The TRS Story
by Bob Harvey, President/CEO
Transcription Relief Services, LLC was born in 1992 by Mary Harvey. Mary, at the time, was pregnant with our third son and worked as an original member of Smart Corporation. She made a fundamental decision to change our lifestyle and leave her profession to "stay" home with our children and type when time allowed. Although this represented a dramatic change in lifestyle, TRS, LLC was born out of love for our family. Mary's faith and counsel had suggested that this was simply the "right thing" to do.
I was in my tenth year with Lanier Worldwide where I served as a Dictation System Salesman and Sales Manager. Shortly after Mary's decision was made, I received a promotion to District Manager at Lanier. During my tenure as a Lanier Sales Representative and Manager, I was involved with literally hundreds of sales and implementations of central dictation systems. It was there that I learned, not only hardware selling, but also the people to whom I was selling. You see, I learned that in the late 80's and early 90's, the single largest investment that many HIM Directors had been involved with was the central dictation purchase. I learned of the importance of "helping" them make credible decisions not only on features and benefits but also in trust. You see, I understood that this very decision had a great bearing on the HIM Directors credibility with Management, the Physician staff and her staff. Ah yes, "Her staff…" I learned that the transcriptionists were unique beings. With our implementations, we knew that these "artists", called MTs, were often compulsive, and reluctant to change. I learned why… their professional livelihood depended on their comfort level and efficiency with the system that we were installing. It was what they used to earn a living.
In the late 80's I participated in one of my most wonderful experiences in the centralization of the Duke University Hospital's Dictation Services. I watched Duke struggle with "transcription company" decisions well before there were many of us out there. It was here that I learned one of the most special lessons in ownership of a medical transcription company - the lesson is predicated on the cliché in regarding service industries "over promising and under delivering." I was to learn this is so prevalent in the medical transcription business. The lesson is simply this: Avoid over promising by "marketing" seriously only when you have the staff to complete your recommendation. We simply cannot provide quality reports if we ask for your business and then go "look for MTs." Several years later, I watched Lanier get into the MT business and make the same error that I had witnessed at Duke University. It was those seeds of wisdom that were planted that ultimately allowed me to move forward with our special…TRS, LLC
In the meantime, Mary was operating TRS more as a "PRN" (as needed) service. She unfortunately received difficult medical news in early 1994 when she was diagnosed with a rare form of cancer. Despite this news, Mary was energized by TRS and wanted to do her best for her family. She grew TRS modestly and operated under the highest quality standards to which our accounts say they have ever been exposed. To her, bigger was not necessarily better. And with her health deteriorating, clearly growth at this time was not an option.
In September 1999, I had entered my 17th year with Lanier and had grown professionally into a District Manager of the 7th Largest Lanier District operation in the world. I loved what I did. Mary, though, had become very sick. A lesson that she had taught me several years earlier inspired me to do what I was previously not strong enough to do. I stepped down from my position at Lanier to be at home with my family. While unpopular to many, my faith told me that this simply was the "right thing" to do. I immediately went to work attempting to sell TRS to remove Mary from the rigors of work as the ugly metastases had begun. We received an obligatory offer from the world's largest medical transcription company. Ironically, the very company I had "learned" from in the late 80's at Duke University - the one that taught me the lesson that I subsequently practice. On December 6, 1999, Mary and I left to go to Mexico to seek additional alternative treatment for her cancer. It was our desire to reject the offer once we returned. On December 9, Mary went home to be with the Lord. As you know, cancer doesn't really care who you are when it strikes. The cruelness of this disease under the backdrop of the Christmas Season was difficult. But God provided for my three sons and me. It was not too long after her death, that I rejected the "buy" offer and felt "called" to serve TRS more fully. During late February 2000, I "retired" from Lanier to pursue TRS. I committed to do as Mary did in being "available" for my children. I felt TRS offered the best opportunity for this and have not been disappointed.
From March to August 2000, I spent time learning by making mistakes. One thing that we didn't do, however, was to disappoint our clients. I thought of expanding, but decided that only when I had the infrastructure (Management Team) in place would I pursue this contagious ambition. In September 2000, we began by establishing a management structure that has grown into multiple positions, such as, Vice President, Vice President of Information Technology, Transcription Manager, Transcription Supervisors, Quality Assurance Supervisors, Recruiter, Human Resources Manager and Information Systems department. We make decisions to expand within the accounts that we are presently serving.
TRS has grown during these past several years, the careful investment in technology, which has helped streamline our processes; TRS now offers employees and clients alike efficiencies that enhance success. We are proud of the fact that our employees nominated TRS for the coveted AHDI "Employer of the Year" award in 2004. We were equally thrilled to receive the award that year as well. At TRS, we strive to be familial to each individual that becomes a part of our "family." Professional and personal courtesy and respect are cornerstones of our organization. The theme of "Welcome Home" describes the culture that we strive to achieve with our employees. Our "Employee Vision" team analyzes and recommends improvements to our "way of operating" to ensure that the family theme continues. This is important to TRS.
I was blessed to remarry in July of 2004 to Laurie Woten. The care and support of my wife and "additional" family has further prepared me to lead TRS into the 21st century. My family continues to remind me daily of the need to focus on the gifts that we have been given. They, also, remind me of the need for nurturing on a daily basis. At TRS, our management team strives to nurture TRS family members through a personal development program as well as industry skills building. You see, it is the person that TRS cares about!
In January 2006, TRS embarked on an additional strategy to help ensure that professional and family needs are met. TRS began a medical transcription training and development services program that teaches aspiring and existing medical transcriptionists skills to begin or enhance their career. We are excited about this journey. TRS subscribes to the theme of "Educate and Deliver," which encompass two of primary missions, now, as an organization. Which is to constantly educate and then deliver to clients, and families, the very best that our gifts can offer.
Lastly, we desire professional fulfillment for every one that joins the TRS family. We constantly strive to enhance our retention rate of Medical Transcriptionists at TRS. We feel like, with you a part of our team, we can continue to grow and be that 'big, small company'. It is our privilege for you to join the TRS family.
