MedCom launches blog to keep customers up-to-date on industry news
MedCom Professional Services, Inc. has launched a blog to keep our customers up-to-date on news in our industry.
It's important for our customers to understand how advances in technology and changes within our industry affect them.
Our blog can be found at medcomprofessionalservices.blogspot.com.
MedCom Professional Services, Inc. featured in
Bucks County Courier
Answering the call: MedCom Professional Services acts
as an answering service for a variety of businesses.
By JOHN ANASTASI COURIER TIMES John Anastasi can be reached at 215-949-4170 or at janastasi@phillyBurbs.com
MedCom Professional Services Inc.'s corporate headquarters is a nondescript building nestled between the Country
Club and Chesterfield apartment complexes in Middletown.
The little structure is the corporate headquarters for
a sophisticated answering service that fields roughly 5,000 calls a day from about 700 clients nationwide. Its
employees staff the phones and dispatch messages around the clock for medical facilities, doctor's offices,
contractors and a host of other small businesses.
"We're here to be the messenger. Period," said MedCom vice
president Thomas H. Sheridan. "People don't always realize they are not talking to the office. We can distill
their messages down to 20 to 30 words."
MedCom employees handle everything from emergency requests for home heating
oil to late-night calls to doctors from women who have gone into labor. They even take calls for a courier service
that arranges pick up and delivery of umbilical cord blood to a laboratory for stem cell preservation following births.
"Our employees have to be able to speak [well], be quick on their feet, have computer skills, common sense and
Teflon coating ... they need to take call after call from different clients wearing different hats," said Sheridan.
MedCom employs about 50 people working in Middletown, Allentown and New Holland in Lancaster County.
When Christopher R. Bell founded MedCom in 1987, he acquired a dozen accounts from a nurse at St. Mary Medical
Center who had been running the service out of her laundry room during her off hours.
At first, the company had three workstations and served mostly obstetrician/gynecologists.
Messages were passed to the doctors via phone or early text-pagers.
"In 1987, the pagers were big and looked like something out of Star Trek," said Bell. who worked in telecommunications
for Philadelphia's old Metropolitan Hospital System prior to starting MedCom.
Now, most of the messages are dispatched to cell phones and wireless e-mail devices, though some doctors still
use pagers in hospitals where cell phone use is discouraged, Bell said. The company has even scheduled doctors'
office visits for patients and registered people for clinical trials.
In 2007, the Association for TeleServices International named MedCom its "Award of Excellence"
winner for the 10th time. MedCom earned the top customer service scores out of 130 companies. The trade group ATSI
represents 400 telephone answering services with 350,000 customers. Its members generate over $1 billion in revenue
yearly.
Bell and Sheridan said MedCom hasn't been affected much by increased outsourcing of answering service jobs
to lower-wage countries like India. Such outsourcing is more common among telemarketing operations with set scripts
and customer service departments where employees repeatedly troubleshoot the same problems, they said.
"With answering services, every call is different," Bell said.
Hospice Inspiris shows MedCom their appreciation
It's not often enough that we show our appreciation for others during the holiday season.
In the letter below, Hospice Inspiris of PA shows their appreciation and thanks MedCom for
their outstanding customer service and professionalism.
ATSI Award of Excellence acceptance video
ATSI AWARDS GOLD CALL CENTER RE-CERTIFICATION
(Levittown, PA May 18, 2007) – Association of Teleservices International
(ATSI) is pleased to announce that MedCom Professional Services has received
the Gold 24/7 Call Center Certification Award for the 7th year in a row.
“MedCom was the 1st site to be certified under this program in 2001” said
Beth Cooper after completing the on-site inspection and noted that “MedCom
has passed certification review an unprecedented 3 times including a major
platform change.”
The Certification, which requires a physical inspection every 3 years, indicates
that MedCom has met or exceeded high standards in the following areas: business
practices, life safety, operations, including both normal and emergency procedures,
personnel hiring, training and ongoing evaluations through a peer review
program focusing on 99.9% annual run time.
ATSI, based in Atkinson, NH, is an international trade association established
by and for entrepreneurs in the TeleServices business. This includes telephone
answering services, voice-mail services, telemarketing services and any other
business, which provides enhanced communication services.
Outstanding Service Earns National Award
TOP SCORE
MedCom Professional Services, Inc. Wins ATSI Award of Excellence
MedCom Professional Services, Inc., of Levittown, PA has been honored with
the exclusive 2007 Award of Excellence for the tenth consecutive year, earning
acombined score of 98.6%. The award is presented annually by the Association
of TeleServices International (ATSI), the industry’s trade association
for providers of telecommunications and call centre services including telephone
answering and message delivery. MedCom Professional Services, Inc. was presented
with the
award at ATSI’s 2007 Annual Convention held at the Antlers Hilton Hotel,
Colorado Springs, CO.
After six months of intensive testing, an independent panel of judges scored
callhandling skills such as courtesy, response time, accuracy and overall
service to their clients, the cornerstones of the call management industry.
If a company scored 80% or better in ALL categories, they are presented with
the coveted Award of Excellence.
"…Participating in and earning the Award of Excellence is one
of the highest achievements in our industry. It is a true testament in striving
to go above and beyond to deliver excellence in customer service,” states
ATSI President Ray Shaw.
Now a ten-time winner MedCom Professional Services, Inc. has earned the Diamond
Award for ten consecutive years. ATSI extends its congratulations to the
staff of MedCom Professional Services, Inc. on their proven quality service
to their customers.
