1. Since its establishment, the Municipal Medical Insurance Bureau has opened websites, WeChat official accounts, lobby service desks, public consultation telephones and other channels to provide consulting services for the masses, which have been well received by the masses. Due to the lack of a national unified medical insurance service hotline, people lack more efficient consultation methods for problems in the field of medical security.
2. With the support of the municipal government, relying on the existing resources of the competent department of hotline 12345, the Municipal Medical Security Bureau officially started the preparatory work for the opening of hotline 12393 in September in accordance with the requirements of "parallel dual numbers and unified management". After more than 60 days of hard work, the hotline 12393 medical insurance service has been fully prepared, making it the first in our province except the pilot.
3. Huang Guangzhen, director of the Medical Insurance Bureau, said that after the opening of the 12393 medical insurance service hotline, it will be parallel to the 12345 government hotline "even number" to provide "7×24 hours" all-weather manual service. The general public can call the 12393 or 12345 service hotline to ask questions related to medical insurance. Xuzhou Medical Insurance will adopt the closed-loop visual management mode of hotline work orders, implement standardized and standardized service processes, and implement working mechanisms such as immediate reply, time-limited handling, and supervision of return visits, effectively solving the problems such as "the consultation hotline is too scattered, the service phone can't get through, it is difficult to check the progress of handling, and it is difficult to investigate the responsibility of handling affairs" and realizing the "No.1 response" of the medical insurance hotline service.
4. For the consultation request, the attendant will reply immediately at 12393 according to the data of the medical insurance knowledge base and medical insurance system, and more complicated inquiries can be transferred to the medical insurance special seat; For the medical insurance business claims that cannot be answered online, they will be transferred to the medical insurance department at the same level in the form of work orders, and the medical insurance department will settle them within a limited time, and feed back to the claimant according to the requirements of hotline process standard 12345; For the medical insurance business demands, follow up and supervise the whole process according to the work requirements of the municipal hotline 12345, incorporate the "good and bad reviews" management mechanism, and pay a timely return visit to the problem solving situation and service satisfaction.
5. Medical security is related to the vital interests of 9.6 million insured people in our city. 12393 medical insurance service hotline was officially opened, and 12345 government service hotline realized "even number parallel", which is the first step to optimize people's livelihood and facilitate the people. In the future, Xuzhou Medical Insurance will continue to enrich and improve the function of 12393 hotline, promote the deep integration with 12345 service hotline, strengthen the application and management assessment of information technology, build a unified, accurate, efficient and convenient 12393 hotline service system in an all-round way, and realize the "quick connection, accuracy and easy answer" of medical insurance hotline service.