Country of Operation
- PhilHealth Regional Office, Region VIIIGovernment
- Provincial Government of LeyteGovernment
Target income level
- Bottom 20%
- Lower-middle income (20-40%)
- Middle-income (40-60%)
- Higher middle-income (60-80%)
- High-income (80-100%)
SummaryPhilHealth LINK is a call center for PHilHealth members, a collaborative enterprise supported by provincial local government units (LGUs) who want to maximize reimbursement from PhilHealth so that LGU health facilities can have a steady revenue stream.
A major problem of the National Health Insurance Program is the low availment of benefits by members. In the 2008 Benefit Delivery Review, only a small percent of PhilHealth members actually utilized health services. This problem has been traced to many factors. The cost of information, education, and communication (IEC) campaigns to reach each and every member is quite prohibitive. In the past, many members were handed out cards with little information given on how the cards are going to be used. Members themselves often misplace their membership card, or find it difficult to prove they are members due to their inability to produce the needed administrative requirements, such as birth certificates.
Key program components
PhilHealth LINK is particularly useful for households whose premiums are subsidized by LGUs under the Sponsored Program, and who may not be fully aware of the benefits they are entitled to, and how they may be availed of. At present, there are 14 call-center agents at PhilHealth LINK, which is physically located at the Region 8 Tacloban City Office. They are fed questions by coordinators in hospitals (called PhilHealth HELP), who interview all patients on the documentation that they need to produce to prove that they are a PhilHealth member. The call-center agents, in turn, facilitate the production of the needed documents (e.g., birth certificates, PHIC membership eligibility, PHIC number). Staffs that assist in making sure that eligible patients use their PHIC cards are paid incentives to raise the quality of their work. The payments are as follows: Php 10/claim for PhilLink employee; Php 30/claim paid to PhilHELP employee; and Php 20/claim paid to the provincial processor.
PhilHealth LINK was launched by PhilHealth Region VIII in 2010. Since 2010, it has received 51,680 inquiries.
As of April 2013, it has accredited MCP facilities, allowed branches to do inspections, tap CHDs for inspection too and negotiated with Mayor on what needs to be done, PCB facilities as well and TB DOTS (rank 4).
As of June 2013, they have received 24, 994 calls or inquiries, 18, 918 members are found which translates to 76%.
As of June 2013, the total PhilHealth collections are Php 137,100,946.92.