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where we cover interesting and relevant news, insights, events, and more related to the health care industry and pMD. Most importantly, this blog is a fun, engaging way to learn about developments in an ever-changing field that is heavily influenced by technology.

POSTS BY TAG | Account Management



Customer interactions article


Don't trust a mirror that only tells you how wonderful you look.” ― Matshona Dhliwayo

I remember playing softball as a kid, obsessively working on my swing. It’s all about your stance, the way you hold the bat, and timing. I would practice and swing the bat one hundred times over, but what I always needed was another perspective, someone to watch and tell me what I could fix.

As someone who has worked in customer service for the last few years, I’ve learned first-hand how customer interactions can serve as an outside perspective that companies need.

Product Support as a Primary Customer Interaction Channel

pMD’s customer support is one of the primary channels in which we interact with our customers. Not only do we provide 24/7/365 support to help solve any issue or answer any questions pMD customers might encounter, it’s also a way to gauge how our products are creating value and what things we need to focus on as a company to make pMD even better!

Product Feedback Process

Here at pMD we “eat our own dog food,” meaning we use our own product on a daily basis (we don’t actually eat dog food). This gives us pretty good insight into what is, and sometimes isn’t, working properly. Even with that said, hearing from our customers who use pMD in their medical practices allows us to gain further insight into areas of improvement and innovation. The pieces of feedback they give us are like little nuggets of gold for debugging, making adjustments, and enhancing product features. We have a process for receiving this feedback and doing our best to ensure nothing is overlooked or falls through the cracks:

1) First, product feedback is received by a pMD employee via various channels of interaction with our customers, such as support, training, implementation, or account management

2) The request or idea is submitted as a ticket to our product team for review.

3) The product feedback request is triaged based on answers to the following questions:

•  How immediately can change be implemented?

•  How many users will be positively impacted?

•  How much time will this save our users?

•  Will this improve our security?

•  Does the update make our products easier to use?

Charge Capture Product Feedback in Action: New Feature for Nephrology Billing Teams

Most new product features and updates that we release are driven by the feedback we get from our customers. If the request identifies a specific need and the solution will positively impact pMD’s user base, then the request has a good chance of making it on to our product roadmap.

We recently released a new feature that helps our charge capture customers' nephrology billing teams stay organized and save time by automatically batching Monthly Capitation Payment (MCP) dialysis visits, where they can then be appropriately processed at the end of the month. This enhancement was a direct result of customer feedback; through various account management meetings and support encounters, we learned that many nephrology billing teams were spending a disproportionate amount of time manually sorting and organizing their monthly dialysis visits. We worked with these customers to understand the issue at hand and determine how to best implement a change that would be most impactful, ultimately resulting in a new feature now available to all of our nephrology practices.

To put it simply, the relationship we have with our customers is symbiotic. We strive to make a product that creates value for our customers, and in return, we truly value the feedback that we receive from them. While it's great to have a mirror that tells us how wonderful we look most of the time, we also appreciate when we receive feedback on how we could be better!

Find out more about pMD's suite of products, which includes our MIPS registry, charge capture, secure messaging, clinical communication, and care navigation software and services, please contact pMD.





At pMD, we have a foundation that has been built from over 20 years of experience working with employees with various backgrounds and working with customers from varying specialties and experiences. Throughout our 20 years in the industry, we’ve established a structure to ensure that our process to obtain new customers and keep existing ones happy is standardized, effective, and as efficient as it can be. Even after 20 years, we continue to stay open to learning new and better ways to improve our already proven process. This leads me to the question: what happens when an idea or plan doesn’t go the way you expect? Does it mean you’re set up for failure? No. In fact, sometimes when things don’t as planned, it might actually be for the better. So make lemonade with those lemons.

Recently, I was involved in an implementation that didn’t go as I had originally planned and it turned out to be one of the best implementations I had ever been a part of. One of our customers had been using pMD for a number of years for one of their many specialties. And for the past two years, we have been trying to expand our usage to other specialties within this large organization. As a team, we discussed what additionally we could provide to the already existing specialty to ensure their continued success with pMD, providing more leverage to expand to their other groups. We set out a plan to do some heavy customer outreach and made sure we spoke with not only the administration but, more importantly, with the providers themselves to get their feedback on how pMD was working for them so far. After all, they’re the ones who would know best on how the system is working. Through close account management, we were able to implement new, robust features to the existing group and get our foot in the door to finally expand to a new group.

