We are the best out-patient therapy provider in the Midwest. There, I said it. I believe it and we’re going to live it every day in 2017. I’m not stating this with an intent to be arrogant or snide, but we’re not afraid of embracing the belief that we are the best. I think I better explain before we get too far along. We Are Committed to Every Customer Experience To be the best means you need an intense belief in what you are doing and that what you’re doing matters to the people you work with and serve. We’re a service-based industry—no, we’re not just a healthcare engine—we’re in customer service every day. We set a goal this year to be the best customer service delivery company we can and we’re going to make that happen through our belief, passion and commitment to making every customer experience memorable. This isn’t a new concept to ARC Physical Therapy+ but with all the “noise” in the healthcare industry these days and all the pressure to become a volumized, commoditized business, the belief in and delivery of customer service often takes a back seat. Not this year and not with this company. We Have the Best People Back to being the best… we’re the best because we have the best people. It’s true. We have the best clinicians, administrative staff, billing department, scheduling department, on-site team and marketing group you could possibly imagine. You have to be two things to work at ARC Physical Therapy+: a great person and a great worker, in that order. In order to grow we will find more of the “best” people and cultivate the people we have into the next “best” people. We’re doing this in 2017 by:
- Committing to an improved continuing education program for our clinicians that is not only based on their perceived needs, but also on what our customer’s need. It includes training in communication, vestibular therapy, specialized orthopedic care and our push to grow the next great Certified Hand Therapists through our Occupational Therapy Fellowship Program.
- Committing to growing the best administrative team by revisiting simple things like making a great phone call, improving our understanding of our referral source’s needs and dedicating ourselves to taking that extra step to show our customers what it feels like to have someone care. We want to turn healthcare back into a care conversation, not a business transaction.