The MEDEX Philosophy

MEDEX is uniquely prepared to provide peace of mind anytime, anywhere for travelers and those who care about them. The customer is our #1 priority.

Customer Focus

The focus on great customer service is evident in every aspect of MEDEX. This company value is emphasized to employees of every department within the company. From the development of your customized program to implementation and ongoing management of your program, MEDEX vows to provide any consultation and support you need.

Innovation

Throughout our history, MEDEX’s innovation has led us to provide the highest level of quality, consistency and speed in medical and security emergency response. While other assistance providers stretch their resources, creating an expensive infrastructure to maintain by attempting to own and operate their own global network, MEDEX developed a database of the best resources around the world. In this way, MEDEX was able to develop the proprietary MEDEX Network of Global Resources and focus on providing quality case management.

As the global climate changes, MEDEX develops new and innovative product offerings. Product development is an ongoing effort at MEDEX, where new offerings and product enhancements are frequent topics of discussion. How do we know what our clients need? We ask. Many recent and future product enhancements began as individual client requests.

Passion

Passion is a value every company strives for – MEDEX is one of the few companies with employees who live it. The MEDEX Assistance Coordinators and everyone in the Emergency Response Center truly take their jobs to heart. They care about the members they serve and believe in the work they do. In fact, many of the Client Relations Managers started their careers in the Emergency Response Center, eventually moving over to handle the daily contact with clients. Additionally, the MEDEX Senior Leadership Team proactively encourages a healthy team atmosphere where inter-departmental meetings are held on a regular basis.

Integrity

MEDEX is committed to the principle of objective provider selection, which ensures the most appropriate course of action in each particular case. We believe that the only way to provide assistance services with integrity is to provide the best possible care for your travelers, without any financial interest in the providers we use.

Additionally, MEDEX never marks-up provider bills or charges utilization fees for services above your initial program costs. Our programs include full services, as promised, with no surprises.

Proactivity

The very nature of our business calls for proactivity. MEDEX achieves this like no other assistance company. When travel trends or global events indicate a developing or increasing threat, MEDEX springs into action. We travel the globe in search of new providers and strengthening relationships with existing resources. Furthermore, if a client has a special concentration of travelers to a remote location, MEDEX is available for unique credentialing requests.

Accountability

Accountability is a value that MEDEX impresses upon every employee, consultant and provider. All complaints are addressed in a formalized escalation procedure, involving members of the MEDEX Senior Leadership Team as appropriate. Providers utilized in MEDEX cases are held to service standards that MEDEX insists upon for our clients – and all experiences, good and bad, are recorded in our database. All learnings from member service complaints are integrated into ongoing training.

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