The pMD Blog

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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 success


 
The arts have been a part of western and eastern medicine since history started being recorded. We see this looking back at prominent Greek philosophers. Hippocrates once said, “Wherever the art of medicine is loved, there is also a love of humanity.” Hippocrates supported the diagnosing and treating of the “whole” person, an approach that implies the interrelationship of soul and body. This is a foundational concept to modern medicine and gets to the true route of health care and healing. My father, a CMO/OBGYN practicing at St. Vincent's in Indianapolis, has always told me, “As providers, we can’t cure everyone but we can help everyone heal.”

Healing with Integrative Medicine


Today, over half of all medical schools in the U.S. require some form of training in the humanities to become a doctor. Integrative medicine is becoming more and more mainstream across America. “Integrative medicine is the treatment of patients through spiritual, emotional, mental, and environmental in addition to physical means.” Art, music, dance, yoga, and support groups are just some of the ways that the art world is merging into the medical world.

There is an emotional and morale component to all of this. How can the arts and humanities change the quality of life of patients and even doctors? During my junior year of college, I created a documentary called “Art as Medicine” where I featured three doctors and presented them with the question: how do healers heal? I was able to show the power that art gives healers so they can better heal others. The main point of this documentary is that you aren’t able to take care of others to the best of your ability if you can’t take care of yourself. 

Art and Self-Care


This is true for any type of job. You can’t do a job well if you, yourself, are unwell. Having a healthy work-life balance is needed for everyone to operate at their best. Everyone needs an avocation in addition to their vocation. Art is subjective and wide. Art for you could be exercise, cooking, or gardening. The most important aspect is that you have something else to disconnect you from the everyday stress of work. 

Culture of Empathy and Humanism


As a new employee of pMD, I am happy to confirm that pMD understands the importance of taking care of oneself. Giving employees a flexible schedule, having bonding activities, and showing a real interest and respect in each other's hobbies and goals outside of work creates a culture where people want to give 100%. 

At pMD, we believe our team is an essential component of the healing process. Whether that's making sure a provider has all the tools necessary to work seamlessly or helping a patient get ready for a telehealth appointment, our team is dedicated to helping people. My boss always speaks about trying to achieve the impossible, how a tiny little company could drastically change the whole health care industry. The main goal of pMD is to help providers and patients make health care easier and intuitive. At pMD, we not only focus on the technical side, (which we happen to be quite good at) but we also truly care about the empathetic and humanistic aspects of each of our providers and patients. As a newcomer to this company and industry, I believe that this level of care starts internally and is one of our biggest differentiators from other software vendors. 

In short, take time for yourself. It will ultimately make you happier and more productive in all areas of your life.

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.


I am certainly not the first or even hundred-and-first person to write about how COVID-19 has changed my working life, but I do hope to offer a unique or at least an interesting perspective on what it’s like to directly support and interact with patients, many of whom are participating in telehealth for the very first time.

Thousands of New Telehealth Patients Using pMD During COVID-19


pMD’s user base grew by nearly 300% from March 1 to May 1 of this year, due in large part to the highly increased demand for telehealth during the coronavirus pandemic. The vast majority of these tens of thousands of new users are patients. Medical practices are enrolling their patients in pMD telehealth by the hundreds and thousands, easily providing an avenue for patients to receive care even when it’s not safe or possible to come to their doctor’s office in person.

Supporting Telehealth Patients & Practices Ensures Uninterrupted Care


I am proud to be part of a team providing patient care tools during such a critical time, even though that means working harder than ever. We have quickly learned that a rapidly-expanding user base does come with some challenges, one of which is an increased volume of customer support.

Unparalleled, 24/7/365 customer service has been an integral part of pMD’s company culture since day one, and that has not changed even - or especially - during these unprecedented times. Being able to provide exceptional, real-time support to medical practices and patients ensures that health care is not interrupted despite the current situation.

What We’ve Learned About Providing Telehealth Support During COVID-19


The past two months at pMD have been even more fast-paced than usual, and our team has had the opportunity to speak with many patients and medical professionals alike. Here are the most important things we’ve learned: 

Be empathetic. 

This truly is an unprecedented time for everyone. Medical practices are extremely busy, oftentimes trying to handle a distributed workforce and safety concerns in addition to patient care. Patients, whether they have an acute condition or need a routine follow up, are often anxious or overwhelmed, both at the prospect of having to go into a doctor’s office or the alternative (a virtual visit), which can be a daunting prospect for first-time telehealth users. When someone calls into pMD to get support, we aren’t just helping them log into an app on their phone, we’re also there to reassure them that they have all the tools needed to connect with their doctor and get the care they are expecting. Whether a user calls in initially feeling anxious, frustrated, or confused, after speaking with a member of the pMD team, our goal is to not only answer their question but to leave that user with a smile on their face.

Be meticulous (a.k.a. if you don’t log it, it didn’t happen). 

Our engineering team is hard at work continuing to improve the telehealth experience for practices and their patients. An accurate and complete list of the most frequently asked questions and common concerns is key in prioritizing these projects. If 100 users reach out with the same question about starting a video visit, we know addressing that concern will help at least 100 users right away! If 100 users call in with the same question, but only 10 of those conversations get logged, we have no way of knowing this is such a high-priority topic, and it likely won’t be addressed with the same expediency. 

Be grateful. 

Even at the end of my longest or most difficult days at pMD, I can finish up work feeling thankful. Not only is the pMD team lucky to be hard at work during this time, but we’re also able to serve as a partner to medical practices and a resource to their patients. I can’t think of a better way to spend my time in quarantine!

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.





pMD is a small company, and we often say that we wear a lot of hats. Even so, I’m often on the receiving end of an eyebrow raised in surprise when I tell my friends outside of pMD that I oversee employee onboarding.

“Isn’t customer success your job?” “Isn’t employee onboarding part of a whole different department?” “Do you want to put that beer down?”

My answers, in order: yes, no (but please don’t ask me to help file your I-9), and definitely not.

Customer success is indeed my job. I make sure that our customers have the best possible experience with pMD, from implementation to training to ongoing support. This is exactly why I am so involved in employee onboarding. All of us at pMD, from operations coordinators to senior software engineers, interact with our customers on a daily basis, so it’s extremely important that new folks start to practice customer interactions early and often.

Helping our clients in a support and training capacity is one of the first ways that our new employees start contributing at pMD. They spend their first few weeks at pMD in “bootcamp,” learning the fundamentals of how to be a “pMD-er.” So, what makes a good pMDer?

1) Understand what pMD does and why we do it. Some of our new employees come to us with a background in health care, while many others do not. A big part of getting up to pMD speed is learning not only about our specific products, but the current state of health care in the United States, and most importantly, pMD’s mission to improve health care and save lives.

2) Be willing to work hard and go above and beyond for our customers. pMD is so proud of our unparalleled customer service, and it’s imperative for that part of our culture to get passed down to every new person that joins our team. After any interaction with a pMD employee, we want a customer to feel not only that their question was fully answered, but that their day is at least slightly improved after speaking with one of us.

3) Master the basics. Each employee has a long road of continuous professional development ahead of them, but with the help of their mentor, by the time they graduate from bootcamp, they will be proficient in giving top-notch software trainings to new users, providing the best customer service experience to our existing clients, and ready to hit the road for their next on-site implementation! (Pro-tip: dry clean your suit before each trip.)

Most of our employee onboarding process (aside from all that pesky paperwork) is focused on industry knowledge and pMD product knowledge, all with the goal that our newest hires can successfully jump right into pMD life as soon as they graduate from newbie to contributor. The way I see it, employee success equals customer success: two birds, one stone.

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.