Customer Service Representative

• FYZICAL Hackettstown is independently owned and operated and dedicated to providing our patients with high-quality and compassionate physical therapy.
• FYZICAL Hackettstown is seeking a full-time Client Care Specialist (CCS) to be the front-of-clinic representative for our soon-to-open physical therapy clinic.
• FYZICAL Hackettstown’s CCS is your role, IF: You are a self-motivated problem solver, passionate about delivering exceptional customer service, value professional development, and are a reliable team player.

• FYZICAL Hackettstown offers competitive starting annual compensation target up to $50,000 (salary and incentive compensation)! Depending on your contribution to our growth, you may be eligible for additional incentive compensation beyond the annual compensation target.
• FYZICAL Hackettstown is a collaborative, supportive, and fun work environment. Imagine being PART OF A FAMILY instead of just another employee!
• FYZICAL Hackettstown is on the cutting edge of physical therapy in Northwest NJ, and depending on your contribution to our success, you will participate in our growth.

Job Responsibilities

• Create a welcoming first and last impression – warmly greet and interact with patients while ensuring smooth check-in and check-out experiences.
• Manage patient scheduling with precision – coordinate appointments, follow-ups, and reschedules while tracking cancellations and ensuring timely return visits.
• Own the patient intake process – gather and track new patient information, referrals, and insurance details to keep the clinic running efficiently.
• Be the go-to patient liaison – cheerfully answer questions, provide clear explanations of benefits, and communicate with physicians and physical therapists to support patient care.
• Handle payments and insurance with accuracy – collect copays, verify insurance eligibility and benefits, and work with the billing firm to ensure claims are processed in a timely manner.
• Keep the clinic running efficiently – adjust schedules as needed, track referrals, manage incoming correspondence, and maintain accurate documentation.
• Support a well-organized and professional clinic environment – order office supplies, keep common areas tidy, and ensure the clinic is clean, welcoming, and always ready for patients and staff.
• Stay detail-oriented and HIPAA-compliant – manage patient records and follow company policies related to sensitive patient and other personal information.
• Embrace technology and always be curious – develop proficiency in our electronic medical records (EMR) software and collaborate with billing partners and insurers to support clinic operations. Be willing to learn new systems and training from FYZICAL HQ.

Required Skills and Qualifications

• Personable, welcoming, and empathetic – you care for people and their well-being, and ensure our patients feel cared for and comfortable.
• Strong multitasker – you thrive in a fast-paced environment and enjoy juggling multiple responsibilities.
• Proactive problem solver with a growth mindset – you are excited to learn new systems, improve processes, and make suggestions to help care for our patients.
• Clear, timely, and engaging communicator – you are comfortable being the primary interface with our patients, clinicians, physicians, and insurance partners.
• Highly organized and detail-oriented – you feel responsible for helping our clinic run efficiently, leveraging opportunities to amaze our patients, ensuring accurate documentation, and selling our retail products.
• Reliable and dependable – you show up on time, are willing to pitch in wherever needed, and have a strong sense of integrity and professionalism.
• Comfortable with technology—you excel at data entry, spreadsheets, and learning new software. Your experience with electronic medical records (EMR) is a plus but not required.
• Previous experience in a physical therapy or medical office – your experience in a similar professional environment and with insurance coordination is a big plus but not required. The right mindset, enthusiasm to learn, and being a team player are most important.
• Education – you must have a high school diploma or equivalent. Some college is a plus but not required.
• Reliable Transportation – you must be able to reliably commute to the clinic (a valid driver’s license is a big plus).