[Remote] Customer Experience Representative
Note: The job is a remote job and is open to candidates in USA. Kins is a company reimagining physical therapy by creating flexible, patient-centered care options. They are seeking a Customer Experience Representative to guide patients through the intake process and ensure a seamless onboarding experience.
Responsibilities
- Conduct phone consultations with prospective patients considering virtual care services
- Support consultations for patients exploring specialty programs, including pelvic health
- Evaluate patient needs to determine clinical appropriateness for Kins services (virtual and/or in-home care)
- Provide clinical insight and support to the intake team by addressing patient-specific questions
- Guide qualified leads through the intake process, converting them into active patients
- Verify insurance coverage, obtain benefit details, and clearly communicate expected costs
- Match patients with appropriate physical therapists based on clinical needs, preferences, and availability
- Respond to patient inquiries related to care plans, scheduling, and Kins services in a timely and professional manner
- Ensure a seamless, supportive onboarding experience that builds patient trust and engagement
- Accurately document interactions and maintain patient records within internal systems
- Collaborate cross-functionally with clinical, intake, and operations teams
- Identify opportunities to improve workflows, patient experience, and conversion processes
Skills
- Licensed Physical Therapist Assistant (PTA) preferred; strong non-PTA candidates with relevant experience will be considered
- For non clinical candidates we require at least 1+ years of experience in a customer experience role along with insurance verification background and the knowledge to explain benefits and coverage
- Excellent verbal and written communication skills, with a patient-first mindset
- Strong clinical judgment and ability to discuss care options confidently and clearly
- Highly organized, detail-oriented, and comfortable managing multiple systems and workflows
- Working knowledge of insurance verification benefits, and prior authorizations
- Experience in telehealth, patient intake, healthcare coordination, or customer-facing roles preferred
- Familiarity with tools such as Zendesk and insurance verification platforms is a plus
Company Overview