Provide more than 1,900 times a month's "small hotline" of Longjiang Medical Insurance Unicom "Da people's livelihood"

In order to further conscientiously implement the deployment of convenience services in the field of optimization of the medical insurance field, our province innovatively builds the province's unified 12393 medical insurance service hotline in the province, and has achieved positive results in the nation's first medical insurance service 5G video office. 12393 The hotline upgrades the medical insurance service from a simple hotline to a comprehensive service platform for the "answer, processing, check" of the masses, and realizes a leap towards digitalization and intelligence. Cases, and write to the national "Fourteenth Five -Year Plan" National Medical Security Plan.

12393 Medical Insurance Smart Service Platform staff is serving the masses

It is understood that the people calling the 12393 hotline can not only consult the medical insurance policy, but also "face -to -face" to handle the medical insurance business. In particular, they can directly connect to the National Civil Security Library through the 5G video office function module to achieve online handling of 10 medical insurance business. At present, the 12393 medical insurance service hotline has accumulated a total of 1.291 million people's calls, and the service evaluation satisfaction has reached 99.7%. The video service items have increased from more than 300 people per month to more than 1,900 per month, of which high -frequency service matters are high -frequency service matters. The number of medical treatment in different places exceeded 50%, and the "face -to -face" service form was well received by the masses.

Solve the pain points and difficulties, and build the "Lianxin Bridge" serving the people

In recent years, there have been many new medical insurance policies, specific content and professionalism, and it is difficult for the masses to master; some remote regions have weak service forces, there are many original consulting services, and they can only consult and do not use them. People are inconvenient to use; many businesses need to use them; Face -to -face processing brings inconvenience to the people who work and live in different places. In response to the above -mentioned pain points that affect the satisfaction and sense of satisfaction of medical insurance services, Heilongjiang Province has in -depth application of digital and intelligent technology, integrates hotline numbers, and gives new functions, and actively builds a 5G video service hotline platform.

One is one yard number, so that the hotline can be found at any time. Integrate more than 400 medical insurance hotlines across the province to a short number 12393 that is convenient for memory, and interconnect with 12345 government service hotline and "Longjiang Medical Insurance" WeChat public account.

The second is to expand and upgrade to make questions about investigating things. Based on the establishment of a video identity authentication mechanism, fully provide various medical insurance rights inquiries, and incorporate 10 personal businesses including medical treatment and basic information changes into the service scope. "change.

The third is face -to -face communication to make remote services simple. It is not easy to use the choice of bustling keys and understanding the interface of human -machine interaction. Through online video exchanges, the insureds, especially the elderly, are as warm and convenient as the elderly, especially the elderly.

The fourth is intelligent response, so that medical insurance services do not snooze. Normalization updates and improves policy Q&A knowledge bases, with intelligent response engines, provide artificial intelligence services in non -office hours, and achieve 7 × 24 hours without snoring.

Strengthen the system construction and create a "booster" for high -quality services

To ensure service quality, our province has established a series of systems.

The first is the standard process. Start with answering, according to the consultation, inquiries, and different branches, unify the operation and exchange content of each step, and expand to the processing and reply of the work order that cannot be handled immediately.

The second is the unified standard. Uniform scene settings at the province's interview site and the business language, clothing instrumentation, and call indexes of the businessman's business language, clothing instrumentation, and calligraphy indicators to achieve the "three -in -one" of business and services.

The third is to strengthen training. Since 2022, more than ten training has been organized, covering the contents of document standards, job skills, psychological guidance, medical insurance policies, etc., and regularly carry out "competition and training" to stimulate the enthusiasm of the call personnel to improve the ability. Establish a rotation mechanism for all staff members to take over the heatline mechanism to lead the reporters to consciously improve their ability.

Persist in tracking and asking for effectiveness, refining the "tested gold stone" that the masses are satisfied with

In recent years, the province's medical security system has adhered to the needs of the masses, and whether the masses are satisfied as the measurement standards, and make every effort to make the 12393 service hotline into a Longjiang medical insurance boutique service brand.

The first is to investigate and study and ask for the people. Through the "10,000 people's online surveys", leading cadres "walking processes", squat investigation, window follow -up, etc., they have comprehensively grasped the demands of the masses and upgraded their services in a timely manner. At the same time, using the 12393 medical insurance service hotline intelligent exterior function to conduct a satisfaction survey of the caller, to form a comprehensive "no meeting" service system.

The second is to take multiple measures to strengthen supervision. Establish a supervisory platform covering 16 interview sites in the province, "good reviews", and complaint reporting platforms, and conduct full -time monitoring of illegal behaviors of the hotline service positions, and combine relevant service indicators to monitor the quality of the service site service. As of now, the hotline has been running for more than 8 months, and the service quality and efficiency have steadily improved.

Source: Lottery News

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