Diagnostic Lab Set a New Industry Benchmark
As the healthcare industry becomes increasingly automated, one national diagnostic lab is leaning into something more traditional: picking up the phone.
Access Medical Labs, a leading diagnostic testing facility based in Jupiter, Florida provides services to physicians and wellness providers nationwide and recently reached a major customer service milestone: 1,000 five-star reviews and counting. The reason Access Medical Labs is making headlines in the diagnostic testing world, is this exceptional customer service team that puts people first (a rarity these days.) In an era when many healthcare companies are replacing receptionists with recordings and support teams with bots, Access Medical Labs has chosen a different route. Every call to their main line is answered by a live person, something the company considers a non-negotiable. No frustrating menus. No endless loops of automated prompts. Just a well-trained professional ready to assist—every single time. “Service is one of our primary differentiators,” says COO Adam El Hosseiny. “Doctors, wellness providers, and patients are under enough pressure. When they call us, we want the process to be easy, warm, and seamless̶̶ that’s the goal.”
That mindset led to a bold move earlier this year: opening a brand-new, ultra-modern client relations facility in Palm Beach Gardens, Florida dedicated entirely to customer service and client relations. The office houses a growing team focused on fielding provider calls, troubleshooting issues, and guiding clients throughout their efforts to help the patients they serve. (needs finesse)
How does Access know this emphasis on customer service is working? The numbers! They speak for themselves. In the past three years, the company has grown by an impressive 40% year over year, Access says much of that growth is thanks to the emphasis on strengthening customer support and operational excellence; and of course, the lab itself.
While the company’s customer service model may feel traditional, the lab itself is anything but. Access operates a highly automated testing facility that processes a wide range of diagnostic tests. The company tests over 1,000 biomarkers in-house from blood, saliva and urine samples with results returned to physicians within 24 hours, and requiring 50% less blood per patient.
That combination—speed and service—has helped Access carve out a reputation for reliability, particularly among wellness practitioners, concierge physicians, and functional medicine providers who often require a more tailored experience.
“Access is known for our ultra-automated, high-tech lab facility,” El Hosseiny said, “Our automation allows us to move fast, but that speed never comes at the expense of personal attention. It’s our people who make the experience world-class.”
Access Medical Labs’ approach reflects a broader trend within healthcare: the growing desire among providers for more human interaction in an increasingly digital system.
Industry surveys in recent years have shown rising frustration among clinicians who struggle with impersonal or hard-to-navigate lab systems. Long wait times, confusing portals, and automated call centers have become common pain points. For many, the ability to reach a live person without a script has become a rare but valuable commodity.
As the lab continues to expand, Access plans to keep investing in their people-first model – one they feel is a pillar to their success.
Access Medical Labs serves clients nationwide. For more information, visit accessmedlab.com.
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