MedQuest is a medical imaging management company that operates behind the scenes of healthcare, managing and operating outpatient imaging facilities for healthcare centers across the United States. With over 1,000 frontline team members focused on patient care, the company prides itself on combining operational expertise with an innovative approach to employee engagement.
When Director of People Experience Natalie Fields joined MedQuest in an inaugural role nearly two years ago, she faced a critical challenge: transforming the organization's performance management process into a sophisticated pay-for-performance culture that would engage healthcare workers without disrupting patient care.
What started as a Google search for performance management software turned into what the MedQuest team calls "a true love story" with Teamflect.
Coming out of COVID, MedQuest's performance management was more on the informal side. Reviews weren't tied to rewards, and there was no structured system to support the organization's ambitious shift to pay-for-performance.
"We needed to really redefine the process at MedQuest and what I call sophisticated and bring it up to date."
Natalie Fields, Director of People Experience
The existing system was clunky and unsuitable for healthcare workers who spent their days focused on patient care. The team needed something that wouldn't feel like another burden on top of their clinical responsibilities.
"When you have an organization of a thousand plus team members, who are frontline employees working with patients every day, they don't have a lot of time to learn a new system."
Amy Belzer led the search through "lots of Googling" for performance management companies and came up on Teamflect.
"We found Teamflect, had a demo and as soon as we were done with the demo, Natalie and I said: That's it, we found it. This is amazing. This is exactly what we needed." - Amy Belzer, MedQuest Program Manager
The simplicity was the game-changer. In an industry where "no one likes performance management process," they found a platform that could make it painless.
The implementation timeline was remarkable. Starting in Q4, the team had mid-year goal setting and reviews running within months.
"We had one or two meetings with Sue and the system was set up. Our integration call was 30 minutes, and Teamflect was integrated with our Teams. I mean ridiculous, but amazing." - Natalie Fields
The Microsoft Teams integration was crucial for IT approval and user adoption.
"Our IT team was very quick to say yes to Teamflect because of its proven integration with Teams." - Natalie Fields
MedQuest didn't just implement Teamflect; they reimagined their entire approach. The performance management system became the Performance Empowerment Process (PEP), reflecting their intentional focus on employee ownership and development.
"When it comes to empowerment, Teamflect definitely fosters the empowerment of our team members to of take ownership and accountability of their performance." - Amy Belzer
The platform now manages:
The most consistent feedback from all levels of the organization is about ease of use.
"The biggest compliment we get about Teamflect from all of our team members across all levels and roles is just how easy it is to use. They say it all the time." - Natalie Fields
Senior HRIS Analyst Astrid Restrepo regularly receives emails asking for help, followed quickly by: "No, I just figured it out, thank you."
"It's so user friendly that everyone can figure it out themselves. It's very intuitive." - Astrid Restrepo, Senior HRIS Analyst
The team creatively expanded Teamflect's use for engagement survey action planning, linking it directly to manager bonuses.
"The flexibility in Teamflect's goal setting allows us to create as many goal types as we need. We created an engagement action planning goal, which makes it easy for us to track progress and provide meaningful metrics to our team." - Amy Belzer
The recognition module has transformed team dynamics.
"Our team members are really enjoying giving one another recognition badges. I've received a couple myself, and it makes me feel very proud of what I'm doing at work. It's very empowering." - Astrid Restrepo
The relationship with Teamflect extends beyond software to true partnership.
"Customer support is always just a click away, a meeting away to talk through things and get them resolved. We've been able to get customized reports and request new features." - Natalie Fields
MedQuest continues to expand their use of Teamflect, with room to grow in feedback modules and other features. The platform has given their Performance Empowerment Process credibility and has become integral to how the organization manages engagement, performance, and recognition.
"That connection between engagement, performance management, recognition, and how people feel when they come to work is really manifested and powered by Teamflect." - Amy Belzer
For an organization that let go of other platforms for being "too cumbersome and clunky," finding Teamflect was, in their words, "hitting the jackpot."
