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
