Day 1
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Who we Are ?
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Up Coming
8 30 320
Medical Centers Specialties Medical team
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Our locations :
Heliopolis
Sheikh Zayed
Maadi
Mohandseen
New Cairo
Youssef Abbas (Nasr City)
Ismailia square (Upcoming)
4 Alexandria
What we do
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Experience like no other :
• In addition to home visits service
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Home Visit Service :
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AXA OneHealth Value Proposition
State-of-the-art Medical Facility with highest
international standards
Unmatched in the market
Electronic Medical Record
“Peret” Global Brand
based on a secure cloud, Highly recognized name globally
accessible from any device
24/7 Emergency Services
offered highly trained Highly Trained Doctors and
doctors to handle medical staff on latest
emergencies via protocols & international
teleconsultation guidelines
Global Partnerships and
Primary Care International Affiliations
Family Medicine Specialist acts American Telemedicine Association, UK
as the gatekeeper to the patient General Medical Council on Good Medical
capable to treat all age groups, Practice and Primary Care International
and handle acute and chronic
Abiding to International Medical Quality
diseases
standards
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Having JCI accreditation among others
Specialties :
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Our doctors :
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Orientation
AXA OneHealth Specialties
Line of Business Specialty التخصص Duration
Family Medicine طب ارسة 15 Mins
Primary & Preventive
Breastfeeding/Lactation رضاعة 45 mins
Care
Check-up/Voucher With nurses 30 Mins
Endodontics(Root Canal) عالج جذور
Consultation: 20 Mins
Operative (Filling composites) عالج تحفظ Procedure: 45-60 Mins (according
to the doctor’s instructions)
Dental Prosthodontics/fixed(Crowns) تركيبات ثابتة
-Full mouth Scaling with Junior (45
Oral Surgery and Implantology (Extraction mins)
جراحة و زراعة -Periodontic (Deep scaling,tartar
& Implants)
treatment ,…)
Orthodontist تقويم
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Our Services :
• In addition to home visits service
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Our day care surgeries :
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14 Title of the presentation l Date CONFIDENTIALITY LEVEL
Digital Service :
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Why OneHealth ?
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OneHealth App :
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AOH – AXA Egypt
scope of work
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AOH – AXAE
Scope of Work
❖ AXA OneHealth & AXA Egypt are sister companies under the same Mother Company AXA:
• Approvals
• Second medical opinion
• AXA Life check-up
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CC General Induction
• Our core value: Customer Centricity.
• What’s the Customer Care main role?
• How to build rapport with the customer?
• What are the main interrelations a CCC has to deal with or go through?
• CC team work
• Clinics work tools
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What is customer care?
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Customer Centricity
• Customer Centricity means that we should
always put our customers first, they are the core
of our service.
• We always need to focus on creating a positive
experience for our customers, give them an
outstanding service and keep them satisfied.
• We always need to exceed our customer’s
expectation by putting ourselves in our
customer’s place.
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What’s the Customer Care main role?
a. Build a strong relationship with the customers.
b. Ensure smooth, satisfying customer journey.
c. Provide the customers with all information needed.
d. Provide the customers with all the help needed in any phase of the customer journey.
e. Always be keen to improve the customer relationship.
f. Know your customers & their language (avoid jargons)
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Building rapport with the customer
• Building rapport with the people you serve involves creating a personal connection with them and
getting them to know and like you.
• Building rapport creates trust between you and the patient.
• It helps in creating loyal customers.
• It allows you to understand your patient's feelings and communicate well with them.
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Empathy vs Sympathy
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How to avoid awkward moments of silence?
29 CONFIDENTIALITY LEVEL
How to avoid awkward moments of silence?
• While registration: - Explain what you are doing; don’t stay silent.
- Check on them (how are you doing?)/ how was your day?
- Do eye contact & Smile ; it is part of the conversation, even on the phone.
- Discuss their interests.
• While walking him to the nurse assessment/doctor:
- Make them feel comfortable.
- Explain to them what will be happening in the nurse assessment.