"I absolutely would recommend it 100%. From the customer service to the platform itself and the user experience—all of it is easy and intuitive. We've thoroughly enjoyed it." - Natalie Fields
For organizations operating at this scale, Teamflect's enterprise plan offers the dedicated support and infrastructure to make it happen.
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00:00 Teamflect has spoiled us with the ease of it. I mean, we go to other systems, I'm like,
00:06" Easier." (laughs) (upbeat music) , let me just ask, how did you discover Teamflect? Where did Teamflect come into the picture?
00:23 One of the very first initiatives was we needed to find a performance management, system. So we started looking, and we found Teamflect and
00:31 we, we got, we had a demo. And, like, as soon as we were done with the demo, Natalie and I, Natalie and I were like, "That's it. We found it.
00:39 This is amazing. This is exactly what we needed." And it was really, what sold us was, it really was the simplicity of it and the ability for us
00:47 to get it set up. We got it set up so quickly. I mean, we had one or two meetings with Sue and the system was set up.
00:53 And I remember how excited Natalie and I were after we- Mm-hmm. ... met with Sue and she demoed it and we were like-
00:59 Yeah. "We, we can stop looking. We found it." That's really how we fell in love it. W- we, we fell in love with Teamflect.
01:03 (laughs) We did. It was a true love story. Yeah. We love that it integrates with Teams. Our team members don't have to leave.
01:12 They're, th- they don't have to go to a different system, log in, password. They click on Teamflect on their little navigator bar on the
01:20 left-hand side of their Teams screen, and they're in Teamflect. And that was also another huge selling point for us, 'cause it was just one less
01:27 username, one less password. Also, selfishly for us, IT liked that, right? Our IT team was very quick to say yes to this because of its integration with Teams and
01:38 its proven integration with Teams. We didn't have to have another integration. We didn't have to go through all of the approvals that a whole
01:47 new platform would have re, that our IT team would have required of us. And because of that Teams, integration, it allowed us to
01:55 get Teamflect up and running very quickly also. What are you using Teamflect for right now? So right now, we are using it for our performance empowerment,
02:04 Obviously, which is a great, great opportunity for us to use the system and get the most out of it. And we are very satisfied and happy with
02:11 the results that we are getting from Teamflect. But we also use it for recognitions as well. So this is a great opportunity for, team members in our company to
02:21 recognize one another, to, let us know one another, how we feel about our hard work, the things that we're doing for other team
02:29 members from, for other departments. So it is a very nice gesture, you know, for us to be able to demonstrate and be kind to one another and acknowledge that we
02:39 are all working together as a team and we are accomplishing, accomplishing our goals together. So it is a great tool and opportunity.
02:46 Honestly, we started using it, using it very, not too long ago. And I feel like, our team members
02:54 are really enjoying this, you know, like giving one another like recognition badges and, you know, and it feels really great, right?
03:01 I have received a couple and it makes me feel very proud of what I'm doing at work. So it's, it's very empowering.
03:08 Is we're also using the goal setting module as a follow-up to our action planning post, post-engagement survey that we conducted.
03:16 So we conducted an engagement survey and we had our managers that are responsible for action planning post-engagement survey use Teamflect to enter their engagement planning goals within
03:28 Teamflect. We were, we created an engagement form, review form, so they can tell us if they're on track or off track with their action planning goals.
03:39 And the best pa, and the reason we could do that is because that flexibility in Teamflect with that goal setting.
03:45 We can create as many goal types as we want. So we created an action, an engagement action planning goal.
03:51 And so that allows us, and we didn't even Natalie was a genius thinking of this, 'cause I did not even think about, but
03:58 to use Teamflect to track those action planning. So it's all in one spot, you can go and see where it is.
