14 February 2023 17:26

An Open Door Day was held at the Call Center of the State Agency on Mandatory Health Insurance

On February 14, an Open Door Day was organized for media and civil society representatives at the Call Center "1542" of the State Agency on Mandatory Health Insurance. The purpose of the Open Door Day is to familiarize the participants with the operation of the Agency's Call Center, to demonstrate the processes of answering and recording calls, and to answer their questions.

At the end of last year, the operations of the Call Center were improved and adapted to modern requirements. The number of relevant personnel has been increased, and relevant work has been carried out to improve the system of receiving, automatic registration, and the prompt response of inquiriers.

Narmina Ramazanova, the head of the Call Center service, said that the measures taken are aimed at simplifying the Center’s application process and increasing citizens' satisfaction: "Since November of 2022, a new software has been installed to allow full automation of the operation of the "1542" Call Center. The software allows for the management of relations with applicants, registers received calls, and provides a database, overall accountability, and live monitoring of the quality of work."

N. Ramazanova also spoke about other innovations related to the operation of the Call Center: "Since November, a new line (1542-3) for mandatory health insurance has been put into operation for the issuing of referrals. By calling this line, citizens can get answers to their questions about the procedure of issuing referrals to public and private health facilities under the insurance. To date, 3,926 inquiries have been answered in this regard. In addition, the Call Center provides services in Russian and Azerbaijani languages. A total of 1,171 inquiries in Russian have been answered since November."

The Agency's Call Center has a total of 42 employees. As of January, the Center received an average of 814 calls per day. During these calls, the average waiting time was 22 seconds, and the average conversation time with citizens was one minute and nine seconds.

It should be noted that, in 2022, the Call Center received a total of 216,252 inquiries. Of these, 42,694 inquiries were received on the mandatory health insurance line, 12,489 inquiries were related to disability issues, 6,471 inquiries were related to the coronavirus pandemic, and 154,598 calls were received on the operator contact line. All inquiries received prompt responses, issues requiring investigation were submitted to relevant structural units, and applicants were informed about the results of investigations.

The Agency's Call Center operates on five hotlines. The Call Center's mandatory health insurance line (1542-1), disability issues line (1542-2), referral line (1542-3), the coronavirus line (1542-4), which is active five days a week from 09:00 until 18:00, and the operator contact line (1542-0), which operates 24/7.

It should be noted that it is possible to call the "1542" Call Center free of charge from landline and mobile phones in any region of the country.