A Q&A with the newest member of the AdvancedMD leadership team.
In our latest “Get to Know” interview, we talk to AdvancedMD Vice President of Client Services Tyler Pettit. Tyler has been part of the AdvancedMD family for more than a decade, starting as a supervisor in the client services department at a time when our company was growing exponentially and needed to scale its customer support capabilities and offerings.
Tyler has led the department with care and detail, establishing a team that consistently wins high-marks and appreciation from the customers they support. In our interview with Tyler, he shares what he loves most about working at AdvancedMD, his approach to client services, and words of wisdom that have served him throughout his career. We also learned about his passion for Jeeps—and how they have been a “conduit for time and adventure” through three generations of his family, starting with his dad.
To start, tell us more about your role at AdvancedMD.
As Vice President of Client Services, I have the unique opportunity to connect with both our clients and our amazing staff. In many cases, my department is the gateway into AdvancedMD for employees. We pride ourselves on hiring professionals with great potential and watching them hone their crafts or continue their career growth throughout the company.
One of my favorite parts of the job is interacting with such a multitalented team. We range from highly technical people that build their own computers to highly skilled problem solvers who have focused their career on client-facing roles.
My role is largely defined by my ability to build a team where versatile skillsets can thrive, while also ensuring clients are satisfied—and doing it all with efficiency in mind. The AdvancedMD leadership team is a huge help when it comes to accomplishing these goals. They are also a blast to work with, which makes every win that much more enjoyable.
My team does a phenomenal job, always ready to help AdvancedMD customers through any challenges they may face. Because of our industry knowledge, effectiveness, and friendly approach to all customer interactions, the client services team consistently earns 4.7 to 4.8 stars on a five-star scale and 85% of our customer inquiries are resolved in one shot. My team is committed to helping private practices get the most out of their healthcare technology investment and our results prove it.
What do you love most about being part of AdvancedMD?
Hands down, I love the AdvancedMD culture most of all. It’s an answer you will hear often if you ask AdvancedMD employees their favorite thing about work. Also, working as a team to provide AdvancedMD customers with business-critical solutions is extremely rewarding.
The twelve years I have been part of the AdvancedMD family have gone by in a blink. I attribute that to a great work environment and always having new and exciting challenges that help move our organization forward. Every day, I have an opportunity to do my best and have a positive impact on my team, my peers, and our customers’ success. Who wouldn’t want to work in that environment?
What do you love most about leading the AdvancedMD Client Services team?
If I had to pick one thing that I love most about this department, it is watching the people we hire grow into their dream jobs. We pride ourselves on helping people realize their potential, whether they stay on our team forever or we watch them move throughout the business. I have led the client services department during my full tenure at AdvancedMD and have witnessed the client services alumni grow to dozens strong. When I interview applicants and they share their passion for their career, there is nothing cooler than watching them achieve their biggest professional goals.
How would you describe your approach to client services?
We like to think of AdvancedMD customers as people working on their own dreams of being practice owners, and really, small business owners. Our primary focus is helping customers in need, but we experience so many positive interactions. Often, we get to work with a small, independently-owned medical group and witness how our software is helping their practice do amazing things.
This positive attitude is how we approach our work and every opportunity we have to help a private practice. It is truly gratifying when you know that you’ve made someone’s day after helping them navigate a challenging issue. It’s no surprise to me that our customer surveys are always so full of praise and appreciation.
What do you like to do when you’re not supporting AdvancedMD customers?
I live a very active life and enjoy many hobbies—recharging for me is productivity. During the warm months I enjoy a round of golf each week and try to play tennis a couple times a week as well. I do play in an Ice Hockey league that helps keep the competitive fire burning.
For the first time in my life, I do not have any pets. This is by design as it allows me and my significant other to travel on a whim. Our goal is to play golf in every state eventually, so we jump on that whenever we have a chance. We also enjoy loading up the jeep and camping in random locations. My wonderful children are all adults now, but still participate in many of our family hobbies with us. I do love landscaping projects, and most everyone at work is aware of my long-time hobby rebuilding Jeeps. You will also find me enjoying music and live theater.
Tell us more about your Jeep-building hobby.
My commitment to the Jeep lifestyle has gained a life of its own in my family and with my close friends. I fell in love with Jeeps as a child during my trips to the Las Vegas deserts with my dad. I was so infatuated with the flat dashboard and windshield, huge circular gauges, and the canvas top. It wasn’t fast, or a smooth ride, or quiet. But the ruggedness and utilitarian feel of riding through the desert landscape in a Jeep spoke to me.
Over the years I have owned roughly 50 Jeeps. I still own the first one I got at age 16—my son now pilots that one. That’s what Jeeps have become for me, a conduit to time and adventure with the family. My father owned Jeeps and now the tradition has continued through to all of my children. We have taken so many family Jeep adventures—it is our “go-to” for spending time together.
Through the years I also have made countless friends in the Jeep community, and, in some cases, even converted people into Jeep enthusiasts like me. One thing you will find in the Jeep community that is truly unique is the selflessness and acceptance of others. You could have a break down on the trail and a passerby will gladly halt their adventure to assist and, in many cases, gift necessary parts for repairs. The Jeep community embraces a truly “pay it forward” mentality. The people you meet, the natural environments you get to explore—there is just so much to appreciate about the Jeep lifestyle.
Any words of advice you would like to share?
As a parting thought I have a few things I always encourage people to focus on as they build their careers. To start, for people entering the workforce and in the early stages of your career: treat each day like an interview. Don’t rely on that one conversation you may get when trying to grow your role. Instead, put your talents on display every single day and make yourself the obvious choice when opportunities arise.
Also, when it comes to conflict resolution, my team leaders and I like to approach any opposing opinions as an opportunity to learn. In those moments, we seek to understand rather than to win an argument. I have learned so much from so many people by seeking their opinions and taking the time to truly understand where they are coming from. Another perspective always has value in the process, no matter what the outcome may be.
Most importantly, growth means a lot more than a new position or financial gain. While a new title or better pay is generally the goal for most people looking to advance their career, recognizing the benefit of “growth in place” while on your career journey can be very empowering. The experiences that stretch your capabilities and require you to grow can significantly increase your value and vastly expand your skillset. You will harken back to those experiences even as you reach your financial and professional goals.
In my opinion, you are never really done growing professionally. Life changes, as does work environments and culture, but these approaches to my professional life have always served me and my team well.