Outbound Service Representative

About Pay. Zen Pay. Zen 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, Signal.

Fire, Viola Group, and 7Wire Ventures. Unlike traditional collections, Pay. Zen 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 Pay. Zen'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