PhilHealth launches call center

Published by reposted only Date posted on February 21, 2011

MANILA, Philippines—The state-run Philippine Health Insurance Corp. on Monday unveiled its own call center tasked to respond to inquiries of its members across the country.

“We built this call center so our members can easily contact us to ask questions, like their pin numbers, benefits, status of payments,” Evelyn Bangalan, senior manager of PhilHealth’s Physical Resources and Infrastructure Department, told the INQUIRER.

The PhilHealth formally launched the P30-million project in Mandaluyong City on Monday coinciding with the celebration of its 16th founding anniversary. The call center started its operations early February.

Bangalan said that in the past they have been receiving complaints about members having difficulty in reaching their former hotline number.

“We have so many dropped calls and a lot of people could not get through to the trunkline. Imagine our clients include SSS (Social Security System) and GSIS (Government Service Insurance System) beneficiaries, indigents and overseas Filipino workers… So we really had to do something about our communication problems,” Bangalan said.

Bangalan said the call center, manned by 10 customer relation agents, efficiently administers the incoming volume of requests for information over the phone.

She said an agent can handle at least 2,000 calls each day using the Internet-based telephone connection.

The call center, located at the PhilHealth headquarters on Shaw Boulevard in Mandaluyong City, can be reached at (02) 441-7442 from 8 a.m. to 5 p.m. on weekdays. –Niña Calleja, Philippine Daily Inquirer

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