Medical Device Customer Service Excellence: Beyond Remote Field Support
As we’ve described previously, the role of a medical device rep is complex. Hospitals are increasingly looking for ways to restrict their access to provide a better environment of safety.
So, both medical device companies and hospitals are looking at different solutions to address this problem. Consumer products are not secure as companies can face HIPAA violations; and ‘one-size-fits-all’ remote field solutions are only a small portion of the solution. We’ve identified nine services that are required to provide a “total” customer service model excellence approach to connect medical device suppliers and hospitals.
Customer Service Model Excellence in Medical Devices:
Product Services & Support
1. Pre-Op Planning
2. Peri-Operative Support
3. Post-Operative Follow-Up
4. Provider to Provider Referrals
Training & Education
5. In-Servicing & Training
6. Privileging & Credentialing
Product Acquisition & Supply Chain Management
7. RFID Inventory Tracking
8. Case Scheduling
Data & Analytics
9. Clinical & Non-Clinical Data and Analytics
Medical device companies and hospitals will require a total solution that provides these services in a single mobile platform in order to successfully collaborate in a value-based healthcare environment.