Patient Care Concierge (Everett

• Compensation: USD 21.5 - USD 28.85 - hourly

COMPANY BACKGROUND

TVG-Medulla, LLC is a multi-site healthcare management organization, with an emphasis on providing managed services to chiropractic providers. Medulla provides managed services such as Sales & Marketing, Billing, IT, HR, and Finance to three chiropractic brands, operating under the names of Chiro One, Myo Core, and CORE Health Centers. Medulla is comprised of 830+ employees, with corporate headquarters in Oak Brook, IL and 150+ clinic locations in Illinois, Indiana, Wisconsin, Missouri, Kansas, Kentucky, West Virginia, Texas, Oregon, Washington, and Alaska.

TVG-Medulla is a rapidly growing organization, realizing 30%+ growth year-over-year, through a combination of both organic and acquisitive growth. As the organization continues to expand and enter new markets, it seeks a strong strategic COO to lead the operations function. Our vision is to inspire and empower people in our communities to heal, live and function better.

General Description:

Working with the office or assigned offices to achieve the clinic budgets and goals by providing top-level
concierge service. Work directly supporting the Chiropractic Directors (DCs) and staff in achieving office
goals, including, but not limited to, signing patients up for initial treatment plans, signing patients up for
continued care treatment plans, ensuring revenue collections, and growing the office via Internal Referrals.
Engaging the patient(s) for their new patient experience with the intended result of accepting and
completing the prescribed customized treatment plan based on medical necessity. Managing the Chiro
One Experience from front to end, enrolling patients to accept and pay for treatment, auditing and
ensuring collection of patient responsibility revenue, training and ensuring current protocols are upheld
and delivering the company’s promise to: "exceed expectations and provide extraordinary service for our
patients by setting the gold standard for chiropractic care."

Responsibilities:

• Supporting the clinic performance by collaborating with DCs to achieve clinic goals in revenue,customer service, and compliance. These four Key Performance Indicators (KPIs) are Patient Visits,Internal Referrals, Payments per Visit, and the Buy Rate. Assume accountability, support and maintain daily KPI stats. Achievement and surpassing of the office’s budgeted KPIs.
• Contributing to the number of Patient Visits (PVs) ensure smooth scheduling and flow of patient visits,optimizing appointment time to reduce schedule book stress. Engage in compassionate chiropracticconversations with patients regarding the frequency and adherence of their treatment plans,maintain EHR documentations and communications to support efficient scheduling. Manage patientvisit volume during peak seasons, such as holidays and periods of reduced activity.
• Creating opportunities for Internal Referrals (IRs) the coordination, planning, and promotingnumerous internal patient events in the clinic setting.
• Payments per visit impacted by developing patient-centered payment plans that align with individualfinancial situations while supporting clinic revenue goals. Ensure patients understand and uphold their financial commitments to care. Responsible that over-the-counter payments being collected and handling declined payments directly with patients.
• Buy Rate
  - Communicate treatment recommendations prescribed by the treating Chiropractor, while communicating financial obligations to patients and effectively getting them under prescribed treatment plans to meet revenue goals of the office. Provide ongoing support and re-engagementefforts for patients who delay or decline treatment plans.
• Oversee product inventory, coordinate ordering and distribution processes, and drive sales performance to ensure office targets are consistently achieved
• Provide exceptional patient care via checking patients in and out, giving tours, consultations, assisting with therapies, performing exams, educating patients on Chiropractic, assuring patients are compliant with their care plan visits/recommendations, and assuring the doctor is…