Supporting Hospitals with a Team of Industry Experts

 

Kim MacTavish, Senior Vice President of Customer Services, discusses how hiring a team of experts allows MEDHOST to provide unparalleled support to customers. With an internally staffed team of highly-experienced professionals including clinical analysts, interface experts, and financial specialists, MEDHOST customer support consistently goes above and beyond to be the trusted partner that customers deserve.

With an 82% first day resolve rate and a resounding 96% customer satisfaction score, you can’t go wrong with MEDHOST.

Learn more about MEDHOST Support Services.

 

Further Reading:

Meet the MEDHOST Support Team [VIDEO]

Strategizing Customer Care with Kim MacTavish [PODCAST]

Delivering Proactive, Personalized Support Services to Customers [CASE STUDY]

 

Transcript

Show Full Transcript

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Hi, I’m Brian.

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I’m here with Kim MacTavish, Senior Vice President

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of Customer Services.

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Kim, it’s great to have you here.

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Thank you so much for joining us.

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Thank you for having me, Brian.

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So what do you look for when you’re hiring?

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The resources that we hire internally in customer support,

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we are focused specifically on an attitude of ownership.

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Not only of the customer, but as well as the associate.

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The backgrounds are a lot of what you look for

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as well when you’re bringing on team members,

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to focus on financial or clinical.

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Tell them more about the composition of the group

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that you have, and why those backgrounds are so important.

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Well, let’s first address the type of products we support.

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We know we have clinical applications, EDIS, Physician

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Experience, multiple different areas of our application

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that touch different clinical resources within a hospital.

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On that team, we do have resources

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who have expertise and level and experience as pharmacy

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techs, who have worked in radiology in a hospital, who

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have worked in the lab, and many other different capacities.

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We do have financial and patient accounting as well, of products

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that we support.

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And within that support team, we do

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have resources who have worked previously in a business office

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in a hospital, who have an accounting background, who

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have an MBA.

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It’s a very wide variety of resources

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to help address any type of financial application concerns

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or workflow that is necessary to better support the customer.

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So something that I think we do differently

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is that we keep all of our support in-house.

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We don’t outsource it.

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And we spent a lot of time really focused

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on the backgrounds of who we’re bringing on.

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Can you tell me more about that?

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Sure.

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Our goal is to hire internally, and not

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use any type of offshore support or outsourced support.

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The reason behind that is because we

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believe that internal associates and resources that we hire

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have a stronger brand loyalty and company loyalty.

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And they also have a higher level

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of knowledge with the products that we support.

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Now with outsourced support, you often

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see support resources who are actually

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providing support for multiple different companies.

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Which does not allow them the level of product knowledge

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necessarily they would see or have within a company.

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Nor does it bring forward the brand loyalty

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that we believe our internal associates do possess.

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Kim, thank you so much for being here.

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It’s been wonderful getting to sit and talk to you.

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Thank you so much Brian.

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I appreciate it.

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If you want to find out more about customer support,

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visit our website at MEDHOST.com.

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[MUSIC PLAYING]

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