Tag Archives: customer service

3 Things To Ask When Selecting A Merchant Service Provider

Choosing the right Merchant Services Provider can be a daunting task. To help make things a bit easier we wanted to give you a list of topics you should cover with anyone you are talking to about purchasing merchant services. We talked to Sahand Moussavi, PayConnect Portfolio Manager at DentalXChange and asked him “What are the top three things people should look for when selecting a Merchant Service Provider?”

He gave us 4, because he’s cool like that. 

1. Features & Capabilities: “Making sure your merchant service provider has the technical capabilities that suits your office is crucial. It is not just simply about processing a credit card anymore. Many other features are now available to help run your business more efficiently. Some of these capabilities including emailing receipts, automated recurring transactions, credit score checks, electronic signature capabilities and EMV Chip transactions. Also, your provider should also be integrated with other software and companies, combining the best of both worlds. Regarding dental practices in particular, they should definitely choose a provider that has the ability to do Automated Recurring Transactions & credit score checks. Dental offices set many of their patients up on payment plans, so a recurring billing service plus a credit check service is crucial to ensure you can extend credit at a low risk.”

2. Customer Service: “Customer Service is often overlooked in merchant services, but it is important to choose a provider that has personal customer service and doesn’t force you to get your support from an automated service. Customer service begins right when you sign the contract. Since ALL merchant service providers are essentially a middleman between the merchant and the card brands (Visa, MasterCard, etc.), transparency is very important. A clear and easy to read merchant processing application is a good sign that the service will be good. It is important to have access to 24/7 live support, as dealing with financial transitions can sometimes be an urgent matter. Having personalized customer service is very helpful as a team that is familiar with your account and how it’s set up will make it much less likely for mistakes, and will streamline any changes you want to make.”

3. Pricing: “Pricing is another important factor when it comes to deciding your merchant provider. You want to make sure that the provider offers various pricing models. Different business types use various processing methods and some pricing models will work better for you than others. The card brands charge fees themselves, called Interchange Fees. These fees vary depending on business types as well, so you want to make sure your business is placed in the right category with your provider so you’re getting charged the right fees. Also, your merchant processing application should display any possible fee/rate/charge you might encounter. So once again, make sure your application shows everything when it comes to fees and rates.”

4. PCI & Security Standards: “Being a merchant, you are going to deal with sensitive card information. It is imperative you check the system and training you have been provided are in accordance with Payment Card Industry Rules (PCI). You should ask your provider right away if they are compliant with PCI rules and make sure you are familiar with how their system treats sensitive data. All merchant service providers are required to become PCI Compliant. PCI Compliant Level 1 is the highest level of PCI privacy and security recognized by the PCI Security Standards Council and you want to use a provider who has reached this level.”

If you have any other questions or would like to have your current Merchant Account looked at, give us a call at (800) 576-6412 ext. 473. Sahand, or one of our other PayConnect representatives will make sure you are not being over charged and you are getting the most out of your merchant services.

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Meet Team DXC – Tom Mort

Tom Mort Meet Team DXC is our interview series with a team member who helps make DentalXChange a leader in the dental EDI industry.

Our Interviewee: Tom Mort

Job Title: Director of Product Integration

Time with DentalXChange: 10 years

Fun Fact: Tom drove a big rig truck in the summer of 1990, hauling tomatoes from the fields to the cannery.

Tom has been a part of DentalXChange family for 10 years. During that time, he watched the first claim go through ClaimConnect, to the over 100 million claims that have been submitted, since! He is a recipient of NDEDIC’s Benjamin D. Ward Award for contributions to the Dental EDI industry and has work in almost every department at DentalXChange, including creating our Production Support Department. We thought it was about time we sat down and had a one on one with Tom, on the eve of his 10-year anniversary.

What year did you start with DentalXChange?

April 2004

What are your daily responsibilities?

I help design product solutions, review Engineering’s development efforts and help parties integrate our applications into their processes.

What would you say is your favorite aspect of your job?

Interacting with all departments to help solve problems. I love finding solutions. I enjoy getting CFLs* from co-workers.

*CFL is our employee recognition program designed to let co-workers show their appreciation to other colleagues for work above and beyond their regular duties. Tom frequently receives these.

What’s your favorite part of working at DentalXChange?

The quick and nimble way we can get solutions to the market. We have a small enough company that I get to enjoy working with everyone at some point.

What are your hobbies and interests outside of work? 

Spending time with my 4 kids, 4 dogs and 1 wonderful wife. I enjoy playing sports and cards. Watching movies and my children’s concerts and plays. I love to sing but have no talent.

You must have some talent! Maybe DentalXChange should hold a karaoke contest? What song would you sing if we did?

