Concierge Chronicles
This is the credo that we model our office approach to the patient experience after.
What is the Ritz Carlton's "Ladies and Gentlemen serving Ladies and Gentleman"?
This phrase refers to the invisible area around a procedure setup, and breaking it could lead to patient risk or case delay.
What is sterile field?
This is the number one goal of a Care Advisor during a consult.
What is building a relationship?
A patient reschedules their facelift procedure 21 business days before their appointment. According to protocol, this amount must be collected.
What is a $600 rescheduling fee?
This is the phrase Mindy commonly uses to encourage a positive mindset or manifestation.
What is: "What you focus on, you will find!" ?
Concierge is responsible for verifying this information prior to the patient's visit.
What is an appointment confirmation/arrival time?
Before a procedure begins, this check between the surgical tech and provider ensures the correct patient, site, and procedure are confirmed.
What is a time-out? (or surgical safety checklist)
This emotional factor is the biggest obstacle when closing plastic surgery sales.
What is fear?
This type of appointment for a single treatment item with Jen Gold, P.A. requires the longest appointment time slot.
What is a lip filler appointment? (~1 hr, 30 min for numbing, 30 min for injecting)
This humpday treat is sure to indicate a great start to the day at the Tampa office!
What are bagels from Panera Bread from Dr. Rich?
This is the first item on Concierge's Daily AM Checklist.
What is a radio check?
Beyond clinical skills, this is the most important trait a clinical technician must demonstrate when interacting with patients.
What is empathy or emotional intelligence?
Advisors must review this with the patient to confirm financial transparency.
What is the quote or cancellation/rescheduling protocol?
This is the fallback option if a provider is unexpectedly out.
What is rescheduling them or reassigning them to another provider (dependent on type of treatment)?
This formerly dull and drab area recently got it's own facelift.
What is the new and improved front lobby?
When this amount of time passes, Concierge is to check on patients, update them on time, and offer a refreshment.
What is 7-10 minutes?
During an in-office surgical procedure, this team member is responsible for documenting, managing supplies, and anticipating surgeon needs without contaminating the sterile field.
What is a circulator?
This tool helps track monthly revenue and conversions.
What is a KPI sheet?
The scheduling team uses this method to prevent errors in booking CO2 laser treatments.
What is ensuring we don't double book the CO2 laser and smoke vac? (We only have 1!)
In a zombie apocalypse, this department would survive the longest — and this is why.
Clinic, because they already know how to keep things sterile, triage fast, and handle chaos like pros?
This is the best way to handle a patient who becomes verbally upset about their wait time in the lobby.
What is: Acknowledge their frustration, apologize sincerely, offer to check the wait time with clinical, and calmly keep communication open while staying professional?
These are some of the most common post-op "complications" a patient may experience following a procedure.
What are hematomas, infections, and/or uncontrolled pain?
This is the most effective non-discount incentive an advisor can ethically use to encourage same-day commitment.
What is priority scheduling?
If a nonsurgical patient cancels within 48 hours of their appointment, this fee applies unless management states otherwise.
What is 50% of the procedure total?
This is the ONE thing you should never say to Ariel, even if you're thinking it.
What is, "That's not my job!" ?