A few days ago, the standardized service hall of Changning District Medical Insurance Center was newly opened after reconstruction. The newly opened service hall has scientifically planned six functional areas, making the functional layout more reasonable and the service experience more convenient, forming a standardized, efficient, convenient and warm medical insurance service scene.
Walking into the Shanghai Changning District Medical Insurance Affairs Center located at 702 Wuyi Road, the new service hall is eye-catching. The main color of beige is bright and warm with the streamlined space design. In addition to the improvement of appearance, many practical functions have been added to the service hall.
"Compared with before, the whole hall has a smoother flow and more diversified services. Wu Ying, deputy director of the District Medical Insurance Affairs Center, told reporters that due to the relatively narrow and long hall space, the functional areas are arranged in order from the outside to the inside. The original inner number pick-up counter was moved forward to the door, and the left and right sides of the entrance were respectively created with self-service functional areas, online business experience areas and service desks, and the remaining internal space was used as a comprehensive reception functional area and a call queuing waiting area, and at the same time, the embedded policy was directly connected to the functional area.
According to reports, the self-service functional area on the left is mainly for residents to handle simple, high-frequency and fast business matters such as the replacement of medical records and medical insurance information inquiry. Currently, there are two self-service kiosks in the service hall, one of which is available 24 hours a day. "There is a 24-hour self-service machine in the area connected by this side door, and residents who need to go to work during the day and are inconvenient to handle business can also come here directly. Wu Ying introduced.
The online business experience area connected to the self-service functional area is equipped with a "one-network service" service terminal, where residents can experience online services such as medical insurance personal information inquiry and insurance certificate printing, so as to promote the complementary integration of "online + offline" business. This is also the biggest difference between the new service hall and the previous one. Wu Ying said, "The assistant staff at the consultation desk can guide and assist the residents, and synchronize the operation of the church online and offline, so that they can do a lot of things at home in the future, and there is no need to make a special trip." ”
There is also a "super-large screen mobile phone" in the corner of the online business experience area, which is the "handheld digital intelligent medical insurance handling service platform" jointly created by the District Medical Insurance Bureau and China Unicom, and it is also the first time that China Unicom has created a digital intelligence device with practical functions in the field of medical insurance. The device implants the high-frequency online platform of medical insurance, such as the "National Medical Insurance" APP and the "Sui Bid" APP, into the "mobile phone screen" for residents to experience and use, and residents can actually complete the medical insurance network affairs in the whole process with the swipe of their fingertips. It is understood that in the future, the District Medical Insurance Bureau will also rely on this large screen to produce a "digital medical insurance Xiaoning" that can respond to real-life AI automatic medical insurance policies.
There are two staff members at the information desk on the right, who can provide medical insurance policy consultation and business guidance services. "Some residents don't know exactly what operations to do, what policies are there, and some matters can be handled without going to the window, so they can go to the service desk first to consult and save waiting time. Wu Ying said. In addition, it is also a "green channel" in the service hall, which can give priority to special groups such as people with disabilities.
"We used to have 10 windows, now we have seven. Wu Ying told reporters that the current service window focuses on the front desk order acceptance, and then circulates through the background, and the process is faster and more efficient. Coupled with the diversion assistance between the self-service kiosk and the information desk, the number of windows has been reduced, but the efficiency has been greatly improved.
The new queuing waiting area is equipped with comfortable sofas, call plates, drinking water equipment, reading glasses and other convenient facilities, which not only meet the needs of business functions, but also fully consider the reasonable needs of the masses. Double-row curved sofas enhance the comfort of waiting, a call sign erected in the middle makes it easy for residents to check the progress, and streamlined counters and ceiling lights create a warm and flexible atmosphere in the lobby.
How do college students participate in medical insurance? How to receive maternity insurance? These common problems are sometimes "blind spots" for residents. In order to let residents better understand the medical insurance policy, a paper policy publicity display is set up in a corner of the waiting area, and two electronic screens are hung on the wall, rolling to play insurance payment, electronic medical insurance certificates, remote filing, family mutual aid and other content, so as to comprehensively improve the awareness rate and awareness of residents of medical insurance policies.
It is understood that the District Medical Insurance Affairs Center will standardize management, optimize services, comprehensively improve the experience of medical insurance management services, further improve the precision level of medical insurance governance through "soft services + hard facilities", and effectively promote offline services "only one door" and online services "all in one network", and at the same time pay attention to publicity, so that more residents know the policy and know the handling, and constantly optimize the management of medical insurance, so as to better provide a full range of medical insurance management services for the general public.
Part of the picture comes from the District Health Insurance Bureau
Written by: Tan Yimao
Editor: Chen Sha
Editor-in-charge: Wang Bo
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