[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