Customer Experience Representative

Customer Experience Representative

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