With the increasingly fierce competition in the medical market, hospitals must provide better services and humanistic care for medical customers, fully implement and embody the service concept of "customer-centered", provide all-round, all-round and high-quality integrated services for medical customers before, during and after diagnosis, and ensure the survival and development of hospitals. To accomplish this mission, it is obviously not feasible to rely only on the existing institutions of the hospital. Because the existing institutions of general hospitals do not have such integration function, it is necessary to set up a special institution to provide integrated services for customers. This institution is the hospital customer service center (customer department). Through this special institution, the hospital can provide perfect services for medical customers in a targeted manner.
Customer service center is a specialized institution of private hospitals, and "service first" is the purpose of customer service center. In order to provide comprehensive, comprehensive and high-quality integrated services for medical customers before, during and after diagnosis, customer service management must be done well.
Scope of customer service responsibility
? The customer service center announces the telephone number, website, QQ number and the acceptance information of our hospital to the public.
Various pre-diagnosis-in-diagnosis-post-diagnosis services, such as health consultation (including on-site consultation), appointment of experts, appointment of examinations, appointment of family medical care, mailing list, email contact, medical assistance and telephone call back to customers.
? For the customer's related consultation, the customer service staff should seriously answer and explain in detail, which is very professional.
If you have a strong question and can't answer it accurately, you should politely tell the customer to consult a professional department or expert and tell him the telephone number.
? Do a good job in network consultation, appointment and other related work, and pay attention to timely reply.
? Do a good job in customer consultation and appointment registration, and do a good job in daily statistics and follow-up in place. ? Do a good job in customer consultation and appointment registration, and do a good job in daily statistics and follow-up in place. ? Go deep into various clinical and medical departments and other related departments to collect various medical technologies and services.
Information, to provide customers with better consulting and medical guidance services.
? Familiar with the functions of each department and the medical technology projects carried out: familiar with the expertise of experts in each department, out
Consultation time and expert visit time: master the knowledge of triage and prevention of various common diseases; Understand the numerical value and clinical significance of frequently made inspection reports, communicate with various departments and cooperate closely.
? Distribute all kinds of checks and lists to customers, assist in handling all kinds of diagnostic certificates, mail or
If it is an incoming call, it should be completed within one hour after the result comes out.
? It is special that customers who come to the hospital in the process of receiving services need timely help.
If customers need to accompany them for examination and treatment, they should accompany them (including pricing, paying fees, taking medicines and escorting various examinations and treatments, etc.). ).
? Responsible for the whole service of hospitalized customers. When a customer in the outpatient department needs to be hospitalized, inform him immediately.
In the customer service center in the outpatient hall, the center sends special personnel to help customers go through all kinds of procedures for admission, and always sends customers to the ward and gives them to the doctors and nurses in charge. After receiving the customer, the corresponding departments immediately start the customer service process of departments, doctors and nurses, and provide the whole service for the diagnosis, treatment, nursing and life of customers by using all kinds of high-quality services and service innovation measures of the hospital. ? All departments need help to go through the discharge formalities, and assist them to go through the discharge formalities. Yes, there are some special things.
For discharged customers who need to be discharged immediately, they can sign a power of attorney by themselves or their families, and leave a deposit slip and hospitalization expenses. , arrange the time and way to receive the invoice, and the customer can leave the hospital first. The center will go through the discharge formalities, and then deliver it to the customer according to the agreed time or method (the customer will pick up the goods at the center or deliver them to the door by the center).
? Responsible for the telephone return visit of discharged customers, summarize, analyze and sort out customer service data once a month.
Issue an analysis report for leaders and relevant departments to make decisions.
? Responsible for etiquette training for doctors and nurses, leading and managing medical guidance.
? Responsible for handling customer complaints, fill in (hospital service opinion form) every week, and report customers to doctors within one week.
Arrange the service opinions and suggestions of the hospital and send them to the marketing department.
? Do a good job in sending all kinds of publicity materials in the hospital.
? Plan to cultivate a loyal customer base in the hospital.
Customer service specification
1. Establish the service concept of "customer-centered" and actively, proactively and enthusiastically provide customers with humanized and personalized quality services.
2. All customer service personnel in the center should wear uniform professional clothes, badges, light makeup, dignified, neat and generous, and receive every medical customer and their families with full spirit.
3. Use polite language, let medical customers say hello, ask questions and answer questions, and send them while walking. Implement the responsibility system of first inquiry,
Answer patiently, take the initiative to care about customer needs and solve problems for customers.
4. Seriously answer all kinds of calls, accept network consulting information, and reply to all kinds of calls in high spirits.
Consultation.
5. It is forbidden to use customer service telephone and Internet for work-related purposes (such as chatting and surfing the Internet).
6. Consciously abide by medical ethics, labor discipline and hospital rules and regulations.
Customer service center workflow
1. Work under the leadership of the hospital director and be responsible to the director.
2. Formulate customer service objectives, tasks and performance evaluation methods, and complete the tasks and evaluation on time.
3. Strictly implement the scope of customer service responsibilities and service specifications.
4. Work closely with Operation Department, Marketing Department and Planning Department.
5. Coordinate the relationship with other departments and departments of the hospital.
The core of hospital marketing management is customer relationship management. The marketing function department is mainly responsible for hospital marketing planning, organization, coordination and business guidance, but not for comprehensive customer service. Therefore, after setting up the marketing function department, the hospital must also set up a customer service center and bring it into the hospital's marketing system management. At the same time, the customer service center should strengthen the close cooperation with all departments of the hospital, as long as it truly achieves "what the customer thinks, what the hospital promises to do" and "what the customer can't think of"
Consulting work
1. Under the leadership of the director, be responsible for the answering, interpretation, registration, statistics and other analysis of hospital consultation calls.
2. Constantly improve their professional level, master relevant service etiquette, skills and customer communication skills, master the psychology of seeing a doctor, and master the discretion and skills of attitude, explanation and persuasion in the service process.
3. Do a good job in the management of home visit registration, including age, gender, course of disease, medical history, disease type, address, telephone number, intention to see a doctor, targeted registration of nursing content and intention to see a doctor, health consultation, price comparison, consumption habits, economic situation, personnel type and other general registration.
4. Master the hospital internal and external environment, department layout, personnel status, expert expertise, technical projects, equipment charges, business dynamics, etc. , and often take the initiative to communicate with relevant departments, frequent contact, timely update relevant information, to be accurate, expert consultation telephone should be timely and accurate transfer.
5. Be familiar with the professional knowledge and advertising content of each issue.
6. Do a good job in the statistics and analysis of telephone consultation, and fill in statistical analysis reports regularly.
7. Establish the telephone consultation book, implement database management, establish the statistical mechanism of consultation telephone and hospital visits, establish the consultation feedback mechanism, make a telephone call back to the patients who see a doctor every day the next day, and make further excavation plans.