Customer Experience Representative
Kins · Remote
USD 21 to 23 a year
About the Role
We're looking for a Customer Experience Representative who's passionate about helping people and solving problems, with hands-on experience in physical therapy insurance verification and authorizations. In this role, you'll be the primary point of contact for our patients — ensuring every interaction is handled with professionalism, empathy, and efficiency, while also managing the insurance and authorization details that keep care on track. You'll play a key part in shaping how patients experience our company, from initial insurance verification through active treatment.
What You'll Do
- First contact with scheduling patients and ensuring a positive experience
- Following up with PTs regarding reschedules, documentation or communication between patient and PT
- Verify physical therapy insurance benefits, including visit limits, co-pays, deductibles, and plan-specific coverage rules
- Respond to patient inquiries via phone, email, and/or chat regarding insurance coverage, billing questions, and scheduling
- Resolve patient issues and complaints efficiently, aiming for first-contact resolution
- Accurately document all patient interactions, tickets, and resolutions in internal systems
- Identify patterns in patient feedback or recurring issues and escalate to leadership
- Collaborate with scheduling, revenue cycle management (RCM), and clinical teams to prevent care disruptions
- Maintain a strong understanding of company services, payer policies, and procedures to provide accurate information
- Meet or exceed individual performance metrics (response time, resolution time)
What We're Looking For
Required:
- 3+ years of experience working within a physical therapy company or outpatient rehab setting
- Direct experience verifying physical therapy-specific insurance benefits (visit limits, PT/OT/ST caps, co-insurance, deductibles)
- Experience managing insurance authorizations, including tracking and renewing approvals
- Strong customer service background, with the ability to communicate clearly and empathetically with patients
- Excellent attention to detail and ability to manage multiple patient cases/tickets simultaneously
- Strong written communication skills for accurate documentation and ticket notes
- Comfortable working with customer support/ticketing software
Preferred:
- Experience using Zendesk or a similar customer support/ticketing platform
- Familiarity with Medicare and commercial payer requirements related to PT documentation and clinical holds
- Experience working cross-functionally with scheduling, billing/RCM, or clinical teams
- Bilingual candidates encouraged to apply
What Success Looks Like
- Accurate, timely insurance verification that prevents downstream billing and scheduling issues
- Authorizations tracked and renewed proactively, avoiding care disruptions
- High customer satisfaction and strong first-contact resolution rate
- Clean, complete documentation across all tickets and patient communication logs
- Positive, proactive collaboration with cross-functional teams