TSI Healthcare - Customer Service Department of the Year

Company: TSI Healthcare, Chapel Hill, NC
Company Description: TSI Healthcare, founded in 1997, is a national leader in the sales and support of customized integrated ambulatory clinical PM/EHR solutions, patient portal, revenue cycle management, telehealth virtual visits, hosting, and more. The company is dedicated to the complete and measurable success of each physician through specialty-specific content, top ranked service, and award-winning software.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries

Nomination Title: TSI Healthcare

TSI Healthcare supports more than 3,000 independent physicians and clinicians nationwide through Electronic Health Records (EHR) and Practice Management medical software and support, patient engagement software, and federal policy guidance. Since our beginning in 1997, TSI Healthcare has been dedicated to delivering innovative healthcare IT solutions to our clients while providing unmatched service that focuses on the Human Element. Our mission is to empower physicians to allow them to remain independent and in charge of their own destiny. In order to provide top-ranked service to each of our clients, TSI Healthcare dedicates 91% of its team members directly to customer service. As the healthcare landscape continues to evolve, TSI Healthcare continues to innovate through our products and services.

TSI Healthcare has been recognized by the Stevie Awards as a top ranked customer service department for the last 7 consecutive years in the Healthcare, Pharmaceuticals, and Other Related Industries category. Additionally, TSI Healthcare was recognized as the People’s Choice winner in 2019.

As physicians faced challenges to remain independent as well as battle COVID-19, TSI Healthcare responded with the following:

Telehealth Virtual Visits: As COVID-19 spread across the U.S., telehealth visits became the “new normal” overnight. In less than 6 weeks, TSI Healthcare implemented more than 840 users across 67 organizations nationwide. Each implementation was completed in 3-5 days.

COVID-19 Resources: TSI Healthcare has provided clients with education and resources to combat the impact of COVID-19. Clients received specialty-specific resources, small business relief program fact sheets, and guidance on how to safely conduct business as the government adjusted mandates.

Federal Policy Success: TSI Healthcare clients participating in Medicare’s quality improvement program earned incentives of $2.6 million.

Live Support: Clients spoke to a TSI Healthcare team member from the moment assistance was needed, as opposed to automated phone software or email-only support. Our team completed more than 70,000 live support sessions and received a Customer Satisfaction Score (CSAT) of 99.2% and a Net Promoter Score of 81 (scale of -100 to 100).

Live Training: COVID-19 grounded most travel during the surge, so our teams found ways to continue to provide personalized training in the form of more than 6,750 hours of online training. Most trainings were conducted with video to focus on the human element aspect of online meetings.

Industry-Leading Response Time: Our team delivered an average response time of 59 minutes.

Industry-Leading Client Retention: Our client retention rating was 92.2%.

TSI Healthcare differentiates itself in the healthcare space through the following:
Telehealth Virtual Visits: TSI Healthcare transformed the standard implementation process of 4-5 weeks into 3-5 days.

COVID-19: A 2020 survey from the Physicians Foundation estimated that an additional 16,000 private practices have closed their office due to the impact of COVID-19. 100% of TSI Healthcare’s clients were able to remain open during the COVID-19 surge.

Federal Policy Success: TSI Healthcare clients participating in Medicare’s quality improvement program avoided penalties of $16.4 million.

Live Support: According to GetFeedback, an online survey solution, the industry average Customer Satisfaction Score (CSAT) for the computer software industry is 76%. According to ClearlyRated, an online satisfaction program, the average Net Promoter Score for the technology industry is 38.

Live Training: According to research from the journal of Applied Clinical Informatics, “Physicians who reported getting poor training on their EHR were more than 3.5 times more likely to report that it didn’t enable them to deliver quality care. Conversely, participants in the survey showed significant jumps in overall satisfaction with their EHR experience for every additional hour of initial education they’d received.”

Industry-Leading Response Time: SuperOffice, a cloud-based CRM solutions company, conducted a customer service survey of 1,000 companies and found the average response time to be 12 hours and 10 minutes.

Industry-Leading Client Retention: According to Survey Sparrow, an experience management platform, the average client retention rate for Software-as-a-Service is 35%.

Additionally, the below client quotes collected during the qualifying period, further exemplify TSI Healthcare’s commitment to client success:

COVID-19 Resources:
“Everything almost came to a screeching halt because of COVID-19. Telehealth Virtual Visits became a lifeline for our providers. It kept our practices up and running and allowed the staff to work safely from home.”Hope, Director of Systems Implementation and Support
Live Support:
“The support has been fabulous. The software is good but the support is even better. When something goes wrong, it’s critical to have reliable support.”Dr. Richard Yonker
“TSI Healthcare team members are the bomb. There isn’t anyone better. Everyone goes above and beyond. Even though we are not a big practice, we are just as important to them as any other practice.”Ann, Practice Manager
Federal Policy Success:
“Could not do the Merit-based Incentive Program without TSI Healthcare.”Freda, Office Manager
“We are so happy with the guidance and information we received in order to get results.”Maria, Practice Administrator