General Description

TVG-Medulla, LLC provides support and services to two comprehensive chiropractic care companies, Chiro One Wellness Centers and MyoCore Personalized Pain Care, both industry leaders in evidence-based, patient outcomes-centered care.

The Patient Advocate provides a gold standard customer service experience for patients who have any questions or concerns regarding their care.

Essential Functions and Responsibilities

• Respond to and attempt to resolve all patient customer service inquiries via telephone and e-mail.
• Conduct all patient communication with calm, professionalism and courtesy.
• Communicate with the clinical teams regarding any patient concerns and refund requests.
• Coordinate with Patient Accounts team to manage patient account balance inquiries, disputes and declined payments.
• Provide itemized statements to patients upon request.
• Maintain records of all patient communication.
• Assist with financial reconciliation for patients transferring care between offices.
• Process all refunds and communicate/collaborate with respective departments as necessary.
• Manage credit card chargebacks.
• Collaborate with Marketing team to help mitigate negative social media reviews.
• Follow all departmental procedures and protocols.
• Comply with federal and state collection laws.
• Maintain a positive and professional work environment.
• Notify management of any strange scenarios, possible compliance concerns or recurring issues.
• Remain current on Medulla policies, procedures and protocols.

Minimum Qualifications

• Previous experience in accounts receivable or related field
• Previous customer service experience
• Pleasant and professional telephone manner
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office

Preferred Qualifications

• Previous insurance, billing or related experience.
• Process development experience.

Job Competencies

• Ability to manage confrontational phone calls and e-mails with a calm, professional and sensitive demeanor
• Ability to multi-task
• Strong attention to detail
• Solution-oriented

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.