Step 1: Initial Intake
Gather essential client and patient details.
Required Information:
Client Name
Contact Number
Patient’s Full Name & Date of Birth
Patient’s Address
Corporate Name (if applicable; can be marked “Individual” if not corporate)
Preferred Start Date & Urgency Level
Step 2: General Patient Overview
Age
General Health Condition
Mobility Status: (Mobile / Semi-Mobile / Bedridden)
Any Medical Support Required? (e.g., medication, feeding tube, oxygen)
Night-time Assistance Needed? (e.g., toileting, feeding, repositioning)
Step 3: Care Requirements (Select all that apply)
Caregiver Services
Specific Tasks: (e.g., personal hygiene, bathing, mobility assistance)
Hours Needed Per Day / Week
Caregiver Preference:
Gender: Male / Female / No Preference
Qualification: Basic Caregiver / Trained Nurse Nursing Services
Type of Care Needed: (e.g., wound care, injections, catheter care)
Frequency: Daily / Weekly / As Needed
Any Specific Medical Conditions or Treatments? Housekeeping Services
Tasks Required: (e.g., cleaning, laundry)
Frequency: Daily / Weekly Meal Preparation Services
Cooking Support Needed? Yes / No
Dietary Restrictions or Preferences (e.g., diabetic, vegetarian)
Meal Frequency: Daily / Weekly
Step 4: Logistics and Scheduling
Care Location (if different from patient address)
Expected Working Hours (Day / Night / 24×7)
Will resting space be provided for caregivers? (Yes / No)
Duration of Services Needed (Short-term / Long-term, specify days or weeks)
Step 5: Payment Information No need to ask these questions for our zealver plan only ask when its an individual or a reference
Who is paying? (Client / Family / Corporate / Insurance)
Is it covered by insurance? Yes / No
Preferred Payment Method: (Cash / Bank Transfer / Card / Other)
Step 6: Emergency & Special Considerations
Any Emergency Medical Needs? (e.g., seizure risk, frequent falls)
Special Equipment In Use? (e.g., oxygen machine, hospital bed)
Any other specific instructions or considerations? Submission & Confirmation
Submit all collected information to the concerned team.
Concierge team reviews and shares the pricing.
Confirmation call or message sent to client with service start date and caregiver/nurse details.
Notes:
For individual clients, simply skip or auto-fill “Corporate Name” as “Individual.”
Ensure the client receives a follow-up within 24 hours of the request.
Concierge Script
Step 1: Initial Greeting
Agent:
“Good [morning/afternoon], this is [John] from Zealver. I noticed you tried reaching out to our customer support. How may I assist you today?”
Step 2: Member States Service Requirement
Member:
“I’m looking for [Home Care / Nurse / Caregiver / Housekeeping / MRI / etc.].”
Agent:
“Thank you for letting me know. Let me quickly check your details.”
Step 3: Verify Member Information
- If details are available from Exotel or Medixcel:
[Proceed with checking corporate and plan coverage] - If details are not visible in Medixcel:
Agent:
“I’m not able to retrieve your details at the moment. Could you please confirm your registered phone number so I can verify ?”
Step 4: Check Service Eligibility Based on Plan
- If the service is covered under the member’s corporate plan:
[Proceed with arranging the service] - If the service is NOT covered under the plan:
Agent:
“Okay Ma’am/Sir, the service you’re requesting—[Home Care / Nurse / Caregiver / Housekeeping / MRI / etc.]—is not included in your plan. However, we can still arrange it under our Health Concierge service, which is chargeable but priced very reasonably compared to market rates.”
Step 5: If Member Asks About Pricing
Member:
“I’d like to know the charges for [Home Care / Nurse / Caregiver / Housekeeping / MRI / etc.].”
🟦 For Home Care, Nurse, Caregiver, or Housekeeping Services:
Agent:
“Of course, I just need a few details to proceed:
- Who is the service for? (Patient’s full name)
- Age of the patient?
- Type of service? (Day shift, night shift, or 24-hour care)
- Preferred service time?
- Duration? (For how many days is the service needed?)
- Service location? (Complete address including any landmarks or special instructions)
Once I have this information, I’ll share the exact pricing with you shortly.”
🟧 If the member wants Price charges for concierge tests
For MRI or Lab Tests (outside plan coverage):
Agent:
“Got it, Ma’am/Sir. You’d like pricing for [MRI / PP test / Uric Acid test / etc.], correct?”
Member:
“Yes.”
Agent:
“Thank you. I just need to confirm a few details to proceed:
- Your full name
- Registered email address
- Contact number
- Address where the test would be required (if applicable)
Once I have this information, I’ll coordinate with our partner labs.”
Agent:
“It will take up to 24 hours to get pricing from our medical partners. Once we have the details, we’ll reach out to you either via email or phone call.”
Step 6: Close the Call
Agent:
“After you receive the price details, you can confirm whether you’d like to proceed with the service.”
Agent:
“Is there anything else I can assist you with today?”
Member:
“No, that’s all.”
Agent:
“Thank you for contacting Zealver, Ma’am/Sir. Have a wonderful day and take care!”
Mail Draft for Concierge Requests
Subject: Concierge Request – Service Details and Member Information
Dear [OPS Team],
I hope this message finds you well.
The following concierge service has been requested by one of our members. Please find the details below:
- Service Requested: [Homecare / Nurse / Housekeeping / Caregiver / MRI / etc.]
- Member Name: [Member’s Full Name]
- Contact Number: [Member’s Contact Number]
- Member’s Address: [Full Address with any relevant landmarks if provided]
- Corporate Name: [Corporate/Employer Name]
Kindly coordinate and confirm the availability of the requested service at the earliest. Please let me know if you require any further information or clarification.
Thank you for your support.