PT Insurance & Patient Experience Specialist

Kins; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Kins is seeking a Customer Experience Representative who will be the primary contact for patients, handling physical therapy insurance verification and authorizations with professionalism and empathy.

You will verify benefits, explain coverage, respond to inquiries by phone, email, or chat, and document all interactions in internal systems while collaborating with scheduling and billing teams to keep care on track.

Qualifications

• 3+ years in a physical therapy or outpatient rehab admin role.
• Direct experience verifying PT insurance benefits including visit limits and copays.
• Experience managing PT insurance authorizations and renewals.
• Clear, empathetic communication with patients.
• Excellent attention to detail and ability to manage multiple cases.
• Comfortable using customer support software

Responsibilities

• First contact with scheduling patients and ensuring a positive experience.
• Follow up with PTs regarding reschedules, documentation or communication.
• Verify PT insurance benefits, visit limits, co-pays, deductibles, and rules.
• Respond to patient inquiries via phone, email, or chat about coverage and scheduling.
• Resolve patient issues with first-contact resolution when possible.
• Document all interactions, tickets, and resolutions in internal systems.
• Identify patterns in feedback and escalate to leadership as needed.
• Collaborate with scheduling, RCM, and clinical teams to prevent disruptions.
• Maintain understanding of services, payer policies, and procedures.
• Meet or exceed individual performance metrics (response time, resolution time).

Skills

Insurance verification

Customer service

Communication

Empathy

Attention to detail

Multitasking

Tools

Zendesk

Job description

Kins is seeking a Customer Experience Representative who will be the primary contact for patients, handling physical therapy insurance verification and authorizations with professionalism and empathy.

You will verify benefits, explain coverage, respond to inquiries by phone, email, or chat, and document all interactions in internal systems while collaborating with scheduling and billing teams to keep care on track.