Customer Experience Specialist, Kins
$18 to $22 per hour
Modern physical therapy
Open for applications
Modern physical therapy
21-100 employees
Open for applications
$18 to $22 per hour
21-100 employees
Company mission
To change the way people deal with physical injury.
Role
Who you are
- At least 2 years experience in high touch customer or patient facing roles in an early-stage technology, healthcare or similar environment
- Strong communication skills, verbal and written
- Incredibly empathetic with strong active listening skills, yet able to maintain appropriate boundaries
- High proficiency in computer technology - typing, navigating online tools, and using multiple software systems at once. Experience working with customer service tools, e.g., Zendesk is a plus
- Bonus (but not required): Experience in healthcare
- Must be based in the United States
What the job involves
- As a member of our customer experience team, you’ll deliver concierge-level service to our potential patients, active patients, as well as our physical therapists
- You’ll directly engage, nurture, and onboard potential patients by explaining (and in some cases selling!) the Kins model, answering questions about insurance & benefits, matching them with a physical therapist, and scheduling their first appointment
- You’ll also respond to inbound requests from existing patients, physicians, and other healthcare providers
- Finally, you’ll be a key part of supporting our physical therapists - solving problems, answering questions, and helping to ensure that they have a positive experience working at Kins
- With empathy, compassion, and a passion for service, you’ll represent Kins in each and every interaction
- You’ll be part of a team who prides themselves on solving problems, multi-tasking in a fast paced start-up environment, and working together to deliver an exceptional experience to all of our patients and physical therapists
- Interact with patients with empathy, compassion, and confidence through multiple channels, e.g., phone, text and email
- Navigate the Kins online system and roster of physical therapists to identify optimal and available physical therapists to match with potential patients
- Determine insurance coverage and effectively translate benefits & expected costs to patients
- Swiftly and effectively address or resolve patient needs covering a broad range of topics, from payment concerns to scheduling issues
- Collaboratively work with Kins leadership to develop lead generation and conversion strate
- Gies to bring more prospective patients to Kins
- Partner with the technology, operations, and clinical team to translate customer insights into business improvements
- Communicate and collaborate clearly with all team members including physical therapists
- Demonstrate an openness to feedback and a desire to improve customer experience skills, processes, and tools
- 25-40 hours per week
Our take
The physical therapy (PT) industry is projected to be worth around $43 billion by 2025. However, there are still some big issues surrounding PT, namely hygiene, telehealth, and patient retention, just to name a few. The industry has remained unaltered for decades and is often an outdated, cumbersome, and inconvenient process. It's no surprise then that 70% of patients fail to complete their full course of care.
Kins is looking to change the way people deal with physical injury. It's a digital-first hybrid care physical therapy practice, allowing more flexibility and caters to the unique needs of its patients, either in-person or via telehealth. Since its launch in 2021, Kins has gained strong traction, experiencing 30% month-over-month growth. The company's patient-centric approach has proven popular with patients and therapists alike, and this has been reflected in its rapid expansion to Boston and Massachusets with the aim of expanding further afield.
Kins has announced $4 million in new seed funding, led by W Health Ventures, which invests in and scales early-stage healthcare companies that are reinventing care delivery. The company has teamed up with Redesign Health, an idea-to-launch platform delivering transformational healthcare solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2024
$7m
EARLY VC
Jun 2022
$4m
SEED
Total funding: $18m
Company HQ
Union Square, New York, NY
Leadership
Dan S.
(CEO)Former CEO and COO for Runkeeper (ASICS Digital). They are the Core Member of Underscore VC and also an Investor for TBD Angels.
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