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Call centre at jpnatc


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Call centre at jpnatc

  1. 1. Call Centre & Software Development at JPN Apex Trauma Centre, AIIMS
  2. 2. Call Centre Division: contactSMT <ul><li>CALL CENTER AT: </li></ul><ul><ul><li>NOIDA: 196 SEATS </li></ul></ul><ul><ul><li>FOCUSED ON HEALTH CARE INDUSTRY </li></ul></ul><ul><li>OPERATES CALL CENTERS 24 HRS A DAY </li></ul><ul><li>STATE-OF-THE-ART INFRASTRUCTURE WITH INBOUND/OUTBOUND FACILITIES </li></ul><ul><ul><li>VOICE </li></ul></ul><ul><ul><li>DATA </li></ul></ul><ul><ul><li>WEB </li></ul></ul><ul><ul><li>EMAIL </li></ul></ul><ul><li>REDUNDANT INFRASTRUCTURE </li></ul><ul><li>MODERN FACILITIES </li></ul><ul><li>SOFTWARE DEVELOPMENT: </li></ul><ul><ul><li>INTEGRATION </li></ul></ul><ul><ul><li>CRM </li></ul></ul>Our Objective To establish a global company which would deliver state-of-the-art technological solutions and services to the global markets. Our Vision We are committed to build a world-class business processing outsourcing company that is respected, for its quality of people, processing & relationship. Our Mission Putting your business in touch with people & reducing your operational costs - Effectively, Efficiently & Competitively <ul><li>We Serve </li></ul><ul><li>Leveraging more than a decade of SM Telesys's Telecom, IT and consulting experience, with a proven track record of performance, we partner with you to provide you the entire spectrum of BPO services using our experience, industry insights, proven and repeatable methodologies through the highly trained, motivated & skilled human resources & latest technology adoption. </li></ul><ul><li>We serve domestic & international clients in: </li></ul><ul><li>Healthcare </li></ul><ul><li>Telecom & Wireless </li></ul><ul><li>Govt. Sectors </li></ul><ul><li>MG-NREGA </li></ul>
  3. 3. CALL CENTRE FOR INTEGRATED HOSPITAL HELPLINE AT JPN APEX TRAUMA CENTRE, AIIMS 98683-98579, 011-4040-1010 Inside view of the call center
  4. 4. Integrated Hospital Helpline <ul><li>  In another first by JPNATC for India & possibly the world , an integrated call centre started operations for JPN Apex Trauma Centre. </li></ul><ul><li>SM Telesys has a pioneered in providing services that include not only call center for the patients & doctors but a total back office support to the entire hospital. We integrated JPNATC existing database with our Customized CRM to offer round-the-clock services that include: </li></ul><ul><li>1.  Patient Services: Appointments, follow-ups, Complete Diagnostic Info & much more. </li></ul><ul><li>2.  Hospital Staff Services: Maintaining appointments & rosters, sending information to staff via voice, SMS & email in regards to appointments, patient info, rosters (or changes thereof), attendance updates, research, data mining and much more. </li></ul><ul><li>3.  Hospital Back Office Services: Inventory management, routine maintenance, network management, bio-metric attendance management, reporting's & much more. </li></ul><ul><li>4. Software Integration/Development </li></ul>
  5. 5. Patient Services <ul><li>Appointment Settings & follow-up </li></ul><ul><li>Appointment Reminders </li></ul><ul><ul><li>Voice </li></ul></ul><ul><ul><li>SMS </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Diagnostic data storage & information to patients </li></ul><ul><ul><li>Complete Patient Record Access </li></ul></ul><ul><ul><li>Reports Access & date wise improvement graphs </li></ul></ul><ul><li>Information regarding charges & procedures </li></ul><ul><li>All other queries </li></ul><ul><li>Centralized helpdesk & support </li></ul>
  6. 6. Hospital Staff Services <ul><li>Staff </li></ul><ul><li>Roster Information on </li></ul><ul><ul><li>Email & </li></ul></ul><ul><ul><li>SMS </li></ul></ul><ul><li>Reschedule Roster </li></ul><ul><li>Attendance management </li></ul><ul><li>Access control management </li></ul><ul><li>Network & Security management </li></ul><ul><li>Complaint handling </li></ul><ul><li>Tech Support </li></ul><ul><li>Web-site development & Management </li></ul><ul><li>Doctors/Faculty </li></ul><ul><li>Remote Secretarial Services </li></ul><ul><li>Appointment setting & reschedules </li></ul><ul><li>Diagnosis & Procedure during last appointment/admission </li></ul><ul><li>Roster information </li></ul><ul><li>Up-to-date Patient Information on phone/CRM </li></ul><ul><li>Patient’s Diagnostic reports on Email or voice 24x7 </li></ul>
