Unique in the industry is a Customer Service philosophy that focuses on an individual relationship with each client. While other software companies quickly tug clients through the implementation process only to turn them over to Technical Support, HealthMEDX’ personalized service assigns a primary point of contact for the life of the relationship. This individual is responsible for developing a customer care plan based on client specific needs and goals identified during the discovery and implementation process. They will periodically review that care plan with each client, and make modifications if necessary, to ensure that all goals are achieved. They will also work with the client to arrange any consulting or training services needed for existing or additional HealthMEDX Vision solutions chosen over the course of the relationship.

The HealthMEDX Customer Service team brings a wide range of work and life experience to each client. Varied experience includes:

The HealthMEDX Vision solution is easily incorporated into any organizational structure. A member of the HealthMEDX executive team meets with each client to understand organizational goals and objectives. In-depth knowledge of the software and client business and care processes are then combined to maximize process improvement, minimize impact to operations during implementation, and to begin realizing the benefits of a fully integrated system. Recommendations are then made with a collaboratively developed phased implementation to address client’s most critical needs first.

While the Customer Service department has primary responsibility for client relationships, every department at HealthMEDX works together and contributes to the quality service provided. For example, Technical Support has a more item-specific focus, being responsible for daily activity or support issues. Customer Service looks at all support issues for a client, taking into account any trends or needs identified, as part of the overall relationship management.

While other vendors provide information on how to use new software, HealthMEDX goes far beyond that by providing documentation and support that guides clients through change—including how to effect successful change, measure change, and gain consensus from end users.

HealthMEDX hosts a national user group conference every year, when representatives of client organizations nationwide come to southwest Missouri. The 2-day event is designed to be educational, interactive and fun! Included at the conference is a presentation from the Product Advisory Board (PAB). This independent group is made of representatives from the HealthMEDX client base. The PAB drives recommendations for improving and / or expanding the HealthMEDX Vision product suite.

After all customer events, such as annual conferences and every training event, HealthMEDX administers surveys to all client employees involved. Feedback is evaluated continually and adjustments made accordingly. This represents the culture of HealthMEDX—listening to customers and making changes to enhance customer service.