Office Positions #
CEO
The Chief Executive Officer is the visionary behind the practice, responsible for empowering leadership to equip the team for the success of the business.
Office Manager
The Office Manager is responsible for the day-to-day operations of the office, reporting to the CEO for the success and trouble areas in the practice.
DC
The Doctor of Chiropractic is responsible for patient diagnosis and chiropractic care.
OpCor
The Operations Coordinator is in charge of the front desk and back office operations at HFC. They lead the operations team and coordinate procedures, policies, and training. They also work alongside the office manager in work with patients.
Care Coordinator
The CareCor is the head of the care team. She works tertiarily to provide care to patients through exams and therapies. They lead pod trainings and work with the Office Manager in establishing and keeping policies and procedures.
BOCA
The Back Office CA is responsible for the overseeing and maintaining all patient accounts and the creation and input of patient financial plans.
CICA
The CICA is the front desk team member responsible for the current day’s schedule and flow.
COCA
The COCA is the front desk team member responsible for checking out patients during the current day, setting expectations for their future visits, and rescheduling future visits when necessary.
SWINGCA (N/A)
The Swing Chiropractic assistant is a front desk team member responsible to fill in to the basic patient care operations of the FLOWCA or FDCO positions.
TECA
The Exam Chiropractic Assistant is responsible for performing all exams and procedures.
TA
The Therapy Assistant is responsible for the implementation of all therapy training and other supplemental therapies related to patients’ overall care.
Marketing Director
The Marketing Director is primarily in charge of evaluating and developing internal, external, and digital marketing strategies in order to gain exposure and build awareness of the practice.
Health Coach
The health coach serves as a nutrition and supplementation consultant. They oversee ordering of products and set-up and follow-up with patients on nutrition programs.
Fitness Coordinator
Patient Services #
New Patient Exam
The Day 1 appointment (75-90 minutes) in which patients receive their first scan, InBody composition analysis, consultation with a doctor, possible x-rays, and physical spinal exam. There is (usually) not an adjustment during this appointment. The appointment ends with the front desk scheduling a Report of Findings.
Report of Findings
The Day 2 appointment (40 minutes) in which a new patients discuss the results of their scans and x-rays with the doctor and are prescribed a care plan based on those findings. The they receive their first adjustment. The new patient will also have a consultation with the Back Office CA to discuss the finances of the plan. The new patient will sign up for their plan and decide on a payment schedule at this appointment.
Office Orientation
The Office Orientation is a video “walkthrough” of our office facility with instruction on how to sign in, where to sit to wait for adjustments, how to change the paper on their table after the adjustment, and other information about the adjustment process.
Home Orientation/Therapy Training
Home Orientation is the office visit (preferably at the Better Results Faster Workshop) at which a patient receives their recommended exercises and “on-plan” therapy equipment. The explanation of training is done through videos that are sent to the patient, as well as available through a QR code on the patient’s Exercise Sheet. The exercise sheet is prepped by the D.C. while creating their care plan.
PT Initial Consultation
This is a patient’s first exercise consultation with the Personal Trainer. The patient will have an opportunity to go over their Home Orientation Exercises and therapies at this time. They will also receive other recommendations from the trainer based on doctor consultation.
Decompression (Back on Track – BOT)
BOT is a tool the doctors prescribe to aid in the correction of sever spinal misalignment in their patient. The BOT is explained and set up by the TA or FLoorCA and has multiple variations for set up based on the prescription from the doctor.
Laser Therapy
Laser therapy is a modality of care that is recommended by doctors to decrease inflammation and speed up the rate of healing for patients under care. This care takes 10 to 20 minutes and is performed in the laser room by the TA.
Progress Exam
The Progress Exam is a scan done halfway through a patient’s planned care period. This scan is a benchmark to provide doctors and patients a look into how the patient is progressing at this mid-way point of the patient’s care plan. The Progress Exam is implemented by TECA, TA, or Care Team Coordinator.
Progress Report
The Progress Report is a short consultation with the doctor in which the doctor discusses the results of the Progress Exam in order to encourage and enlighten patients and instruct on what to do next. There is no follow-up meeting or scheduling necessary after the Progress Report.
Re-Exam
The Re-Exam is an appointment in which TECA, TA, or the Care Team Coordinator will perform a scan, InBody body composition analysis, and possibly x-rays for comparison with the start of the patient’s care plan. The Re-Exam comes at the END DATE of the patient’s scheduled care plan.
Re-Report
The Re-Report is a consultation with the doctor in which the doctor discusses the findings from the Re-Exam. The doctor will use this time to encourage the patient on their progress at the end of their current plan and provide them with a new plan for further care. The patient will also have a consultation with the Back-office CA to discuss the finances of the prescribed “New Game Plan”. The new patient can sign up for their next plan and decide on a payment schedule at this appointment.
