Concierge is Maxillo's phone receptionist. It answers routine calls, books appointments it is allowed to book, and hands everything else to you as a request. Calls are transcribed, never recorded. This article covers what lands on your desk and how to clear it.
Before you start
- In the Reception workspace the Concierge page is labelled Enquiries in the navigation. The page itself is headed Concierge.
- The Today page shows a summary under Enquiries & handoffs. Press All to open the full queue.
- If the page shows Concierge is switched off, an owner or manager needs to set opening hours and bookable appointment types before it can take calls.
Steps
Read the queue
- Open Enquiries. The right-hand panel is Reception queue with a count of open items.
- Each item is tagged with its type: Booking request, Reschedule, Cancellation, New patient, Callback, Message or Admin. Below the caller's name you see their phone number, a one-line summary in their own words, and the time of the call.
- A Review first tag means the caller mentioned something clinical, such as pain or swelling. Deal with these before anything else. An unverified tag means Concierge could not match the caller to a record, so check identity before making changes.
Take ownership of an item
- Press Acknowledge on the item. It changes to Seen so colleagues know someone has it.
Action each type
- Booking request — open Diary, book the appointment for the times the caller asked for, and call or message them to confirm.
- Reschedule or Cancellation — find the appointment in the diary and move or cancel it as described in Rescheduling and Cancelling.
- New patient — check under Patients that the caller is not already registered, then book them and send Welcome if Concierge has not already done so.
- Callback — ring the caller from the practice number shown at the top of the queue. Their number is on the item.
- Message and Admin — pass the message on or complete the task requested.
Close the item
- Press Done. You are asked What was done? (optional). A short note such as booked for Tuesday helps the next person.
- If the request needs no action, for example a duplicate, press Dismiss.
Look back at a call
- Recent conversations on the left lists each call with its purpose and status: Active, Completed, Abandoned or Handed off.
- From the Today page, press View call on the Concierge card to open the Concierge call page with the Transcript and Outcome.
What happens next
Items you mark Done or Dismiss leave the queue and the Enquiries count on the Today page goes down. The outcome you typed is kept with the request. Appointments Concierge booked itself appear in the diary straight away with the status Scheduled and do not create a queue item unless something needs your attention.
Common problems
- The queue is empty but the caller says they left a message — check Recent conversations for the call. A call marked Abandoned ended before a request was captured. Ring the caller back.
- I pressed Done by mistake — the item cannot be reopened from the desk. Action the request from the diary or patient record as normal.
- Nothing new is arriving — look for the Concierge is switched off notice at the top of the page and ask a manager.