  7. 7. Hospital Back office services <ul><li>Customized CRM development incorporating: </li></ul><ul><ul><li>Staff Details </li></ul></ul><ul><ul><li>Rosters </li></ul></ul><ul><ul><li>Patient Record </li></ul></ul><ul><ul><li>Diagnosis Detail </li></ul></ul><ul><li>Website development & maintenance </li></ul><ul><li>Email & remote access to specified staff </li></ul><ul><li>Data mining & upkeep </li></ul><ul><li>Inventory management & support </li></ul><ul><ul><li>Online & telephonic support </li></ul></ul><ul><ul><li>AMC maintenance </li></ul></ul><ul><ul><li>Follow-up with vendors </li></ul></ul><ul><ul><li>Warranty follow-ups </li></ul></ul>
  8. 8. Software Integration/Development <ul><li>It was crucial to integrate with the Hospital Database & software so that the call center has the most up-to-date information on the Patients, Staff, Doctors & other processes in the Hospital. SMT has integrated in the following way: </li></ul><ul><li>·  Integration: Integrated existing VistA HIS Database with a custom built CRM for the Hospital accessing: </li></ul><ul><ul><li>Patient Diagnostic Records </li></ul></ul><ul><ul><li>Appointment details </li></ul></ul><ul><ul><li>Procedures & Diagnosis </li></ul></ul><ul><ul><li>Recommendations & much more </li></ul></ul><ul><ul><li>Integration with GTM databases and make it available on the website </li></ul></ul><ul><li>·  Development: SMT has developed a complete Healthcare CRM software totally integrated in real time with the Vista GTM database helping JPNATC to take care of their patients effectively, efficiently & economically. </li></ul><ul><li>·  Connectivity: SMT connects with Hospital through dedicated link to get real time information. </li></ul><ul><li>  </li></ul>
  9. 9. Services for JPNATC <ul><li>1.  Completely outsourced and scalable: This frees up valuable real estate at the hospital besides potentially decreasing the overheads like electricity, parking and toilets which an on-site facility would use. Being completely scalable, we can quickly ramp up operations in line with increased demand and in case of disasters. </li></ul><ul><li>  </li></ul><ul><li>2. Professional operations: We provide best-in-class service to JPNATC with quality control at every stage and 100% call recording for auditing and quality purposes. </li></ul><ul><li>  </li></ul><ul><li>3. Patient services: With the main thrust on improving the quality of patient care, the call centre manages all appointments and follow-up of patients for the Hospital. The call centre also answer queries on all admitted patients and provides information on all diagnostic & therapeutic services available, the procedure and pricing of getting a specific service or test done and the approximate wait-times. This information helps in empowering the patients coming to the hospital & obviate the need to approach anyone physically for information. </li></ul><ul><li>  </li></ul><ul><li>4. Research: Research is one of the key mandate of any hospital and SMT facilitates research by ensuring follow-up of patients, administering surveys and ensuring authenticity of data. </li></ul><ul><li>  </li></ul>
  10. 10. <ul><li>5. Personnel job responsibility management: Job responsibilities have been defined for all staff in every department. The call centre administers a checklist telephonically to the employees at the end of each shift (shift-handoff) to ensure compliance and accountability. </li></ul><ul><li>  </li></ul><ul><li>6. Centralized help desk & support: We take over the responsibility of logging & initial troubleshooting software & hardware problems all over the hospital and this helps in providing professional 24 X 7 support services. </li></ul><ul><li>  </li></ul><ul><li>7. Inventory Management & support: We act as the single window for all civil, mechanical, and equipment related issues for the hospital. The call centre can provide completely audit trail for any breakdown or even and follow up with the vendor and end user to ensure optimal utilization of resources. </li></ul><ul><li>  </li></ul><ul><li>8. Network & Security management: The call centre actively monitors the hospital’s local area network (LAN) and pro-actively detect any threats and events in the network. </li></ul><ul><li>  </li></ul><ul><li>9. Biometric attendance management: JPNATC now have all staff under mandatory biometric attendance system. We manage the biometric system remotely to ensure compliance and accountability. </li></ul>
  12. 12. JPNATC website by SMT
  13. 14. Conference Micro-site
  14. 15. Registration for Conference
  16. 18. CRM: Staff Details & Search
  17. 19. Appointment Data & Search
  18. 20. Patient Data & Search
  19. 21. Complaint
  20. 22. SMS to Staff/Faculty
  21. 23. Appointment Details on CRM/Email
  22. 24. THANK YOU