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