Strategic Account Managers: Your Partner in Telephone Nurse Triage

SAM blog

Your Challenges are Real.

What do all of these scenarios have in common? They can and do occur regularly within physician practices. These types of situations cause stress and create a sense of urgency—typically falling to the practice manager—to resolve. AccessNurse understands this challenge and partners with clients to provide one-call solutions.

We currently partner with more than 500 practice managers and 12,000 providers across the United States. A key differentiator in these partnerships is our dedicated Strategic Account Managers (SAMs). A SAM identifies each client’s goals and needs during the implementation process and is the dedicated contact for all issues and concerns for the duration of the partnership – and we have numerous client partners we’ve worked with for more than 15 years.

A Day In the Life of a SAM

Our Strategic Account Managers start their day by reviewing the prior day’s calls and performance for their accounts while passing along compliments or concerns fielded by the operations staff. Last minute coverage requests and changes in the on-call schedule or preferences are facilitated and reviewed with the operations teams to ensure a successful outcome. Client reporting requests are reviewed and reports are developed to meet the stated needs. They are deployed in a format that gives clients the greatest ease of use and flexibility.

SAMs also field requests for service changes from the practice managers and develop solutions with clinical, operational, and technical teams to ensure the solution will instill physician confidence and satisfaction.

Our Goal is to Help Clients Reach Theirs.

We hear feedback on a regular basis that our SAMs are an excellent resource to practice managers, physicians, nurses and administrative staff at our partners’ practices. According to our 2018 client satisfaction survey results, 94% of practice managers said they “strongly agree” that TeamHealth representatives are professional and responsive to their needs. This, coupled with our 97.8% patient satisfaction survey results, are key contributors to our long-standing 98%+ client retention rate.

Hands-on knowledge also plays a key role in our SAMs’ effectiveness, as all of our SAMs are either RNs, MBAs or have run practices themselves and know that the ability to quickly respond and adapt is critical to success. Their ongoing dedication and commitment is vital in making the challenging role of the practice manager easier by being a dependable, knowledgeable, and experienced partner.

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