Coordinating Medical Call Center

tel.:011 411 5300

1. The client call our coordinating center

2. Answer the phone with kindness and professional

3. Search the client in the CRM in order to see that his contract is active

4. Listen carefully to the customer’s request

5. Record the client's request in the co-ordination center's excel file

6. Inform the customer about the progress of his request, on the same day

7. Communicate with the clinic that the client wishes to schedule the appointment

8. By the end of the day we must have scheduled the client's appointment

9. Send the approval form (the previous day of the appointment) to the clinic in
order to be aware of client’s movement (check up, medical visit, etc) and of the cost
that he / she asks for (if any) based on our agreement (agreement between NHS
and clinic).

Notices:

1) Please check the voicemail message when customer call our coordination center

2) Be totally informed about the benefits of our medical network

3) We must manage every request with professionalism.

4) It would be good to have very good relationship with some persons from the
clinics (pick up details from some contact persons)