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.