Patient Services Representative
2 weeks ago
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
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.
We are seeking a highly motivated and empathetic Patient Services Representative to deliver a gold standard experience to our patients. This role is responsible for resolving patient inquiries with professionalism, compassion, and precision, ensuring every interaction reflects our commitment to exceptional care and service.
Essential Functions and Responsibilities
- Respond promptly and professionally to patient inquiries via phone and email, aiming for first-contact resolution.
- Conduct all patient communications with calm, empathy, and courtesy, even in challenging situations and maintain accurate records of all patient interactions.
- Coordinate with clinical teams to address patient concerns.
- Support financial reconciliation of patient accounts, ensuring that all balances and credits are supported by appropriate documentation.
- Process refunds and coordinate with relevant departments to ensure timely resolution.
- Manage disputes, chargebacks and declined payments.
- Collaborate with the Marketing team to help mitigate negative social media reviews and promote positive patient experiences.
- Follow all departmental procedures, protocols, and compliance standards.
- Stay current on Medulla policies and industry regulations, including federal and state collection laws.
- Maintain a positive, professional, and organized work environment.
- Escalate unusual scenarios, compliance concerns, or recurring issues to management.
Minimum Qualifications
- Previous experience in accounts receivable or a related field
- Proven customer service experience, preferably in a healthcare or patient-facing role.
- Pleasant and professional telephone manner
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office and general computer literacy
- Experience in insurance, billing, or healthcare financial services
- Process development or improvement experience
- Ability to manage sensitive or confrontational communications with professionalism and empathy
- Strong attention to detail and organizational skills
- Ability to multitask and prioritize effectively in a fast-paced environment
- Solution-oriented mindset with a focus on patient satisfaction and operational efficiency
- Compensation Perks:
- Bi -Weekly pay cycle.
- 401(k) Retirement Savings Program with employer discretionary matching.
- Health & Wellness Perks:
- Medical, dental, and vision insurance.
- Life and disability insurance options.
- Work-Life Balance:
- Paid time off (holidays, vacation, sick days).
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.
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