Concierge service is a personal, simplified way of connecting customers to the services that would help them the most.
Think of a hotel concierge connecting guests to the best their city has to offer, or a residential concierge can help connect dwellers to things like laundry services, food services, housekeeping, etc.
The residents only have one call to make, and the concierge does the rest.
Just five years ago, the concept of concierge-style customer service in the healthcare industry was associated with just the wealthy.
So much has changed in a short amount of time. Back in 2013, Russ Alan Prince wrote in Forbes about the luxury of healthcare concierge service:
“With healthcare institutions throughout the world increasingly stressed, the wealthy are regularly not inclined to rely on these public systems — at least not in the ways the masses rely on them. Instead, the wealthy are more and more able and likely to pay for a higher if not always exceptional standard of care. The term for this is concierge healthcare.”
Now, thanks to changes in consumer attitudes and initiatives such as the Health Rosetta (of which Captiva Benefit Solutions is a part), entire corporations and organizations now have concierge-style service available for their employees.
When it comes to its application for healthcare, concierge-style customer service looks like this: Personal access to professionals who can help your employees get the services they need.
According to the Health Rosetta:
Members can access a broad spectrum of support services in a single interaction or series of interactions. Specifically, the concierge can provide:
- Explanations of appropriate and available care
- Selection of plan-approved locations
- Help scheduling care
- Cost estimates
- Advocacy for claims and billing questions
In another Forbes article, Prince summarizes:
“With the traditional healthcare system under pressure, patients can lose out having to wait to see primary care physicians as well as specialists. Many of the concierge medical practices eliminate this obstacle providing expeditious access to high-quality healthcare.”
The article goes on to state the benefits of concierge-style service is giving patients 24/7 responsiveness — not just moving patients to the front of the line, but making sure there is no line.
Another huge benefit is giving patients access to experts housed at leading medical centers of excellence — competency we’ve already talked about as being crucial.
HNI Risk Advisors shares that concierge service is “certainly worth exploring” for organizations wanting innovative ways to cut costs and bolster employees’ overall health.
In insurance terms, HNI explains how concierge service works with health insurance:
“Concierge medicine typically does not replace an insurance program, but is used to enhance a benefit package that an employer offers.
Most concierge medical professionals accept group insurance to cover the services they provide, such as tests, lab work, etc. Any services not covered by the insurance company are usually considered covered by the concierge practice’s annual fee.
Insurance companies rarely will pay for the annual fee itself, but this can usually be paid for from an employee’s HSA, HRA or FSA account.”
By allowing employees to have access to professional, trusted healthcare guides, they can find the care options that make the most sense financially and health-wise in a complex, often confusing landscape.
Learn more about how you and your employees can improve your overall healthcare experience engaging in concierge-style customer service by calling Captiva Benefit Solutions.
We have the tools, expertise and connections to give your organization the personal care that makes a tremendous difference.