Phil Health

Your Part11er in H ealth

Philippine Health Insurance Corporation

CITIZEN'S CHARTER HANDBOOK
2021

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PHILIPPINE HEALTH INSURANCE CORPORATION

CITIZEN’S CHARTER HANDBOOK

2021
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I. MANDATE

The National Health Insurance Program was established to provide health insurance coverage and ensure affordable, acceptable,
available and accessible health care services for all citizens of the Philippines. It shall serve as the means for the healthy to help pay
for the care of the sick and for those who can afford medical care to subsidize those who cannot. It shall initially consist of
Programs I and II or Medicare and be expanded progressively to constitute one universal health insurance program for the entire
population. The program shall include a sustainable system of funds constitution, collection, management and disbursement for
financing the availment of a basic minimum package and other supplementary packages of health insurance benefits by a
progressively expanding proportion of the population. The program shall be limited to paying for the utilization of health services
by covered beneficiaries. It shall be prohibited from providing health care directly, from buying and dispensing drugs and
pharmaceuticals, from employing physicians and other professionals for the purpose of directly rendering care, and from owning
or investing in health care facilities. (Article III, Section 5 of RA 7875 as amended)

II. VISION

“Bawat Filipino, Miyembro,

Bawat Miyembro, Protektado,
Kalusugan ng Lahat, Segurado”

III. MISSION

"Benepisyong Pangkalusugang Sapat at De-kalidad para sa Lahat"

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IV. SERVICE PLEDGE

Kami ay nangangakong ilalaan ang mga sarili sa pagsasakatuparan ng Kalusugang Pangkalahatan.

Sisikapin naming makapagbigay nang mabilis at dekalidad na serbisyong pangkalusugan sa lahat ng Pilipino, ano man ang edad,
kasarian o estado ng pamumuhay.

Kaagapay namin ang mga miyembro sa pagtataguyod ng pagkakaisa bilang isang konseptong mahalaga sa pagkamit ng aming
layunin.

Patuloy naming paghuhusayin ang aming mga serbisyo at titiyaking ang mga ito’y umaayon sa nagbabagong panahon at
sumasabay sa pandaigdigang pamantayan.

Titiyakin naming laging mauuna ang serbisyo-publiko at taas-noo na maglilingkod sa bayan.

Sisikapin naming maging huwarang kawani at makamit ang tunay na pagbabago sa ating bansa.

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 LIST OF SERVICES

EXTERNAL SERVICES

A. Local Health Insurance Offices (LHIOs)

I. Membership 9-53
II. Collection 54-68
III. Support Services 69-76

B. PhilHeath Express
I. Membership 77-80

C. Satellite Office
I. Membership 81-85

CENTRAL OFFICE
D. Corporate Affairs Group
I. Corporate Action Center 86- 140
II. Corporate Marketing Department 141-146
III. International and Local Engagement Department 147-151
IV. Social Health Insurance Academy 152-154

E. Fund Management Sector

I. Comptrollership Department 155-160
II. Office of the Senior Vice President- Fund Management Sector 161-162
III. Treasury Department 163-176

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F. Health Finance Policy Sector
I. Accreditation Department 177-191
II. Office of the Vice President-HFPS 192-193
III. PhilHealth CARES Management Office (PCMO) 194-196
IV. Malasakit Center 197-198

G. Information Management Sector

I. Information Technology Management Department (ITMD) 199-210
a. Information System Management Division (ISMD)
II. Project Management Office- PhilHealth Identity Management (PMO-PIMS) 211-212

H. Legal Sector
I. Fact Finding Investigation and Enforcement Department (FFIED) 213-216
II Protest and Appeals Review Department (PARD) 217-221
III. Prosecution Department (Prosec) 222-223

I. Member Management Group 224-245

J. Office of the President

I. Corporate Planning (CorPlan) 246-272
II. Office of the Corporate Secretary (CorSec) 273-275
III. Office of the President and CEO (OPCEO) 276-277
IV. Secretariat for the Bids and Awards Committee (SBAC) 278-282

K. Office of the Area Vice Presidents (AVP) 283-284

L. PhilHealth Regional Offices ( PROs)

I. Health Care Delivery Management Division – Benefits Administration Section (HCDMD-BAS) 285-291

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INTERNAL SERVICES

A. Actuarial services and Risk Management Sector

I. Corporate Information Security Department (InfoSec) 292-304
II. Project Management Team for Risk Management (PMT-RM) 305-307

B. Corporate Affairs Group

I. Corporate Communications Department 308-3111
II. Corporate Marketing Department 312-331

C. Information Management Sector

I. ICT Planning, Policy and Standards Division (IPPSD) 332-362
II. IT-Helpdesk 363-367
III. Information Technology Management Department (ITRMD) 368-383
IV Information System Management Division (ISMD) 384-397
V. Project Management Office-PhilHealth Identity Management System (PMO-PIMS) 398-401
VI. Task Force Informatics (TFI) 402-406

D. Legal Sector 407-415

E. Member Management Group 416-421

F. Management Services Sector

I. Human Resource Department 422-446
II. Physical Resources and Infrastructure Department (PRID) 447-455

G. Office of the President

I. Office of the Corporate Legal Counsel (OCLC) 456-458
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 II. Office of The Corporate Secretary (CorSec) 459-463
III. Organization and Systems Development Office (OSDO) 464-470
IV. Secretariat for The Bids and Awards Committees (SBAC) 471-475

