Skip to contentSkip to footer
employer cover photo
employer logo
employer logo

WebPT

Engaged Employer

WebPT reviews

Avoid Member Care At All Costs - Member Care Representative WebPT Employee Review

1.0
Apr 23, 2018
Member care representative
Recommend
CEO approval
Business Outlook

Pros

There isn’t a single good thing I can say about this company and this position. I had a terrible experience and I’ll tell you why in the cons.

Cons

There are 10,000+ PT clinics that use WebPT but they only have 15 support agents to take care of that. Volume vs. Staffing is way off balance so management is continually barking about calls and emails in queue. That is due to their weird company value “Do mas (more) with menos (less).” Keep in mind that they only answer about 76% of calls coming in on a daily basis. You can figure out what that does with the voicemails and emails over time because the priority hierarchy is 1) incoming calls 2) voicemail callbacks 3) emails. Combine that with the staffing and you’re set up for failure. Everyone is so busy that a new-hire struggles to ask even a time-sensitive question. This used to be an hourly position but they changed it to salary. They now use that salary title to manipulate you. For example, the emails were so stacked up that management assigned a bunch out to each agent and sent an email saying, “You are salary employees so you don’t have an end time. You need to respond to these emails before you go home. To be able to go home, please have a member of leadership check you work and excuse you.” They will treat you like children. They don’t value you and will treat you like their little grunts on the front lines. It’s true that a salary employee doesn’t have an end time. However, here you are held to a 30 minute lunch and have a start time and can be punished for being late. They treat you as a non-exempt employee while manipulating your exempt status. They made a big deal about giving us unlimited PTO. Yay, right?! No. Once I was employed for 90 days, I was able to use that. My first request was my birthday, which was a Friday. I requested it a month in advance and it got denied for the following reason: “There’s already one person that has that day off. We can’t honor it for you because we don’t know how many people will call out that day and we don’t want to be short staffed.” One person! See where their priorities are with that? People that don’t feel like working that day get the day off rather than someone who does it the right way and requests it with their “unlimited PTO” a month in advance. Opportunity? Close to none. Be prepared to be a Member Care Representative for years. It’s a garbage company with a garbage culture with garbage management. Avoid it at all costs unless you enjoy that.

avatar
WebPT Response
8y
Thank you for your review of WebPT. We’re sorry you didn’t have the best experience here. Believe us, though—we take this feedback to heart. We’ve come a long way since we started, and we know we’d be nowhere without the support of our great employees and Members. Both are very important to us as a company, and we do whatever we can to provide the best support for employees and Members alike. While we’ve experienced significant growth—and overcome a lot of growing pains—over the last few years, this still remains core to our mission: to create raving fans among both our employees and our Members. Yes, call intake has increased due to company growth, but that's to be expected, and we have worked hard to prepare all of our teams for the challenges that come with working in a fast-growing organization. We’ve also expanded teams, created new positions, and improved our overall process workflow. Additionally, we’ve taken great strides to improve our training and development programs in an effort to create a more cohesive and collaborative workspace. Our Member Care and Success teams are the lifeblood of WebPT, and we’ve made many positive changes within these teams. These employees are tasked with being product experts, excellent customer service providers, and compliance professionals. It's a lot to take on, but we have continually received high service ratings from our Members as well as many service-focused awards—and we wouldn’t have been able to achieve those things without our amazing employees kicking butt every day. And despite recent acquisitions and the influx of new customers that came with them, our support numbers continue to improve. Still, we are committed to continually improving our employee experience. To that end, we have implemented internal employee Net Promoter Score (eNPS) tracking, which measures employee satisfaction based on each employee’s response to one simple question: “On a scale of 0-10 (with 0 being not at all likely and 10 being very likely), how likely are you to recommend WebPT as an employer to a friend or colleague?” While most companies strive to achieve a score of 20-30, our average score last year was 49. We also collect written feedback in conjunction with the eNPS survey, and we’ve made numerous changes based directly on that feedback. We recognize that there is always room for improvement, and we appreciate the feedback you have provided as well. It will help us continue to fine-tune and optimize our employee experience.

Explore other reviews about WebPT

5.0
Jun 24, 2026
Sales development representative (sdr)
Recommend
CEO approval
Business Outlook

Pros

Amazing team and culture who want you to succeed in your position. I have received ample training and have strong support each day in my role. Being a remote role is important to me; however, you need a strong and cohesive team for it to work. WebPT is all of that!

Cons

Being a fully remote role, this requires more time when learning/training as you are not sitting in the same office as co-workers. This affected me as I was changing careers. If you are not changing careers, this would not be an issue.

1.0
Jul 19, 2026
Director-hr
Recommend
CEO approval
Business Outlook

Pros

* Remote work flexibility. * Talented, dedicated employees who genuinely care about each other and the customers.

Cons

The company has undergone multiple rounds of layoffs while executive compensation remained substantial, creating a significant disconnect between leadership and employees. Employees watched coworkers lose their jobs while executives received sizable annual bonuses. Regardless of the business rationale, the optics were damaging and reinforced the perception that protecting executive compensation was a higher priority than protecting employees and preserving the culture. Morale has steadily declined, and the culture that once made this company stand out has largely disappeared. There is virtually no work-life balance. Employees are expected to remain available regardless of personal circumstances, and the pressure to always be “on” has become normalized. During my time there, I found myself working from a hospital and even from the funeral home while making arrangements after my mother’s passing because the expectation to stay connected never seemed to stop. No employee should feel that work takes priority over moments like those. Transparency is lacking, communication often feels one-sided, and employees are frequently asked to do more with fewer resources. Many of the people who built the company’s culture are gone, and leadership has failed to replace that sense of purpose with a clear vision for the future. Perhaps most concerning, employee trust has been severely damaged. Current employees should know that employee engagement surveys are not anonymous, despite being presented that way. Survey responses can be tied back to individual employees, making many people understandably hesitant to provide honest feedback. An organization cannot expect candid input when employees believe their responses can be identified.

See reviews by: Helpful|Rating|Date|All
Related searches: WebPT jobs | WebPT salaries | WebPT benefits | WebPT interviews
WebPT reviewsWebPT Member Care Representative reviewsWebPT review