04:04 Natalie, who's the head of the act-, you know, tracking the action planning can easily see how the mana-, how the center managers are doing on their
04:11 action planning. 'Cause that action planning is part of their bonus and their, and, and h-, so it'll be easier for us to
04:19 track and provide metrics to people. And 100% the biggest compliment we get about Teamflect from all of our team members across all levels and roles is just
04:29 how easy it is to use. They say it all the time. All the time. All the time. What were some of the measurable changes you've noticed since implementing
04:38 Teamflect? Well, I mean, it's helped us, like I said, going back to where we were a couple years ago and we were in need as a company
04:46 to build, you know, our performance management program. Like I said, make it, like redefine it. Um, that came in with, you know, renaming it, you know, changing, um, some of the
04:57 aspects of it, you know, to align with pay for performance and then, you know, needing that new platform.
05:04 Um, really what Teamflect help us do, I mean, it gave the program a lot of credibility, I think. You know, it wasn't just, you know, "Hey,
05:12 here's the new name of this program." But like, "Here's how we're going to execute it and do it in a way, that's gonna not
05:19 only be, you know, really simple for people," which that, we love that compliment because that truly, like Amy said, when we saw Teamflect and had the
05:26 demo, we loved it because it was simple. That was like a cornerstone of why we wanted, this product.
05:33 We've let go of other products, not a PMS, but certainly there was an LMS that we let go of because it just wasn't simple enough.
05:39 It was just too cumbersome and clunky for us to, you know, even on the backend and much yet less our users to use. So...
05:46 Yeah, Teamflect has spoiled us with the ease of it. I mean, we go to other systems, I'm like,
05:52 "Easier." So, and that... I mean, again when you have an organization of, you know, a 1,000-plus team members, they're front line, they're working with
06:01 patients every day, so they're, you know, in clinic and they don't have a lot of time. You know, I mean, their main focus is...
06:08 Are- are our patients and so they don't have a lot of time to learn a new system and then when the, you know, review comes around or if it's time, you know, they
06:15 wanna put in a recognition, it needs to be simple. Mm-hmm. Let's give Sue her flowers. So, how has your experience been with Teamflect's customer service
06:23 and support? From day one, I mean, it- it's... Man, it's- it's- it's not faltered at all, to... We send an email, she
06:41 that. But generally able to come up with a solution for us. And- and maybe it's not exactly how we wanted it, but it is
06:49 a solution, and that works for us, right? We're... I think we're pretty flexible people, but, hands down. And I've also even used the- the chat ability
06:59 also within the Teamflect and have gotten great answers that way also. The customer service is outstanding. Mm-hmm. 100%. Yeah. You know, we've been able to grow, , with
07:09 Teamflect. I'll say that, you know, Teamflect, over the past two years, you guys have, really grown as well in terms of some of the features and that kind
07:17 of thing. And so, it's been awesome. I think even when we were... We were doing something recently and looking like, "Oh, now you can do this." So
07:23 you guys like changed, you know, s-... A feature or something. And, you know, anytime we have questions, we just, you know, email Sue, get on a
07:29 call with her. It's so easy to schedule a call. We've been able to, you know, get customized reports or
07:36 ask for something to be added and she's like, "All right. I'll give it to the product team and maybe they can do it." And, you know, then I
07:42 get the weekly emails and I can see like our, you know, like whatever our request was, you know, within the community of folks like
07:49 brainstorming ways to better Teamflect. You know, it's in there and you guys, you know, are able to implement where you
07:55 can and how you can, different things. So that's been cool to like see Teamflect's evolution as well, based on, you know, y'all's user needs.
08:04 Would you recommend Teamflect to other organizations and why? Absolutely. I would (laughs) recommend it. What Teamflect, has allowed me to
08:15 do is bring like the entire company into one platform, when it comes to performance and recognitions. There's still room to grow around feedback and we have
08:27 our, you know, annual goal setting in there. So there's a lot that we're able to do in this one platform without
08:34 stretching folks thin across too many. Like we said, it's- it's really simple. Um, it makes my job easier. It makes the team
08:43 members' lives easier, to engage in these different, you know, programs. So, I absolutely would 100% recommend it. I mean, across the board, from the customer
08:54 service to the platform itself, the userability. All of it is just easy-peasy and, we've thoroughly enjoyed it.
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