External: Feedback and Complaints (CAC) 476-482

Internal: Feedback and Complaints (HRD) 483

List of Offices 484-522

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EXTERNAL SERVICES

A. Local Health Insurance Offices

(LHIOs)

I. MEMBERSHIP

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1. ENROLLMENT OF INFORMAL SECTOR (INDIVIDUAL)

Registration of individuals belonging to the Informal Sector, payment of the premium contribution and issuance of their PhilHealth
identification Cards (PIC)
Office/Division Local Health Insurance Offices
Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All individuals belonging to the Informal Sector category
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) (original, 2 downloadable at www.philhealth.gov.ph, LHIO
copies)
Payment of premium contribution Not applicable
Valid signature and photo bearing ID of the member, if client is
the member (1 photocopy)
Authorization Letter from the member (original) and Valid
Signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit duly Receive and screen duly None 10 minutes per Frontline Officer LHIO
accomplished PMRF and accomplished PMRF and supporting PMRF
supporting documents documents
and payment slip once Process the receive documents
the number is called. Print the Member Data Record (MDR)
and PhilHealth Identification Card
(PIC)
Endorse payment slip to the assigned
payment processor and advise client
to proceed to the Payment Processor
window and return after payment
has been made
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Proceed to the Cashier’s Encode payment slip, assign number
300/month, 5 minutes Payment Processor - LHIO
window once number is and advise client to proceed to 3600/ annum
called, tender payment Cashier’s window once the number is
(no. of months
(premium contribution) called to be paid
and receive Official depends on the
Receipt assessment of
Receive payment from client, print the payment 5 minutes Collecting Officer - LHIO
and issue Official Receipt (OR) processor)
Go back to the Frontline Release PIC and MDR None 5 minutes Frontline Officer - LHIO
Officer and receive PIC
and MDR
TOTAL 300/month x 25 minutes x the
No. of months No. of PMRF
to be paid per submitted for
member processing

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2. ENROLLMENT OF LANDBASED MIGRANT WORKERS (INDIVIDUAL)

Registration of individuals belonging to the Migrant Worker category, payment of the premium contribution and issuance of their PhilHealth
identification Cards (PIC) and Member Data Record (MDR)

Office/Division Local Health Insurance Offices

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All individuals belonging to the Landbased Migrant Worker category
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) (original, 2 downloadable at www.philhealth.gov.ph, LHIO
copies)
Contract (photocopy, 1 copy) Not applicable
Valid signature and photo bearing ID of the member, if client is
the member (1 photocopy)
Authorization Letter from the member (original) and Valid
Signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. Submit duly 1. Receive and screen duly None 10 minutes per PMRF Frontline Officer - LHIO
accomplished PMRF accomplished PMRF and
and supporting supporting documents and
documents and payment slip
payment slip once 2. Process receive documents
the number is called. 3. Endorse payment slip to the
Payment Processor and advise
client to proceed to the Payment
Processor window and return
after payment has been made

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2. Proceed to the 4. Encode payment slip and assign None 5 minutes Payment Processor - LHIO
Payment Processor number
desk and receive 5. Advise member to proceed to
priority number Cashier’s Window once the
number is called
3. Proceed to the 6. Receive payment, issue OR and 3% of the 5 minutes Collecting Officer - LHIO
Cashier’s window advice client to go back to the monthly income,
once number is Frontline Officer to get PhilHealth subject to ceiling
called and tender Identification Card (PIC) and
payment (premium Member Data Record (MDR)
contribution) and
receive Official
Receipt
4. Receive PIC and 7. Print and release MDR and PIC None 5 minutes Frontline Officer - LHIO
MDR
Total None 15 minutes plus 10
minutes x No. of PMRFs
submitted for
processing

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3. ENROLLMENT OF LIFETIME MEMBERS (INDIVIDUAL)

Registration of individuals belonging to the Lifetime Members category and issuance of their PhilHealth identification Cards (PIC) and Member
Data Record (MDR)
Office/Division Local Health Insurance Offices
Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All individuals who have reached minimum retirement age required of their profession (in case of professionals)
or otherwise, individuals who have reached sixty years of age and have contributed at least 120 monthly
premium contributions to the National Health Insurance Program
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) (original 2 downloadable at www.philhealth.gov.ph, LHIO
copies)
duly signed by the member
Proof of 120 months contribution to the NHIP or Previous employer/SSS/GSIS
Proof that the 120 months requirement is not required (see
specific requirements per category of retiree); (clear photocopy,
1) or
PhilHealth Official Receipts showing at least 120 months Not applicable
contribution to the NHIP (clear photocopy, 1)
Latest 1 x 1 ID pictures (2 copies) Not applicable
Specimen signature of the member Not applicable
Valid signature and photo bearing ID of the member, if client is
the member (1 photocopy)
Authorization Letter from the member (original) and Valid
Signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)

