Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Clinical Assessments Patient Education And Counseling Care Coordination Process Improvement Explanation Of Benefits (EOB) Telecare Medical Record Management Prior Authorization Patient Onboarding Physical Therapy Telehealth Zendesk Medical Practice Experience Cross-Functional Collaboration Organizational Structure

Other Skills

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Scheduling
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Professionalism
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Multitasking
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Time Management
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Detail Oriented
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Verbal Communication Skills
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Problem Solving

Roles & Responsibilities

Licensed Physical Therapist Assistant (PTA) preferred; strong non-PTA candidates with relevant experience will be considered.
At least 1+ years of experience in a customer experience role with insurance verification background and the knowledge to explain benefits and coverage.
Excellent verbal and written communication skills, with a patient-first mindset.
Familiarity with Zendesk and insurance verification platforms, plus working knowledge of insurance verification benefits and prior authorizations.

Requirements:

Conduct phone consultations with prospective patients considering virtual care services and support consultations for specialty programs, evaluating patient needs to determine clinical appropriateness for Kins services.
Guide qualified leads through the intake process, verify insurance coverage, obtain benefit details, communicate expected costs, and match patients with appropriate physical therapists based on needs and availability.
Respond to patient inquiries related to care plans, scheduling, and Kins services, ensuring a seamless onboarding experience and high patient engagement.
Document interactions accurately in internal systems and collaborate cross-functionally with clinical, intake, and operations teams; identify opportunities to improve workflows and patient experience.

Kins

About Kins

At Kins, we're reimagining physical therapy, from the comfort of your home. Our approach is simple yet revolutionary: every appointment is a personalized 1:1 at-home session, either virtually or in person. All powered by the Kins App. For physical therapists, this means newfound flexibility and the ability to earn what you truly deserve. As a Kins physical therapist, you're in control – set your own schedule, choose where you want to work, and decide how much you want to take on. We handle the rest so you can focus on patient care while we handle the logistics. For patients, Kins offers an unparalleled experience. You'll have more quality time with your therapist, highly personalized care, all while enjoying the convenience of in-home treatment. Even better, we accept commercial insurance. If you're excited about redefining the future of physical therapy, we invite you to join our team today.

Founded: 2018

Company size: 11 - 50

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Job description

Who We Are

At Kins, we are reimagining physical therapy by creating flexible, patient-centered care options that meet individuals where they are. Whether through in-home visits or virtual sessions, we deliver high-quality, personalized care designed to fit seamlessly into everyday life.

Our mission is to restore mobility, reduce pain, and rebuild confidence for individuals recovering from surgery, managing chronic conditions, or healing from injury. We are committed to making it easier than ever for patients to access and stay engaged with effective physical therapy programs.

We are a small but highly driven team of compassionate professionals who value innovation, continuous improvement, and a human-centered approach to care.

About the Role

We are seeking a Customer Experience Representative to serve as a key point of contact for prospective and new patients. In this role, you will deliver a high-touch, concierge-level experience—guiding patients through the intake process, verifying insurance benefits, and ensuring they feel informed and confident as they begin their care journey.

You will play a critical role at the intersection of patient experience, operations, and clinical decision-making—helping determine the most appropriate care pathway (virtual or in-person) while ensuring a seamless onboarding experience.

This is an excellent opportunity for a Physical Therapist Assistant (PTA) or a highly skilled non-clinical candidate with relevant experience who is passionate about patient care, problem-solving, and working in a fast-paced, collaborative startup environment.

Key Responsibilities

Clinical & Consultative 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

Patient Experience & Coordination

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

Operational Support

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

Qualifications

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
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
Working knowledge of insurance verification benefits, and prior authorizations

Schedule & Compensation

Full-time (40 hours per week), Monday through Friday
Standard hours: 9:00 AM – 5:00 PM EST
Fully remote (U.S.-based candidates only)
Starting hourly rate: $21

Why Join Kins?

Be part of a mission-driven company transforming access to physical therapy
Work in a collaborative, supportive, and innovative environment
Make a meaningful impact on patient outcomes in a flexible, remote-first role
Grow your career with a rapidly scaling healthcare startup shaping the future of musculoskeletal (MSK) care