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.
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?