“Satisfied clients tell three friends while angry customers tell 3,000. In this era where everything can just be shared fast and easy online, we need to empower ourselves and do something more to give utmost customer satisfaction. As employees of an institution providing health care services to the entire Filipino people, it must be our ultimate concern,” said Senior Manager and Deputy Spokesperson from Corporate Action Center (CAC), Mr. Delio A. Aseron, II during the Customer Service Management System (CSMS) Orientation held lately at PhilHealth Regional Office XI Training Room, City of Koronadal, South Cotabato.
CSMS is PhilHealth’s online strategy in handling and monitoring of clients’ queries, feedbacks and complaints.
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| Senior Manager and Deputy Spokesperson from the Corporate Action Center, Mr. Delio A. Aseron, II during the Customer Service Management Service (CSMS) Orientation held October 29-30 at the Training Room, PhilHealth Regional Office XII, City of Koronadal, South Cotabato |
Said strategic process is in line with CAC’s emerging role under the Corporate Affairs Group to manage simple, complex and technical queries; commendations, suggestions and positive feedbacks including ARTA and non ARTA complaints, bad experiences and fraudulent anonymous reports from the customers.
This system is in support to the national government’s program on hotline 888, CSC-Sumbungan ng Bayan/ Ease of Doing Business, Presidential Complaint Center, Electronic Freedom of Information.
“PhilHealth CSMS is in fact already in place prior to the implementation of said Malacañang orders. We are now on the process of rolling it out down here in the Region to check the nationwide pulse from our customers. We need your cooperation and support. We can do this together,” Aseron said.
With the 2-day orientation-workshop, PhilHealth XII’s frontline personnel got the basic information about the manual particularly on the standard operating procedure in terms of handling, managing and monitoring said transactions.
The same activity has given PRO XII employees the opportunity to apply the principle, did the workshop and took the chance to clarify issues and concerns affecting the most efficient and effective way of using the system.
In response, PhilHealth XII Regional Vice President, Dr. Miriam Grace G. Pamonag said that she is thankful for the latest innovation and has committed to adapt with the new process to harmonize the Region’s existing strategies with what the Central Office mandates. # (hanah g. naanep, PRO III)
This system is in support to the national government’s program on hotline 888, CSC-Sumbungan ng Bayan/ Ease of Doing Business, Presidential Complaint Center, Electronic Freedom of Information.
“PhilHealth CSMS is in fact already in place prior to the implementation of said Malacañang orders. We are now on the process of rolling it out down here in the Region to check the nationwide pulse from our customers. We need your cooperation and support. We can do this together,” Aseron said.
With the 2-day orientation-workshop, PhilHealth XII’s frontline personnel got the basic information about the manual particularly on the standard operating procedure in terms of handling, managing and monitoring said transactions.
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| More of the participants who attended the CSMS Orientation held October 29-30 at the Training Room, PhilHealth Regional Office XII, City of Koronadal, South Cotabato with the Corporate Action Center, Senior Manager and Deputy Speaker, Mr. Delio A. Aseron, II. |
In response, PhilHealth XII Regional Vice President, Dr. Miriam Grace G. Pamonag said that she is thankful for the latest innovation and has committed to adapt with the new process to harmonize the Region’s existing strategies with what the Central Office mandates. # (hanah g. naanep, PRO III)
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