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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 | Customer Interaction

After a short night’s sleep, Anthony and I took a quick detour on our way to the airport to see Nebraska’s capitol, the second tallest state capitol in the country (Louisiana’s comes in first). We were impressed with the classical style and the crowning statue, The Sower, a tribute to agriculture. But we were even more impressed with what $10,000,000 could buy you in the 1920s and 1930s… or Nebraska.

A few minutes later, we were back at the airport. Rental car accommodations are one of the most convenient parts of private air travel, and we were able to leave our rental car a few paces from the plane. We were ‘wheels up’ and on our way to Jackson, Mich. moments after that.

In Jackson, Anthony and I had lunch with Don Knox, a long time pMD charge capture customer. Don is the administrator of pMD’s very first pulmonary group, and his support has helped pulmonary to become one of our top specialties. I have worked with Don over email and phone, and it was really fun to meet him in person. Although his group is still in private practice, he has seen a lot of changes with hospitals acquiring practices, and he had some really interesting insights on some of the government changes in health care.

We reviewed pMD Messaging with Don to prepare for his upcoming messaging implementation, and we were able to check in with a couple of his providers. Everyone at the group was happy, and one of the doctors joked that although he found pMD easy to use, his wife would laugh out loud if anyone ever referred to him as tech savvy. We train doctors of all ages and all technical aptitudes, and this is what we love to hear.

From Jackson, we went on to West Chester, Ohio to meet with a pMD group that we implemented charge capture with a couple of years ago. It was a special treat to fly into West Chester since Anthony and I have both had memorably difficult trips flying into Cincinnati on commercial airlines. (I missed my connecting flight and had to wait three hours for the next flight. Anthony had to take car service for the hour long drive to West Chester, which takes you through some back roads reminiscent of Children of the Corn.)

It was good to see Ahmad Alkhaled and Tariq Sharif at Medical Administrative Group, a hospitalist group and billing company in West Chester. They had some great feedback for us on how to improve their charge capture workflow for seeing duplicate billing charges, and Anthony walked them through pMD Messaging and our ICD-10 conversion. They said that they were happy, which made us happy.

We made the hour long drive back to Cincinnati for the night to stay close to our early morning meeting on Thursday. We ate at the trendy Senate pub in downtown Cincinnati, which has been revitalized to its original charm before going back to the hotel for a late night with our laptops and inboxes.


Lincoln, Neb. State Capitol. The dome is designed to reflect the weather and The Sower is casting the seeds of life to the wind at the top. We caught some.

Jackson, Mich. The Pulmonary Clinics of Southern Michigan office has a fun, nautical theme. They were the first pulmonary group that pMD ever welcomed aboard.
If you ask any pMDer what their favorite part of their job is, he or she will tell you that it’s the customer interaction. We thrive on making doctors happy. It’s what makes our charge capture and messaging product great. It’s what gives us professional and personal satisfaction. And it’s why we are all motivated to go above and beyond for our customers.

We have customers all over the country, and one of our biggest challenges is managing our lives in San Francisco and getting quality time with our new and existing customers. In order to maximize our time with our customers and minimize our time negotiating security lines and long layovers and missed connections, we share access to a small, private plane.

My colleague Anthony Tsang and I are on our first big trip on the plane this week. We’re equally nervous about not having access to a restroom at 30,000 feet and our itinerary. We are planning to cross through eight different states to visit five different pMD groups in the harder-to-reach corners of the Midwest.

After a big night out with our entire team and their significant others on Monday night, Anthony and I started our journey late Tuesday morning. We left from San Rafael, Calif. and flew to St. John, Ariz. - current home to reasonably priced jet fuel and 30 mph winds. After a white-knuckle landing, a review of our inboxes, and surprisingly delicious burritos, we headed out to Lincoln, Neb.

I am working with a sales lead in Nebraska (they weren’t able to meet when we were passing through, but we hope to see them in their beautiful state soon!), and it was really fun to see the state’s capital city. Travel is important, and it’s easier to relate to people when you can picture their home.

My Wikipedia search told me that Lincoln was #1 on the Gallup-Healthways list of "Happiest & Healthiest" cities. We landed with high expectations, and the city didn’t disappoint us. We enjoyed the green pastures, Omaha steaks, and a microbrew before heading to our hotel to confirm our agenda for Wednesday: a lunch meeting in Jackson, Mich. and a meeting in West Chester, Ohio.

St. John, Ariz. The dried creek beds were beautiful and made me thirsty.

Lincoln, Neb. The lushness and trees surrounding the creeks were a stark contrast to Arizona. The devastating double tornado that hit Nebraska on Monday was just 100 miles north.

The guy at the airport, a.k.a. our first native Lincolnian that we came into contact with, told us that the biggest thing to do in Lincoln was to tailgate. He said that we were out of luck visiting outside of football season. We were in luck to find this tailgate warning sign at our hotel parking garage that confirmed that tailgating is a real sport.