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 support


If you were to get engaged, you can imagine you would want to call your closest friends and family first, right? Would you also want to tell one of the accounts you manage? I did! That might seem crazy, but I like to think that this is what makes pMD unique. Our entire team prioritizes partnering with our customers and developing strong business relationships. If you are lucky, sometimes, these business relationships also become friendships. 

The importance of account management


At pMD, each employee is an account manager. That means, we equally share the responsibility, on top of our departmental focuses, of working closely with our customers. Why do we do this? We do this to learn how to improve our product, stay ahead of the curve, make our customers happy, and change health care. We are in contact with our groups constantly, and not to sell them products and services, but to stay on top of what's changing in their world and in ours. We hope to connect with our users and create a relationship. When practices think of pMD, they do not just think of the purple app on their iPhone; they remember the pMD employees who ask, “how can we help?” Like many professional relationships, the closer you are, the better equipped you are to come up with creative solutions and strategies for success. 

One of my favorite memories at pMD was a pizza party financed by a customer of ours who wanted to say thank you for our assistance with satisfying his MIPS (Merit-based Incentive Payment System) annual requirement. MIPS can oftentimes cause a lot of extra strain for smaller practices; he shared that we alleviated these stresses, and in return, he wanted to treat us to a pizza party. During this lunch, our team ate together and shared stories about various customer relationships, and what they have each taught us over the years. 

A little goes a long way


In addition to my account manager responsibilities, my current title is Sr. Account Executive. I work with practices in a consultative way to evaluate our product and implement a new process that will improve their workflow and ultimately create ROI. Something unique about our pricing model is that our pricing is transparent and standardized across the country. In my four years here, we have not increased our price for our charge capture product. Why is this important? It means that, even with enhancements and new features, our customers can implement these free-of-charge. When you sign up for pMD, we are agreeing to be your partner today and moving forward. That's why it’s important for us to connect with our current customer base in order to understand their needs. 

In the current climate, we know our customers are facing some of the biggest challenges yet.  I've seen practices implement new processes in 1-2 days, where previously changes like this would take anywhere from 6-12 months. Our customers are pivoting quickly and need a partner who is dedicated to making sure those needs are met promptly. I feel proud to work at pMD where all of the employees value our customer relationships. It is very rewarding to help solve workflow kinks, provide 24/7 customer support, or simply be an ear to customers who need a partner (or friend) in a time where they are under an immense amount of pressure. 

We want to hear from you! What can we do to support your patients and practice?

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.

The year 2020 has had no shortage of culture-impacting events—that is for certain.  We’ve had heartbreaking celebrity deaths, devastating natural disasters, polarizing political happenings, monumental social justice movements, and of course—COVID-19.  So impactful the events of the first half of 2020 have been, that one could say that we have entered a whole new era, and in many ways, we definitely have.

The Impact of the COVID-19 Era


The impact of this new era is readily visible in our health care system.  In addition to dealing with the strain of caring for an influx of COVID-19 diagnosed patients, care must be provided for patients battling a plethora of other diagnoses but under severely restrictive safety protocols and operations. More than just adequately treating patients, it’s also ensuring safety for health professionals and also supporting the emotional needs of the patient families. All in all, perhaps more than anything, this era we’ve entered into has challenged the human connections and relationships that are essential to treating patients and saving lives.

When Telehealth Becomes a Necessity


Another impact of the COVID-19 era is that some conveniences became essential necessities.  Take telehealth, for example.  Over the past several years, organizations had been incorporating telehealth to some extent at an increasing but by no means blazing rate. In 2020, telehealth has become an absolute necessity—in some scenarios being the only way to continue seeing patients.  And given the volatility of this pandemic, telehealth will play a significant role in the foreseeable future.  The CMS regulations are changing, insurance reimbursements are adapting, and health care organizations are creating new workflows to provide care in this new era.  But a question worth keeping in mind through it all is how does a telehealth platform impact the human connections and relationships between health care teams, patients, and their loved ones.

Prioritizing the Human Connection


As part of my work here at pMD, almost daily I assist patients in getting oriented on our platform for their telehealth encounters on pMD. Most patients don’t need any assistance and never reach out to us, but often it’s the patients most in need of care who are the least tech-savvy, or who are very apprehensive about having their first video visit.  I have had personal phone calls with hundreds of elderly patients who have never downloaded an app before and just need a patient-caring presence to walk them through the process. I have had more calls than I can remember where I’ve conducted test video sessions with family members who ultimately were just really anxious about their loved one being set up properly to have their scheduled doctor visit.  The joy and appreciation that these people express when their concerns and anxieties about their telehealth software have been put at ease are very rewarding.  It’s also been quite entertaining at times, especially that moment when the video connects and we “celebrate” our success and put faces to our voices.

