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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in verifying physical therapy insurance benefits and managing authorizations while providing exceptional customer service. Proficient in documenting patient interactions and collaborating with cross-functional teams to enhance patient experience and operational efficiency.
Highest-signal resume keywords
Physical Therapy Insurance VerificationInsurance Authorization ManagementCustomer Service ExcellenceAttention to DetailZendesk Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Insurance Benefit VerificationAuthorization TrackingDocumentation AccuracyPatient Case ManagementBilling Knowledge
Soft Skills
Empathetic CommunicationProblem ResolutionMultitasking AbilityWritten Communication Skills
Tools & Technologies
Customer Support SoftwareTicketing SystemsZendesk
Industry Keywords
Physical TherapyOutpatient RehabMedicare RequirementsCommercial Payer PoliciesRevenue Cycle Management
About the role
Key responsibilities & impact- Serve as the first contact for scheduling patients and ensure a positive experience
- Follow up with PTs regarding reschedules, documentation, or communication between patient and PT
- Verify physical therapy insurance benefits, including visit limits, co-pays, deductibles, and plan-specific coverage rules
- Respond to patient inquiries via phone, email, and/or chat regarding insurance coverage, billing questions, and scheduling
- Resolve patient issues and complaints efficiently, aiming for first-contact resolution
- Accurately document patient interactions, tickets, and resolutions in internal systems
- Identify patterns in patient feedback or recurring issues and escalate them to leadership
- Collaborate with scheduling, revenue cycle management (RCM), and clinical teams to prevent care disruptions
- Maintain understanding of company services, payer policies, and procedures to provide accurate information
- Meet or exceed individual performance metrics, including response time and resolution time
Requirements
What you’ll need- 3+ years of experience working within a physical therapy company or outpatient rehab setting
- Direct experience verifying physical therapy-specific insurance benefits (visit limits, PT/OT/ST caps, co-insurance, deductibles)
- Experience managing insurance authorizations, including tracking and renewing approvals
- Strong customer service background, with the ability to communicate clearly and empathetically with patients
- Excellent attention to detail and ability to manage multiple patient cases/tickets simultaneously
- Strong written communication skills for accurate documentation and ticket notes
- Comfortable working with customer support/ticketing software
- Experience using Zendesk or a similar customer support/ticketing platform preferred
- Familiarity with Medicare and commercial payer requirements related to PT documentation and clinical holds preferred
- Experience working cross-functionally with scheduling, billing/RCM, or clinical teams preferred
- Bilingual candidates encouraged to apply