Customer Experience Representative

🕒 3 days ago

🇺🇸 United States – Remote

💵 $21 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kins

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🧘 Wellness

💰 $7M Series A - Kins on 2024-07

Healthcare • Wellness

Kins is a healthcare company providing at‑home and virtual physical therapy, delivering personalized one‑on‑one sessions (45–55 minutes) covered by commercial insurance and Medicare. Kins specializes in pelvic health (women’s and men’s), complex chronic illness (including long COVID, POTS, ME/CFS), and gender‑affirming care, and operates a hybrid model with in‑home visits in New York City and Boston plus virtual specialty care across several U. S. states. The company emphasizes evidence‑based, active rehabilitation, care coordination via a mobile app, direct access without a prescription in many plans, and insurance transparency.

📋 Description

• Serve as the first contact for scheduling patients and ensure a positive experience • Follow 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 patient interactions, tickets, and resolutions in internal systems • Identify patterns in patient feedback or recurring issues and escalate them to leadership • Collaborate with scheduling, revenue cycle management (RCM), and clinical teams to prevent care disruptions • Maintain understanding of company services, payer policies, and procedures to provide accurate information • Meet or exceed individual performance metrics, including response time and resolution time

🎯 Requirements

• 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 • Experience using Zendesk or a similar customer support/ticketing platform preferred • Familiarity with Medicare and commercial payer requirements related to PT documentation and clinical holds preferred • Experience working cross-functionally with scheduling, billing/RCM, or clinical teams preferred • Bilingual candidates encouraged to apply