Volume 2, Issue 3
A Look Back at Q2 2016

The highest elevation in Panama is Volcán Barú.  Located in the  national park  of the same name near Boquete, Volcán Barú stands at 11,397 feet (3,473 meters) above sea level. 

The town of El Valle de Antón is situated in a gigantic basin that was once the center of an active volcano. Geological surveys of the region suggest this volcano may have last erupted around 300,000 years ago - relatively recently in geological terms.

2nd Quarter Executive Look Back
A Note from OnQ's President, Tom Mathews
The second quarter of 2016 was marked by significant successes as well as important new challenges and decisions to navigate. To start with, we are delighted to welcome one of the largest radiology groups in the United States into the OnQ family. In addition, more than 50 percent of OnQ clients elected to expand their use of OnQ services, while, at the same time, OnQ maintained 100 percent client retention.
All of this points to the fact that our clients are satisfied with the services we deliver.  However, this growth presents a unique (and welcome!) business challenge for OnQ: How do we grow at the rate the market demands without compromising quality our clients have come to expect?
To address these issues, OnQ evaluated organizational structure, facilities, infrastructure and training capacity. The decision to invest in additional space (now complete), a new training facility, additional personnel and training resources, and necessary infrastructure will not only help us maintain quality but continuously improve upon it. Training new team members proficiently and giving careful consideration to how efficiently our teams can absorb new members will result in controlled growth as we move ahead in 2016.
Other Q2 benchmarks included the successful completion of another OnQ University session (see below), fruitful visits with clients in Panama and at their respective offices in the U.S, and, for the first time, some of those U.S. visits included Managers from Panama, an exciting milestone for the professional development of our Panamanian workforce.
During my most recent visit to our Santiago offices last month, I returned to the U.S. feeling truly thrilled about OnQ's future. It is easy to get excited seeing the new faces and offices, but what I was most happy about was the grasp our Panama team has garnered over the highly complex U.S. healthcare system and the ownership our Panama Management Team is taking to deliver the highest quality services in the market. The personal commitment of the Panamanian people to learn and grow cannot be overstated.
Finally, a note of thanks to our clients, our partners, without whom none of this is possible. Thank you!

Expansion Update
Work is complete on OnQ's expansion. The expansion will support OnQ's rapid growth and increase production capacity by 50 percent. The completed facility will allow OnQ to meet increasing market demand with additional space for its highly skilled customer service associates. To read a full press release about this expansion, please click here.
OnQ University
OnQ University continues to be highly successful. On April 30, OnQ hosted its second quarter session, offering a variety of classes aimed at further enhancing communication abilities, developing advanced customer service skills, as well as reviewing how specific business processes fit into the revenue cycle.  

The second quarter session was attended by 85 participants earning a total of 233 educational credits! According to Sean Hammerle, OnQ's Director of Training and Human Resources, "Our employees have expressed a great deal of enthusiasm for ONQU, and we are extremely impressed with this level of engagement. To see these attendance numbers, on what is normally their day off, shows the high value that our staff places on expanding their knowledge at every level of service."
Planning has already begun for the remaining 2016 OnQ University sessions and experts will travel to Panama to teach the nuances of successful healthcare customer service and call center operations.
Upcoming Industry Conferences
OnQ is pleased to announce it will participate as an exhibitor at two healthcare industry conferences in the upcoming quarter.

HBMA's Healthcare Revenue Cycle Conference is a highly anticipated conference  that features an exciting array of sessions focused on the very best educational content around successful operations and exceptional performance for individuals in the revenue cycle management industry and billing companies of all sizes.   For more information about this event, please  click here .  

RBMA's Fall Educational Conference is two and a half days of a rich knowledge-based curriculum and collegial camaraderie. The conference is designed to accommodate higher level learning and in-depth coverage of topics affecting the business of radiology today.  For more information about this event, please click here.  
Don't Miss Out!
OnQ is creating a new type of labor partnership based in results, integrity and transparency.  We're pulling back the curtain to show you a  behind-the-scenes look at our offices in Panama and share OnQ's latest news.  Please follow us on LinkedIn , Twitter  and Instagram  and
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Congratulations to the following team members who have been promoted to Team Leaders, Supervisors or Managers:

Eyra Estribi - Supervisor
Jyrmin Figuero - Supervisor 
Katherine Castro - Supervisor
Lourdes Fonseca - Supervisor 
Ana Peñalba - Team Lead
Francisco Bonilla - Team Lead
Mariquelmi Rios - Team Lead
Moises Vallejos - Team Lead

Employee Events

OnQ's focus on creating a fun, people-centered work environment is bolstered by the creativity of its associates.  OnQ's employees participated in monthly fun theme and treat days planned by our Employee Events Committee.  

"Twin Day" encouraged employees to dress like a friend for the day!

Pajama Day at the office was a big hit!