Our Commitment to Customer Service
MEDHOST’s top priority is to ensure Customer satisfaction by providing the highest levels of quality, performance and service to enable each Customer to achieve its desired outcomes, and we are constantly striving to enhance the Customer experience. MEDHOST is committed to providing superior service on every level, and it is our desire to not just meet but also exceed Customer expectations. We understand that it is crucial to address our Customers’ needs so that they can focus on delivering quality patient care rather than software.
We believe that it is important for Customers to have a basic understanding of the way we operate, as well as know the ideology behind our Customer service principles.
Training
At MEDHOST, we believe that product knowledge is imperative to provide a meaningful Customer service experience. MEDHOST expects all support associates have a thorough understanding of the technology behind each application. To meet this expectation, Customer service associates receive initial and subsequent product training as new modules and versions are released. Our goal is that Customers find their Customer service experiences informative and useful. We realize that there is no substitute for a comprehensive and well-designed training program, which is why we continue to make training and product knowledge an integral part of the MEDHOST culture.
Communication
Listening is one of the most fundamental components of communication, yet many people overlook its significance. Our Customer service associates know that maintaining an open dialogue with our Customers plays an important role in achieving first call resolution. We understand that it is vital for each Customer to have the opportunity to express their questions and/or concerns with limited interruption, and because of this, we are committed to offering Customers our undivided attention.
Availability
We’re aware that glitches and complications do not accommodate the 40-hour workweek. Therefore, we have taken extra measures to guarantee that support staff is available 24 hours per day, year-round. How quickly MEDHOST responds and resolves Customer issues is not dependent on when the issues occur. If escalation is required, then all levels of available Customer service support are required to respond. We are determined to solve problems as soon as possible so that our Customers can focus on what they do best…caring for patients.
Ownership
We believe that if you pass the ball too much, it will get dropped. That’s why MEDHOST empowers its Customer service associates to own each situation that they manage. We have created an environment where each Customer has their own dedicated MEDHOST associate to support all of their Customer service needs. We strive to provide each Customer with a less complicated, more personable experience.
Delivery
While many adhere to the old adage “under promise and over deliver,” this philosophy often results in lower approval ratings. At MEDHOST, we have made it our mantra to set expectations that “we can and will deliver.” We want to be held accountable for the expectations that we set and are driven by our commitment to delivering results within a set timeframe.
We realize that people are the critical component to providing superior Customer service. Our efforts would be far less effective without the right people to support them. Luckily, MEDHOST management supports and recognizes the importance of Customer service and its role the prolonged success of our Customers.
We are passionate about Customer satisfaction, and that’s why MEDHOST applies resources to evolving our best practices.
Scott Mumford
Vice President of Operations