Customer Experience Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for patient scheduling, ensuring a positive experience.

• Follow up with physical therapists regarding rescheduling, documentation, or communication between patients and therapists.

• Verify physical therapy insurance benefits, including visit limits, co-pays, deductibles, and specific coverage rules for plans.

• Address patient inquiries through phone, email, and/or chat related to insurance coverage, billing concerns, and scheduling.

• Efficiently resolve patient issues and complaints, striving for first-contact resolution.

• Accurately record patient interactions, tickets, and resolutions in internal systems.

• Identify trends in patient feedback or recurring issues and escalate them to leadership.

• Collaborate with scheduling, revenue cycle management (RCM), and clinical teams to avoid disruptions in care.

• Maintain knowledge of company services, payer policies, and procedures to provide precise information.

• Meet or surpass individual performance metrics, including response and resolution times.

⛳️ Requirements

• A minimum of 3 years of experience in a physical therapy company or outpatient rehabilitation environment.

• Direct experience in verifying physical therapy-specific insurance benefits, including visit limits and co-insurance.

• Proven experience in managing insurance authorizations, including tracking and renewing approvals.

• Strong background in customer service, with the capacity to communicate clearly and empathetically with patients.

• Excellent attention to detail and the ability to manage multiple patient cases/tickets at once.

• Strong written communication skills for accurate documentation and ticket notes.

• Comfortable using customer support/ticketing software.

• Experience with Zendesk or a similar customer support/ticketing platform is preferred.

• Familiarity with Medicare and commercial payer requirements related to physical therapy documentation and clinical holds is preferred.

• Experience working cross-functionally with scheduling, billing/RCM, or clinical teams is preferred.

• Bilingual candidates are encouraged to apply.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment with a focus on teamwork and collaboration.