Support Representative I (Healthcare)

TL;DR

Support Representative I (Healthcare): Supporting Medicare Prescription Payment Plan and Health Payment Account products with an accent on technical troubleshooting for transaction declines, portal issues, and member payment plans. Focus on investigating root causes, providing empathetic guidance via phone and email, and collaborating with product teams to resolve and escalate issues.

Hybrid: Columbia, MO office at least three days a week (preferably Tuesday, Wednesday, Thursday); candidates preferably reside within 30-mile radius of Columbia. Shift: Tuesday–Saturday, 1:30–10:00 PM CST.

Compensation Target: $17.98–$21.50 per hour

Company

Healthcare fintech partnering with employers and health plans to enable interest-free payments for medical care.

What you will do

• Investigate and resolve transaction declines, portal login issues, and dashboard errors across digital platforms.
• Provide clear, empathetic support to health plan advocates and members via phone and email.
• Document issues in Jira, update work instructions in Confluence, and escalate bugs to Product Technical Support team.
• Ensure accuracy in structuring member payment plans and handling sensitive healthcare data.
• Transition from M3P specialist role to supporting HPA products after initial training.

Requirements

• Reside within 30-mile radius of Columbia, MO preferred for hybrid office work (3+ days/week).
• Available for Tuesday–Saturday shift, 1:30–10:00 PM CST; training M–F 9 AM–5:30 PM.
• Technically savvy with experience troubleshooting digital tools and platforms.
• Passionate about healthcare, detail-oriented, and resourceful problem-solver.
• Strong communication skills for explaining technical steps empathetically.

Culture & Benefits

• Comprehensive training program (around 4 weeks).
• Medical, dental, vision insurance; $4,400 annual HSA contribution; hirify.global HPA.
• Five weeks PTO, week-long paid summer break, 10 weeks bonding leave, 2 weeks caregiver leave.
• 401k with 4% employer match, stock options, monthly lifestyle stipend.
• Employer-paid short- and long-term disability.