Core Competencies

 

Paramedix's MT Services based in the Philippines provide the highest quality Medical Transcription (MT) services in the country by focusing on the follow key core capabilities which allow us to exceed the expectations of our customers in the delivery of our solutions.

People and Values
Technology
Security
Business Continuity
Quality

 

 People and Values

Our primary objective is to provide a high quality, reliable and motivated team that will deliver the very best productivity and quality results to our clients.

MT Services Recruitment
Our #1 business philosophy is to invest in superior compensation and benefits to attract the very best personnel who can help us deliver the very best business results. Our senior management team has over 30 years of BPO and call center operational experience. With this experience we know how to recruit, train and retain the highest quality team members.

MT Services Training
In addition to project-specific training, Paramedix provides extensive foundation training to all team members both upon joining and on an ongoing basis. These skills include the 4 CS's of core skills, computer skills, customer service and communications skills that we have identified as critical to the success of all our assignments.

Performance Management
Paramedix implements a Performance Management System that aligns all team members with each of our client's objectives. Our PMS program is comprised of six monthly planning and review sessions completed jointly between the team member and their immediate superior, which is comprised of Key Result Areas, Key Performance Indicators and Targets; Core Competencies and Functional Competencies.

Values Alignment
Paramedix provides soft skills training to our staff to ensure that our business vision and values are matched by how our clients, partners and stakeholders perceive us. Our unique Paramedix’s Value System™ acts as a critical mechanism to reinforce our strategic goals and values throughout the organization on a day-to-day basis. This enables all our team members to 'live the values'.

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 Technology

Paramedix invests wisely in a technology infrastructure that uses proven open standards to provide a highly cost efficient yet reliable, flexible and secure infrastructure to deliver on our clients' needs.

Our technology spend per agent is approximately 60% of the industry average. We re-invest our technology savings in providing superior compensation and benefits to our client-facing agents.

Hardware
For agent workstations we use cost-effective PCs that at the same time have short maintenance turnarounds, low maintenance costs, and are easily upgradeable with acceptable performance. Our PCs have standard specifications and are free of unnecessary peripherals such as diskette drives, CD-ROM drives and multi-media speakers.

Software
Paramedix utilizes software that is cost-effective, easily maintainable and has higher performance for the application system used. We do not ask our clients to change or upgrade systems or document management solution in order to outsource. We leverage your investment in your technology by creating an environment where our offshore team can access your applications and your stored data which remain on your system. When clients upgrade systems we are experienced in working with outside vendors as a partner to design, test, and implement new applications.

Networking
Our objective is to design and implement a network that is simple, functional and meets the highest security standards. Clients can be supported by a sub-network with separate data switches, router/firewalls and Internet connections. Last mile connection carriers can also be different, thus achieving total redundancy with no single point of failure.

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 Security

Our objective is to ensure that all client information is kept secure and confidential at all times and compliant with HIPAA regulations.

MT Services Facilities
All Paramedix operations and associated client information are housed in our modern facilities with controlled access areas that provide 24x7 security guards. Our commitment to confidentiality of client information is attested to by our BS-7799 based Paramedix security policy and procedures which ensure information is accessible only to those authorized for access, there are audit logs and strict accuracy and completeness of the information being processed.

Network
Paramedix's security policy ensures that each team member will be provided with a unique username and password to ensure full accountability of their actions at all times. Passwords are changed every 30 days and whenever a team member leaves, all access rights will be revoked.

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 Quality

Paramedix's philippines-based MT Services provide our clients with a high level of quality management procedures thanks to our operational management's experience of delivering complex, large scale BPO programs.

We will set high initial quality objectives and we will work with our clients to continuously improve quality metrics by implementing our best practices processes with respect to ISO 9001:2000 and Six Sigma methodologies and Service Level Agreements.

ISO Management System
Paramedix applies the ISO 9001:2000 quality assurance and improvement standard throughout the company. We implement ISO standards to ensure that all team members comply with a consistent set of standards to assure quality levels for our clients.

Six Sigma
In addition to ISO, Paramedix applies the Six Sigma methodology of DMAIC to quickly and effectively identify the root cause of any problems and then take corrective action. This disciplined statistical approach provides continuous performance improvement and can be incorporated into the operations manual for more complex outsourced projects.

Service Level Agreements
Paramedix will design and agree with our clients a range of Service Level Agreements that will form the basis of performance measurement and evaluation between both parties. It also allows for proactive problem solving and performance improvement over a period of time. Example SLA's could include number of contacts validated per day, accuracy rates, turnaround time, delivery as per agreed schedule, etc..

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 Business Continuity

System backups will be maintained both locally onsite and remotely in a secure location. We have established formal Disaster Recovery Plan (DRP) with specific Service Level Agreements as standard.

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