- Give them positive feedback about the doctor.
- Discuss ways that make their journey easier
*Always feel free to discuss anything related to the time/topic in hand. The above are only
suggestions/ ideas.
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How to avoid awkward moments of silence?
Always feel free to have a light conversation with the customer, to make him feel welcomed. Here are some ideas:
• Dr. X is really good, I hope he/she is of help to you
• We have el Mokhtabar in house
• New Memberships (for OOP)
• Nurse Assessment need
• Pre-Approval quicker flow
• Positive Events around the date (none related to AXA, Soccer game, Good Weather, Summer time, etc…)
*These are only suggestions/ ideas. Don’t repeat yourself. Be creative.
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knowledge is the key of our success.
Knowledge = Understanding, being familiar & knowing our Processes, Policies, Deals, Products,
Services, Specialties
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What to do if I don’t know?
!!!!!!متجودش
It’s ok not to know
everything
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What to do if I don’t know?
Go ask the Active Coach /MCS Communicate the answer
Apologize & excuse yourself
/Delegates/Senior mates YOURSELF
What if the answer is still not satisfactory for the
customer?
Don’t let him wait! PROMISE to get back to him
as soon as you get the answer
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Customer care
coordinator role
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What’s the Customer Care main role?
• Smooth Operations
• Clinic’s Responsibility
• CCC supplies (Claim forms, letter heads, stationary, stamps)
• Multiple relationships
• Patient Flow
• Communication & Reporting.
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What’s the Customer Care main role?
Clinic, Daily Checklist (BOD-EOD)
• Clinic’s Responsibility
• Opening: Check connectivity ,Applications, systems.
• Closing: Check safe box, store stamps, POS, lock all drawers.
• Property: Make sure everything is in place & neat.
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38 Title of the presentation l Date CONFIDENTIALITY LEVEL
What’s the Customer Care main role?
CC supplies
❖ Claim forms, letter heads, stationary, stamps, POS
o Always make sure you don’t run out of these things.
o Once you are about to reach the redline, communicate it to the
nurses.
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What’s the Customer Care main role?
Maintenance of interrelations with patients, doctors, and nurses:
• Eye contact.
• Feel as one team.
• Alarm on special cases.
• Communicate past feedbacks.
• Be transparent but give a positive message to the patients.
• In case of a complaint, communicate with the client team & follow up on it.
• Communicate with doctors.
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What are the main interrelations a CC has to deal with or go through?
• CC & among one another
• CC with patient (welcoming, check in, and check out)
• CC to nurses (to waiting area and assessment room)
• CC to doctors
• CC to report incidents to facility management
• CC to different departments (IT, finance, medical, quality & client teams)
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How to deal with
patients
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Patient Workflow
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Patient Journey - Clinic
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Insurance Card
Categories and patient
types
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Medical cards
Accepted
SMEs** Cards
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Types of patients :
1- Affinities -> Deals
2- Non-insured patients -> Anyone with no discount cards
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Medical cards
.1شعار أكسا
.2جملة " "Healthcare Membership Cardأو " Global Protect
"Health Planف الركن العلوي المقابل
.3صورة المستفيد
.4اسم المستفيد
.5رقم وثيقة التأمي ""Policy No
.6رقم العضوية ""Membership No
.7رقم الهوية ""ID No
.8اسم جهة التعاقد الت يتبعها المستفيد ""Policy Holder
.9المزايا " ،"Benefitsوتبي درجة اإلقامة/تغطية الحمل
والوالدة/تغطية األسنان/تغطية البرصيات/نسب ومبالغ التحمل
.10تاري خ بدء التغطية
.11تاري خ انتهاء التغطية
.12أي تعليمات خاصة
Benefits: [Link]/[Link], OP20%, MAT, DEN20%, PH30%, OPT,GLS
+Dental medication: from max ceiling / PH Co-ins applies
+Maternity medication: from maternity ceiling / Co-ins = 0%
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Medical cards