These moments I’ve shared with patients are because pMD’s commitment to providing the best customer support is not just for the health care organizations we partner with, it also extends to their patients.  The fact is, some people just need more technical support than others, and in this COVID era where telehealth is sometimes the only option, we continue to give our best toward helping every patient have a delightful telehealth experience with their health care providers.

Partnering with pMD


We here at pMD understand that adopting a patient-facing technology, such as a telehealth platform, inherently incorporates supporting those patients who need more technical support than others.  More importantly, we understand that a health organization implementing technology to facilitate patient care does not magically acquire the in-house capability to provide the premium technical support that some of the most in-need patients require. And in many cases, I’ve noticed that patients don’t seem to distinguish their experience with me from their experience with their doctor’s office as a whole. So accordingly, I value the interaction and treat it as such.  The takeaway being that choosing a technology platform is sometimes more than just choosing product features—it is engaging in a partnership that impacts the overall experience of all those involved. This is why we not only provide round-the-clock personal customer support, we continue to evolve our products and release new features with the delight of both providers and patients at the forefront.  

A telehealth platform that offers round-the-clock personal customer support, video/voice/text communication, availability on iOS/Android/Web, and many other features, does indeed check a lot of the boxes on a typical product requirements list.  But in my experience, it’s how all of the parts come together to create the greater whole of fostering human connections, and the partnership between health care organization and technology vendor, that is most invaluable in defining a telehealth platform.  And in an era where telehealth adoption has become an essential necessity, and quality human connections in health care are needed more than ever, I’m proud to be part of a team that prioritizes real partnership and continues to create offerings that put people first.

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.

"Love without conversation is impossible." This quote by American philosopher, Mortimer Adler, embodies a fundamental pillar of pMD design - something we'll call "love injection." Ever since the beginning, building software that is as intuitive as it is useful has been a core component of pMD product development. My previous post highlights empathy as the first and most important step of our design process and this post will focus on the upsides of a love injection and how it plays a part in our empathic design process. Love injection is our design team's internal call-to-action whenever our users encounter a scenario that leaves them feeling lost and unloved. Learning how we used it to overcome our missteps in product design will hopefully encourage your health care design team to leverage even more conversations with customers in the future.

The Backstory


Back in the early days of pMD telehealth we had far fewer patients on the platform. Then COVID-19 spread, and everyone was sent home, told to stay there, and attend medical appointments remotely. In the span of a couple of weeks, we suddenly had over 36,000 new patients using pMD for video calls. The deluge of new patient users - many of whom had never used telehealth services before - increased the customer support volume to unexpected levels. Questions we may have previously seen a few times over the course of a week resurfaced several times an hour: "What do I need enabled on my phone to have a video call?", "When will the doctor call me?", "What do I do now?", "I have a question for my practice...", etc. 

Immediate steps were taken by our customer success team to create more patient-facing documentation, so our new patient users could feel comfortable using pMD. These updates drastically improved our team’s response to patients, but we knew more had to be done to reduce the reliance on documentation alone while maintaining scalability. This became the catalyst for a new round of updates from the design team to make the user experience as intuitive as possible. Prior to COVID-19, we had been focused on telehealth through the health care provider lens and now it was time to revisit telehealth strictly from the patient's perspective. 

A Solution


To design effectively for patients, we revisited our design thinking process and focused again on empathy and designing with love. I'm referring to the three "laws of love”:

1. Love starts with what you know - build familiarity into the design.
2. Love makes complicated choices simple - one choice means no wrong choice.
3. Love is spontaneous! - Make it fun; make it rewarding!

Instead of a traditional user research study, I embraced Adler's quote and joined the support team in fielding phone calls from patients. Effectively, I became tech support for several hours every day. Assisting the customer support team opened my eyes to critical areas for improvement, namely around the onboarding experience for patients. One missing link was to ensure patients enabled all the proper app permissions whilst reassuring those that had properly enabled permissions, that they didn't have to do anything else until the doctor called at the scheduled time. 

As I answered patient questions and took notes, I thought about what I would like one of my own family members to see when setting up pMD. From start to finish, the pMD design team ultimately came up with an onboarding experience that we would feel comfortable having our grandparents use - that’s when we knew we had succeeded in injecting more love into the product experience. A week after the new onboarding update was released, the number of support inquiries related to app setup and onboarding before they started their first appointment decreased significantly despite a steady increase in new patient users!

Improving communication amongst the medical care team has long been a focus for pMD. This experience has shown us that we can never pause for a moment from speaking directly with our customers (both providers and patients alike) and showing them some love! I encourage you to open up more conversations with your customers - even temporarily hop in the trenches with your customer support team - and learn how you can give your product a proper “love injection.”

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.


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.





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.