In support to President Rodrigo Duterte’s call for customer satisfaction in the government service, the Philippine Health Insurance Corporation (PhilHealth) launches its Interactive Voice Response System (IVRS) to accommodate basic inquiries from the public.
The initiative enhances PhilHealth’s earlier compliance with Republic Act 9485 or the Anti-Red Tape Act of 2007, Executive Order No.06 and Administrative Order 241, series of 2008, enjoining all government agencies to establish a public hotline to effectively receive feedback and monitor customer satisfaction.
The IVRS is a landline telephone-based system designed to manage a large number of calls. The system was recently acquired by PhilHealth as part of its efforts to provide its members and stakeholders with as many avenues as possible through which they can ask about their health insurance benefits and raise other related concerns.
It will be available 24 hours a day, seven (7) days a week, except during system upgrade or routine maintenance of the system.
The public can reach PhilHealth by dialling (02) 441-7442 where an interactive voice prompt will guide them through the inquiry system. Callers may inquire on their PhilHealth membership, contribution status or verification of claim benefits without leaving their homes or offices.
PhilHealth members can check on their PhilHealth Identification Numbers (PIN) and latest posted premium contributions to the National Health Insurance Program (NHIP), while non-members may inquire on enrolment procedures and requirements.
Employers on the other hand, may inquire on their PhilHealth Employer Numbers, their employees’ PINs and payment schedules.
The PhilHealth IVRS can also accommodate queries on online services such as E-registration, Health Care Institution Portal, Electronic Premium Remittance System and Member Inquiry.
Callers may leave their feedback, suggestions or complaints on the benefit packages or services, as well as on hospital and doctors’ services and employers. They may rate their experiences in using the IVRS through the customer service satisfaction survey which is embedded in the system.
To effectively use the IVRS, PhilHealth reminds callers to be ready with their PINs, as this shall be required to access records. The call will be terminated after three (3) invalid PINs are entered into the system.
Queries requiring database access such as claims verification and information on premium contributions will be addressed from Monday to Friday, 8:00 a.m. to 5:00 p.m. Weekend and holiday callers may leave their names, contact numbers, concerns or nature of calls and brief messages so they can be assisted the next working day.
For specific questions such as complaints, feedback or other concerns, members will be automatically directed to a PhilHealth Action Center Specialist Agent.
For callers using mobile phones, standard call charges may apply. (PhilHealth)