About this role.
Paytient is hiring an entry-level Support Representative to provide empathetic, technically capable support for healthcare payment products. The role begins with support for the Medicare Prescription Payment Plan portal and later expands to Health Payment Account member support, including payment-plan and transaction issues. Responsibilities include troubleshooting declines and login problems, responding by phone and email, documenting work in Jira, and escalating product defects to technical support teams. This is a Columbia, Missouri-based hybrid role requiring residence within 30 miles of the office, in-office work three times weekly, and an afternoon/evening schedule with rotating weekends. Success depends on careful handling of healthcare-related data, sound problem solving, and clear, compassionate communication.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
3/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first acknowledge the member’s concern and confirm key details while following privacy procedures. I would review the transaction and account information, identify likely causes such as eligibility, available balance, merchant restrictions, or a system issue, and explain the next steps in clear language. If I could not resolve it immediately, I would document the case thoroughly and escalate it with the relevant evidence while keeping the member informed.
I would begin by gathering precise details, including the error message, device or browser, timing, and steps already attempted. I would check known issues and internal guidance, then guide the user through appropriate steps such as verifying credentials, resetting access, or clearing browser data. I would document the outcome and escalate reproducible defects with enough detail for the technical team to investigate.
I follow established procedures, verify critical information before making changes, and document actions clearly. I avoid assumptions, use approved systems and knowledge resources, and pause to ask for clarification when information is incomplete or conflicting. This approach protects members and reduces the need for rework.
I would listen without interrupting, acknowledge the impact of the issue, and use calm, plain language to explain what I can do. I would keep the conversation focused by summarizing the issue, setting realistic expectations, and moving through the required troubleshooting steps. The goal is for the caller to feel heard while receiving a timely and accurate resolution.
I would resolve issues that are covered by documented procedures and within my access and authority. I would escalate when the issue appears to be a bug, involves a recurring system error, lacks an approved resolution path, or could affect multiple users or data integrity. Before escalating, I would capture the relevant account context, timestamps, error details, reproduction steps, and troubleshooting already completed.
About Paytient:
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.
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
Benefits We Offer for Full-Time Roles:
- Medical, dental and vision insurance
- $4,400 annual HSA contribution
- Paytient Health Payment Account (HPA)
- Monthly lifestyle spending stipend
- Five weeks of annual PTO
- Week-long fully paid ‘summer break’ for all employees!
- Ten weeks of bonding leave for new parents
- Two weeks of caregiver leave
- Employer paid short-term and long-term disability
- 401k plan access with a 4% employer match
- Stock options in Paytient
- …and more!
Paytient is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
⚠️ Important Notice ⚠️ Please note that all official Paytient recruiting emails come from @paytient.com. If you receive emails from any domain other than @paytient.com, do not respond and report it to us immediately.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
