How long have you worked at IMO, what is your role, and what does it entail?
I have been at IMO for over a year and a half. I am a Client Support Specialist in our Client Services department. My team is responsible for focusing on the customer experience, account management, and providing limited technical support.
How does your job at IMO add value to our clients?
Our team interacts with our clients every day – we’re responsible for listening to feedback from IMO’s customers and really hearing their questions about how to use our products. It is our job to connect with them to create relationships, triage any problems, and support case management. We also help distribute our content updates to customers so they can stay informed about any new information. Response time is something that is critical to our team –our goal is to make sure that a question never goes unanswered.
How has working at IMO changed your perspective as a patient, an employee, a manager, or otherwise?
Before working at IMO, I had limited knowledge about how things functioned in health IT. I never understood all the attention to detail that doctors had to endure when documenting a patient interaction. I studied health communications, where we were taught to promote health and education between the doctor and the patient. What we are doing here at IMO is something that is distinctive, because we are helping doctors do what they do best – be doctors – by providing them with the resources and tools they need to communicate effectively.
How have you grown professionally or personally since you started working at IMO?
I have personally grown from working here at IMO by becoming more vocal. Before working at IMO, I was very quiet and reserved. I would try to avoid speaking in large gatherings and not engage in discussions. My managers have challenged me to become more vocal and to lead team discussions. IMO has helped me grow tremendously in my career by setting goals for me to reach and by providing excellent feedback when needed.
What is something you’ve gained – a lesson learned, an insight, or realization – that has come to light since the pandemic began?
What I have gained from the pandemic is the ability to adjust to bumps in the road. Being flexible is one of the most important new skills that we all had to acquire. I graduated college December of 2019, and a month later I began my career at IMO. When the pandemic hit in March, it caused me to learn at a faster pace. Working remotely was an obstacle for me – instead of having the ability to interact with my team face-face, I had to become more self-reliant. My managers and teammates helped me as much as possible and ensured I could be successful in this new normal.