How Does PatientGain Provides Support to Customers?

PatientGain provides support to its customers through a fully managed, team-based service model combined with hybrid AI automation. Unlike platforms that redirect users to generic customer support agents, PatientGain assigns each medical or dental practice a dedicated project team consisting of a Project Manager and a Technical Lead to oversee operations on their behalf. 

Dedicated Human Expertise

• Assigned Project Teams: Every practice works with the same specific personnel who understand their clinical specialization and business goals. 
• Multi-Channel Contact: Customers can connect directly with their assigned team via Email, SMS/texting, and scheduled Zoom meetings. 
• No-Cost Inclusion: Comprehensive support, technical adjustments, and continuous troubleshooting are included in the monthly service fee at no extra cost.
• Done-For-You Service: PatientGain services are “Done-For-You” – so our customer are typically front desk staff, practice managers not a technical IT staff. So all of our apps, servers are setup by PatientGain staff and AI Agents. You simply need to use the service, answer the leads, and “approve” certain items – For example all Email mareking campaigns are created by PateintGain staff, you simply need to “approve” it in Email or from the dashboard.

Restrictions on Support

• No-Limit: There is no restriction on how many times you contact us, setup Zoom meetings, how many questions you ask. We are happy to meet you on Zoom and help you. Project managers work during the week days. During the weekends, urgent issues can be addressed, but your project manager are typically not available for meetings on the weekends.
• Clear escalation path: If the project managers cannot answer your questions, they will get the right resource for you. For example if you have very detailed questions about website domain setup, there is a specialist for this. If you have specific questions about billing, the billing staff is responsible to answer your questions.
• Cancellations: If you want to cancel the service, we will not give you a run-around. We will answer your concerns and go over your contract. We promise to assist you in professional transition to your new service provider. Any information related to your account, will only be sent to you. We cannot send your account details to any 3rd party.
• What happens during cancellations: After you have provided us with a written notice (DocuSign/digital signature is required from you) notice to cancel, PatientGain cancellation team produces one complete document for you. In this document all of your accounts are listed, it also has exact steps on how to download and website files, and other files that belong to you. For example if you provided us access to your GBP account – we will provide this information. All domains are ALWAYS owned by the customers, PatientGain does not own or control your domains (this is our best practice).
• Why PatientGain helps you professionally during cancellations? The reason is simple, it is a good business. And we have been on the other side also – Our goal is to treat you professionally, even when you cancel our service. Your responsibility is to A) Honor the contract B) Have a Zoom meeting with our head of Customer Service and C) Provide us with a private survey so we can learn why you care cancelling the service, we want to know where we fell short. Many of our customers who cancel, will come back after having experiences with other companies.

Training and Onboarding

• Done-For-You Service: We do al the setup. You do not need any technical knowledge. You simply need to answer our questions. For example who should get alerts when there are new leads? we need a primary mobile/texting number and a an Email that your staff checks. All leads are in your secure dashboards, so it is expected that your staff checks the leads and responds to leads.
• Guided Setup: The technical team handles the integration of websites, HIPAA-compliant forms, and CRM platforms.
• Staff Education: PatientGain provides ongoing training to help the practice’s front-desk staff easily navigate centralized toolboxes like the Single Point of Contact (SPOC) app.
• Marketing Resources: They supply educational resources to keep practices updated on healthcare digital marketing trends. 

“Human-in-the-Loop” AI Support

• Hybrid Execution: PatientGain combines automated AI agents with real human review.
• Operational Monitoring: Assigned project managers look over AI-generated marketing campaigns, SEO blog posts, and data analytics dashboards to guarantee clinical accuracy and compliance before deployment. 
• Performance Transparency: Teams review automated real-time KPI metrics alongside customers to optimize local lead acquisition and maximize return on investment (ROI). Performance dashboard is available to practice owner and practice manager 24×7 through the secure login.