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POSTS BY TAG | support






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.






Throughout pMD’s nearly 20 years of existence, we have always been extremely proud of our unparalleled customer service. Our commitment to providing great service is one of the first things potential new clients come to learn about pMD, either from reading the hundreds of testimonials housed on our public website, word-of-mouth, or in initial conversations with a member of our sales team.

We all know it’s easy to say our customer support is “unparalleled,” but what does that actually mean? As part of the customer success team here at pMD, I’m prepared to put my money where my mouth is on this one! Below, are just a few of the things that make the support we provide so excellent.

1. Easy to Reach: Users can get in touch with us extremely easily. They can call or message support directly from pMD’s mobile application or from our website. There are no hoops they have to jump through to discourage them from reaching out, and they always speak directly with a live pMD employee. Plus, because the medical world doesn’t close up at 5pm, neither do we - pMD support is available 24/7/365.

2. Timeliness: Our goal is never to miss a phone call and to reply to all written correspondence within the same business day, at the latest. Our software is designed to be used in real time, and we want our support model to be responsive to users who need help as they’re using our products throughout the day.

3. Product Knowledge: Learning how to provide a high level of service to our customers starts on day one of new employee training, and throughout an employee’s career at pMD, they maintain responsibility for helping with customer support. All of our support comes from in-house and is never outsourced to a third party or contractor.

4. Good Judgement: More often than not, questions or issues that come to us via customer support truly are support items, such as a user who forgot their username or a new employee who needs access. However, sometimes an inquiry that initially is posed as a support item is really part of a larger project or requires training or workflow updates affecting many users. If that’s the case, that client’s account manager is notified and included in the conversation so that they can assist with resolution for longer-term or more complex undertakings.

Our vision is that getting in touch with pMD’s customer service is just as easy as using our charge capture, secure messaging, care communities, and quality reporting software. A quick and easy resolution means that medical providers and their staff can get right back to doing what’s most important - treating their patients and saving lives!

If you'd like to find out more about pMD's suite of products, which includes our MIPS registry, charge capture, secure messaging, and care coordination software and services, please contact pMD.