Customer Service Representative

Job Description

Job Description

This Isn’t Just a Front Desk Job; It’s a Critical Role in Patient Care, Practice Flow, and Helping People Feel Seen and Supported.

Whether a patient is calling for the first time or checking in for their tenth visit, you’re the voice who makes them feel welcomed, remembered, and supported.

At FYZICAL Therapy & Balance Centers – Fort Lee, that voice could be yours.

We’re looking for a Patient Care Coordinator who brings warmth, focus, and compassion to every interaction. Someone who doesn’t just schedule appointments but creates calm in the midst of confusion. Someone who doesn’t just answer phones but becomes part of why patients stay the course.

This role isn’t about simply punching the clock. It’s about being the heart of a clinic that believes in human connection, clear communication, and care that begins before the first visit.

FYZICAL Therapy & Balance Centers is a medical, science-based physical therapy and balance organization — spelled differently because we are different. Founded through collaboration among physicians, physiologists, and licensed therapists, we provide prescribed physical therapy and medically based fitness designed to help patients move better, feel younger, and reclaim the activities they love.

Responsibilities Why This Role Matters

You’ll be the first impression — and the lasting one.

From that first nervous phone call to the final check-out, you’ll help guide patients through every step of their care journey.

You’ll be the voice that explains what comes next.

The person who helps patients feel seen, heard, and supported.

The organized presence who helps keep schedules running smoothly and ensures patients receive the information they need.

Our team runs on collaboration, communication, compassion, and attention to detail. If you love solving problems, bringing order to busy days, and helping people feel supported, you may belong here.

What You’ll DoNew Patient Coordination & Scheduling

• Respond quickly and warmly to incoming patient calls, referrals, inquiries, and questions

• Collect new-patient intake information and accurately enter required details

• Track patient referrals and coordinate evaluations with the clinical team

• Convert patient inquiries and referrals into scheduled evaluations

• Manage patient scheduling, appointment reminders, cancellations, and schedule changes

• Help maintain a strong, organized schedule that supports patient follow-through and completion of care

Insurance & Financial Coordination

• Verify patient insurance information and benefits

• Track covered and non-covered visits

• Assist patients with understanding applicable coverage, copays, and payment responsibilities

• Collect copayments and patient payments professionally

• Send required paperwork to insurance carriers for coordination of benefits

• Help maintain accurate insurance and financial information within patient records

Case Management & Data Accuracy

• Enter and update patient information accurately within Prompt EHR

• Maintain complete, organized, and accurate electronic patient records

• Track referrals and required patient documentation

• Maintain strict patient confidentiality in accordance with HIPAA requirements

• Communicate important updates with the clinical team

• Help ensure information is accurate and available when needed

Front Office Operations

• Welcome and check in patients while creating a warm, calm, and professional front-office experience

• Answer incoming phone calls with clarity, patience, and professionalism

• Monitor the daily schedule and communicate closely with the clinical team

• Coordinate appointments, evaluations, and patient needs throughout the day

• Follow up with patients regarding scheduling, reminders, and cancellations

• Help reduce missed appointments and support patient compliance

• Complete additional front-desk and administrative responsibilities as needed

Required Skills You’re a Great Fit If You:

• Required
  • 2+ years in a medical front office (physical therapy, imaging, physician practice, or similar), personally performing insurance verification, scheduling, and copay collection
  • Hands-on experience with an EHR or practice-management system — entering patient data, managing schedules, maintaining records
  • Comfortable explaining coverage, copays, and payment responsibility to patients clearly and kindly
  • Able to manage multiple priorities without losing accuracy or composure
  • Dependable and self-directed — you follow through without being chased
• Preferred
  • Experience with NJ PIP / auto-accident intake
  • Prompt EHR
  • Experience with an older-adult patient population
• Also Important
  • Communicate with clarity, kindness, and confidence — especially over the phone
  • Bring patience and empathy to patients who may be in pain, frustrated, or uncertain
  • Work well independently while contributing to a close-knit clinical team

What’s In It for You

Pay: $18–$22 per hour, based on experience

Schedule: Full-Time, Monday–Friday

No nights and no weekends

Additional benefits include:

• Paid time off

• Paid vacation and holidays

• Professional development opportunities

• Hands-on mentorship and on-the-job training

• Continuing-education support where applicable

• Stable, full-time employment

• A consistent weekday schedule

• An established, single-location neighborhood clinic

• A collaborative and patient-focused team environment

• The opportunity to play a meaningful role in the patient experience

Why Join FYZICAL Therapy & Balance Centers – Fort Lee?

We’re not just focused on appointments. We’re focused on people.

At FYZICAL Therapy & Balance Centers – Fort Lee, we believe exceptional care begins with the first phone call and continues through every interaction a patient has with our team.

That’s why we value the people who help patients feel welcomed, respected, informed, and cared for.

As our Patient Care Coordinator, you help the clinic run smoothly.

Your communication helps patients feel confident about their next steps.

Your follow-up helps patients remain engaged in their care.

Your effort will be noticed, your work will have a direct impact, and you will become an important part of the experience our patients remember.

If you’re ready to bring clarity, confidence, organization, and heart to a role that makes a real difference, we want to meet you.

We are scheduling interviews now and moving quickly.

If you want a role where people notice your effort, patients feel your impact, and your work matters:

This Role is Probably Not a Fit if:

• You're looking for variety day to day — this is a steady desk with steady rhythms
• You prefer to improvise rather than follow a process
• You want a stepping stone rather than a seat you'll own
• Insurance verification and benefits are new to you — this role runs on them from day one

Apply Today and Let’s Talk.