Difference Between Concierge and Front Desk Staff
When people take that first step toward placing a loved one in a senior care facility or retirement community, it’s not something they take lightly. People often consider the different levels of quality care communities will offer after moving a loved one into a home, but what people don’t usually think about is the level of care they get at first contact. This contact can make or break a sale.
There are typically three different types of contacts a potential lead can have before making a decision on where to live: receptionist, concierge, and contact center. However, the levels of quality you get can vary greatly depending on each type.
What is a Receptionist?
A receptionist is a person hired by a community or business to answer the telephone and greet visitors. “When a potential resident calls an assisted living facility, the receptionist will answer the phone, and transfer them to someone else…usually a sales coordinator,” Julie Kerr, Senior Director of SeniorVu’s Contact Center Services explained. “There are usually only one or two receptionists, so if you leave a message, it can take a long time for them to call you back.”
A receptionist will sometimes be the initial point of contact for potential residents and their families while they consider relocation. Timing is everything when it comes to returning voicemails, providing community information, and setting up tours. And even though a receptionist can provide a positive first impression, it is not their job to vet potential residents, so a person who gets a call back may not realize that Medicaid doesn’t cover cost of living or that the facility doesn’t provide the services they need. This can waste both the senior’s time, their family’s time, and the facility’s time.
What is a Concierge?
“A concierge is a senior community employee whose job is to assist residents by arranging transportation, scheduling doctor’s appointments, and helping with vacation travel,” said Kerr. Concierges are extremely important to a senior after they move into a senior living community or assisted living facility. The concierge takes care of all the details so the residents don’t have to. They provide a smoother experience and a stress-free atmosphere whenever possible.
Concierges can even help potential residents with information on the grounds and community while they are visiting a facility. Ultimately, however, you won’t be able to take full advantage of everything a concierge has to offer until you actually live in a particular community.
What is SeniorVu Contact Center?
Perhaps one of the most important points of contact for senior living leads is the SeniorVu Contact Center. The team is also known as the Family Advocate Mentor (FAM) Team. The contact center, run by Kerr, currently has 18 professionals standing by. “We are different from any other call center,” said Kerr, “with people who have social services, financial, and educational backgrounds, all at the ready to provide information.” Each member of the FAM Team goes through Sherpa training, meaning they are trained to be empathetic, to not only listen but hear the person on the other end of the line, and to be where that person is. “We don’t just regurgitate information,” Kerr said. “We guide them emotionally, mentally, and financially. We have a more personalized conversation that’s geared toward their needs and helping them.”
The SeniorVu Contact Center is a lot more than just an answering service for senior living community leads. The FAM team also takes calls from doctors, community vendors, and people applying for jobs within a community. Kerr said, “We vet positions from people who’ve applied through ZipRecruiter or a senior community’s own website.” We reach out to those leads, and if they pass those initial questions, we schedule interviews, but we don’t do the final hiring; that’s up to the communities.”
How is the SeniorVu Contact Center Better than A.I.?
Artificial intelligence (A.I.) has come a long way in the past decade, and is smart enough to have full conversations with people, sometimes without their knowledge. When it comes to contacting a business, it’s often a pleasant surprise when you get a real person on the phone. SeniorVu’s Vice President of Sales, Jonathan Bryant, knows the importance of having a real person on the other end of a call, especially when you’re making one of the most important purchases of your and your loved one’s lives. “What I think it comes to with A.I. engaging humans and the emotional nature of our buying decisions, is that in the end, you need to have a connection with an actual person. If you only give people an opportunity to converse with a robot, then you’re going to have poor results.” Bryant said.
“Automation simply cannot replace what we do,” Bryant continued. “When we’re talking about caring for our loved ones, when you’re making a decision, you want the very best care for the dollar spent for the people that you love the most. We have to have engaging conversations with our customers to show that we care. In my experience, I think for most of our clients and the industry, these are families that deserve to be engaging with people who understand the culture of care.”
Want to speak to a SeniorVu Contact Center rep about a place for your loved one?
Contact SeniorVu. SeniorVu is the essential Lead and Applicant Manager solution for senior living organizations. From 24×7 Crisis-Line phone support to Job Applicant handling to engaging and nurturing incoming sales leads, SeniorVu’s Contact Center and Business Intelligence software gives senior living operators the consistency and transparency needed to deliver a great experience for everyone involved in the senior living journey. Support your communities by leveraging the power of the SeniorVu “Virtual Assistant” and regain control today. For more information call SeniorVu at (816) 895-8829. https://www.seniorvu.com/