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