Mutual style and fitness year 丨 Changping District Medical Insurance Bureau: Grasp the style, put ability, and strive for first -class, and take multiple measures to promote service efficiency and improve!

A few days ago, the reporter learned from the Changping District Medical Insurance Bureau that since the launch of the theme activity of the "Construction of the Style", the Changping District Medical Insurance Bureau has taken the construction of enhanced capacity and work style as a key task. Combined with the actual situation of medical insurance work, we should take advantage of it, practical innovation, optimizing services, reality, comprehensively enhance service efficiency, and continuously enhance the sense of gain and happiness of the people in the jurisdiction.

Break the bulls consultation to zero to complete

Fully build the "No. 1 Consultation" for medical insurance

The Changping District Medical Insurance Bureau integrates multiple consulting telephones of the Medical Insurance Center to one to vigorously promote the "No. 1 Consultation" telephone service. By opening up the "zone" of consulting, establish a telephone consultation room to provide a quiet and independent service environment for consulting services. At the same time, establish a "24+7" consulting service model. By setting up language guidance services, self -service voice services are provided in non -artificial customer service time, answering the people's attention to higher standardization questions, and guiding the consultation people to pay attention to the public account of "Changping Medical Insurance" Self -service guidelines and self -service. In the working hours of artificial customer service, the Changping District Medical Insurance Bureau uses the knowledge base equipped by the system to improve the quality of service to ensure that the telephone consultation response to the caliber is consistent, and the service is achieved all over the weather.

"Our fixed consultation 'special person' and strengthen the sense of responsibility of consulting service." The relevant person in charge of the District Medical Insurance Bureau introduced that the "No. 1 Consultation" service is based on the main purpose of "affectionate, spring wind and rain, accurate answers, and affection". , Strengthen the use of consulting services for civilization, special personnel, responsibilities to be implemented, and establish suspicion issues to take over and transfer mechanisms, transfer to professional departments to follow up, and ensure that the satisfaction rate of the problem consultation is 100%.

The "No. 1 Consultation" service of the Changping District Medical Insurance Bureau also strengthened the training of medical insurance policy, focused on creating a "professional" consulting team. Through the central lecture hall and department training, focusing on the new regulations and new policies, and continuously strengthened the level of business knowledge. At the same time, relying on the operation system The knowledge base on equipped improves the professionalism of answers. Since the launch of the "No. 1 Consultation" in May this year, it has answered more than 12,000 related consultations such as the insured's maternity allowance.

Professional skills "Please come in"

"Discussion" in service improvement

In order to further improve the service quality of the staff of the Medical Insurance Office, standardize the service behavior of the window, and promote the standardized and standardized construction of government service work. From 6 angles, such as Sanzi instrument, window service specifications, and action communication skills, we gave detailed systematic explanations, and conducted in -depth exchanges and guidance in the form of demonstration drills, interactive communication, etc., and effectively improved the level of cadres' government service capabilities.

"Through training, we fully recognize the importance of service awareness and service etiquette. It will also be used in work, and strictly standardize its own service words and deeds. Provide enthusiastic, patient, professional and detailed medical insurance services to help optimize the business environment of medical insurance and improve service efficiency. "A medical insurance staff participating in the training said.

The Changping District Medical Insurance Bureau also organized a centralized discussion on the improvement of service capabilities, optimizing service measures in groups, and effectively doing "shop primary two" and "nanny -style" medical insurance services. Based on the "one -time settlement" it is good". At the same time, the establishment of the "Service Ability to Improve the Reward and Punishment System" is established to guide cadres to strive for excellence and obtain various praise of various types such as superior departments and the masses.

"We will also participate in the service of the masses with a more active and enthusiastic attitude and civilized language behavior, further improve the efficiency of window service, continue to optimize and upgrade the" one group of two teams and three positions, strive to be the most beautiful medical insurance brand project, continue to improve and change the change Work style, make every effort to create efficient, convenient, standardized, warm and warm -hearted medical insurance service services, promote the "style construction year 'theme activity, and effectively enhance the masses' sense of gain and happiness in the medical insurance field." The District Medical Insurance Bureau Relevant person in charge said.

Photo/Wang Xingyue

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