About 1000 insurance representatives of the contact center SOGAZ-Med from Kaliningrad to Chukotka, every day they accept requests from the insured, answering questions about the provision of medical care, about the choice of a medical organization, about the choice of a doctor, about obtaining a compulsory medical insurance policy, about the organization of the work of a medical institution and others.
For the first half of 2020, specialists SOGAZ-Med received over 477 phone calls. In June, the number of telephone calls of the insured increased by more than 000 thousand. The share of calls to the contact center of the SOGAZ-Med insurance company is more than 10% of the indicator throughout Russia.
When more complex applications are received by the contact center, which are beyond the competence of insurance representatives of the 1st level, the issue of the insured is decided by insurance representatives of the 2nd or 3rd levels.
So, for example, for the first half of 2020, insurance representatives SOGAZ-Med Of the 2nd level, 105 oral applications were received, and the insurance representatives of the 600rd level – 3. The activities of insurance representatives of the 8nd level are aimed at organizing informing and accompanying insured patients in the provision of medical care. Tier 500 insurance representatives are expert doctors who are able to provide assistance in the most difficult situations.
By contacting SOGAZ-Med, the insured can be sure of the competence of the specialists answering the call. Insurance representatives of the company regularly improve their qualifications. The training program “Insurance representative of the first level (contact center specialist)” is organized on the basis of a special course of the Corporate Training Center SOGAZ-Med… The program is designed for 42 academic hours and consists of the stages of mastering educational and methodological materials, including those presented in the format of video lessons and video lectures, and an internship with a mentor at the workplace. At the end of the course, specialists undergo final certification. Only employees who have successfully passed the tests are issued a certificate of professional training.
Contact center during a pandemic
In the context of the introduction of restrictive measures in front of the contact center SOGAZ-Med the task was to ensure round-the-clock continuous reception and processing of incoming telephone calls from patients in the new conditions. Contact center specialists were provided with full-fledged workplaces and received and processed incoming calls in the format of remote work.
In a short period, including with the help of distance learning technologies, we prepared a group of new specialists to work in the contact center. Thus, the company increased the number of insurance representatives of the contact center in the face of an increased number of calls, while maintaining high standards of service quality.
Most often, the reasons for appeals regarding COVID-19 are related to questions about where and how to take a test for the presence of coronavirus infection, how medical organizations work during the quarantine period, how to get medical care or apply for a compulsory medical insurance policy.
“SOGAZ-Med pays great attention to working with oral requests from insured patients,” says Dmitry Tolstov, General Director of SOGAZ-Med Insurance Company. “We are closely monitoring the situation in each of the 57 regions where the company operates. Taking into account the growth of requests during the period of coronavirus infection, we had to restructure the work of the contact center, additionally train insurance representatives working there, and significantly supplement the list of their knowledge on topical issues related to the development of the coronavirus pandemic.
The situation with COVID-19 is constantly changing and there are significant differences in its development from territory to territory. Therefore, the company, working closely with the Federal MHI Fund and the All-Russian Union of Insurers, quickly reacts and reorganizes the work of the contact center so that the insured can quickly receive the most relevant information. “
What insurance representatives can help you with
Each person insured under the CHI needs to know what questions you can contact the representatives of your medical insurance organization that issued the CHI policy:
if the patient is asked for money for the provision of medical care within the framework of the compulsory medical insurance program;
the patient is offered to purchase medications prescribed by a doctor during treatment in a XNUMX-hour hospital or day hospital;
the conditions for the provision of medical care are violated, including the waiting times for medical care provided in a planned manner;
the patient is denied medical care under the compulsory medical insurance.
Do not hesitate to seek help or advice from insurance representatives. Record your insurance company’s contact center phone number in your directory.