BRF
The “Better Results Faster” class is a workshop, scheduled multiple times per month, at which Dr. Hill explains the purpose and full benefits of chiropractic, the research behind how chiropractic works, recommended activities for patients to maximize the effectiveness of their chiropractic care, and the benefits of including more family members in care at HFC. Patients are expected to attend one of these workshops during the first month of their care plan.
Exams/Recommendations #
New Patient Exam
Full NP Paperwork and 80-90 Minute Exam: Done when the patient has never been had a New Patient Exam in our office before.
A REPORT OF FINDINGS will be scheduled at the end of this exam.
Reactivation Exam
Full NP Paperwork and 80-90 Minute Exam: Done with the patient has BEEN ON A CARE PLAN AND hasn’t been seen at HFC in three (3) or more years.
REACTIVATION RECOMMENDATIONS will be scheduled at the end of this exam.
Check Up Exam
Full NP Paperwork and 30 Minute “Scan Only” exam: Done when patient hasn’t been seen at HFC between one (1) to three (3) years.
REACTIVATION RECOMMENDATIONS will be scheduled at the end of this exam.
Reactivation Recommendations
The appointment (20-40 minutes) in which a reactivation patients discuss the results of their scans and/or x-rays with the doctor and are prescribed a care plan based on those findings. The patient will also have a consultation with the Back Office CA to discuss the finances of the plan. The new patient will sign up for their plan and decide on a payment schedule at this appointment. (The ROF Video will be shown to patient at React Rec appointment if requested by the D.C. Sign Ups for this report are input as a Reactivation Charge for the doctor who did the report.)
❗Exceptions to these definitions do occur; however, some form of the definitions above will be used to determine procedure around these exceptions.
Reporting #
Current Week
Statistical weeks are measured from Monday through Sunday. During the Current Week, numbers are currently being input until end of day Sunday.
Scheduled
On a plan and on the schedule for the Expected Week
Missed
On a plan, pre-scheduled for the Current Week, but did not show up for their scheduled care.
- “Rescheduled” visits are not considered “X-Visits” because they have been scheduled for at least the following week.
Kept
On a plan, on the schedule for the current week, and completed care within the week they were scheduled.
- Excluding Walk-Ins of patients that are on a plan and need additional care
Services
Any IN OFFICE care or consultation service provided by HFC. This includes exams, therapies, fitness, massage, and all in clinic nutrition consultations. We measure our visits by services.
Adjustments
The adjustment is the therapeutic procedure where a licensed chiropractor manipulates joints to improve spinal alignment. We use the term Adjustments in our stats to refer to the D.C. adjustment portion of a patient visit ONLY.
Make Up Day (MUD)
A visit that has been moved by our team because a patient missed their visit. A confirmation text is always sent to the patient about these changes but these visits may or may not be confirmed by the patient.
Compliance
Percentage that reflects the number of On-Plan patients that followed through with their scheduled care for the current week.
Extra Care
On-Plan Patient spontaneous visits that are “extra” or recommended by the DC.
On-Plan Patient adds additional care for that week as needs arise
- “Additional” – Care that is performed in excess of their planned visits, not replacing any visits.
- “Spontaneous” Make-Up Days (MUDs) – Care that is replacing previously missed visits and is scheduled for the Current Week, during the Current Week.
PPV (Pay-Per-Visit)
Patients that are not committed to a structured plan and are either on the schedule for the expected week by the end of the Current Week, or spontaneously schedule a visit.
- “Spontaneously” – Off the street, day of, within the current week
- “Committed” – Signed agreement AND paid in full/set up on monthly Auto-Debit
- Tourist – Outside of 50 Mile (Approx.) Radius
Cancelled Patient
- Patients that have expressly communicated that they no longer wish to receive care and would like to be removed from their plan.
- Patient that drops out of care and out of communication. After the follow up procedure, close out and cancel plan.
Non-Start
Patients that complete their New Patient Exam (and possibly Report of Findings) then decide that they do not want to start a plan. (PPV)
Non-Renewal
Patients that complete their RE-EXAM and either don’t show for their Re-Report or expressly say they do not want to continue care either at their Re-Report or during the follow up process after.
On-Plan
Patients that have signed a care plan agreement and have paid for care in full/are set up on monthly Auto-Debit
- Paid or payment plan scheduled.
- Plan appointments scheduled out.
3 Signed all agreements (including BRF.)
Active Patient
Committed to and following a structured plan
- “Committed” – Signed agreement AND paid in full/set up on monthly Auto-Debit
- On-Plan Patients
