MEMBERSHIP
PIN Number Verification
Registration Procedure and Documentary Requirements
MDR Concerns
ID Concerns
Amendment/Updating of Records
Membership Status (All except Senior Citizens)
Senior Citizen Mandatory Coverage
Senior ID
Kasambahay Registration
Membership Complaints/Reports (with action slip)
UHC Inquiry (membership)
Others (Masterlist of Employees/Separation of Employees)
CONTRIBUTION
Payment History/Summary of Contribution (IPP/Employed)
Premium Contributions
Accredited Collecting Agents
Monthly/Quarterly Reporting (EPAY/Manual/Soft copy)
Certificate of Contribution/Clearance/Certificate of Good Standing
Contribution Complaints
Double Payment/Adjustment
UHC Inquiry (benefits)
Premium Differential
BENEFITS
Claim Status - Complex
Claim Verification - Complex
Claim Status (GOOD) - Complex
Claim Status (MR/DENIED) - Complex
Claim Status (PENDING) - Complex
Claim Status (NO RECORD) - Complex
Claim Status (POSTED - NO STATUS YET) - Complex
Check Pick-up
Check Mailing
Check Replacement
BPN-Related Concerns
Benefit Availment Procedures, Policies and Requirements
Case Rate
Direct Filing (Case not compensable)
Direct Filing (Holiday/Weekend)
Direct Filing (Lack of Requirements)
Konsulta Related Concern (YAKAP)
Z-Benefits
Statement of Account
UHC Inquiry (benefits)
Benefits Complaints/Reports
Covid-19 Related Cases
Home Isolation Benefit Package
Community Isolation Benefit Package
Claim Status - Technical
Claim Verification - Technical
Claim Status (GOOD) - Technical
Claim Status (MR/DENIED) - Technical
Claim Status (PENDING) - Technical
Claim Status (NO RECORD) - Technical
Claim Status (POSTED - NO STATUS YET) - Technical
Claim Status - Follow up
Claim Verification - Follow up
Claim Status (GOOD) - Follow up
Claim Status (MR/DENIED) - Follow up
Claim Status (PENDING) - Follow up
Claim Status (NO RECORD) - Follow up
Claim Status (POSTED - NO STATUS YET) - Follow up
Immediate Eligibility Issue
ONLINE SERVICES
Online Complaints/Reports
IHCP Portal
E-Registration
EPRS/E-payment
Membership Inquiry Facility (website)
Membership Information
Contribution Information
MDR Printing
Member Portal (SPA)
Member Portal (Online Payment)
Member Portal (Posting of Premium Payment)
Account Creation
Member Portal (Membership Information)
GENERAL INFORMATION
Directory of PhilHealth Offices (Contact #s/Address)
Accreditation (Doctor)
Accreditation (Hospital)
Location of HCPs
Suggestions/Commendations
Invitation
Job Vacancy
For Verification
Not Related
Gratitude
Operating Hours
Loan/Pension
Acknowledgement/Closing
Request to transfer other departments
UHC inquiry (general info)
Others (ex. Burial/ICD Training/Dead Air)
COMPLAINTS/REPORTS
ARTA-Related (Service Delivery/Employee)
Non-ARTA Related
Against Health Care Providers and Partners
Against ACAs
Against Employers
OTHERS
Duplicate Email
CC Email
Spam Email
MEMBERSHIP (OFFERED CONCERN)
PIN Number Verification
Registration Procedure and Documentary Requirements
MDR Concerns
ID Concerns
Amendment/Updating of Records
Membership Status (All except Senior Citizens)
Senior Citizen Mandatory Coverage
Senior ID
Kasambahay Registration
Membership Complaints/Reports (with action slip)
UHC Inquiry (membership)
Others (Masterlist of Employees/Separation of Employees)
CONTRIBUTION (OFFERED CONCERN)
Payment History/Summary of Contribution (IPP/Employed)
Premium Contributions
Accredited Collecting Agents
Monthly/Quarterly Reporting (EPAY/Manual/Soft copy)
Certificate of Contribution/Clearance/Certificate of Good Standing
Contribution Complaints
Double Payment/Adjustment
UHC Inquiry (benefits)
Premium Differential
BENEFITS (OFFERED CONCERN)
Claim Status - Complex
Claim Verification - Complex
Claim Status (GOOD) - Complex
Claim Status (MR/DENIED) - Complex
Claim Status (PENDING) - Complex
Claim Status (NO RECORD) - Complex
Claim Status (POSTED - NO STATUS YET) - Complex
Check Pick-up
Check Mailing
Check Replacement
BPN-Related Concerns
Benefit Availment Procedures, Policies and Requirements
Case Rate
Direct Filing (Case not compensable)
Direct Filing (Holiday/Weekend)
Direct Filing (Lack of Requirements)
Konsulta Related Concern (YAKAP)
Z-Benefits
Statement of Account
UHC Inquiry (benefits)
Benefits Complaints/Reports
Covid-19 Related Cases
Home Isolation Benefit Package
Community Isolation Benefit Package
Claim Status - Technical
Claim Verification - Technical
Claim Status (GOOD) - Technical
Claim Status (MR/DENIED) - Technical
Claim Status (PENDING) - Technical
Claim Status (NO RECORD) - Technical
Claim Status (POSTED - NO STATUS YET) - Technical
Claim Status - Follow up
Claim Verification - Follow up
Claim Status (GOOD) - Follow up
Claim Status (MR/DENIED) - Follow up
Claim Status (PENDING) - Follow up
Claim Status (NO RECORD) - Follow up
Claim Status (POSTED - NO STATUS YET) - Follow up
Immediate Eligibility Issue
ONLINE SERVICES (OFFERED CONCERN)
Online Complaints/Reports
IHCP Portal
E-Registration
EPRS/E-payment
Membership Inquiry Facility (website)
Membership Information
Contribution Information
MDR Printing
Member Portal (SPA)
Member Portal (Online Payment)
Member Portal (Posting of Premium Payment)
Account Creation
Member Portal (Membership Information)
GENERAL INFORMATION (OFFERED CONCERN)
Directory of PhilHealth Offices (Contact #s/Address)
Accreditation (Doctor)
Accreditation (Hospital)
Location of HCPs
Suggestions/Commendations
Invitation
Job Vacancy
For Verification
Not Related
Gratitude
Operating Hours
Loan/Pension
Acknowledgement/Closing
Request to transfer other departments
UHC inquiry (general info)
Others (ex. Burial/ICD Training/Dead Air)
COMPLAINTS/REPORTS (OFFERED CONCERN)
ARTA-Related (Service Delivery/Employee)
Non-ARTA Related
Against Health Care Providers and Partners
Against ACAs
Against Employers
OTHERS (OFFERED CONCERN)
Duplicate Email
CC Email
Spam Email
ADDITIONAL DISPOSITION IN XCALLY
AUTO DISPOSE (EMAIL)
Emails registered as CC and BCC, emails with @philhealth.gov.ph
DUPLICATE (EMAIL)
Duplicate emails with the same concern
CHAT (NO REPLY) - OPEN CHANNEL
No concern indicated, members not replaying
CALL BACK
All call back requests initiated by the agent/SMS call back requests from mobile numbers
DISCONNECTED - CALL GOT DISCONNECTED/NUMBER IS NOT RINGING
Disconnected calls
GHOST CALL
Calls with no response from the other line
GRATITUDE (EMAIL)
Emails containing gratitude only
TEST CALL
Calls indicated as test calls
SPAM (EMAIL)
Spam emails, email notifications from social media platforms and other websites