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Anyone else on the peds account at MDI/Transcend - sm

Posted: Apr 12, 2010

Did anyone else that got the state of emergency address on the peds account find it a little odd that we are required to respond that we will do whatever it takes to keep this account? I'm not exactly sure what I'm agreeing to. Any thoughts?

LOL, with that ROM it is not surprising or odd. - Oh brother

[ In Reply To ..]
Oh such a drama queen. I am so over the guilt-inducing drama emails.

My thoughts... - sm

[ In Reply To ..]
In all honesty, you are probably taking on a 24/7 call situation and if you do not hold up your end, you are failing to show for work.

What else would it be that they require?

Perhaps all work to QA if there are quality issues? Perhaps a limitation of work temporarily if there are severe quality issues?

TAT and quality are the key issues at stake here.

Quality certainly - sm

[ In Reply To ..]
I have no problem committing to quality on my end but I refuse to be on call 24/7 which I think is the real push here. I have a life that does not revolve around this job.

Peds Account Response - Rachael Herman

[ In Reply To ..]
Hi Everyone!

Just thought I'd drop a line to let you all know what that state of emergency address actually was for. First of all, you all should know who I am before reading this further. I usually don't respond to these boards, but this has to do with the account that I hold very near and dear to my heart. The management team on this account all have a special interest in pediatrics and this specialty of transcription is of the utmost importance to us... hence the reason for this response.

My name is Rachael Herman and I am the Team Lead for the pediatric account that was acquired by Transcend from MDI. I have been working on this account since early 2006, BEFORE MDI actually acquired the account. I worked in-house at the hospital before moving to an at-home position with MDI.

Since you did not address me directly with your concerns, I've had to find out through the grapevine of anonymous complainers. Because I think everyone should be on the same page of understanding things, I will address the anonymous complainers as I would the rest of the members of the team that are not afraid to step up if they don't agree with something.

The state of emergency was because the account was in desperate need of help since they moved to the bigger hospital. They filled all beds and work was flowing in continuously at a very high volume. Plain and simple, we did not have enough coverage, and the client questioned whether or not our team could handle the influx of work without jeopardizing quality. Our compliance rate went down to below 80%, when contracts REQUIRE 100%.... and that is for every single account, not just peds.

You all have to remember that ACH is an incredibly complex and high-profile account. These demands come directly from the client. Being someone who worked in-house for that manager, I personally know that she does require perfection and high attention to detail. I respect that in her because she understands the delicate nature of the pediatric patients. That in-house manager has worked very hard to ensure excellent quality and TAT, while keeping us on board, despite our many errors seen daily, as well as our recent TAT issues. I thank my lucky stars every day that they have signed a new contract with us. You all should do the same.

I never asked for anyone to work 24/7, as that would obviously be impossible. We were simply asking for everyone to do as much extra as they could while being paid OT as we work on staffing up the account. As you all know, it takes time to train new-hires, especially on this account. The point of that address was that our jobs are not guaranteed and if you want to let that account slip through your fingers because you do not logically interpret "do what it takes," then we'll find people who will gladly accept the challenge on such a fantastic and loved account.

So, basically, if you have an issue with the demands of the client, please feel free to let me know and we'll be happy to put you on a less-strict account.... or you could always continue to just complain anonymously and expect some sort of result to come from that.

I am a very understanding and patient person and would NEVER hold these complaints against you. I never have. Everyone has the right to complain and step up if they don't agree with something, and I completely respect that. I admire those who do not have a problem speaking their mind. I will be happy to work with you to help get you the information you want or need in regards to the demands, needs, and wants of the client; however, I would like to say that the "anonymous" complaints and insults that we see on these boards is actually quite sad, seeing as we are all adults and should handle our work issues as professionals.

Again, if you have any questions or issues with being on this account, please feel free to let me know and I will work with you to get you involved on another account.

Thanks!

Rachael

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