الشيط اإللكتون الممغنط ر .1
لشكة أكسا إيجيبت 16363 الخط الساخن ر .2
شعار أكسا ثالن األبعاد المضاد للتييف .3
أنظر الجدول أدناه .4
ر
الموقع اإللكتون للشكة [Link] .5
الرقم المسلسل للبطاقة .6
جملة " "Policy issued by AXA Egyptوالت تعت "وثيقة .7
صادرة من أكسا إيجيبت"
“This card is a property of AXA Egypt and is void is لشكة أكسا إيجيبت وتعت رب الغيةوالت تعت أن "هذه البطاقة مملوكة ر
ي ي
membership is terminated. This card must be presented to بانتهاء عضوية المستفيد .يجب تقديم هذه البطاقة لمقدم الخدمة
your medical provider to access discounted prices. Failure للحصول عىل أسعار التعاقد .عدم إظهار البطاقة قد يؤدي إىل عدم اكتمال
to produce this card for billing may result in your claim وشوط سداد المطالبة .استخدام هذه البطاقة يعت الموافقة عىل أحكام ر
ي
being only paid in part. Use of the card signifies the الت صدرت البطاقة تحت مظلتها". وثيقة التأمي ي
acceptance by the card holder of the terms and conditions
”of the policy under which the card is issued
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Peret:
Add the card number in the Policy number field and in the Membership is empty.
Claim Form:
Add the card number in the membership field / رقم العضويةand leave the policy field / رقم الوثيقةempty
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54 CONFIDENTIALITY LEVEL
55 Title of the presentation l Date CONFIDENTIALITY LEVEL
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Clinic & Roster rules
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Clinic basic rules:
Always be on time.
Once we arrive, everyone must wear the uniform.
Ensure Staff lounge cleanliness and raise the flag to Operation Manager to take
immediate action.
Make sure to sanitize your hands frequently on the desk.
Patients/ Visitors should test their temperature and use gel before entering the
clinic.
An open interaction or discussion with the patient, small talk about our
services and products.
Your body language – Be careful, it could look aggressive if you are not in the
mood.
Never ever leave your desk unattended.
Maintain a professional appearance, dress, hair,…etc.
Maintain low voice tones in all areas of the clinic.
Don’t sleepover in the clinic for any reason
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Clinic basic rules:
A disagreement between staff, between each other, or between CCC and
Lab technician, or,……[Link] disagreements must be under wraps , having
disagreements or misunderstanding between staff is normal, and
understandable. However, patients should never be able to detect strained
relationships or even signs of nervous tension between staff members.
No food allowed in the clinic or on desk , only in staff lounge.
There is no mine, everything is ours .
Chewing doesn’t look good.
Smoking is not good, but let’s respect each other’s, after smoking, if there is
a smell, please consider our patients, visitor, and colleagues, please ask the
team member to wash his/her hands & take a mouthwash.
Breaks are important but don’t take extensive ones, while not leaving desk
unattended.
Every patient is a VIP.
Please inform everyone do not speak on mobile in the corridor and patient
areas.
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CCC – Complaints Submission to CX Team
Receive in-clinic complaint and fill in complaints
template
Email to [Link]@[Link]
Copy MCS into the email
Note: Please do not copy in the whole CCCs team
Please be sure to fill in all the fields of the template if possible
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Lost & Found Procedures
Any lost item should be handed to the Security guard at OneHealth Medical
Center and inform MCM and CCC Lead.
Lost items are recorded in the Security logbook.
Any patient/ visitor who comes to the Medical Center team members reporting
that he has lost an item, shall be directed to the Security desk.
A lost Item shall be handed to his owner with accordance to the description &
after showing national I.D. to record his data, then to sign upon receiving it.
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Roster rules
Off queue to serve on desk if needed.
New batch never serve on desk alone.
No doctors' appointments in your shift, either on your break or
after shift.
Don’t check in for yourself.
Morning shift to leave desk at 4:00 pm & Evening shift to leave desk
at 8:00 pm for closing.
Extra tasks to be assigned in roster as "back office" if not it's not
accepted to do tasks in your shift unless it's aligned with MCM.
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Thank you
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