By Paula Richmond
CareCloud Vice President of Client Operations
Our mission at CareCloud is to help sophisticated high-performance medical practices grow, not just survive. We believe innovative healthcare leaders and physicians are defining the future of independent medical groups in the U.S. — connecting outstanding, modern care in their communities. To grow as a medical practice, you need a technology company that is a true partner in your success.
With this focus, CareCloud has assembled a new Client Engagement team as part of our expanding service promise to clients. Client Engagement serves two key roles: first, to serve as your partner on the support team, helping with requests that go beyond routine inquiries handled by our existing service channels for making the most of your CareCloud technology. And second, to serve as the voice of the client inside our office, working every day as your advocate inside our organization. This team is reaching out now, introducing themselves and outlining how we can team with you for practice success.
The conversation starts by setting up your practice with a 30-minute analysis with our team. On this call, we’ll use our Command Center data to go over the key performance indicators that provide a high-level view of the financial health of your practice as well as reviewing any service questions and feature enhancement requests you may have registered with us previously. We want to help your practice get the most out of CareCloud’s technology platform.
Our new service standard for clients includes:
- Proactive outreach from your dedicated Client Engagement team
- High-level review of the performance of your practice compared to benchmarks
- Check-ins to make sure your team knows the latest technology best practices
- Suggestions to help your medical practice get ahead
- Customized training tools based on your preferred way to learn
- Supporting your practices through product upgrades and new regulatory changes, including MACRA/MIPS
It is my personal mission, as well as CareCloud’s goal, to help your medical practice succeed. I joined CareCloud’s team in 2015, after 15+ years of work in the medical billing sector. Over the past two years, I’ve helped our team to enhance the billing and collections operations for customers of our award-winning Concierge Revenue Cycle Management (RCM) service. Early this year, our CEO asked me to expand the success we’ve seen on the RCM side to every CareCloud practice. We hope the level of service you receive as a CareCloud Central, Charts, Community, and Companion client will inspire you to grow with us into the Concierge RCM services, which offers an even deeper level of strategic partnership for your practice.
It is an honor to be partnering with you. I want to make sure that you know that we are listening. We are here. We care. We are advocating on your behalf.
Keep an eye out for a contact from your new engagement manager, if you haven’t already started the process. And please give us feedback on how this program helps your practice. I hope you will email me anytime at firstname.lastname@example.org with your thoughts.