In 2012, PhilHealth introduced a roster of competent workforce called Customer Assistance Relations and Empowerment Staff (CARES) and deployed them to government and private Health Care Institutions (HCIs) nationwide. This program was designed to respond to the increasing needs of members who seek immediate services and assistance at the point-of-availment in hospitals.
PhilHealth CARES are registered nurses tasked to provide personalized assistance to PhilHealth members and dependents who are confined in hospitals. They are stationed in visible areas of the hospitals where members can easily approach them and seek help in facilitating documentary requirements, availment procedures and addressing other PhilHealth related concerns.
They also play an integral role in fighting off fraudulent activities by serving as PhilHeath gatekeepers in HCIs. Over the years, their desks have become points of convergence for member feedbacks and complaints. They are also assigned to do random exit interviews with patient-members to check if they actually received ample services from the hospital.
Equipped with knowledge on PhilHealth’s programs and policies, they assert member rights through regular information-education campaigns. Should one need assistance with PhilHealth matters, they are ready to serve and extend help – truly living up to their title as “PhilHealth CARES”.
Currently, there are 26 PhilHealth CARES assigned in various hospitals in Davao region.Kleah Dublin, PRO-XI
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