Perhaps no group within PatientPoint exemplifies our commitment to customer service better than our Relationship Managers (RMs). From the moment a location has a PatientPoint program installed, the RM becomes the primary point of contact—available to answer any questions, provide technical expertise, assist with managing or adding programs and so much more.
As an RM for Cardiology and Rheumatology practices, April Albrecht understands the important role she plays, and spends her days making sure the needs of the practices she manages are taken care of at all times. “I have always loved helping people,” says April, “As an RM, I have the opportunity to not only help providers and staff better communicate with their patients, but also indirectly help patients understand and manage their conditions. “
April, like all the RMs at PatientPoint, is the dedicated point person for every location she manages. Practices know they will be dealing with April—or their own dedicated RM—every time they reach out to PatientPoint. This relationship helps foster a true partnership where the RM can work with practices to suggest ways PatientPoint programs can help advance their initiatives. As part of the PatientPoint commitment to best-in-class service, April says she and all the RMs respond to any inquiry within 24 hours.
“The biggest message I want practices to know is, we’re here to help,” says April.
Here’s just a sampling of what April has been up to in the last few days:
- Helped a cardiology office in Maryland create personalized messages for their newly installed PatientPoint Communicate program.
- Updated the office hours for a rheumatology office in Michigan so their PatientPoint Interact screens would turn on and off at the proper time.
- Scheduled a technician to remove and reinstall a Communicate monitor for a cardiology office in California.
- Placed an order for rheumatology brochures for an office in Buffalo, NY.
April says her greatest satisfaction comes when a location is fully engaged with its PatientPoint programs. “If a location has digital screens, it’s exciting when they really start using messages to make the screen their own.”
Some practices are even connecting patients to multiple programs within their office to help keep the education going throughout the visit. “A patient will view a health segment on the waiting room screen, and then the medical assistant will refer her to the Interact touchscreen in the exam room to get more information,” she explains. “The practices say their patients respond really well to this approach, and are much better prepared to talk with their doctor and ask more insightful questions.”
For April, helping practices understand how much their programs can offer is all in a day’s work. “My job is to make it as easy as possible for practices to get the most out of their PatientPoint programs,” she says. “I believe that if we make a positive impact on them, they’ll make a positive impact on their patients.”