CONCIERGE Accounts

How to identify a Concierge Account.  You need to look up the patients referring physician to see if it is a Concierge Account.  Below is an example when looking up the referring doctor via the Worklist. 

If you receive a call that has a Concierge ONLY assigned, you should make the caller aware and transfer correctly to get them handled by the correct group.

• Referring Dr Notes in EXA will say if there is a Concierge assigned to the account, and if they are the only ones to schedule/reschedule/cancel

• When you see these notes (you should be checking Dr notes for every accession you book for specifications that may be required) you will transfer the call

  • “It looks like your referring physician has a dedicated scheduler to handle their referrals, I am going to transfer you over now to them for assistance.”

  • Once caller has acknowledged that the action is being taken you can transfer the call to the Concierge extension. If the Concierge does not answer the caller will have the option to leave a voicemail or be connected to another agent, if they choose to be connected to another agent it will be routed to the next available Concierge for call handling