Who we are

Kins Health is a modern physical therapy practice with a mission to restore the mobility and confidence of those suffering from chronic pain, surgery or injury. Our vision is to create the easiest way to find and stick with a physical therapy program. We combine the best of in-person/telehealth care with the power of digital tools to drive matching, adherence and satisfaction. In building Kins, we have the potential to transform millions of patients' lives by broadening access to effective treatments for musculoskeletal (MSK) disorders, which impact 1/2 US adults.

Our company is incubated out of Redesign Health's innovation platform. Redesign Health brings together entrepreneurs, industry experts, and investors to elevate healthcare companies that empower people to live their healthiest lives. Our first companies include Lively, Ever/Body, Vault Health, Springtide, HealthQuarters, Calibrate, Proper, Anomaly, Jasper, MedArrive, and stealth ventures in elder care, behavioral health, physical therapy, and complementary medicine. We're capitalized with permanent capital from world-class institutional investors and entrepreneurs.

About The Job

As an early member of our sales and customer experience team you'll directly nurture, engage, onboard and support potential patients for our Physical Therapy services, as well as manage and support our other customer experience team members. You'll be the direct connection to our customers and deliver concierge-level support.

You will help to develop our customer service team and drive our lead generation program, encompassing all inbound requests from patients, physicians, and other healthcare providers. As part of the program, you will solve the problems of the patient - from verifying and communicating insurance to finding and scheduling the optimal provider.

In each and every customer interaction, you'll represent our company and establish the customer experience we aspire to deliver.

Responsibilities

• Interact with patients through omni-channel communications, e.g., phone, text and email in a manner consistent with our company values
• Support patients with their search and selection of a physical therapist
• Swiftly and effectively address or resolve patient needs covering a broad range of topics, from payment concerns to scheduling issues
• Collaboratively work with the marketing team and Kins leadership to develop lead generation strategies to generate lead opportunities with prospective customers
• Partner with technology teams, other operations and growth teams to translate customer insights into business improvements
• Manage a team of customer service agents
• Monitor the team's tasks and productivity and report the team's performance to senior management
• Assign tasks and communicate clearly to team members
• Manage the flow of day to day operations

Relevant Experience

• Minimum of 5+ years experience in a customer facing role in an early-stage technology, healthcare or similar environment
• Proven leadership skills
• Experience in a sales or marketing role e.g. telemarketing
• Strong communication skills, verbal and written
• Incredibly empathetic with strong active listening skills, yet able to maintain appropriate boundaries
• Experience working with customer service tools, e.g., Zendesk, Intercom
• Experience with healthcare (preferred)
• Bonus: bilingual, especially Spanish

Full-time base salary range of $56,000 to $72,000 plus benefits.
Benefits include: Full medical, dental, and vision coverage with at least one option with no monthly contribution for you and your dependents and a robust time off package.