Describe your day-to-day responsibilities.

The Client Experience Center (CEC) is somewhat like a call center but it’s so much more. We serve as the initial point of contact for our customers in the work order process. Their first impression of Medxcel might be calling in to us so we are extremely professional and trained to help the client with their issues. Of course we take the information they provide but our work is more grey than black and white. I need to be able to think on my feet and ask the questions necessary to get more information from the customer to understand the real breadth of their issue and the proper priority status. At Medxcel our goal is help our customers serve their patients, so I view every interaction through a patient-focused lens. It’s important to have empathy and compassion too. We receive calls from our client facilities and then we create work orders in our CMS system based on that information. The system generates the work order to the Medxcel leaders and technicians on-site at the specific location. It’s my job to assign a priority to the work orders and in urgent or emergency situations I will immediately call the manager at the location to notify them of the problem. We use a lot of critical thinking in our work to determine things like priority status. An example might be a site calling in to ask to have a fan delivered to a patient’s room. If I didn’t ask for any more information, I would put this in as a low-priority work order, however asking questions might help me learn that the patient in the room is running a very high fever and it’s critical that we reduce their temperature quickly. That additional information would turn this into a priority work order, and I would call the site and explain that it’s affecting the patient’s health and is urgent. We are trained to ask questions and probe for information so that we can get the full picture of what is happening on-site and we can address it properly and with the urgency that is warranted.
 

Describe the path you took to arrive in your current role.

My degree is in health administration, and I got placed at Medxcel through a temp agency after I graduated. I really enjoyed the job and came on full-time with Medxcel. I was recently promoted to a team lead position and I am in the process of learning about my new responsibilities. One thing I’m working on is data scrubbing. Medxcel hires a third-party company to send out surveys randomly to our customers after work orders are closed. Before they can do that, we go through and scrub the data, removing duplicates, those without email addresses, and calls from vendors and other non-client entities. We provide the scrubbed list to our vendor so they can do the survey work. As a team lead I will also be responsible for helping to score calls from our associates in the Client Experience Center. We record interactions with clients and then we listen to the recordings and score them so that supervisors can provide coaching and suggestions for improvement to our associates.
 

What types of training and development opportunities has Medxcel provided to you? 

Medxcel provides ongoing training opportunities through the myLearning platform where we can take online courses. I have just started a 12-month leadership development program called EDGE. This program is offered to select associates and will help us with personal and professional development to help us grow our careers with Medxcel.
 

What is the best part of your job?

The best parts of my job are helping people and always learning new things. You really learn a lot in this job, I learn something new every day including new medical lingo and acronyms! There is so much critical thinking involved in this work it keeps me on my toes, I feel like there are always valuable learning and teaching moments.
 

Which of Medxcel’s Core Values is most important to you?

Dedication is critical to me in my job. This is not a call center job; it takes so much more than just listening and taking down information to really serve our clients. I am dedicated to providing the best service to the patients our clients serve and I use probing questions, critical thinking, and my experience to do the best job possible.
 

What is the most unusual call you’ve taken at Medxcel?

In our department each of us has that one call we’ll never forget. Mine was a call from a hospital in Oklahoma, and the request was for a video hookup in a patient room. Probing for more information took this from what seemed like a non-critical issue to top priority. The patient had just given birth and was in the ICU and wanted to be able to get a video feed from the NICU so that she could see her child before she passed away. I called it in immediately and our technicians made it happen immediately. That one really got to me, and it reinforces that sometimes even the little things we do can make a lasting impact on our patients.