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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


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.