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 CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit duly 1. Receive and screen duly None 30 minutes per Frontline Officer LHIO
accomplished PMRF and accomplished PMRF and supporting PMRF
supporting document/s, documents
if applicable, once the 2. Process the received
number is called. documents
3. Print the Member Data Record
(MDR) and Identification Card.
4. Laminate the printed
Identification Card with the ID picture
of the member (if applicable)
5. Release the laminated
Identification Card to the client
together with the Member Data
Record (MDR) and have the client
acknowledge receipt of documents by
affixing his signature over his printed
name in the releasing logbook.
2. Receive the
Identification Card and
Member Data Record
(MDR) and sign in the
releasing logbook.
TOTAL None 30 minutes per
PMRF x No. of
PMRF

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4. ENROLLMENT OF SENIOR CITIZENS (INDIVIDUAL)

Registration of individuals belonging to the Senior Citizens category and issuance of their PhilHealth identification Cards (PIC) and Member
Data Record (MDR)
Office/Division Local Health Insurance Offices
Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All Filipinos who have reached sixty years of age, even without contribution to the National Health Insurance
Program for as long as the subsidy of the National Government for the premium contribution of this category
continues.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) (original 2 copies)
duly signed by member
1 x 1 photo taken within the last six (6) months; and (2 pcs)
Senior Citizens’ Identification Card issued by the OSCA in the city or municipality
where the elderly resides; or
ANY of the following as proof of status as senior citizen:
(1 clear photocopy)
● Philippine passport;
● Birth certificate;
● Baptismal Certificate;
● Valid Driver’s license;
● Voter’s ID;
● SSS/GSIS ID;
● Valid Professional Regulatory Commission (PRC) ID;
● Postal ID;
● National Bureau of Investigation (NBI) Clearance;
● Overseas Filipino Worker’s ID;
● Valid identification cards issued by recognized government
institutions/agencies/corporations that specify the full name, sex, date of birth,
address and signature of owner; or
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In the absence of the abovementioned documents, the following may be
accepted, subject to PhilHealth validation: (original)
● Certificate from the National Council for the Welfare of Disabled Persons National Council for the Welfare of Disabled Persons
(NCWDP);
● DSWD or Local DSWD certification; Department of Social Welfare and Development
● Barangay Certification and Affidavit from two (2) disinterested persons Barangay Hall
certifying the age and identity of the elderly person. Notary public
Valid signature and photo bearing ID of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and Valid Signature and photo
bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Submit duly 1. Receive and screen duly accomplished None 10 minutes per Frontline Officer
accomplished PMRF and PMRF and supporting document/s. PMRF LHIO
supporting documents once the 2. Process the receive documents
number is called. 3. Print Member Data Record (MDR) and
PhilHealth Identification Card (ID)
4. Release the Identification Card to the
client together with the Member Data Record
(MDR) and have the client acknowledge receipt
of the documents by affixing his signature over
his printed name in the releasing logbook.
2. Receive the Identification
Card and Member Data Record
(MDR) and sign in the releasing
logbook.
TOTAL None 10 minutes per
PMRF x No. of
PMRF
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5. ENROLLMENT OF FORMAL SECTOR EMPLOYEES (5 EMPLOYEES AND BELOW)

Registration of Formal Sector employees, maximum of 5 individuals and issuance of their PhilHealth identification Cards (PIC) and Member
Data Records (MDR).
Office/Division Local Health Insurance Offices
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All newly hired or existing employees in the government or private institutions, with or without PhilHealth
Identification Number (PIN)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) (original 2 copies) downloadable at www.philhealth.gov.ph, LHIO
Employer Report Form 2 (ER2) (original, 2 copies) downloadable at www.philhealth.gov.ph, LHIO
Valid signature and photo bearing ID of the PEER, if the bearer of the
document is the PEER
Authorization Letter from the authorized signatory of the employer and
Valid Signature and photo bearing ID of the representative, if the process
is thru a representative other than the PEER (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit duly 1. Receive and screen duly accomplished None 5 minutes per Frontline Officer LHIO
accomplished PMRF PMRF, Er2 and supporting documents PMRF (25 minutes
together with the 2. Reconcile the name/s of the employees for 5 individuals)
Report of Employee- indicated in the Er2 form against the
Members (Er2 Form) attached PMRFs
and supporting 3. Process the received documents
documents to the 4. Print and release the PhilHealth
frontline officer once Identification Cards (PIC) and Member
the number is called Data Records (MDR) to the client
2. Receive PIC and MDR
TOTAL None 25 minutes

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6. ENROLLMENT OF GROUP PARTNERS TO GROUP ENROLLMENT PROGRAM

Enrollment of group partners to group enrollment program

Office/Division Local Health Insurance Offices – Membership

Classification Complex
Type of Transaction G2G; G2B; G2C
Who may avail: All Registered Group Partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter of Commitment (LOC) or Memorandum of Agreement (MOA)
Mutual Non-Disclosure Agreement (MNDA)
Group Enrollment Application Form
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Submit required documents 2. Received the submitted documents None 7 working days LHIO
to the LHIO 3. Check the completeness of the submitted documents Head/LHIO
4. If incomplete, notify client of the deficiencies staff
5. If complete, Endorse to the Regional Vice President
for signature/approval
6. Regional Vice President signs/approve the application Regional Vice
President
7. After approval, require notarization of MNDA and LHIO
MOA, if MOA is submitted in lieu of LOC Head/LHIO
8. After notarization, generate PhilHealth Organized staff
Group Number (POGN)
9. Provide copy of POGN, approved LOC or notarized
MOA and MNDA to the client
2. Receive copy of POGN,
approved LOC or notarized MOA
and MNDA
TOTAL None 7 working days
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7. ENROLLMENT OF HOUSEHOLD EMPLOYEES (5 EMPLOYEES AND BELOW)
Registration of individuals belonging to the Household category and issuance of their PhilHealth identification Cards (PIC) and Member Data Record (MDR)

