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Faq 3

The Medical Grievance Module provides a platform for frontline sales teams to efficiently raise queries related to medical scheduling and processes. Users can access the platform via the Application Tracker and can raise queries on various topics such as diagnostic centers, home visits, and reports. Queries are addressed within 24 hours, and users can track their status through the same platform.

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22 views4 pages

Faq 3

The Medical Grievance Module provides a platform for frontline sales teams to efficiently raise queries related to medical scheduling and processes. Users can access the platform via the Application Tracker and can raise queries on various topics such as diagnostic centers, home visits, and reports. Queries are addressed within 24 hours, and users can track their status through the same platform.

Uploaded by

ghosalbidisha0
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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FAQs – Medical Grievance Module

1) What is the objective of this platform?

This platform is designed to provide an interface to the frontline sales teams to help them
quickly and efficiently raise queries related to medical scheduling and related processes.

2) Where can I access the platform

You can access the platform through Application tracker (Agent/Employee Login). Use your
domain id credentials to log in and view medical status.

3) How do I raise a query?

Step 1: Log in to Application Tracker as per existing process (Select Agent/Employee Login
& enter application number with domain id and password)
Step 2: You will be able to see Policy Proposal Details. Scroll down to check application
status.
Step 3: Under Application status, you will see: “Additional information is required “

Step 4: Click on Medical Details -> Raise Medical Query

4) What kind of queries can I raise?

Query can be raised related to below categories:

a. Diagnostic Centre Related


b. TPA Related
c. Home Visit Related
d. Report Related

Below is the list of queries for reference –


Diagnostic Centre Related
Long wait time at medical center
Non-Courteous/Rude staff at centre
Medical test had to be done in 2 different centers
Hygiene Issues at Centre/Hygiene of testing equipment
TMT machine not working, Dr Not available for USG, 2D echo
DC is asking for money
DC address shifted, not updated on google
Test could not be completed
Home Visit Related
Phlebo/Lab Technician didn’t come on time/ insisted to reschedule the appointment
Phlebo/Lab Technician not trained
Phlebo/Lab Technician is rude
Phlebo Hygiene issues
Hygiene Issues of equipment
BP/ECG/Other Equipment not functioning properly
Home Medicals opted but not serviceable
Male technician visited for female customer For: ECG test
TPA Related
Customer did not receive any call for appointment
Rescheduled the appointment without informing the customer
Incomplete test done
TPA is not serviceable on that pin code but marked as “Customer not responding
Report Linking
Delay in linking medical report
Medical Report is incorrect
Wrong client report uploaded
Test done but Report not uploaded
Report is not shared with client

5) How long does it take to get the response?

Your queries shall be addressed within 24 hours.

6) How can I track the status of my query?

You can track the status of your queries through Application Tracker -> Medical Details ->
Medical Query Status. The status will show as Open, WIP, or Closed.
7) Can I raise queries on behalf of a customer?

Yes. However, please ensure that you provide accurate customer details and a clear
description of their concern when submitting the query.

8) Whom can I reach if the query is not resolved in TAT?

If TAT of 24 hrs is completed, then the same escalation matrix is to be followed: SOM to be
contacted followed by ZOM’s

9) Availability time of TPA:

SN TPA Generic Email ID Availability

1 Welnext [email protected] 9:00 AM to 10:00 PM

2 Cardiotrack [email protected] 8:00 AM to 10:00 PM


3 Medibuddy [email protected] 9:00 AM to 9:00 PM

4 Health assure [email protected] 9:00 AM to 8:00 PM

5 Health India [email protected] 9:00 AM to 8:00 PM

10) If Query is under resolution and if there is further feedback, is there a feasibility to
add under same query or he has to raise fresh query post previous query is resolved:
If Query is under resolution and if there is further feedback in same category, - Error message
will be displayed: “You already have open query for this application. Please wait for this to
be resolved before raising new query”. But new query can be raised in different category.
11)What will be next course of actionable if given response is not accepted? Can
Salesperson reopen query if closed or he has to re raise query by sharing previous
queries reference
Salesperson can reraise the query if not accepted giving the earlier query number. The
continuous training is to be provided to sales team as well as TPA to minimize the issues.
Furthermore- Weekly Governance meetings are planned till the time the module is stabilized
and adopted by all stakeholders.
12)While raising query if medical appointment date and time is shared then either it
should populate error to choose date and time within specific range or an error
message to refer to medical booking page
There is no validation on Query Remarks. If new query is raised under same category before
it is closed- Error message will be displayed: “You already have open query for this
application. Please wait for this to be resolved before raising new query”.
13. What is the Fasting period for Medical Test?
10- 12 hours of fasting is required.
14. What documents are required to share with Medical Center/HV Technician
Any Valid Government id proof like Pan Card, Voter id, Passport, Aadhar Card, etc

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