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 experienceFollowing up with PTs regarding reschedules, documentation or communication between patient and PTVerify physical therapy insurance benefits, including visit limits, co-pays, deductibles, and plan-specific coverage rulesRespond to patient inquiries via phone, email, and/or chat regarding insurance coverage, billing questions, and schedulingResolve patient issues and complaints efficiently, aiming for first-contact resolutionAccurately document all patient interactions, tickets, and resolutions in internal systemsIdentify patterns in patient feedback or recurring issues and escalate to leadershipCollaborate with scheduling, revenue cycle management (RCM), and clinical teams to prevent care disruptionsMaintain a strong understanding of company services, payer policies, and procedures to provide accurate informationMeet 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 settingDirect experience verifying physical therapy-specific insurance benefits (visit limits, PT/OT/ST caps, co-insurance, deductibles)Experience managing insurance authorizations, including tracking and renewing approvalsStrong customer service background, with the ability to communicate clearly and empathetically with patientsExcellent attention to detail and ability to manage multiple patient cases/tickets simultaneouslyStrong written communication skills for accurate documentation and ticket notesComfortable working with customer support/ticketing software Preferred: Experience using Zendesk or a similar customer support/ticketing platformFamiliarity with Medicare and commercial payer requirements related to PT documentation and clinical holdsExperience working cross-functionally with scheduling, billing/RCM, or clinical teamsBilingual candidates encouraged to apply What Success Looks Like Accurate, timely insurance verification that prevents downstream billing and scheduling issuesAuthorizations tracked and renewed proactively, avoiding care disruptionsHigh customer satisfaction and strong first-contact resolution rateClean, complete documentation across all tickets and patient communication logsPositive, proactive collaboration with cross-functional teams