Office/Division Local Health Insurance Offices

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All individuals belonging to the Household Employees category such as Kasambahays and Drivers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Household Employer Unified Registration Forms (HEUR1, HEUR2) and Kasambahay downloadable at www.philhealth.gov.ph, LHIO
Unified Registration Form (KUR) (original, 2 copies)
PhilHealth Membership Registration Form (PMRF) (original 2 copies) downloadable at www.philhealth.gov.ph, LHIO
Valid signature and photo bearing ID of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and Valid Signature and photo
bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON RESPONSIBLE
PAID TIME
1. Secure and submit duly 1. Receive and screen submitted KURF/PMRF None 5 minutes per Frontline Officer LHIO
accomplished Kasambahay and supporting documents PMRF (25
Unified Registration Form 2. Reconcile the name/s of the minutes for 5
(KURF) and/or PMRF (for Kasambahay/Family Driver indicated in the individuals)
Family Driver) together with HEUR2 form against the attached
the Household Employment KURF/PMRF
Unified Report (HEUR2) form 3. Advise client to wait for the release of PIC,
and supporting documents (if MDR and copy of processed HEUR2
any) to the frontline staff 4. Process the receive documents
5. Print PICs and MDRs
6. Print and sign the processed HEUR2 and
KURF in 3 copies and require the client to
sign the same
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2. Sign the processed HEUR2 7. Give the client 1 duly-signed copies of the
and KURS and hand them processed HEUR2 and KURF and keep the
back to the front line officer.
other 2 originally-signed copies for
endorsement to SSS and for PhilHealth file
copy.
3. Receive copy of processed 8. Release PICs and MDRs to the client.
HEUR2, KURF, PICs and MDRs
from the frontline staff

TOTAL None 25 minutes

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8. ENROLLMENT OF HOUSEHOLD EMPLOYEES (6 EMPLOYEES AND ABOVE)

Registration of individuals belonging to the Household category and issuance of their PhilHealth identification Cards (PIC) and Member Data
Record (MDR)

Office/Division Local Health Insurance Offices

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All individuals belonging to the Household Employees category such as Kasambahays and Drivers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Household Employer Unified Registration Forms (HEUR1, HEUR2) downloadable at www.philhealth.gov.ph, LHIO
and Kasambahay Unified Registration Form (KUR) (original, 2
copies)
PhilHealth Membership Registration Form (PMRF) (original 2 downloadable at www.philhealth.gov.ph, LHIO
copies)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Secure and submit 1. Receive and screen submitted None 3 working days Frontline Officer LHIO
duly accomplished KURF/PMRF and supporting
Kasambahay Unified documents
Registration Form 2. Reconcile the name/s of the
(KURF) and/or PMRF Kasambahay/Family Driver
(for Family Driver) indicated in the HEUR2 form
together with the against the attached KURF/PMRF
Household 3. Receive the documents and
Employment Unified inform client to return after 3
Report (HEUR2) form days for the release of PIC, MDR
and supporting and copy of processed HEUR2.
documents (if any) 4. Process the receive documents
to the frontline staff and print the PICs and MDRs

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 5. Print and sign the processed
HEUR2 and KURF in 3 copies, set
aside in a secure storage area
and wait for the return of the
client

6. Require the client to sign the 3

2. Return to the LHIO copies of processed HEUR2 and
after 3 days KURF
3. Sign the processed 7. Give the client 1 duly-signed
HEUR2 and KURS copies of the processed HEUR2
and hand them back and KURF and keep the other 2
to the front line originally-signed copies for
officer. endorsement to SSS and for
PhilHealth record.
4. Receive copy of 8. Release the PICs and MDRs to the
processed HEUR2, client
KURF, PICs and
MDRs from the
frontline staff
TOTAL None 3 working days

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9. ENROLLMENT OF INDIVIDUALS TO GROUP ENROLLMENT PROGRAM

Office/Division Local Health Insurance Offices – Membership and Collection

Classification Simple
Type of Transaction G2G; G2B; G2C
Who may avail: All individuals except Senior Citizens, Lifetime Members, Active Indigent Members, Active Employed Sector
members, Active Kasambahays and Active Point of Service (POS) or Sponsored Members (OPAPP, KIA, KIPO
and DSWD)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) PhilHealth website, LHIOs
Certified List of Individuals for Enrollment to GEP in excel format
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Submit duly accomplished PMRF 1. Receive the submitted documents None 30 minutes for 5 LHIO Head/
and certified list of individuals for 2. Check the completeness of the submitted members and LHIO Staff
enrollment to GEP in excel format documents below
3. If incomplete, notify the client of the
deficiencies 1 working day for
4. If complete, generate PhilHealth 6 members and
Identification Number (PIN) above
5. Generate Group Statement of Premium
Account (Group SPA)
6. Endorse Group SPA and list of members with
PIN to group partner for payment of
premium contribution
2. Receive group SPA and List of
Members with PIN
TOTAL None 30 minutes for 5 members and
below
1 working day for 6 members and
above
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10. ENROLLMENT OF SENIOR CITIZENS (BULK FROM OSCA_MORE THAN 5 SC MEMBERS)

