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11/15/2006 Seattle, WA — Practice Partner, a leader in the development of electronic health records (EHR) and practice management software, today announced the appointment of Jim Black to the new position of customer relations director.
Jim, who joins Practice Partner after more than a 15 years with Microsoft, will oversee the company’s technical support, account management, and client services departments.
Creation of the customer relations director position is the latest in a number of changes related to Practice Partner’s dedication to providing enhanced customer support and service. Most notably, Practice Partner has opened a new customer support office, extended regular technical support hours, and increased support staff by 33 percent. These efforts have resulted in 95% support call satisfaction, a 50% reduction in response times, and a 75% decrease in call resolution times.
Andrew G. Ury, M.D., CEO of Practice Partner, commented, “We are very happy to have Jim as part of the Practice Partner team. He brings a depth of knowledge and experience that will truly benefit our customers, and is the ideal person to spearhead our ongoing initiative to provide top quality support and service to all our clients.”
Prior to joining Practice Partner, Jim was support engagement manager with Microsoft OEM Engineering and Services, where he increased customer satisfaction from 21 percent to 86 percent within four years. During his 15-year tenure with Microsoft, Jim held positions ranging from senior OEM support account manager to service readiness manager for its incoming call center and team manager for product support. Previously, Jim held customer support management positions with Advanced Technologies, Herndon, VA, and Ford Aerospace Corporation, Reston, VA.
Jim holds a bachelor’s degree in technical training and development from Arizona State University.
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