ValuCare@21: Innovative and reliable health care for all
A healthy, robust and energetic workforce is the key element that ranks high up as one of the most important capital of any company. Healthy employees provide numerous benefits for their employers; they are more energetic and focused at work, guaranteeing increased productivity. They also have higher level of self-confidence, inspiring the same optimism to others, resulting in a life of good attitude and less stress. And since businesses depend on their employees to achieve goals, meet deadlines and satisfy clients, it is therefore in the best interest of any business to keep their employees fit and healthy.
When sudden illnesses strike, the challenge of maintaining good health becomes a much more complex and potentially expensive task. The Philippine STAR sits down with Value Care Health Systems, Inc. (ValuCare) EVP and COO Armando “Ding” Macalino as he explains ValuCare’s essential role in providing its partner clients’ workforce with a comprehensive health-care plan powered by innovative strategies, health reform efforts, research and technology.
RELIABLE PARTNER OF TRUSTED BRANDS
When ValuCare was established in 1997 by a group of doctors, the fledgling HMO took office in a space in Tektite Towers in Ortigas. At the onset, about 20 multitasking employees would attend to the needs of the customers. After years of hard work and dedication, the company’s workforce grew to more than 300 service-oriented employees proudly serving more than 350,000 ValuCare members nationwide.
Today, ValuCare is the preferred partner of large-scale businesses and brands whose high numbers of employees need the services of primary care physicians, specialists, hospitals, clinics and other health-care facilities, in case of a medical emergency. Among ValuCare’s long-time clients are established names like the Philippine National Bank (since 2003) and 7-11 franchise holder Philippine Seven Corp. (since 1998). It is the first HMO to engage in the development of an enhanced availment system through an advanced card service, continuously working to improve the manner of payment for hospitals, doctors and clinics nationwide.
“As we speak, we have about 350,000 enrolled members, a good number of them coming from top listed companies that have been with ValuCare for the last 15 to 20 years. They conveyed several reasons when asked why they are still with us, but let me share three: our flexibility in meeting client requirements; our Medical Service Group trained and equipped to make immediate decisions to ensure a friendly, convenient and hassle-free service; and our vast network of accredited providers. With more than 1,370 accredited hospitals and clinics, 1,011 dental facilities, and 19,400+ medical specialists, we have one of the most comprehensive networks in the HMO industry,” Macalino discusses.
AT HOME IN ORTIGAS
Today, ValuCare is widely recognized as one of the Top 5 health maintenance organizations (HMOs) in the country.
“We are not the biggest player in the HMO industry but we have the enduring drive and commitment to achieve total client satisfaction through excellent customer service experience,” he adds.
Several ValuCare branch offices have also been established in Cebu, Iloilo, Davao and Bicol to meet the needs of an ever-expanding client base. The HMO also has an established presence in Cagayan De Oro, Bacolod, and General Santos City recently. In June 2015, ValuCare transferred its operations center into its brand-new corporate headquarters, the ValuCare Building on Meralco Avenue, Ortigas, Pasig City.
“We have been through many milestones and landmarks over the last 21 years, but the most defining is our first day of operations in our very own ValuCare building. Our new headquarters inspired a new beginning for our employees and stakeholders, and sent a statement of stability that we are indeed one of the few HMOs in the country that are strong and have kept up with the times. It now stands as a monument of our hard work and commitment to further serve our clients,” Macalino proudly shares.
FROM INNOVATIONS TO REALITY: TECHNO REV 2018
Since health care costs continue to skyrocket and the Philippine economy faces trying times, ValuCare has been navigating the changing health-care environment in a slow but steady course. Yet, despite the challenging nature of the industry, there are some bright spots on the horizon. The use of new technologies has the potential to revolutionize and transform the health-care industry for the
“As we speak, we have about 350,000 enrolled members, a good number of them coming from top listed companies that have been with ValuCare for the last 15 to 20 years. They conveyed several reasons when asked why they are still with us, but let me share three: our flexibility in meeting client requirements; our Medical Service Group trained and equipped to make immediate decisions to ensure a friendly, convenient and hassle-free service; and our vast network of accredited providers. With more than 1,370 accredited hospitals and clinics, 1,011 dental facilities, and 19,400+ medical specialists, we have one of the most ” comprehensive networks in the HMO industry.
better. This approach, coined as ValuCare’s Technology Revolution (Techno Rev 2018), can dramatically improve the delivery of key services.