Registration of individuals belonging to the Senior Citizens category and issuance of their PhilHealth identification Cards (PIC) and Member
Data Record (MDR)
Office/Division Local Health Insurance Offices
Classification Complex
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All Filipinos who have reached sixty years of age, even without contribution to the National Health Insurance
Program for as long as the subsidy of the National Government for the premium contribution of this category
continues.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request letter and Transmittal list from OSCA
PhilHealth Membership Registration Form (PMRF) (original 2
copies)
duly signed by the Member
1 x 1 photo taken within the last six (6) months; and (2 pcs)
Senior Citizens’ Identification Card issued by the OSCA in the city
or municipality where the elderly resides; or
ANY of the following as proof of status as senior citizen:
(1 clear photocopy)
● Philippine passport;
● Birth certificate;
● Baptismal Certificate;
● Valid Driver’s license;
● Voter’s ID;
● SSS/GSIS ID;
● Valid Professional Regulatory Commission (PRC) ID;
● Postal ID;
● National Bureau of Investigation (NBI) Clearance;
● Overseas Filipino Worker’s ID;
● Valid identification cards issued by recognized
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government institutions/agencies/corporations that specify the
full name, sex, date of birth, address and signature of owner; or
In the absence of the abovementioned documents, the following
may be accepted, subject to PhilHealth validation: (original)
● Certificate from the National Council for the Welfare of National Council for the Welfare of Disabled Persons
Disabled Persons (NCWDP);
● DSWD or Local DSWD certification; Department of Social Welfare and Development
● Barangay Certification and Affidavit from two (2) Barangay Hall
disinterested persons certifying the age and identity of the Notary public
elderly person.
Letter from the OSCA (original) designating the bearer as OSCA and representative
authorized person/representative and Valid ID w/ photo of
bearer/authorized representative (original and photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit complete 1. Receive documents. Check None 7 working days Frontline Officer LHIO
requirements/ completeness of received documents
documents once the against transmittal list
number is called. 2. Process the receive Backroom Personnel
documents in backroom (Membership Staff)
3. Print Member Data Record
(MDR) and PhilHealth Identification
Card (PIC)
4. Release the Identification Frontline Officer LHIO
Card to the client together with the
Member Data Record (MDR) and
have the client acknowledge receipt
of the documents by affixing his
signature over his printed name in
the releasing logbook.
2. Receive the
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Identification Card and
Member Data Record
(MDR) and sign in the
releasing logbook.
TOTAL None 7 working days

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11. ENROLLMENT/ REGISTRATION OF NHTS / 4PS BENEFICIARIES FROM THE DSWD (UNMATCHED)

Enrollment/ Registration Of NHTS / 4ps Beneficiaries From The DSWD(Unmatched)

Office/Division FOD – Membership Section

Classification Complex
Type of Transaction G2G; G2B; G2C;
Who may avail: All members qualified to be included in the Indigent Program based on the assessment of DSWD.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Certificate of Financial Assessment as Financially Incapable Member
2. PMRF duly signed by the Member PhilHealth Website
3. Birth Certificate/ Marriage Contract/ Valid ID
4. Other documents, as necessary (e.g. Certificate of guardianship)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING PERSON
TIME RESPONSIBLE
1. MMG to forward 1. Sort and segregate list of indigent members None 7 working days Membership
downloaded list of indigent 2. Print list Section Head/
members for processing 3. Identify BRN and create batch numbers Membership
4. Verifies members for possible existing PIN Section Staff
5. Record / Exclude Active Members
6. Include/Enroll/Register/Renew qualified
indigent members
7. Countercheck number of processed
members from the list
8. Verify members without barangay address
9. Finalize list
2. Remind completion of 10. Prepare and submit Certificate of FOD Chief/
indigent member Completion Membership
registration/ enrollment Section Head
TOTAL None 7 working
days
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12. ENROLLMENT/ REGISTRATION OF MEMBERS UNDER POS-FI_THRU HCIS
PIN issuance and assignment of validity for members who enrolled through the POS scheme/Onsite Rapid Enrollment (ORE) in HCIs.
Office/Division PRO Membership Section
Classification Simple Transaction
Type of Transaction G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen
Who may avail: POS Hospitals
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Certificate of Financial Assessment as Financially Incapable HCI’s Social Welfare Office
2. PMRF duly signed by the Member PhilHealth website/ HCI
3. Birth Certificate/ Marriage Contract/ Valid ID
4. Other documents, as necessary (e.g. Certificate of guardianship)
5. The HCI should encode the transaction in the POS System
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. POS HCIs to enter patient 1.1 Check pending transaction in MCIS-ERAS None 1 to 3 working Membership
information in POS System 1.2 Check for possible existing PIN days Section Staff
1.3 If without existing PIN, save and issue new PIN
If with existing PIN, save and absorb existing PIN
1.4 PIN with active contribution, capture PIN for
tagging in system with PIN eligible
PIN is inactive, capture existing PIN during
validation to assign validity as POS-FI
1.5 If existing and is an active Listahanan/4PS but
outside catchment area- tag as Denied and notify HCI
regarding active PIN
If emancipated minor declared as dependents to
active NHTS members - tag as Denied and notify HCI to
advise patient to enroll under PC 32, s. 2015
Notify HCIs of the PIN to be used
TOTAL None 3 working days

