[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 Kins is a modern physical therapy for injury and chronic pain. It was founded in 2021, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is