Patient Reactivation & Lead Specialist

TVG-Medulla, LLC; Oak Brook (IL); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Paid time off

Job summary

TVG-Medulla, LLC is seeking a Patient Reactivation & Lead Specialist to drive clinic patient volume through outbound outreach and proactive lead management. The role emphasizes confident, persuasive communication and strategic scheduling of evaluations and re-examinations within our chiropractic care network.

You will also maintain data integrity in the EHR/CRM, address objections, and coordinate with clinic teams to convert leads into ongoing care plans.

Qualifications

• High school diploma or GED required.
• Experience in high-volume outbound calling or patient reactivation.
• Proven ability to handle objections and close appointments by phone.
• Familiarity with CRM/EHR platforms and HIPAA compliance.

Responsibilities

• Execute high-volume outbound outreach to inactive patients and warm leads.
• Navigate patient hesitations and reframing the value of preventive care.
• Conduct discovery to identify pain points and align with clinical capabilities.
• Schedule initial consultations, diagnostic exams, and re-evaluations.
• Log every touchpoint and update CRM/Salesforce in real time.

Skills

Outbound calling

Appointment setting

CRM / Salesforce

Objection handling

Emotional intelligence

Active listening

HIPAA compliance

Education

High school diploma or GED

Tools

Salesforce

MS Office

Job description

• Compensation: from USD 60000.00 - yearly

Company 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. As the largest privately-owned chiropractic organization in the country, Medulla provides management resources to these organizations with full-scale experienced teams of professionals and specialists including marketing, clinical operations, legal, revenue cycle, human resources, IT, maintenance and more.

Job Description

Summary

The Patient Reactivation & Lead Specialist drives clinic patient volume by reconnecting lapsed patients and engaging warm prospective leads through dedicated, high-volume outbound outreach. This role requires a confident, persuasive, and empathetic communicator who excels at uncovering patient hesitations and navigating common objections (time, cost, symptom relief, past care gaps). The primary objective is securing firm commitments for Initial Clinical Evaluations and Comprehensive Re-examinations, directly positioning our clinic doctors to transition patients into structured, ongoing care plans.

Essential Functions and Responsibilities

• Targeted Outbound Outreach:
  • Execute disciplined, high-volume outbound calling campaigns across targeted rosters of inactive patients, overdue recall lists, and warm inbound marketing leads.
  • Skillfully navigate patient hesitation—such as "I feel fine right now," "I don't have time," "It's too costly," or "Let me think about it"—by reframing the preventative and rehabilitative value of chiropractic care.
  • Conduct consultative discovery to identify underlying pain points, past treatment gaps, or wellness goals, connecting them to clinical capabilities.
  • Guide patient commitment and schedule initial consultations, diagnostic exams, and doctor re-evaluations directly into clinic calendars.
  • Identify billing disputes, insurance escalations, or clinical grievances, immediately routing them to dedicated support teams to protect pure outbound dialing time.
• Data Integrity & CRM Tracking:
  • Accurately log every touchpoint, disposition, objection pattern, and scheduled visit in real time within EHR and CRM systems (e.g., Salesforce).
  • Consistently meet or exceed daily dialing volume, contact rates, booked evaluations, and completed patient arrival rates (show rates).
• What This Role Is Not
  • Not a Passive Script Reader: Requires active listening, dynamic conversation management, and tailored objection handling rather than rigid script delivery.
  • Not Inbound-Only Customer Service: This is an active, performance-driven outbound appointment setting and conversion role.
  • Scheduled hours are 100% protected and dedicated to outbound outreach and scheduling.
  • Not Billing or Dispute Resolution: Representatives route financial and administrative inquiries directly to specialized teams.

Qualifications

• High school diploma or GED equivalent
• 3+ years of experience in high-volume outbound calling, inside sales, appointment setting, or patient reactivation
• Demonstrated objection-handling ability: proven track record of navigating customer hesitations, reframing value propositions, and closing appointments over the phone
• High emotional intelligence, active listening skills, and resilience against call rejection
• Proficiency with CRM/EHR platforms (e.g., Salesforce) and MS Office suite
• Understanding of HIPAA compliance and patient privacy standards (training provided)
• Pay Range: Competitive base hourly wage plus tiered performance bonus tied to scheduled and attended/completed clinical evaluations

Schedule: Full-time; Monday–Friday with occasional Saturday availability as needed (On-site)

• Benefits: Comprehensive medical, dental, vision, 401(k), and paid time off package

Additional Information

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