29
13. ENROLLMENT/ REGISTRATION OF MEMBERS UNDER POS-FINANCIALLY INCAPABLE THRU LHIOS

PIN issuance and assignment of validity for members enrolled under POS-Financially Incapable thru LHIOs

Office/Division Local Health Insurance Office

Classification Simple Transaction
Type of Transaction G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen
Who may avail: Members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Certificate of Financial Assessment DSWD
2. PMRF duly signed by the Member PhilHealth website
3. Birth Certificate/ Marriage Contract/ signature bearing Valid ID
4. Proof of Confinement
5. Other documents, as necessary (e.g. Certificate of guardianship)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON
RESPONSIBLE
1. Member to secure Certificate of 1. Received requirements from None 1 to 3 working LHIO Staff
Financial Assessment as member days
Financially incapable to DSWD 1. Screen submitted documents
for submission to LHIOs 2. if without existing PIN, issue
new PIN as POS- FI
3. If with existing PIN and is
inactive, change category to POS-FI
4. If w/ existing PIN and is an
active Listahanan/4PS or any
category, inform the member.
5. Issue MDR with validity as
POS-FI
TOTAL None 3 working days

30
14. CHECK RELEASING TO HEALTH CARE INSTITUTIONS

Releasing of check to Health Care Institutions for payment of benefit claims.

Office/Division Local Health Insurance Offices – Membership
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business
Who may avail: All HCIs who are not enrolled in the Auto-Credit Payment Scheme
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Valid signature and photo bearing ID of HCI authorized check claimant, if client is HCI
authorized check claimant (1 photocopy)
Authorization Letter from the HCI authorized check claimant and Valid signature and photo
bearing ID of the HCI authorized check claimant and the representative, if the process is thru
a representative (1 photocopy)
Official Receipt/s
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
Present valid IDs and/or authorization Assess IDs and/or authorization letter presented None 30 minutes Frontline Officer
letter once number is called at the Check and verify if claim check/s is available at the Check
Releasing Counter/Cashier’s window If claim check is not yet available, advise client of Releasing
the status of the check Counter/
If claims check is available, release the check/s to Cashier’s
the client Window – LHIO
Countercheck/validate cheques received Require client to acknowledge receipt of the
then acknowledge receipt of check by check by signing the logbook and disbursement
affixing signature in the logbook and voucher.
disbursement voucher
Acknowledge receipt of check and issue Receive the official receipt and file
official receipt

TOTAL None 30 minutes

31
15. CHECK RELEASING TO MEMBERS

Releasing of benefit payment check to members for those who were not able to avail of automatic deduction during confinement and other
cases allowed by existing guidelines on processing of benefit claims.
Office/Division Local Health Insurance Offices – Membership
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business
Who may avail: All members who have legitimate reimbursement of benefit claims in PhilHealth due to cases allowed by
existing guidelines.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
2 Valid signature and photo bearing IDs of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and 2 Valid signature and photo bearing
IDs of the member and the representative, if the process is thru a representative (1
photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Present valid IDs and/or 1. Assess IDs and/or authorization letter presented None 15 minutes Frontline Officer at
authorization letter once and verify if claim check/s is available the Check
number is called at the Check 2. If claim check/s is not yet available, advise client Releasing Counter/
Releasing Counter/Cashier’s of the status of the check Cashier’s Window -
window 3. If claims check is available, release the check/s to LHIO
the client
4. Require client to acknowledge receipt of the
check/s by signing in the check releasing
logbook.
2. Acknowledge receipt of the
check/s
TOTAL None 15 minutes

32
16. CLEAN-UP OF MULTIPLE PINS THROUGH ONLINE METHOD

Clean-up of Multiple PINs requested by LHIOs and HCPs through online channels.
Office/Division PRO Membership Section
Classification Simple
Type of Transaction G2G; G2B; G2C
Who may avail: All members admitted in HCPs
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Proof of multiple PINs Member
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON
RESPONSIBLE
1. HCP representative or LHIOs 1.1 Print emailed request None 1 working day Membership Section
requests/forward identified Staff
Multiple PINs
1.2 Assess veracity of the
forwarded multiple PINs
1.3 Notify HCPs or LHIOs if there
is inaccuracy in the identified
multiple PINs
1.4 If the identified multiple PINs
are accurate, Tag PINs and
facilitate clean-up process
1.5 Inform HCPs or LHIOs of the
retained and clean-up PINs.
TOTAL None 1 working day

33
17. DECLARATION OF DEPENDENTS

Editing of data records in the membership database for the purpose of declaring dependents during initial registration, declaring additional
dependents not previously declared, transferring legal and qualified dependents from another PhilHealth member who becomes inactive.

