{"id":1969089,"url":"https://alion.io/job/kins-health-inc-customer-experience-representative","title":"Customer Experience Representative","company":{"id":678479,"name":"Kins Health, Inc.","domain":"kins.com","url":"https://alion.io/company/kins-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":21,"max":23,"currency":"USD","period":"hour","gross":null,"usd_annual":46000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"closed","first_seen_at":"2026-10-06T16:17:15Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-19T19:24:51Z","board_verified":false,"closed_at":"2026-10-19T19:24:51Z","days_open":13,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":13},"description":"About the Role\nWe'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.\nWhat You'll Do\nFirst contact with scheduling patients and ensuring a positive experience\n\nFollowing up with PTs regarding reschedules, documentation or communication between patient and PT\n\nVerify physical therapy insurance benefits, including visit limits, co-pays, deductibles, and plan-specific coverage rules\n\nRespond to patient inquiries via phone, email, and/or chat regarding insurance coverage, billing questions, and scheduling\n\nResolve patient issues and complaints efficiently, aiming for first-contact resolution\n\nAccurately document all patient interactions, tickets, and resolutions in internal systems\n\nIdentify patterns in patient feedback or recurring issues and escalate to leadership\n\nCollaborate with scheduling, revenue cycle management (RCM), and clinical teams to prevent care disruptions\n\nMaintain a strong understanding of company services, payer policies, and procedures to provide accurate information\n\nMeet or exceed individual performance metrics (response time, resolution time)\n\nWhat We're Looking For\nRequired:\n3+ years of experience working within a physical therapy company or outpatient rehab setting\n\nDirect experience verifying physical therapy-specific insurance benefits (visit limits, PT/OT/ST caps, co-insurance, deductibles)\n\nExperience managing insurance authorizations, including tracking and renewing approvals\n\nStrong customer service background, with the ability to communicate clearly and empathetically with patients\n\nExcellent attention to detail and ability to manage multiple patient cases/tickets simultaneously\n\nStrong written communication skills for accurate documentation and ticket notes\n\nComfortable working with customer support/ticketing software\n\nPreferred:\nExperience using Zendesk or a similar customer support/ticketing platform\n\nFamiliarity with Medicare and commercial payer requirements related to PT documentation and clinical holds\n\nExperience working cross-functionally with scheduling, billing/RCM, or clinical teams\n\nBilingual candidates encouraged to apply\n\nWhat Success Looks Like\nAccurate, timely insurance verification that prevents downstream billing and scheduling issues\n\nAuthorizations tracked and renewed proactively, avoiding care disruptions\n\nHigh customer satisfaction and strong first-contact resolution rate\n\nClean, complete documentation across all tickets and patient communication logs\n\nPositive, proactive collaboration with cross-functional teams","description_format":"text","description_chars":3031,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Insurance coverage"],"hiring_locations":[{"name":"United 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