“On top of service rate increases from partner-hospitals and clinics, the evolving cutthroat competition among HMOs, and compliance requirements by the Insurance Commission, the most challenging aspect is coming up to clients’ expectations. We continue to hurdle this daily challenge by continuously innovating two aspects in operations: by technological advancements through the IT team, and by evolving the customer service experience through the frontline departments,” Macalino says.
Macalino refers to the ValuCare Mobile App, an innovative application that allows ValuCare members to preview available hospitals and clinics near their area, validate a member’s eligibility and request for an approval code, as well as choose from a number of health-care professionals based on their specializations, even schedule doctors appointments — all with a simple swipe or tap in their smartphone, tablet or mobile device. This app will also be provided to all ValuCare-accredited doctors to help manage consultation schedules and even access patient history. HMOs and health-care providers in Taiwan are currently utilizing a similar mobile-based app system.
“The first priority is always to streamline the health care availment process. Acquiring of approval code will become more efficient and convenient for our members and health-care providers. Also, availment-related phone calls will be minimized; therefore our health-care providers will be able to accommodate our members hassle-free. This is just to name a few of our enhancements,” Macalino elaborates further.
What lies ahead
With 21 solid years of providing affordable, quality health care and promoting the well-being of its plan members, ValuCare has anchored its success into the official motto: “Health Care You Can Count On.” It currently boasts of having one of the highest renewal rates in the industry. A key factor in its steady and sustained growth is a service-oriented commitment that has become ValuCare’s core principle.
Yet, the company is not one to rest on its laurels. The HMO continuously embarks on ways to improve its services. Macalino enumerates several initiatives that the company would implement to meet the challenges of the coming year: First is the on-time payment of bills that would assure partners of robust financial stability. The bottom line will always be the business environment consistent with a high degree of trust and confidence from all health-care providers and clients alike. Second, the launch of a fully automated system that is intended to simplify and make the availment system easier, patient-friendly and efficient. This means fast issuance of approvals since approving officers may already easily access all the data needed for swift decision-making. Third, the recent soft launch of the company’s interactive web site that improves the service delivery system. Once fully rolled out, it will soon be propelled into a fully-developed system where the vital transactions will be coursed through, namely; member enrolment, hospital and doctor search, utilization inquiry and approval system, among others. Fourth, the expansion of ValuCare’s marketing arm through accreditation of more business partners who will extend VIP accommodation and special discounts for ValuCare cardholders, adding value to their membership cards. And lastly, improved customer service presence. To cater to the needs of our members right where they are, ValuCare will go out of our office and reach out by deploying more field-roving liaisons and add more satellite offices in major provinces. “Equipped with all these and more, we will be extra aggressive and competitive in terms of membership share in the market,” Macalino explains.
TWO DECADES OF SUCCESS, AND COUNTING
Macalino also discloses a series of events that are lined up in time for the celebration of ValuCare’s 21st founding anniversary. “As our anniversary mantra goes, We Plan and Act to Get It Done. So, like always, we prepared a special treat for employees on the anniversary day itself, and our HR department prepared some office games to somehow break the monotony at work. The Appreciation Night on June 14 highlights the celebration, where we will be hosting dinner for our business and health-care partners,” he revealed.
Staying healthy and disease-free is essential for every person. Maintaining good nutrition and regular exercise are all good fundamentals, but when a sudden illness or medical emergency befalls a plan holder, count on ValuCare to remain as the trusted HMO companion of choice — a legacy born from a growing number of satisfied clients.