“Matter of Time” by Randy Travis, for my Bride. =)

 

We’d like to thank Tom for taking time out of his busy schedule to talk with us. DentalXChange is very proud of the services and support we offer our clients and Tom is a big reasons for that.

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Filed under Claims, Customer Service, dentalxchange, DentistUSA, NDEDIC, Uncategorized

Meet Team DXC – Elizabeth Jones

Meet Team DXC is our interview series with DentalXChange team members who help put the “service” back in “customer service.”

In a day and age when most companies are letting go of personnel and turning to voice recordings to handle all of their customer services, DentalXChange is proud to offer live, highly trained, customer service representatives to give individual care to each of our clients.  We know that our customer service reps can help with any and all of your needs and that a recording will leave you frustrated, still looking for answers. We are so impressed with our team that we want you to meet them!

Our first interviewee is Elizabeth Jones, the Director of Sales and Retention.

Name: Elizabeth “Lizzy” Jones

Job Title: Director of Sales and Retention

Time with DentalXChange: 4 years

Fun Fact: Lizzie has two dogs. A French bulldog named Monte Cristo Sandwich and an English bulldog named Betty.

Lizzy has been a part of DentalXChange family for over 4 years. During that time she has won multiple awards for her sales achievements and in May of 2011 she received the National Electronic Attachment Achievement Award for 2010. Lizzy was recently promoted to Director of Sales and Retention so we thought it would be fun to sit down with her and find out how her job has changed, how she likes to run things and how she likes to relax when she is not busy helping our clients.

What year did you start with DentalXChange?

March 2008

What was your title and responsibilities?

Account Manager (sales representative). I would call on new registrations, sales campaigns, sell existing clients new products and reactivate clients who have stopped using our service. I would train new clients for the first 90 days on how to use our services and monitor their activity to make sure everything is going smoothly.

Since then, you’ve moved up the chain and now you are the Director of Sales and Retention. How have your daily activities changed?

A lot has changed. My day to day is never repetitive and always full. There is always something I need to make a decision on; conference calls, department meetings, what promo do we need, should we go to this show, sales campaigns, is this commissionable, put out a fire, talk to this client, speak to this vendor and lead my teams.  What is definitely different from back then would be that instead of getting directions from my manager and being eager to learn something new, I am now on the other side of the spectrum.  Now I give directions and lead a group of employees to be the best they can be.  Every action and decision I make has an impact on the company and in each employee’s career.  I’m in charge of a lot of people and whatever impact I make on their career today will affect them in some way or form in the future.

For my sales team, I have team building activities and let them have the autonomy to make decisions as a team, not just me being a dictator. I’m always surprised at how well thought out some of their ideas are.  For my Client Relations team, I give them a bit more freedom to let them make decisions on their own and to understand what type of impact every decision has on the company and the department.

Even with all that, I still have time to cater to my clients who only call me and would like to follow up on their accounts.  I’m never too important for my clients because they are the main reasons why I am still here!

You sound like a busy person! What would you say is your favorite aspect of your job?

Helping my employees grow.  I have always been a very ambitious person. So, I would always ask my manager or supervisor if they need any help with anything, which would always open the door to being cross trained.  I try to instill that philosophy in my department.

Almost all of my employees have a goal to train the team on one of our many products. This helps to get them out of their comfort zone and become an expert on one of our products as well as helping them see that’s it’s not easy to teach and that everyone is different.  So far, anyone who has completed this goal has discovered an unknown talent!

Recently, I let the team decide to have a special guest from another department visit us for our sales meetings so they can learn about other departments and different types of duties their peers have.  It can open doors later on if they would like to move departments. I’ve been through 3 departments in my four years.

What’s your favorite part of working at DentalXChange?

My favorite part about DentalXChange is the company culture.  It’s very “Casual Professional.”  We have our fun but get a lot done with many happy customers.  Everyone is very passionate and proud of their work.  Also, I’ve never worked for a company that is as diverse as this.  We have employees from almost every continent in the world!  Our potlucks are always so yummy!

What do you like to do when you’re not at work? Any hobbies or interests?

Hobbies include crocheting, deep sea fishing; I love to cook so most of my paycheck goes to the local farmer’s market and I love trying out new restaurants.  I love wine and whiskey tasting, too. My favorite way to unwind is having a Manhattan and watching documentaries, lol!

Final question, we understand that you’re a big Angels fan. Will they win the World Series this year?

YES, yes they will!!!  Mike Trout is amazing!!!

We’d like to thank Lizzy for taking time out of her busy schedule to talk with us. DentalXChange is very proud of the customer service we offer and Lizzy, along with our Sales and Support teams, are big reasons for that.

We encourage you to try us out. Through our products, services and customer support you will not be disappointed!  Call us at (800) 576-6412 ex467

We want to help with all of your practices EDI needs!

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