Office/Division Local Health Insurance Offices

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All existing PhilHealth members and all prospective members who want to declare legal and qualified dependents
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Membership Registration Form (PMRF) (original, 2 copies) downloadable at www.philhealth.gov.ph, LHIO
No documentary requirement is required during initial registration except Not applicable
when the surname of the declarant member is different from the surname
of the dependent spouse, child or parent
Valid signature and photo bearing ID of the member, if client is the
member (1 photocopy)
Authorization Letter from the member (original) and Valid Signature and
photo bearing ID of the member and the representative, if the process is
thru a representative (1 photocopy)
For updating or correction of existing member data records, the following
documents are required (clear photocopy of the following documents, 1
copy)

DEPENDENT SPOUSE
Spouse Marriage certificate/Contract with registry Philippine Statistics Authority (PSA)
number
For marriage which took place abroad, marriage Philippine Embassy; or
certificate stamped “Received” by the Consular Office in the country where the marriage took place
Philippine Embassy or consular office exercising
jurisdiction over the place of marriage OR copy
of the Marriage Contract duly issued by the NSO
34
 indicating that such marriage has been
registered thereat
(b) Muslim Spouse Affidavit of Marriage issued by the Office of Office of Muslim Affairs / PSA (If the marriage has been
Muslim Affairs (OMA), which passed through registered with the PSA, the PSA can issue a copy of the MC
the Shari’a Court and must be printed on its security paper)
registered/authenticated in the National
Statistics Office (NSO)
(c) 2nd spouse Death Certificate of 1st Spouse PSA
Marriage Contract with 2nd Spouse
DEPENDENT CHILD
(a) Legitimate or illegitimate children below 21 years old
● Birth Certificate with registry number or Baptismal Certificate Philippine Statistics Authority (PSA)
reflecting the name of the member as parent Church where the baptismal took place
● For births which took place abroad, Birth Certificate Stamped Philippine Embassy; or
“received” by the Philippine embassy or Consular office exercising Consular Office in the country where the child was born
jurisdiction over the place of birth
(b) Adopted children below 21 years old
● Court Decree/Resolution of Adoption or Birth Certificate of the Trial court who heard the adoption proceedings
adopted child/ren in which adoption is annotated thereto Philippine Statistics Authority (PSA)
(c) Stepchildren below 21 years old
● Marriage Certificate (with registry number) between biological Philippine Statistics Authority (PSA)
parents and step father/stepmother and Birth Certificate/s (with registry
number) of the stepchildren
(d) Mentally or physically disabled children who are 21 years old and above
● Birth Certificate and original Medical Certificate issued by the Philippine Statistics Authority (PSA)
attending physician within the past 6 months stating and describing the Any licensed physician in the Philippine
extent of disability
(e) Foster Child
● Foster Placement Authority from DSWD Department of Social Welfare and Development Offices
DEPENDENT PARENT
(a) Parent/s 60 years old and above
35
● Birth Certificate with registry number of both registrant and parent Philippine Statistics Authority (PSA)
(in the absence of Birth Certificate of parent, any proof attesting to the
date of birth of parent/s)
(b) Step parents 60 years old and above
● Marriage Certificate/Contract with registry number between Philippine Statistics Authority (PSA)
biological parent of the member-child and the stepparent;
● Birth Certificate of the stepparent (in its absence, a notarized Philippine Statistics Authority (PSA)
affidavit of 2 disinterested persons attesting to the date of birth); Any licensed Notary Public
● Birth Certificate of the member-child indicating the name of his/her Philippine Statistics Authority (PSA)
biological parent; and
● Death Certificate of member’s deceased biological parent Philippine Statistics Authority (PSA)
(c) Adoptive parents 60 years old and above
● Court Decree/Resolution of Adoption or photocopy of Birth Trial court who heard the adoption proceedings
Certificate of the child in which the adoption is annotated thereto; and
● Birth Certificate/s of adoptive parents or in its absence, a notarized Philippine Statistics Authority (PSA)
affidavit of 2 disinterested persons attesting to the date of birth Any licensed Notary Public
(d) Parents with permanent disability totally dependent with member Any licensed physician in the Philippine
● Original Medical Certificate issued by the attending physician within
the past 6 months stating and describing the extent of disability
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit duly 2. Receive and screen duly accomplished None 10 minutes per PMRF Frontline Officer -
accomplished PMRF and PMRF with supporting documents LHIO
supporting documents 3. Update member’s data
4. Print and release Member Data Record
(MDR)
2. Receive updated
MDR
Total None 10 minutes per PMRF x
No. of PMRF

36
18. EMPLOYER/EMPLOYEE REGISTRATION, AND UPDATING OF RECORDS USING DROPBOX METHOD (5 EMPLOYEES AND BELOW)

Receiving and processing of employer and employee registration and updating of records using a dropbox method.
Office/Division Local Health Insurance Office
Classification COMPLEX
Type of Transaction G2C - Government to Citizen; G2B - Government to Business
Who may avail: All newly registered employers/ updating of employers/members records
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ER1, ER2, ER3, PMRF downloadable at www.philhealth.gov.ph/LHIOs
Photocopy of supporting documents (SEC, DTI,BIR Registration, Concerned Govt. Agencies/Office
Mayor's Permit , CDA, BIR 2303)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. Drop duly 1. Receive and screen documents None 7 working days LHIO Personnel
accomplished 2. Processing receive documents and
PhilHealth Forms and generate records (COR,EDR,MDR,ID)
supporting documents 3. Email/text employer for pick-up of
in the dropbox generated records
intended for the 4. Release generated records
purpose
TOTAL None 7 working days

37
19. ENROLLMENT/REGISTRATION OF EMPLOYERS

The Local Health Insurance Offices shall register employers in the private/government sector.

