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LocumTenens.com

How to EnterCompany: LocumTenens.com, Alpharetta, GA
Company Description: Founded in 1995, LocumTenens.com is a full-service locum tenens staffing agency and operator of the industry's largest internet job board. The company has approximately 250 employees. The company specializes in placing physicians in the following specialties:emergency medicine, primary care, ob/gyn, anesthesia, neurology, psychiatry, radiology,urology, gastroenterology and surgery.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Support Team of the Year

Nomination Title:  A Company's Central Nervous System

Tell the story about what this nominated team achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

LocumTenens.com’s Customer Care team is the central nervous system of a company that serves an urgent need nationwide-- annually placing thousands of physicians on a temporary or permanent basis at healthcare facilities to help fill critical shortages and serving an estimated 1.5 million patients. The Customer Care team is dedicated to all of the logistical and administrative requirements that come along with placing a physician into a healthcare facility on short notice.

One psychiatrist testimonial collected this year is typical of the feedback the team receives: “LocumTenens.com helps with all the details-- in any way and at all times. From helping me submit all documentation on time to coordinating an appropriate place to live and a vehicle to drive. The staff has been there to respond to everything that I’ve ever needed. It is very special to have all of your needs met. Every job has unexpected stress and if you are working with an excellent team this makes it so much easier. The service is just excellent; the staff is just wonderful; and it’s just all extremely efficient. I’ve established a great relationship with the whole team really. Thanks to all of you for your wonderful service.”

The team of 15 people supports the company’s seven divisions and nearly 100 sales and recruiting professionals, taking over the deadline-driven process for all orders after a physician and healthcare facility have agreed to an assignment. The team is the main touch point and project manager for the physician and the healthcare facility, with each team member handling an average of 19 simultaneous assignments weekly. Depending on the specialty, turnaround time for bookings can be from 24 hours (the most urgent cases) to two weeks, driving the Customer Care associate to ensure contracts are completed, travel plans are booked, the credentialing and privileging process is completed by the company and the healthcare facility and that the physician is oriented to begin work.

The Customer Care team is entrenched with the sales teams it supports, meeting weekly as part of the team. For 2012, the team has broken several department records for number of presents (the process in which a doctor is placed in front of a healthcare facility for consideration), timesheets (submitted by physicians for payment for their services) and bookings (the contract process that solidifies the agreement). These statistics are tracked monthly, along with new starts, completion rate and time to complete each order. Through continuous process improvement, the team has been able to increase its booking efficiency by 41% in six years and has already surpassed 2011 volumes through October of 2012. In the most recent customer satisfaction survey, 98% of respondents said they would work with the company again, with customer service cited as the top reason.

Innovations are brought forward by the team based on its close working relationships with the company’s clients. Innovations this year include introductory video messages to physicians and a “How’s My Service” link in every email signature that was adopted company-wide.

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Brooke Thompson is vice president of quality and customer care and oversees the company’s quality and customer service initiatives. She joined the company in 2004 as a customer care assistant. She was quickly promoted to customer care specialist, serving the company’s radiology division. In 2006, she became director of the Customer Care team. In 2011, Brooke was promoted to her current role. In addition to her duties leading the Customer Care team, she also serves as a member of the company’s internal process strategic planning team, the technology committee, the quality committee and the company’s charitable giving committee.