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RealMed's client service approach is based on a regional team concept. Each team is located in the region it serves (typically a state) and has locally based customer support staff who direct, provide and/or arrange all customer support and training. Each client has a dedicated Customer Account Manager who is the focal point for understanding and meeting customer needs.
In addition, each team has dedicated technical resources wholly focused on payer/provider technical issues in the region. This assures the necessary focus and expertise is brought to bear on each region's unique needs.
Each regional team is headed by a Regional Vice President whose sole focus is on enhancing service support and sales in that region. The two key areas of service, technical and local service support, are headed by a Technical Director and a Field Service Director, respectively both of which are accountable to the Regional Vice President.
The combination of Regional Vice President, Field Service Director and Technical Director form a "triangle" of support that provides focus, continuity and understanding in meeting the needs of clients in each region. This "triangle" is backed up by a centralized customer service help desk and application support team in Indianapolis.
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