Customer Service Representative Job

About the role

As a Client Care Specialist at FYZICAL Therapy & Balance Centers you will be the first smile patients see and the reassuring voice they hear throughout their healing journey. You will create an exceptional experience from the first phone call to the final visit, supporting a fast‑paced, health‑focused environment.

Responsibilities

• Welcome every patient and visitor with warmth, professionalism, and enthusiasm, creating a positive first impression of the FYZICAL brand.
• Anticipate patient needs and deliver outstanding customer service while maintaining a welcoming, organized clinic environment.
• Schedule appointments using the FYZICAL care model, confirm appointments, and proactively communicate via phone, email, and text.
• Manage cancellations, rescheduling, and therapist notifications accurately and efficiently.
• Gather new patient data, complete patient intake, and maintain accurate records in the EMR system.
• Verify insurance benefits, manage authorizations, and explain financial responsibilities to patients.
• Assist patients in understanding treatment coverage, payment expectations, and support billing/insurance resolution efforts.
• Communicate effectively with therapists, physicians’ offices, referral sources, and the office manager.
• Support clinic operations, contribute to a positive team culture, and stay current on company workflows and best practices.
• Handle multi‑phone line, answer patient inquiries, and act as a liaison between patients and clinicians.
• Disseminate information to patients, act as a go‑between for patients and physicians, and maintain logs of reports sent and received.
• Collect payments, process copayments, and manage mail—including benefits paperwork, Explanation of Benefits, and distribution to billing companies.
• Coordinate evaluations, re‑evaluations, appointment reminders, and cancellations; track clinic referrals.
• Pitch in wherever needed to help patients and teammates succeed.

Requirements

• Passion for delivering outstanding customer service.
• Strong communication and relationship‑building skills.
• Positive attitude with a genuine desire to help others.
• Exceptional attention to detail and organizational abilities.
• Ability to multitask while maintaining accuracy.
• Strong problem‑solving and critical‑thinking skills.
• Ability to work independently and collaboratively.
• High school diploma or equivalent (GED acceptable).
• Valid driver’s license and reliable transportation.
• Proficiency with Microsoft Office (Excel, SharePoint) and familiarity with scheduling software and EMR systems (training provided if needed).
• 1+ year of experience in customer service, healthcare, medical office administration, hospitality, or a related field (preferred).
• Knowledge of insurance verification and healthcare administration is a plus.

Benefits

• Make a meaningful difference in patients’ lives every day.
• Join a supportive, team‑focused culture where contributions matter.
• Build lasting relationships with patients and healthcare providers.
• Opportunities for growth, learning, and professional development.
• Work in a positive, uplifting environment centered on health and wellness.

Schedule

Monday through Friday, primarily between 8:00 AM and 5:00 PM. Occasional evening or weekend coverage may be required based on clinic needs.