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