Medical Tag Team: What it Means to Represent Clients in the Field

Our drivers are in physicians' offices more than our client's sales reps. So we know how important it is that they represent our clients well. We are constantly asking ourselves how to make this tag team as seamless as possible so our drivers essentially function as an extension of our client’s brand in the field. Here’s what rises to the top.

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40+ Hours of Training

Medical logistics requires precision and awareness on the part of the driver. They are not just transporting an object from point A to point B; they are affecting patient care every time they touch a bag or a box. Training comes down to the details.

Keeping specimens at the correct temperature with infrared temperature monitors, tracking them throughout the journey with cloud-enabled GPS trackers, and ensuring they are delivered within their stability window are all steps in the 40+ hours of training our drivers must pass before they can hit the road.

And it’s not just the initial training we focus on. Our ongoing driver training reinforces our client’s protocols so they become second nature.

Taking the baton in the last lap is a lot of responsibility, and we take it seriously—our drivers take it seriously too. But representing clients in the field isn’t just about logistical protocols.

8 Point Driver Checklist

We know our clients don’t necessarily like working with courier companies because they feel “out of control”. They want to be represented by a professional, communicative, friendly extension of their brand in the field. That’s why we’ve created an 8 Point Driver Checklist so our drivers can confidently walk into labs, doctor’s offices, and hospitals and represent our clients well. Why is this so important?

Imagine doing all the legwork to set up a relationship with a new customer, then having to hand that customer off to someone who looks untidy, and doesn’t smile or say hello. Your customer would feel the disconnect, the lack of brand continuity, and your business could suffer.

Professionalism is key in our driver’s playbooks. That means they don’t wear shorts; they wear badges. Their shirts are ironed, and their cars are clean. And we believe training isn’t always about professionalism—sometimes it’s about awareness.

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C.A.R.E. Training

We train our drivers to check and double check, be proactive, and communicate with the labs in the field if something doesn’t feel right. We train our drivers to CARE as much as you do, and we’ve developed signature C.A.R.E. Training with this principle at its core.

C.A.R.E. Training (Compassionate And Respectful Employees) was designed to convey to our drivers that these deliveries are more than just bottles and bags; they are human beings waiting for results that will affect their lives.

C.A.R.E. helps our drivers see the story behind each specimen so they feel connected to the patients. It helps them understand their critical role in that individual’s journey to health, and therefore reduces the chance for human error.

Because our drivers understand how important their role is, they take pride in doing their job right. They feel part of something larger than themselves—they know they are one stop on a patient’s road to health. They care.

When clients can’t be there, they want someone they can trust—it’s not just another box. That’s why we believe supporting our client’s relationships and keeping them strong is important, and it has become the foundation for all our driver training. This is what it means to us to represent our clients in the field.