USOC Bio-Medical Services is a leader in the medical device industry determined to know its customers, provide high-quality services, build solid customer relationships and maintain vendor neutrality. The company’s core values, as stated in its mission statement, are quality, integrity, innovation, accountability, collaboration and leadership.
Ali Youssef founded USOC Bio-Medical Services in 2009 to offer “simple solutions for complex devices” – namely, biomedical, respiratory, and durable medical equipment. His goal to create an efficient and reliable repair company that focused on biomeds continues to motivate him and the entire team at USOC Bio-Medical Services. His 12 years of experience in the patient monitoring equipment industry provides an expert background on which to draw on to continue to exceed customer expectations.
Today, USOC employees about 50 people who provide biomedical equipment repair solutions to health care facilities, clinics and medical companies of all types and sizes. The company’s commitment to providing high-quality, cost-effective equipment and services is reflected in its ISO 9001:2008 certification.
USOC, located in Irvine, California, has a proven approach designed to keep medical equipment running in peak condition at a guaranteed cost savings. The company is used as a reference by the market for patient monitoring equipment repair and for refurbished devices. Additionally, the USOC team strives to help biomeds who may not specialize in specific types of equipment with the daunting task of maintaining not just patient monitoring devices, but every piece of hospital equipment. The company partners with the BMET community and is a key actor present at all biomed tradeshows all over the USA.
For more about USOC, we sat down with the leadership team and asked them to share their insights into the company’s services, goals and approach to meeting customers’ needs.
Q: Please share a little bit about your company’s history and how you achieve success.
USOC: One of the keys to USOC’s success lies in its commitment to understanding not just the equipment, but each customer’s unique situation, level of expertise and needs as well. The company has achieved success by understanding the pressures today’s health care professionals face. Its innovative practices and expert engineers have allowed USOC to reduce the price of patient monitoring service without sacrificing quality.
Q: What are some advantages that your company has over the competition?
USOC: We are more than a repair facility for our biomeds, we act as a partner to help facilitate the biomeds through the repair process. We create a partnership with them. We are the biomed shop for our biomeds as well as technical support (24/7). We understand more than anyone else our biomeds’ needs as our CEO is our lead technician/head engineer and a biomed. We have leveraged our experience to create a unique model of repair facility meeting quality, standard, and turn time. Our quality is the reason why we have the confidence to offer a 12-month warranty for each repair. We want to facilitate our biomeds’ daily tasks by creating a customer portal (USOC e-link) used not only for repairs. We have an emergency kit for our biomeds. The emergency kit consists of the most popular items that break down and can be used as an exchange program to pick items from when they break down.
Q: What are some challenges that your company faced last year? How were you able to overcome them?
USOC: We were able to overcome challenges in 2014 and provide the quality service our customers have come to expect. We were able to respond to an increasing demand for our services and continue to serve our customers. We have managed our growth from three people to 46 employees within a few years and have reached a maturity level that we are proud of, especially when it comes to our processes and standards. The ability to maintain our technical standards among our technicians in order to keep our quality, standards and procedures are really important for us. We often send equipment back to customers that did not need a repair or that needed a minor repair free of charge. No other repair companies do this. Each repair is crucial.
“What we do is assist the hospital with the repair and maintenance of devices that bring sick people back to health and potentially save lives,” said USOC Bio-Medical Services CEO Ali Youssef. “It doesn’t get more serious than that. I often hear from staff at the hospitals that the most important thing to them is the quality of patient care. USOC has a lot to do with the quality of care the patients receive.”
Q: Please explain your company’s core competencies and unique selling points.
USOC: USOC provides biomedical equipment repair solutions to health care facilities, clinics and medical companies in the USA and Canada.
Here’s how it works: The hospital calls for troubleshooting and, if necessary, sends equipment in to us. We test, diagnose and repair it at our facility and then send it back to them. We offer a warranty that allows the biomed to send the equipment back free of charge if there are any problems. We also offer continuing troubleshooting over the phone. If the equipment needs to be sent in for repair, USOC Bio-Medical Services will program a loaner based on the hospital’s data and expedite it there.
Q: What product or service that your company offers are you most excited about right now?
USOC: Our new customer portal which will allow all our clients to manage their repairs, create a Return Goods Authorization (RGA), follow the different stages of the repair, and have a complete dashboard of all their repairs with USOC Bio-Medical Services.
Q: What is on the horizon for your company? How will it evolve in the coming years?
USOC: The future for USOC Bio-Medical Services includes health care/vendor software design and integration. We want to diversify our offerings to include software, parts and training. We want to be the leader when it comes to third-party patient monitoring related devices all over the USA. We want to respond to our increasing demand all over North America by opening new subsidiaries.
Q: What is most important to you about the way you do business?
USOC: Our vision is empowering better patient health with technical insights. Our three goals are to promote a healthier world, build value and create an inspiring workplace. Our five-point strategy to achieve our goals are innovative growth, drive operational excellence, simplify the organization, focus on technical information services and deliver great products and services. An important part of the USOC Bio-Medical Services environment is our behavior, which is customer focused, performance oriented, united as one team, transparent and agile. The core values at USOC Bio-Medical Services are quality, integrity, innovation, accountability, collaboration and leadership.
For more about USOC Bio-Medical Services, visit them online at www.usocmedical.com.
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