Patient Care Concierge (Everett)

Company Description

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, MyoCore, 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.

Job Description

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 chiropractic conversations with patients regarding the frequency and adherence of their treatment plans, maintain EHR documentations and communications to support efficient scheduling. Manage patient visit volume during peak seasons, such as holidays and periods of reduced activity.
• Creating opportunities for Internal Referrals (IRs) the coordination, planning, and promoting numerous internal patient events in the clinic setting.
• Payments per visit impacted by developing patient-centered payment plans that align with individual financial 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-engagement efforts 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 notified of all patient concerns and confidentiality is maintained. Assist with resolving in-office customer service issues and support the team in delivering excellent service and bedside manner.
• Support the Chiropractic Technicians (CTs) by fostering accountability, promoting positive patient and community interactions, and contributing to office success in alignment with the company’s Mission and Vision.
• Ensure timely responses to corporate inquiries and swift completion of medical necessity documentation, while maintaining accurate, confidential patient records in full compliance with HIPAA guidelines.
• Remain up to date on protocols, policies, and procedures via the company’s intranet- yammer.com, emails, and Teams. Ensure accurate and up-to-date knowledge of the services and products provided by the company. Maintain practice goals for growth and attend all training and planning sessions for improving patient, team, or organizational success.
• Obtain and maintain Limited Scope of Radiography (Spine) within 6 months of starting the position if applicable. The licensed CT will be responsible for performing diagnostic imaging.
• Lead by example and contribute to a professional, clean, and educational atmosphere.
• Perform other duties as assigned.

Job Competencies:

• Excellent team player and executes with a positive attitude.
• Exceptional sales skills and ability to communicate value for a product to consumers.
• Encourage accountability among team members and patients.
• Leads by example.
• Professional demeanor always.
• Outstanding interpersonal, organizational and verbal/written skills.
• Possesses strong ability to create, plan and achieve goals.
• Ability to remain calm and professional in all situations (upset patients, inspections etc.)
• Time management skills/multitasking skills and speedy response time.
• Has an entrepreneurial spirit with a sense of ownership and responsibility in all tasks.
• Promotes a balanced, healthy lifestyle centered on chiropractic.
• Demonstrate high degree to emotion intelligence

Pay & Perks:

• Starting at $28.85/hour
• Full time work across a 4-day work week with long lunches: Monday-Thursday 8am-12:30pm; 2:30pm-8pm; one Friday per quarter 8am-10am.
• Paid technician training over your first 4 weeks, where you will learn everything needed for patient care.
• Our Benefits package includes health, dental, vision, long-term disability, short-term disability, 401K and Chiropractic care for you and your family!

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards
of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the
assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to
applicable federal, state and local laws and regulations, accreditation and licenser requirements (if
applicable), and Medulla procedures and protocols. Must perform other related duties and assist with
project completion as needed. Team members may be required to provide the necessary information to
complete a DMV (or equivalent agency) background check.

Qualifications

Qualifications:

• Bachelor’s degree in healthcare or wellness field
• A minimum of 2 years’ general office or administrative experience is preferred. Hospital or physician office experience preferred.
• Sales experience preferred.
• Proficiency in Microsoft Office Suite applications.
• Ability to operate standard office equipment and resolve standard problems.
• Excellent communication skills – written and verbal.
• Ability to prioritize projects and strong problem-solving skills.
• Demonstrated attention to detail, accuracy, and discretion.
• Ability to provide high level of quality customer service to patient/families, employees, leaders, and external vendors.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state, and local laws and regulations, accreditation, and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed. Team member may be required to provide necessary information to complete a DMV (or equivalent agency) background check.

Compensation: USD 21.50 - USD 28.85 - hourly