Proven ability to work independently and resolve issues with minimal supervision
  • Comfort working in a remote environment with reliable communication and accountability
  • Adaptability to change, including evolving processes, tools, and schedules
  • Flexibility in work schedule to support business needs


Why PayZen?
  • An opportunity to positively affect the lives of thousands of patients
  • A chance to join a high-growth company at an early stage
  • Contribute to the development of a product that revolutionizes medical payments in ways never seen before
  • Become a key member of a collaborative, high performing team, shaping its growth and success
  • Competitive pay, benefits and stock options


$1 - $100 a year
Market competitive salary with an anticipated base compensation range of [$XX - $XY] Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. Full-time employees are also eligible for a competitive equity package, and benefits.

Market competitive salary with an anticipated compensation range of $25 - $29 an hour. Actual compensation will vary depending on a candidate’s experience, qualifications, skills, and location. Full-time employees are also eligible for a competitive equity package, and benefits.

Average salary estimate

$56320 / YEARLY (est.)
min
max
$52000K
$60640K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Service Representative, Payzen Inc.

At PayZen, we're on a mission to improve financial health in healthcare, and we're excited to invite a proactive and creative Customer Service Representative to join our remote team in the US. Here, you'll have the chance to make a significant impact by helping patients set up payment plans to access essential medical services. In this role, you'll be the voice of our customers, guiding them through our platform and transforming their experiences through excellent service. You'll handle inbound queries and conduct outbound communications, all while collaborating with various cross-functional teams to ensure a seamless patient experience. We're looking for someone passionate about healthcare access and eager to contribute to the growth of our innovative product. Your responsibilities will include educating customers on our technology, developing repayment strategies for overdue plans, and working closely with healthcare providers to address any financial concerns. If you're a problem-solver with over three years of contact center experience, an independent worker excited to take initiative, and have a knack for thriving in a remote environment, we want to hear from you. Join us in revolutionizing medical payments and making a positive difference in the lives of thousands. Your journey at PayZen can be the stepping stone to a fulfilling career where you help shape the future of healthcare finance.

Frequently Asked Questions (FAQs) for Customer Service Representative Role at Payzen Inc.
What are the main responsibilities of a Customer Service Representative at PayZen?

As a Customer Service Representative at PayZen, your key responsibilities will include representing our values through exceptional service, assisting patients in setting up payment plans, leading positive interactions through various channels like email and chat, and collaborating with internal teams to resolve any issues that arise with patient payments. You’ll also have the opportunity to identify improvement areas in our processes, ensuring a delightful experience for our customers.

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What experience is required for the Customer Service Representative position at PayZen?

To apply for the Customer Service Representative role at PayZen, candidates need a minimum of three years of experience in a contact center, ideally in payment plan servicing. We're looking for individuals who have strong customer service skills, enjoy problem-solving, and are comfortable working in a remote setting with effective communication.

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How can a Customer Service Representative at PayZen impact patient financial health?

A Customer Service Representative at PayZen plays a crucial role in enhancing patient financial health by guiding them through the process of setting up payment plans. By influencing and educating customers about our digital payment options, you contribute directly to making healthcare services more affordable and accessible, ultimately positively impacting thousands of patients' lives.

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What qualities make an ideal Customer Service Representative for PayZen?

The ideal Customer Service Representative for PayZen is someone who is passionate about helping patients, possesses excellent problem-solving abilities, and thrives in collaborative environments. We'd love a person who demonstrates adaptability to changing processes and can work independently while ensuring accountability in a remote setup.

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What does the remote working environment at PayZen look like for a Customer Service Representative?

Working remotely as a Customer Service Representative at PayZen means you will enjoy flexibility while being part of a supportive and collaborative team. You’ll need to establish reliable communication lines, be accountable for your tasks and have the ability to adapt to evolving processes and tools while supporting the overall business needs.

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Common Interview Questions for Customer Service Representative
How would you handle a difficult customer as a Customer Service Representative?

To handle a difficult customer effectively, start by actively listening to their concerns and acknowledging their feelings. Show empathy and assure them you are there to help. Use your problem-solving skills to provide a resolution, and if necessary, involve a senior team member. Highlight your experience in customer service during this answer to showcase your expertise.

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Can you explain how you approach creating repayment strategies for overdue payment plans?

When creating repayment strategies for overdue payment plans, begin by assessing the customer's individual circumstances to understand their financial situation. Use data from their history and discuss options that best suit their needs. It’s about collaborating with them to reach a feasible plan while maintaining clear communication.

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What tools or systems have you used in your previous customer service roles?

In my previous customer service roles, I have used various CRM systems and communication platforms, including Zendesk and Salesforce, to manage customer interactions and track service requests. I am also familiar with using communication tools such as Slack for team collaboration. Be sure to mention any specific systems you have used that might align with PayZen's tools.

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Describe a time when you successfully improved customer service processes.

In my last role, I noticed a gap in our response time for billing inquiries. I proposed a streamlined process that used templates for common questions and trained the team to utilize these. As a result, we improved our response times significantly and enhanced customer satisfaction rates.

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How do you stay motivated and focused while working remotely?

To stay motivated while working remotely, I set clear daily goals and break tasks down into manageable steps. I also create a dedicated workspace that minimizes distractions and make it a point to take regular breaks to recharge. Regularly communicating with my team helps maintain engagement and accountability.

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What do you understand about PayZen's mission and how does it resonate with you?

PayZen's mission to improve financial health in healthcare deeply resonates with me as I believe everyone should have access to affordable medical services. Understanding the vital role payment solutions play in enabling this access inspires my commitment to providing excellent customer service and supporting patients.

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How would you deal with a high-pressure situation while assisting a customer?

In high-pressure situations, I remain calm and focused. It’s essential to listen to the customer’s concerns and take a methodical approach to resolve the issue. Prioritizing tasks helps me manage pressures effectively and provide a positive experience for the customer.

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Why do you want to work at PayZen as a Customer Service Representative?

I am excited about the opportunity to work at PayZen because of its innovative approach to healthcare payments. I want to be part of a mission-driven organization that makes a real difference in patients' lives. The chance to contribute to improving access to healthcare aligns perfectly with my personal and professional values.

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What strategies do you use to educate customers about digital payment options?

To educate customers about digital payment options, I find it effective to simplify the information and tailor my approach based on their understanding. Demonstrating the tools via visual aids or walkthroughs can also help make the benefits clear. Actively engaging them with questions ensures they’re following along and grasping the content.

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How do you handle feedback from customers, especially if it's negative?

I view feedback, especially negative feedback, as a critical learning opportunity. Acknowledging the concern and thanking the customer for their honesty is important. I would then work to implement changes whenever possible and follow up to share how their input has contributed to improvements.

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PayZen is a healthcare fintech startup that aims to tackle the growing patient payment responsibility problem. The mission-driven company together with its superior technology and a new approach enables patients to pay their out-of-pocket medical ...

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DATE POSTED
November 29, 2024

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