Why was this implementation then so special? It started at the top. Leadership was heavily involved in the vetting and implementation of pMD. We followed our best practice of learning about the group and their workflow as well as speaking with and presenting to leadership and their physician champions. We were on the right path to go live with this new specialty group by the end of October. They expressed interest in wanting to do a trial run with a smaller subset of physicians and provide feedback before going live for the entire group. This process lasted 1-2 weeks before getting the green light to go live with the entire group. We also received feedback and made the appropriate adjustments with the idea that we were still on track to implement the new group by the end of October. However, when we discussed the go-live date, the group wasn’t comfortable to move forward with that timeframe because of scheduling conflicts and additional questions they had about the system. While it was a frustrating time for our team, we eventually came to implement the new group officially in December (over a month after the initial target date of October 2018). Surprisingly, after all the prior obstacles, the implementation went about as smoothly as any implementation I had ever been a part of.

A smooth implementation isn’t a result of magic. Leadership with this group took those extra weeks to very clearly communicate to their providers and staff as to why they were making the transition to pMD. When we came on-site the first week of December, we weren’t met with surprised looks or confused faces. Everyone we worked with was prepared and understood the ‘why’ behind the process. In the span of four days, our team was able to successfully get over 30 providers using pMD without a hitch.

It takes strong leadership and clear communication for new ideas to mature and to be adopted. Much like this implementation, pMD does the same. When our strategy doesn’t always necessarily go as planned, we adapt, we communicate the ‘how’ and ‘why’, and then we move forward with those changes. This implementation was also a great example of how pMD continues to grow its brand, starting from a long-time customer and expanding into its surrounding community. Since the implementation, we’ve added several more providers and expanded the use of a new product, pMD® Clinical Communication™, within this organization. So when things don’t go as planned, remember that better results might even come out of it.

Find out more about pMD's suite of products, which includes our MIPS registry, charge capture, secure messaging, clinical communication, and care navigation software and services, please contact pMD.





At pMD, the role of an Account Executive (AE) is very exciting! If you’ve kept up with our blog, or have interacted with our team members, you know that travel is essential to our company. We are rarely ever confined to a cubicle. Often, you can find our team scattered across the U.S. and at times attending several meetings in different cities and different time zones within a 24-hour period! While a lot of this travel is focused on our current customers, there is a large need for us to travel to prospective customers as well.

pMD AEs take a different approach to sales. We spend a great deal of time understanding the prospective customer’s current workflow and assessing whether any one of our suite of products would be a good fit for them. At pMD, you learn to ask a lot of questions and the logic behind that is intentional. Our product is by no means one-size-fits-all and is all very customizable. For example, a cardiology group in Southern California may use our Charge Capture product very differently than another cardiology group in Northern California. So, asking a multitude of questions is imperative to learning more about your potential customer and how pMD can be customized for them.

Since 1998, our team has prioritized travel and has witnessed the positive impact first-hand. A solid face-to-face meeting is invaluable when comparing to a 30-minute phone conversation. I’ve personally experienced the benefits of in-person meetings and can attest that traveling to prospective customers helps to build trust, inspire positive conversations, and ultimately build strong(er) relationships. While you’re on the road, it’s important that you’re maximizing that face-to-face time.

Traveling should never feel like a burden. At times, it can be exhausting and time-consuming but only if you allow it to be. Here are some helpful tips and tricks to make your future travel escapades more comfortable, more efficient, and ultimately more rewarding!


I’ve personally found that these tips promote a more efficient way to travel, which saves you time and keeps you sane! What can you do with more time? It provides you the opportunity to visit more prospective customers and spend quality time listening to their needs. If you build a relationship and develop trust with prospective customers early on, they will ideally become happy, new customers! Happy, new customers translate to a happy pMD team! If you have any questions or would like to find out more about pMD's suite of products, which includes our MIPS registry, charge capture, secure messaging, and care coordination software and services, please contact pMD.