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

• 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