Company Profile
Physician Sales & Service

THE COMPANY PSS World Medical was founded in 1983 with a mission to fulfill the inventory needs of office-based physicians and assisted living facilities by providing unique and innovative services. The elder-care division, Gulf South Medical Supply, provides supplies, equipment and billing services for long-term facilities, home health care and hospice providers. Physician Sales & Service, Inc. focuses on the physician market distributing medical supplies, diagnostic equipment, pharmaceutical related products and healthcare information technology. Based in Jacksonville, Fla., PSS has evolved into the country's largest provider of medical supplies through its commitment to fast service and the belief that "The customer is everything."

The company’s founder, Patrick Kelly, grew up in a Richmond, Virginia, boys’ home. Growing up with both forgiving and strict guardians helped develop his penchant for risk-taking, which he brought to PSS. “People here will never get in trouble for making a mistake,” he told Inc. in 1995. As a result of his philosophy, PSS has received numerous recognitions which include Fortune Magazine’s “Most Admired Companies in America and Forbes.com “Most Trustworthy Companies 2009.”

CUSTOMER
Today, Physician Sales & Service distributes products to approximately 598,000 physicians practicing at an approximate 234,000 offices in the United States. These physicians are defined as internal medicine, family practice, primary care, pediatrics, OB/GYN, general practice and other specialties. A team of more than 750 sales consultants are trained in solution-focused selling, disease state management and diagnostic / therapeutic products in order to provide physicians with superior customer service.

The Elder Care business’s target market consists of approximately 40,000 nursing home, home care, hospice industries and assisted living market. In addition to medical supplies, the Elder Care business also provides Medicare Part B billing services. The Elder Care has approximately 150 sales consultants.

PSS continues to experience 8%-10% growth annually despite national economic challenges. “I would say our industry isn’t recession proof, it’s recession resistant,” commented Chet Hilton, Sr. Director of Sales Operations. “Our industry is affected economically by people losing their insurance due to job loss.”

DISTRIBUTION
PSS distributes medical supplies to over 100,000 offices in all 50 states and has the capability to process and deliver any order with next day service and same day emergency service. PSS has 50 distribution centers – 25 larger full-service distribution centers and 25 smaller warehouses. The company has distribution agreements with approximately 1,800 suppliers to manufacture and/or supply products for resale to PSS’s customers. Product is delivered using PSS’s fleet of delivery vehicles. In the company’s efforts to be “Green,” each warehouse is equipped with cardboard compactors. The cardboard is sold to recyclers and yields an overall $200,000 profit annually. The delivery staff also use reusable “totes” when delivering supplies. All physician orders and warehouse inventory is automated which helps streamline delivery. “In regards to distribution, the profit margin is always in jeopardy. It’s a tough business predicated on price vs. service” said Hilton.

EMPLOYEES
PSS has an approximate 3,650 full-time and part-time employees. PSS believes ongoing employee training is critical to its success and invests significant resources in training, continuing professional education and leadership development. The company offers both online and instructor-led training. The “Company’s Center for Career Development (CCD) currently offers 112 online classes available to employees. PSS has trained over 1,250 employees in instructor-led classes alone in the last fiscal year. Management believes that the success of the company’s long-term success depends upon its employees, including its sales professionals. “Our focus is the customer and the people (employees). We make sure the customer is always happy and always do the right thing for the people,” commented Hilton.
There are a multitude of employment positions ranging from delivery drivers, administrative, IT technicians, sales, marketing, travel and relocation, management, etc. Salaries range from $16,000/yr. to a robust $600,000/yr. All upper/lower management and sales consultants are required to have a 4yr. degree minimum, while positions such as receptionist, warehouse staff and travel representatives require a H.S. diploma. When asked about the opportunity for employee growth, Hilton replied, “One can expect to be at each step approximately 2-3yrs. before receiving a promotion. Promotions are based on two criteria – performance and intelligence.” In regards to employee retention and sales, “If they (sales reps) can make it through the first three years, they will be with us for a long time!”
BENEFITS
PSS has a commitment to being the employer of choice. In addition to training and education, the company offers a fully-loaded package of attractive benefits which include: * * Medical/Dental * 401(k) with match * Vacation & sick time * Voluntary & Involuntary Life Insurance * Short & Long-term disability * Flexible Spending Account * Employee Stock Purchase * Company-wide bonuses and Incentives

Employee recognition is a basic order of business at PSS. Employees are recognized globally within the PSS organization for outstanding performance. Departmental managers also have the authority to develop incentive programs helping to promote productivity and positive morale. In addition to a great benefit package and employee appreciation, PSS offers a scholarship program for employees. Eight additional full-ride scholarships are awarded annually – (4) children of PSS employees and (4) charitable recipients. The company also recognizes the value of health and offers an onsite facility in which employees can work out, consult with health professionals regarding weight loss, etc. or participate in “Power Challenge.” (A program designed to help employees meet personal health goals)

GIVING BACK
PSS contributes to a wide variety of charitable events, non-profit organizations, disaster relief funds, etc. In January, the company donated $1million in medical supplies for Haiti’s earthquake victims. Jaguar’s Sky Box seats, night’s stay at Sawgrass’ Chalet, golf tournament sponsorships are but a few examples of the company’s commitment to “give back.”

PURPOSE
The company’s purpose states: “Improving healthcare in America through innovative solutions.” The testimony of PSS’s philosophy is proven everyday in the workplace, the customers and the community. It is easy to see why this Fortune 1000 company is one of America’s most admired companies!