The New Value Roles: The Concierge
Yesterday, I talked about the concept of value roles in the practice and how they are different from job roles. Now, let’s profile those four key roles, starting with the first face most people see when they walk into your practice.
Have you ever had the pleasure of dealing with a really good hotel Concierge? They seem to be able to anticipate your needs and when they can’t, they ask all the right questions to make an informed recommendation.
If you’re looking for somewhere to eat, they don’t just give you a list of nearby restaurants; they learn about your preferences and give you detailed suggestions. They’ll make the reservations for you. They’ll change your travel arrangements, get your dry-cleaning done; you name it. Their job is to make sure a guest’s visit is absolutely ideal with no unpleasant surprises.
That should be the model for a dental practice Concierge.
The practice Concierge makes sure that each patient feels completely served. Each patient knows why they’re there for each visit, how long it will be and even where to park. They know they’ll be recognized and warmly welcomed. When it’s time to leave the Concierge will make sure they understand the treatment just completed, any ongoing treatment needs and the financial arrangements for today and into the future. The Concierge also makes sure patients are appointed for their next visit.
At the same time, the Concierge is a patient liaison who works closely with the Relationship Coordinator and Treatment Coordinator. The Concierge sees and knows everything!
The Concierge’s value declaration is: All my patients arrive with value, appoint with value and pay with value. It’s up to me to ensure every patient I see today will show up on time, appoint their next visit and be complete for payment before they leave.
Tomorrow: The Relationship Coordinator