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Call Center

🎯 Service Positioning

The Call Center specializes in handling local patients' consultation and service needs, providing professional fertility treatment consultation services to US domestic customers.

📋 Main Functions

🏥 Patient Services

  • Initial Consultation - New patient phone consultation and information collection
  • Appointment Management - Schedule and manage doctor appointments
  • Insurance Verification - Assist patients with insurance coverage verification
  • Treatment Guidance - Answer patient questions about treatment processes

📞 Consultation Handling

  • Call Routing - Route incoming calls to appropriate departments based on different needs
  • Lead Follow-up - Professional follow-up services for potential clients
  • Information Collection - Collect patient basic information and medical history
  • Appointment Coordination - Coordinate doctor schedules with patient needs

🗂️ Documentation Navigation

🎯 Service Standards

⏰ Response Time Standards

  • Phone Answering - Answer within 3 rings, no more than 20 seconds
  • Email Reply - Reply within 4 hours on business days
  • Appointment Confirmation - Confirm appointment status within 24 hours
  • Follow-up Service - Follow up within 48 hours after initial consultation

📊 Service Quality Indicators

  • Customer Satisfaction - Target ≥95%
  • First Call Resolution - Target ≥80%
  • Call Connection Rate - Target ≥90%
  • Appointment Accuracy - Target ≥98%

👥 Team Structure

📞 Call Center Specialists

  • Primary Responsibilities - Answer calls, handle consultations, schedule appointments
  • Required Skills - Medical background knowledge, strong communication skills, bilingual preferred

🔧 Technical Support

  • Primary Responsibilities - System maintenance, data management, technical training
  • Required Skills - IT technical background, medical software experience

👨‍💼 Supervisory Management

  • Primary Responsibilities - Team management, quality monitoring, training guidance
  • Required Skills - Management experience, healthcare industry background

📈 Key Metrics

This Month's Performance

Metric Target Actual Status
Call Answer Rate 90% 92% Met Target
Customer Satisfaction 95% 96% Met Target
First Call Resolution 80% 78% Needs Improvement
Appointment Accuracy 98% 99% Excellent

🔔 Important Reminders

Confidentiality Agreement

All patient information is medical privacy information and must strictly comply with HIPAA regulations. Disclosure to any unauthorized personnel is prohibited.

Service Hours

Working Hours: Monday to Friday 8:00 AM - 6:00 PM (PST)
Emergency Contact: Emergency contact service available on weekends and holidays

Updates - Aug 13, 2025

  • Clearly communicate the two current promotional consultations and prices; avoid implying a “free consultation.”
  • For patients ≥42, note that the doctor may recommend egg donation depending on evaluation and optional $350 test results.
  • New patients requesting prescription renewals should consult their current provider, or schedule a promotional consultation for a second opinion/new plan.
  • Follow the physician schedule strictly and avoid double-booking. See: Doctor Schedule (PDF)

Page last updated: August 13, 2025