The increasingly fierce competition in the medical market, so that the hospital must provide customers with better quality services and humane care, the full implementation and embodiment of the "customer-centered" service concept, to provide customers with pre-diagnosis, diagnosis, diagnosis, etc., perfect, comprehensive, high-quality integrated services to ensure the survival and development of hospitals. Service, so as to ensure the survival and development of the hospital, and to accomplish this mission, relying only on the existing hospital institutions is obviously not feasible, because the existing institutions of the general hospital does not have such integration functions, therefore, the need to set up a specialized agency responsible for providing customers with an integrated service, which is the hospital's customer service center (Customer Department), through this specialized agencies, hospitals can be targeted to provide customers with a comprehensive, comprehensive, high-quality integrated services. Can be targeted to provide customers with perfect service,
Customer service center is a specialized agency within the private hospital, "service first" is the purpose of the customer service center, around the purpose of providing customers with pre-diagnosis, diagnosis, diagnosis, etc., perfect, comprehensive, high-quality integrated services, then we need to do a good job of customer service management. Then we must do a good job of customer service management.
Scope of customer service duties
? Customer service center to the community to publish the center's telephone number and the hospital's Web site, QQ number, acceptance of health
health consultation (including on-site consultation), booking experts, booking tests, booking home health care, mailing checklists, e-mail contact, consultation assistance, customer phone call back to a variety of forms of pre-clinical - consultation - post-clinical services.
? For customer inquiries, the customer service staff to seriously answer, detailed explanations, all of the professional
strong problem, can not accurately answer, we must hate to politely tell the customer to find a professional department or expert consulting, and informed of the phone number.
? Do a good job of network consulting, booking and other related work, pay attention to the timely response to the spot.
? The company's mission is to provide the best possible service to its customers by providing them with the most up-to-date information on the latest developments in the field of medical technology.
Doing a good job of registering customers for consultations and appointments, and keeping track of daily statistics. The company's goal is to provide the best possible service to our customers, and to provide them with the best possible service in the market. To be able to provide the best service to our clients. In-depth study of various clinical and medical departments and other related departments to collect information on various medical technologies and services
To provide customers with better consultation and medical guidance services.
? Familiarize yourself with the functions of each department and the medical technology projects carried out; familiarize yourself with the specialties of each specialist, the time of consultation and the time of specialist consultation; master the triage of various common diseases and the knowledge of prevention; understand the value and clinical significance of the test report, and communicate with each department to work closely with each other.
? For customers to distribute a variety of laboratory tests, checklists, to help handle a variety of diagnostic certificates, there is a need to mail or
the telephone notification, to be within one hour of the results out of the process.
? For the hospital customers in the process of receiving services, there is a need to help, provide timely help, special
Customers need to be accompanied by the examination and treatment to be accompanied (including waiting for customers to billing, payment, medication, escort all kinds of examination, treatment and other work)
? Responsible for the full service of the hospital customers. When the outpatient departments have customers who need to be hospitalized, immediately notify the customer service center in the outpatient hall, and the center will send someone to help customers with all kinds of procedures for admission, and send customers to the wards and hand them over to the doctors and nurses in charge. When the corresponding department receives the customer, it will immediately start the customer service procedures of the department and the doctors and nurses, and utilize all kinds of high-quality services and service innovation measures of the hospital to carry out the whole process of service for the customer's diagnosis, treatment, care and life. ? Where the department puts forward the need to help with discharge procedures, to assist in the discharge procedures.
For special circumstances need to leave the hospital immediately discharged customers, by the customer himself or his family to sign a power of attorney, and leave the deposit and need to pay the hospital money, etc., to make an appointment to get the invoice of the time and the way, the customer can be the first to leave the hospital. By the center on behalf of the discharge procedures, and then according to the agreed time or way to the hands of the customer (the customer to the center to retrieve or sent by the center to send home).
? Responsible for the discharge of the customer's telephone return visit, customer service information summary, analysis and collation, monthly
analysis report for the leadership and decision-making of the relevant departments.
? The company is responsible for the training of doctors and nurses in etiquette, leading and managing the work of the doctors.
? Responsible for customer complaints handling, weekly fill out (hospital service opinion form), will be a week of customers on the hospital
hospital service comments and suggestions to organize, sent to the marketing department in charge.
? Do a good job of sending various promotional materials of the hospital.
? Plan to cultivate a loyal customer base for the hospital.
Customer service norms
1. Establish the "customer-centric" service concept, positive, active and enthusiastic to provide customers with humane, personalized, quality and high quality services.
2. All customer service staff of the center should be unified professional attire, wear a badge and light makeup on duty, so that the instrument is dignified, neat and generous, and receive every customer and their families with a full spirit.
3. The use of civilized language, so that customers have to welcome the voice, ask the voice of the answer, leave the voice of the send. Implementation of the first question system,
patiently answer, take the initiative to care for the needs of customers for customers to solve problems.
4. Seriously answer all kinds of incoming calls, accept network consulting information, and respond to all kinds of incoming calls,
consultation with a spirit of vigor.
5. prohibit customer service phone, network for work-related aspects (such as chatting, surfing the Internet)
6. consciously abide by the norms of medical ethics, labor discipline, hospital rules and regulations.
Customer service center workflow
1. Under the leadership of the hospital director to carry out the work, and is responsible to the director.
2. Develop customer service goals and tasks and performance assessment methods, complete the task and assessment on time.
3. Strictly implement the scope of customer service duties and service standards.
4. Work closely with the Business Department, Marketing Department, Planning Department.
5. Coordinate and work with other departments and divisions in the hospital.
The core of hospital marketing management is customer relationship management, marketing functions mainly focus on hospital marketing planning, organization, coordination and business guidance, it is not possible to be responsible for the full range of customer services, so the hospital in the establishment of the marketing function, but also must set up a customer service center, and into the hospital's marketing system management, while the customer service center must also strengthen the hospital's various departments and sections of close cooperation. The close cooperation with the hospital departments and departments, as long as the real "customers think of, the hospital to ensure that", "customers can not think of, the hospital to think of customers," then, the hospital's services will be able to obtain the satisfaction of the customer and loyalty.
Consulting
1. under the leadership of the director, is responsible for the hospital consulting telephone answering, interpretation, registration, statistics and other analytical work
2. continue to improve their own professionalism, proficiency in relevant service etiquette, skills and customer communication skills, grasp the psychology of the clinic and be able to grasp the attitude of the service process, interpretation, persuasion, etc., and techniques
3. p> 3. Do a good job of call registration management, registration, including age, gender, course of the disease, medical history, disease, address, telephone, intention to consult, concerned about the content of the general registration and intention to consult, health advice, price comparisons, consumption habits, economic status, type of personnel and other directional registration.
4. Mastering the internal and external environment, departmental layout, personnel status, expert specialties, technical projects, instrumentation and equipment prices, business dynamics, etc., often take the initiative to communicate with the relevant departments, diligent liaison, timely update of the relevant information to achieve accuracy, the expert consulting the phone to timely and accurate telephone transfer calls.
5. Familiarize yourself with the business knowledge of the major specialties and the contents of the advertisements in each issue.
6. Do a good job of consulting the statistics, analysis of the work of incoming calls, regularly fill out statistical analysis report.
7. Establishment of a general register of incoming calls, implementation of database type management, the establishment of a statistical mechanism for consulting incoming calls and hospital visits to achieve the rate of statistics, the establishment of a consulting feedback mechanism for daily visits to patients the next day to make a call back and make further excavation plan