CryoCare Insurance Renewal (Revised)

CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V03

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CryoCare Insurance Renewal Date: 01/03/2013
Page No: Page 1 of 11
REVISION HISTORY
REVISION EFFECTIVE AFFECTED CHANGE DESCRIPTION
NO. DATE PAGE
0 01/03/2013 All New issue

REVIEWED BY APPROVED BY
Name Name
(Position) (Position)
Date: Date:
1. PURPOSE:
CRYOCORD SDN BHD
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To ensure client’s inquiries regarding CryoCare Insurance and its application are efficiently responded
following a systematic procedure.
To provide guidance to client that intends to apply for CryoCare Insurance.
2. SCOPE:
This procedure applies to all clients’ inquiries regarding CryoCare Insurance and its renewal application.
3. REFERENCES:
4. FACILITY, EQUIPMENT AND SUPPLIES REQUIRED:

NA
5. RESPONSIBILITY
One Stop Service Centre Staff
Sales Operation Department Staff
6. DEFINITION:
CSE/CSA
Customer Service Executive/Assistant
CCSB
CryoCord Sdn Bhd
7. PROCEDURE:
Flow Chart Description Record

CRYOCORD SDN BHD
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Attending to enquiries on Cryocare Insurance

Client calls in Phone call received from client. Customer Service
Executive/Assistant (CSE/CSA) will run verification
before they proceed with client’s enquiry. They have
to confirm client’s name and spouse’s name and also
1S2C Run verification their contact number. CSE/CSA log in to Autocount
with client & checks and key in client’s particulars in Debtor Daily Data record
Auto Count System Maintenance. CSE/CSA will record client’s details in
sheet
Daily Data Sheet.
CSE/CSA explains and introduces the CryoCare

Explain and give Insurance to the client. If the client is interested,
sufficient details to client CSE/CSA will email/fax the CryoCare-
for new sign up and Reimbursement Insurance For Cord Blood Stem Cell
renewal Transplant Form (Appendix 1). CSE/CSA will
request client to fill up the form and revert to us with
the payment details either by cheque or Credit Card
deduction.
CSE/CSA will explain to client on when their

CryoCare expired and will provide them the renewal
form via email/fax. CSE/CSA will request client to
revert to us with the payment details.
CSE/CSA will follow up with the client in 3 working

days. Case closed when CSE/CSA receive feedback
from client. If CSE/CSA did not get any response
from client after 7 working days, they may close the
case and update in their Daily Data Record sheet.
Case closed
Case is closed.
Attending to enquiries on Cryocare Insurance
Received email from Sales Operation Executive/ 1S2C Team Leader

client via InfoMail
CRYOCORD SDN BHD
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(SOE/ TL) receives email from client for the

CryoCare Renewal / CryoCare new application.
If client’s email address is differ from the one in

Reply to client’s email client’s details in Autocount, will inquire client if
and forward to 1S2C PIC they want to set the current email as their primary
email as our record purpose. Then, SOE/TL will
forward the email to 1S2C PIC.
Compilation and forward 1S2C PIC will compile and record in summary sheet
to PIC in Sales and submit to ASF Team on Monday & Wednesday.
ASF Team will revert back to 1S2C PIC every
Operation Department
Wednesday & Friday on the update.
1S2C will update client by email on the update. Case

Case closed is closed.
Attending to fax regarding ASF
CSE/CSA checks through the fax system for client’s

Received Fax from client
enquiries on Enrollment matter and forwarded the
faxed document by email to PIC and saved in Fax
Received Folder.
Daily data record
*A SMS acknowledging reception of the fax will be
sheet
made to the client.
Email the Fax to Sales
Operation Department – ASF Team PIC will revert to CSE/CSA after the
Enrollment Team payment has successfully being charge. CSE/ CSA
will send SMS to client on the update.
Case closed. Case is closed.
8. Records
i. CryoCare Renewal Notice
CRYOCORD SDN BHD
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ii. Daily Data record sheet
9. Templete
- Received client’s CryoCare reply slip by FAX
o Forward to PIC
Dear All,
CRYOCORD SDN BHD
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Good Day to you,

For your action, please find the attachment for client's Renewal Insurance reply slip.
We will compile the hard copy and submit accordingly.
"Think Stem Cells, Think CryoCord"
Thank you and have a nice day.
Best regards,
Nur Azmira bt Amir
Customer Service Executive (1S2C)
Sales Operation Department,
CryoCord Sdn. Bhd.
StemTech International Sdn. Bhd.
Tel: 03-8689 8888 Fax: 03-8689 8866
- Received client’s CryoCare reply slip by Email

o Reply to client
Dear (Client’s Name),
Good day to you,
CRYOCORD SDN BHD
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Received with thanks.

For your information, I will forward your email to respective department for their action.
We shall revert to you within 14 working days once the payment updated.
Best regards,
Nur Azmira bt Amir
CryoCord Sdn. Bhd.
Tel: 03-8689 8888 Fax: 03-8689 8866
- SMS Template
““Dear (Client’s name), this message is to inform you that, we have received your faxed in renewal
insurance slip. Thank you for choosing Cryocord. From (Your name).”
10. Update CryoCare Payment Status to Client’s Email Template

o Reply to client
Dear (Client’s Name),
Good day to you,
CRYOCORD SDN BHD
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Kindly be informed, your payment for CryoCare insurance renewal has successfully updated in our
record. The official receipt will be sent to your correspondence address in 14 working days.
Should there be anything that we can assist you further, please do not hesitate to contact us.
Best regards,
Nur Azmira bt Amir
CryoCord Sdn. Bhd.
Tel: 03-8689 8888 Fax: 03-8689 8866
11. Update Payment Status to Client via SMS Template
“Dear (Client’s name), kindly be informed, your payment for CryoCare insurance renewal has successfully
updated in our record. The official receipt will be sent to your correspondence address in 14 working days.
Thank you for choosing Cryocord. From (Your name).”
12. Appendix
CRYOCORD SDN BHD
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Appendix 1 – CryoCare – Reimbursement Insurance for CordBlood Stem Cell Transplant

CRYOCORD SDN BHD
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CRYOCORD SDN BHD
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CRYOCORD SDN BHD

Doc No: CC/CLIENTACCOUNT/1S2C/V03

4. FACILITY, EQUIPMENT AND SUPPLIES REQUIRED:

Flow Chart Description Record

Attending to enquiries on Cryocare Insurance

CSE/CSA explains and introduces the CryoCare

CSE/CSA will explain to client on when their

CSE/CSA will follow up with the client in 3 working

Attending to enquiries on Cryocare Insurance

Received email from Sales Operation Executive/ 1S2C Team Leader

(SOE/ TL) receives email from client for the

If client’s email address is differ from the one in

1S2C will update client by email on the update. Case

Attending to fax regarding ASF

CSE/CSA checks through the fax system for client’s

Case closed. Case is closed.

ii. Daily Data record sheet

Good Day to you,

"Think Stem Cells, Think CryoCord"

Thank you and have a nice day.

- Received client’s CryoCare reply slip by Email

Received with thanks.

"Think Stem Cells, Think CryoCord"

Thank you and have a nice day.

10. Update CryoCare Payment Status to Client’s Email Template

"Think Stem Cells, Think CryoCord"

Thank you and have a nice day.

11. Update Payment Status to Client via SMS Template

Appendix 1 – CryoCare – Reimbursement Insurance for CordBlood Stem Cell Transplant

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