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FAQ

Frequently Asked Questions

  • How do I get the Patient Concierge app?
    Go to the AppStore on an Apple iPhone or GooglePlay on an Android device and search for "Patient Concierge". Tap "Get" (iPhone) or "Install" (Android) to install the app. You may be asked to verify your purchase. There is no charge for Patient Concierge.
  • Does Patient Concierge cost anything to install?
    No. Patient Concierge is free to download and install.
  • Do I need to use Patient Concierge to pay my bill?
    No. You can make a payment online, by mail or by phone using the information provided on your bill. Patient Concierge assists you by explaining your bill and providing shortcuts for making a payment or accessing information about your account online.
  • What Mobile devices does Patient Concierge work with?
    Patient Concierge is designed for
    • iPhone┬« 6 or later versions
    • Android ┬« 5.0 or later versions
  • How does Patient Concierge work?
    Patient Concierge is a mobile application designed to interact with your hospital bill. With Patient Concierge you can "Scan & Explain My Bill" using "Augmented Reality". An animated avatar, Eve, appears to help explain your bill. You can experience the Patient Concierge AR experience for yourself by following the steps below:
    1. Lay your bill flat
    2. Tap "Scan & Explain My Bill"

    3. Line up the QR Code located on your bill between the visual guides shown on your smartphone

    4. Scan the QR Code on your bill

  • What is Augmented Reality and how does Patient Concierge use it?
    Augmented Reality is a technology that superimposes a computer generated image on a user's view of the real world. Patient Concierge uses your mobile device camera to recognize your hospital bill and superimpose an interactive, animated experience over the image you see on your device.
  • What is a QR Code and how does Patient Concierge use it?
    Short for "Quick Response" code, a QR Code is similar to a barcode or UPC code. QR Codes store information in a series of black and white squares forming a pattern. The pattern is generated based on the information included in the code. QR Codes most commonly contain URL or text information and are readable by most mobile device cameras. Patient Concierge has a QR Scanner designed to read the QR Code on your statement. The QR Code tells Patient Concierge which type of statement it is about to read, so it can scan and explain your bill correctly.
  • Is all the information shown on my bill safe while I'm using Patient Concierge?
    Yes. Patient Concierge does not copy, store or exchange any personally identifiable information (PII) while you use the application. Patient Concierge uses Augmented Reality technology to recognize your hospital bill and provide information to help explain your bill and offer shortcuts to resources where you may pay your bill or find more information online.
  • I get the error "Oops..something went wrong; We did not recognize the QR code you scanned. Please try again." What do I do?
    There are a few reasons why this error might appear.
    1. There may be more than one QR Code on your statement. Make sure you are scanning the QR Code closest to the "Patient Concierge" logo or in the Patient Concierge section of your hospital bill. Tap OK to try again.
    2. Check to make sure your Mobile Device is not in "Airplane" mode. Airplane mode disables all connectivity (Cellular and Wifi) on your device. You will need to leave Patient Concierge to check and return to the app to try again.
    3. Sometimes light can be a problem for your mobile device camera. Make sure there is no glare on the QR code when you are scanning.
  • I am trying to scan the QR code on my statement, but nothing is happening. What do I do?
    There are a few reasons why this may occur.
    1. There may be more than one QR Code on your statement. Make sure you are scanning the QR Code closest to the "Patient Concierge" logo or in the Patient Concierge section of your hospital bill.
    2. Your camera may be too far away or too close to the QR code. The QR Code needs to be in focus to scan. Try holding your camera 5-6 inches above the QR Code when you scan it.
    3. Sometimes light can be a problem for your mobile device camera. Make sure there is no glare on the QR code when you are scanning.
  • Patient Concierge isn't recognizing my hospital bill after it scans the QR Code, what do I do?
    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:
    1. Lay your hospital bill on a flat surface for viewing and try to lay it as flat as possible.
    2. Make sure that you can see the entire hospital bill on your mobile device screen.
    3. Give Patient Concierge some time (about 30 seconds) to recognize the bill.
  • Patient Concierge recognized my hospital bill and Eve came out, but she disappeared. What happened?
    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.
  • Patient Concierge recognized my hospital bill and I want Eve to explain a section of my bill. How do I do that?
    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.
  • I am using an iPhone. Scanning the QR code and reading the bill worked fine, but I cannot hear Eve. What's wrong?
    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.
  • Can I ask Patient Concierge/Eve questions about my hospital bill?
    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.
  • Will Patient Concierge work with by Android Tablet or iPad Device?
    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.
  • While using the Scan & Explain My Bill, I tapped the hospital logo on my bill. A video launched, but would not play. Why?
    Check to be sure you have Internet connection on your mobile device, either through WiFi or Cellular.
  • I don't see the Patient Concierge logo on my paper bill? Will Patient Concierge work with my bill?
    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.
  • Will Patient Concierge read all the pages in my bill?
    Patient Concierge will read the first, summary page of your bill.
  • When trying to view the message from my provider, I am prompted to "please click here to watch this video on YouTube". What should I do?
    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.