The latest entrant to the country’s expanding business process outsourcing (BPO) industry has started training its pioneer batch of Filipino agents. R1 RCM Philippines said the first batch of new hires will “blaze the trail in providing an exceptional experience for its U.S.-based healthcare clients.”
“Today, we give due recognition to the first wave of graduates who will form our pioneering team in the Philippines,” said R1 RCM Philippines Country General Manager Roger Salazar during a media roundtable at the firm’s site in Taguig City on June 7, 2022. “They have the talent and skills that will contribute to our ability to make healthcare simpler.”
The Philippines is chosen as the latest growth center for R1 and will complement the company’s core vision to bring together best-in-class talents and innovative technology to simplify the healthcare experience for international clients.
R1 RCM global and local executives (from left to right) Jasdeep Jaggi (Real State Director), Anabelle Moa (Finance Lead), Gayle Chu (Talent Acquisition Director), Crystabel Cardenas (Human Resources Head), Krista Katris (Vice President for Revenue Cycle Operations), Troy Sholar (Program Management Office Senior Director), and Roger Salazar (newly appointed Country General Manager.
The training program
“The first batch of trainees underwent a rigorous 6-week training program. I can attest to the enthusiasm and grit of everyone. Now, they are ready to show Filipinos and the rest of the world what R1’s pioneering spirit is all about,” said Head of Human Resources Crystabel Cardenas.
The extensive training program includes HR onboarding sessions, professional ethics workshops, U.S. cultural awareness programs, and hands-on training on R1’s proprietary tools.
“Throughout the training, we imparted multiple knowledge points about healthcare in both written and conversational formats. We also made sure the training involved real interaction with live phone calls. Our intention is to let our trainees go through real-life experiences so they will have what it takes to get the job done to the best of their abilities,” Cardenas added.
Passion and compassion
R1 Vice President for Revenue Cycle Operations Krista Katris pointed out one unique trait of Filipino call center professionals that makes them a good addition to the company’s already expanding global operations. “What makes our pioneer batch different is that we really haven’t had to train them to observe compassion. The ability to use passion and compassion enable Filipino agents to help maintain ideal patient experience,” she said.
Katris further explained the importance of having sincere passion and compassion. “They will deal directly with customers who are likely to be going through an already hard situation or those who usually dislike going to the hospital. It is important to have those two traits so they can truly understand and help patients to overcome tough situations in their lives.”
R1 is an industry leader in transforming the patient experience and financial performance of healthcare providers. Its presence in the country showcases a proven business model that quickly drives sustainable improvements to revenues and cash flows for U.S. hospitals and health systems while reducing operational costs and enhancing patient experience.
The company’s track record of 15 million automated tasks annually and 30 million patient encounters per year has been delivered by more than 28,000 employees across the U.S. and India. “At the center of it all is our people, who all work with a strong sense of passion and purpose to deliver the best customer experience,” said Salazar.
R1’s first batch of trainees comprises over 200 call center professionals, who will be onboarding for actual operations. The new BPO firm’s site in Alliance Global Tower in BGC, Taguig City can house over 1,000 on-site agents at a time. The company is inviting BPO professionals to be part of their talent roster by sending résumé to careers.ph@r1rcm.com.
