PhilCare Reaffirms Commitment to Customer Service in 2016; Opens New QuickAssist Center in VRPMC

Following a dynamic year where its 2015 exceeded growth expectations with 17% increase in revenue, pioneering health maintenance organization PhilCare is putting focus on providing an exceptional customer experience for its members.

Leading the ribbon cutting for the launch of the PhilCare QuickAssist Center at VRPMC are (from L to R): Ms. Veronica Regina Vergel De Dios-Garcia, VRPMC administrator; Ms. Noemi G. Azura, PhilCare president & CEO; Ms. Sonny Nono, customer experience head, PhilCare; Ms. Victoria P. Vergel De Dios, president of VRPMC and Dr. Norma Ona, VRPMC director.

Part of its strategy is to put up QuickAssist Centers in leading hospitals where members holding a Premiere (gold) card can proceed to the QuickAssist Center for immediate assistance on their Letter of Authorization (LOA) issuance, health coverage inquiries and basic consultation is made available. Currently, PhilCare maintains QuickAssist Centers at the Makati Medical Center (MMC) and at The Medical City (TMC), with plans to open more within the year in major Metro Manila hospitals.

“The opening of the PhilCare QuickAssist centers is our way of simplifying the process of availing health benefits for our members. With the QuickAssist Centers, members who hold the Premiere (gold) membership card can get immediate assistance from our well-trained front liners, making their hospitalization process more convenient and less stressful for our members. What we are aiming for is to lessen the waiting times that is usually associated with hospital visits,” shares Noemi G. Azura, president & CEO for PhilCare.

Top PhilCare and VRPMC executives,  with lifestyle bloggers. In the middle are (L to R) Jaeger Tanco, chairman of the board, PhilCare; Ms. Noemi G. Azura, president & CEO of PhilCare; Ms. Victoria P. Vergel de Dios, president of VRPMC and Ms. Veronica Regina Vergel de Dios Garcia, administrator.

Azura adds, “The PhilCare QuickAssist center supplements the presence of our PhilCare liaison officers who are already present in all major hospitals accredited with PhilCare. These liaison officers serve and assist PhilCare members in ensuring that their hospital stays are worry-free and convenient—doing tasks from validating our members’ health benefits coverage to lessening the hassle of paper work usually associated with hospitalization.”

The PhilCare QuickAssist Center is located on the ground floor of the Victor R. Potenciano Medical Center (VRPMC) located in EDSA Avenue, Mandaluyong City. It is immediately accessible upon entry within the VRPMC’s newly-renovated lobby.

As one of the first HMO in the countries, PhilCare continues its push forward to a more dynamic growth in 2016 through new products and innovations due to be launched all throughout the year. Aside from keeping its eye on more robust growth this year, the HMO company, through Azura’s leadership is also putting more emphasis on customer service—setting a challenge throughout the organization to always deliver for good customer experience. PhilCare began by gradually replacing its traditional membership cards with a NFC-capable version which lessens time of validating member coverage. The HMO company also continues to accredited more hospitals, clinics and doctors nationwide. PhilCare is currently accredited in more than 1,000 clinics and hospitals nationwide. 

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