Company Description

PatientFi® is a technology-based, point-of-sale financing company in Irvine, CA that partners with healthcare providers to offer patients a friendly payment solution for out-of-pocket medical and dental procedures. The company serves various healthcare specialties, including plastic surgery, dermatology, ophthalmology, dentistry, fertility, and medical spas. PatientFi's mission is to expand patient access to elective healthcare treatments by removing the cost barrier and providing patients with a convenient payment option.

Reporting directly to the Payment Solutions Manager, the Senior Payment Solutions Analyst serves as the technical expert, escalation point, and operational anchor for the Payment Solutions team. In addition to handling complex healthcare merchant cancellations and third-party agency disputes, this role reviews and approves non-standard financial adjustments prepared by regular Analysts. As the team grows, the Senior Analyst will mentor regular Analysts, optimize dialer/contact strategies, and serve as the direct runway toward formal team management.

Team coverage is from 7:00 AM to 7:00 PM. Each team member will work a scheduled shift during these hours, with adjustments made based on business priorities. New hires will begin in fully in-office roles, with remote work options available once they demonstrate the required competencies and receive manager approval based on their daily responsibilities.

Key Responsibilities

Cancellation Requests

• Investigate and resolve borrower disputes where patients report non-receipt of services, request loan cancellations, or encounter difficulties obtaining provider-level contract modifications.
• Conduct deep-dive research into account histories, merchant documentation, and borrower communications to determine fair and accurate resolutions.
• Apply creative problem-solving to adapt quickly to non-standard dispute scenarios while balancing customer advocacy with contractual obligations.
• Coordinate directly with healthcare merchant partners, Risk, and Compliance teams to validate facts and reconcile disputed balances.

Delinquency Resolution & Outreach

• Conduct inbound and outbound calls to delinquent borrowers, applying empathetic and consultative techniques to encourage prompt payment resolution.
• Manage multi-channel servicing queues, including incoming emails and SMS communications, ensuring timely and effective responses.
• Utilize outbound dialers, payment reminders, and digital contact channels to secure promises-to-pay and establish manageable payment arrangements.
• Identify root causes of borrower default and educate customers on available payment options or hardship pathways.

Post-Charge-Off Dispute Management

• Receive, investigate, and process dispute inquiries escalated directly from Bounce AI collections agency on charged-off accounts.
• Perform account audits to verify debt validity, validate remaining balances, and provide required documentation back to collections partners.
• Ensure third-party collections disputes are addressed in accordance with regulatory timeline requirements and internal documentation standards.

Compliance & Continuous Improvement

• Maintain strict adherence to consumer lending and servicing regulations, including FDCPA, TCPA, FCRA, UDAAP, and applicable state regulations.
• Log all research findings, customer interactions, and agency dispute outcomes with clear, standardized audit trails.
• Track operational friction points and share dispute or delinquency trends with the Payment Solutions Manager to support workflow optimization and loss mitigation strategies.
• Adapt to dynamic team needs by taking on special projects that amplify team impact and stretch your skill set 
• Investigate customer interest waiver requests, evaluate claims for merit, and present justified financial adjustments to management for approval.
• Act as the immediate SME and escalation point for regular Payment Solutions Analysts.
•  Assist management with onboarding, training, call coaching, and quality assurance (QA) reviews for frontline collection staff.

The requirements listed are representative, but not all-inclusive of the knowledge, skills, and/or abilities needed to perform successfully in this position.

Basic Qualifications

• 5+ years of experience in consumer lending, loan servicing, collections, dispute resolution, or customer operations.
• Direct experience handling outbound/inbound phone calls and managing multi-channel digital communications (email, live chat, and SMS).
• Proven research and analytical skills with a demonstrated ability to adapt quickly and think creatively to resolve complex customer issues.
• Solid understanding of core consumer servicing regulations, including FDCPA, TCPA, FCRA, and UDAAP.
• Strong verbal and written communication skills with an ability to manage tense customer interactions professionally.

Preferred

• Experience within fintech, consumer installment lending, or point-of-sale healthcare finance.
• Prior experience managing merchant-related consumer disputes or third-party collections agency inquiries.
• Familiarity with LoanPro or similar core loan servicing platforms.
• Experience with automated dialer tools and modern contact center platforms

Benefits:

• Medical, dental, and vision premiums covered at 80% for employees and dependents
• Unlimited PTO
• 401(k)
• Parental leave
• AD&D policy provided at no cost to employees

(NOTE: At this time, PatientFi is unable to sponsor or take over sponsorship of an employment Visa.)

• PatientFi provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristics protected by federal, state or local law.