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Once you scan the QR Code, Patient Concierge will switch to a new screen for viewing your hospital bill. Check the following to help Patient Concierge recognize your bill:
- Lay your hospital bill on a flat surface for viewing and try to lay it as flat as possible.
- Make sure that you can see the entire hospital bill on your mobile device screen.
- Give Patient Concierge some time (about 30 seconds) to recognize the bill.
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Once Patient Concierge recognizes your hospital bill and the AR experience begins (Eve walks onto the bill), keep holding your device so you can view the entire bill on your screen. If you move away from the device after the AR Experience begins, Patient Concierge will lose focus of your hospital bill. If this happens, simply hold your device so you can see the entire hospital bill on the screen again and Eve will come back.
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Once Patient Concierge recognizes your hospital bill and the AR experience begins (Eve walks onto the bill), keep holding your device so you can view the entire bill on your screen. To explain one of the highlighted sections of your bill, tap that section on your device screen and Eve will walk to that section and explain it for you.
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Most likely the ring/silent switch on the side of your phone is turned to silent. Change this switch to ring and you should be able to hear Eve.
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Patient Concierge has predefined explanations about each section of your bill. If you still have further questions about your bill, you can visit us online by tapping either the "More.." link at the bottom of the page or "Pay Bill" to access your account information online. You may also speak to a live Patient Concierge by tapping "Call Concierge" at the bottom of the screen.
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While Patient Concierge is adapted for tablets/iPad, the application is optimized for the best experience when using mobile phones. You may run into unexpected challenges while using a tablet or iPad.
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Check to be sure you have Internet connection on your mobile device, either through WiFi or Cellular.
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Patient Concierge works with participating hospital bills only, reading the first page of your statement. If you do not see the Patient Concierge logo on you statement, it is likely this is not a participating bill and will not work with Patient Concierge.
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Patient Concierge will read the first, summary page of your bill.
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During the Augmented Reality experience, if you tap the hospital logo on your statement, Patient Concierge will launch a video with a special message from your hospital. In some cases, YouTube is asking that you prove you are not a robot as a security measure against spam. This can happens over mobile data networks sometimes. There are two possible ways to resolve this issue:
(1) Follow the instructions on the screen, check "I am not a robot" then tap "submit". You will be asked to select a series of pictures that match a description provided.
(2) Connect to a WiFi network and try again. WiFi networks do not appear to have this issue.