Patient Reactivation & Lead Specialist

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. ● Proactive Objection Handling: ○ 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. ● Value-Driven Discovery: ○ Conduct consultative discovery to identify underlying pain points, past treatment gaps, or wellness goals, connecting them to clinical capabilities. ● Evaluation & Re-Exam Booking: ○ Guide patient commitment and schedule initial consultations, diagnostic exams, and doctor re-evaluations directly into clinic calendars. ● Routing & Focus Protection: ○ 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). ● Quota & KPI Ownership: ○ 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. ● Not General Clinic Reception: ○ 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. 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 Preferred Qualifications ● Bachelor’s degree from an accredited college or university. ● Experience in elective healthcare, wellness, dental, or chiropractic patient scheduling ● Familiarity with structured sales frameworks (e.g., Feel-Felt-Found, Acknowledge-Reframe-Close) ● Demonstrated history of driving strong appointment show / completion rates ● 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 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. 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.