Overview
If your Medical Director (MD) ends their oversight relationship with your practice, Moxie moves through a formal termination and offboarding process. Use this article to understand when an MD termination can happen, what you're notified about, what's removed from your account, and what your options are afterward. This applies to any provider whose MD oversight is managed through Moxie.
When an MD termination can happen
An MD oversight termination can start for any of the following reasons:
Your MD fee account has an outstanding past-due balance.
You do not respond to probation messaging within 33 business days.
You or your MD requests to voluntarily end the oversight relationship.
A policy violation or compliance concern is identified.
✏️ Note — Your MD oversight relationship is between you and your MD, not Moxie. Moxie facilitates billing and account changes, but the decision to end oversight belongs to you and your MD.
Phase 1: Moxie confirms the termination with your MD
Before any changes are made to your account, Moxie notifies your MD in writing and confirms that your MD has decided to end the oversight relationship. This step gives you and your MD the opportunity to resolve an outstanding balance or disagreement directly before offboarding begins. Moxie does not make any billing or system changes until your MD confirms the termination.
Phase 2: You receive a termination notice
Once your MD confirms the termination, Moxie sends you a written termination notice. The notice includes:
The reason for the termination.
The effective date.
What happens next for your account.
Your Provider Success Manager (PSM) is included on this notice and can walk you through your options.
Phase 3: What's removed from your account
Once the termination takes effect, the following changes happen to your account:
Your MD fee billing subscription is canceled.
Your ability to place supply orders is paused.
The terminated MD's access is removed from your account.
Any good faith exam (GFE) reviewers assigned through that MD are removed.
Pharmacy and vendor accounts tied to that MD are deactivated.
Your MD's profile is removed from Moxie's public website.
Moxie will send the MD Termination Agreement to you and MD.
Phase 4: Decide your next steps
If you've settled your outstanding balance, Moxie reviews your account for a new MD match. The table below shows what happens based on your situation:
Your situation | What happens |
Balance settled and eligible for a new MD match | Moxie matches you with a new MD to continue oversight. |
Balance settled but not eligible for a new MD match | Your PSM helps you find an external MD. Moxie may also pause MD-dependent services in the meantime. |
Balance not settled | See Phase 5. |
Phase 5: If your balance remains unresolved
If your outstanding balance is not settled within 60 days of the termination, Moxie may end your service agreement. Contact your PSM as soon as possible if you need help resolving a balance before this window closes.
Example
A medspa owner's MD ends their oversight relationship due to an unpaid balance. Moxie confirms the termination with the MD, then sends the medspa owner a written termination notice explaining the reason and effective date. On the effective date, the MD's access, GFE reviewers, and linked pharmacy accounts are removed from the medspa's account, and supply ordering is paused. The medspa owner pays the outstanding balance and works with their PSM to confirm they're eligible for a new MD match, and Moxie proceeds with matching them to a new MD.