In early 2020, One Medical Passport made it their goal to provide World Class support to their 920+ surgical facility customers and their customers’ 18,906,517+ patients with the intention to offer the ASC community a best-in-class experience. In order to reach this goal, the ASC workflow solution company expanded and reorganized the leadership structure of their Support Team and implemented a “white-glove” approach for their customers.

Over 920 surgical facilities across the U.S. are using One Medical Passports’ web-based solutions to help with the day-to-day operations within a surgical facility such as patient preparedness, communication, safety, and satisfaction. These facilities, along with their patients, rely on One Medical Passport each day to help with issues and answer their questions in a professional and timely manner.

The company’s “white-glove” approach allows customers to receive the time, dedication, and personal touch that each of their support requests need. This achieved approach includes:

  • The Support Team actively responds to tickets from 6:30am EST to 11pm EST.
  • Support tickets are responded to within 20 minutes, and provide a resolution within 48 hours.
  • All interactions with the Support Team are live; no automated responses or chat bots.
  • Support is unlimited and included to customers at no additional cost.
  • Each member of the Support Team is focused on improving their Customer Satisfaction Rating; a 1-5 scale with a 1 being the lowest rating available, and 5 being the highest.

Today, One Medical Passport has resolved 468,949 support tickets successfully.

Sara Navarro, Director of Customer Support & Implementation of One Medical Passport, adds, “The One Medical Passport Support Team is continuously making improvements to the way we support our customers and their patients. Each member of the team is truly dedicated to the betterment of our personalized approach, and we believe that this provides the basis for an unmatchable experience setting us apart from our competitors.”

Click here to learn more about One Medical Passport’s Support Team.


About One Medical Passport

One Medical Passport is the leading provider of cloud-based workflow solutions to the ambulatory surgery industry. 1MP is dedicated to continuously improving outpatient surgery for patients, staff and physicians alike. For more information, visit