Customer Experience Representative

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

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First contact with scheduling patients and ensuring a positive experience
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Following up with PTs regarding reschedules, documentation or communication between patient and PT
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Verify physical therapy insurance benefits, including visit limits, co-pays, deductibles, and plan-specific coverage rules
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Respond to patient inquiries via phone, email, and/or chat regarding insurance coverage, billing questions, and scheduling
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Resolve patient issues and complaints efficiently, aiming for first-contact resolution
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Accurately document all patient interactions, tickets, and resolutions in internal systems
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Identify patterns in patient feedback or recurring issues and escalate to leadership
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Collaborate with scheduling, revenue cycle management (RCM), and clinical teams to prevent care disruptions
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Maintain a strong understanding of company services, payer policies, and procedures to provide accurate information
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Meet or exceed individual performance metrics (response time, resolution time)
What We're Looking For
Required:
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3+ years of experience working within a physical therapy company or outpatient rehab setting
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Direct experience verifying physical therapy-specific insurance benefits (visit limits, PT/OT/ST caps, co-insurance, deductibles)
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Experience managing insurance authorizations, including tracking and renewing approvals
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Strong customer service background, with the ability to communicate clearly and empathetically with patients
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Excellent attention to detail and ability to manage multiple patient cases/tickets simultaneously
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Strong written communication skills for accurate documentation and ticket notes
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Comfortable working with customer support/ticketing software
Preferred:
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Experience using Zendesk or a similar customer support/ticketing platform
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Familiarity with Medicare and commercial payer requirements related to PT documentation and clinical holds
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Experience working cross-functionally with scheduling, billing/RCM, or clinical teams
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Bilingual candidates encouraged to apply
What Success Looks Like
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Accurate, timely insurance verification that prevents downstream billing and scheduling issues
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Authorizations tracked and renewed proactively, avoiding care disruptions
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High customer satisfaction and strong first-contact resolution rate
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Clean, complete documentation across all tickets and patient communication logs
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Positive, proactive collaboration with cross-functional teams