Office/Division Local Health Insurance Offices - Membership

Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All Private and Government Agencies
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Manual Registration
For Government Employers:
Employer Data Record Form (1 properly accomplished original copy) Any PhilHealth Office/LHIO/PhilHealth Website
For Private employers:
ER1 (1 properly accomplished original copy) 1 original copy Any PhilHealth Office/LHIO/PhilHealth Website
Business permit / license to operate and/or any of the following:
Department of Trade and Industry (DTI) Registration (Single Department of Trade and Industry (DTI) Registration
proprietorship)
Securities and Exchange Commission (SEC) Registration (Partnerships, Securities and Exchange Commission
Corporations, Foundations, & Non-Profit Organizations)
Cooperative Development Authority (CDA) Registration (Cooperatives) Cooperative Development Authority
Barangay Certification and/or Mayor’s Permit (Backyard Barangay Hall/City Hall
Industries/Ventures and Micro-Business Enterprises)
BIR Form No. 2303 (Tax Registration) Bureau of Internal Revenue
Valid signature and photo bearing ID of the PEER, if client is the PEER (1
photocopy)
Authorization Letter from the authorized signatory of the employer
(original) and Valid Signature and photo bearing ID of the authorized
signatory and the representative, if the transaction is thru a
representative other than the PEER (1 photocopy)

38
Electronic Registration
For private employers who goes through;
Registration through the Securities and Exchange Commission –
Integrated Business Registration System (SEC-IBRS) – Unified Registration
Record (URR)
Registration through the Philippine Business Registry (PBR) – Information
Sheet
For Household Employers:
Household Employer Unified Registration Form (HEUR1) (3 properly Any PhilHealth Office/LHIO/PhilHealth Website
accomplished original copy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING PERSON RESPONSIBLE
TIME
Submit properly Receive and assess the veracity and None 15 minutes per LHIO Head/LHIO Staff of
accomplished completeness of the submitted documents employer the Membership Section
ER1/HEUR1 Form If incomplete, notify client
together with the
supporting documents
to any Local Health
Insurance Office
If complete, check for possible existing
PhilHealth Employer Number (PEN)
If with existing PEN, notify client
If no existing PEN, assign a new PEN
Release documents to the client (EDR, COR)
TOTAL None 15 minutes per
employer

39
20. KONSULTA REGISTRATION

Registration of PhilHealth members to Accredited Konsulta Facility.

Office/Division Local Health Insurance Office

Classification Simple
Type of Transaction G2C - Government to Citizen; G2B - Government to Business
Who may avail: All members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Konsulta Registration Form (PKRF) Konsulta Accredited Facility
LHIO
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. Submit duly 1. Received properly accomplished None 5 minutes LHIO personnel
accomplished PKRF PKRF.
2. Encode in UPCM and generate ATC.
TOTAL None 5 minutes

40
21. MEMBER REGISTRATION FROM POINT-OF-AVAILMENT (ONLINE METHOD)

The Field Operations Division - Local Health Insurance Offices shall provide convenience and protect the interest of all clients while aligning
our processes to the mandate of contactless transactions, expedite processing of registration and generation of PIN.
Office/Division Local Health Insurance Offices - Membership
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Duly Filled out PMRF/s and signed by the Member Accredited HCPs
Valid Signature and Photo bearing ID of the member, if client is the member (1 photocopy)
Authorization Letter from the member (original) and Valid Signature and photo bearing ID
of the member and the representative, if the process is thru a representative (1 photocopy)
Applicable supporting documents
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Client submit duly accomplished None None 3 working days
PMRFs to the PhilHealth Section of HCPs
2. HCP representative conducts initial None None
evaluation of documents
3. HCP representative shall scan and 1. Check email and assess the veracity None LHIO
email documents to the LHIO and completeness of received documents Head/Staff
2. Save electronic copies of received None
documents
3. Provide feedback to the HCPs None
4. HCP representative submit hardcopy 4. Receive the documents for safekeeping,
of the original signed PRMF and photocopies storage and/or eventual disposal
of supporting documents to the LHIO
TOTAL None 3 Working
days

41
22. PROCESSING OF INQUIRY OF WALK IN CLIENTS
The Field Operations Division - Local Health Insurance Offices shall provide services to walk-in clients.

Office/Division Local Health Insurance Offices - Membership

Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All walk-in clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Identification Card/PIN, or PhilHealth Local Health Insurance Offices
Valid signature and photo bearing ID of the member, if client is
the member
Authorization Letter from the member (original) and Valid
signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Convey inquiry to the PAC-D Answer the inquiry None 10 minutes PACD Officer - LHIO
Officer If the inquiry leads to other maximum per
process/es, advise the client client
accordingly
TOTAL None 10 minutes per
client

42
23. RECEIVING OF APPLICATION FOR ACCREDITATION BY HEALTH CARE INSTITUTIONS

Receiving of application for accreditation filed by Health Care Institutions (HCPs) in the Philippines.

Office/Division Local Health Insurance Offices - Membership

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All Health Care Institutions willing and qualified to participate in the National Health Insurance Program.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Application for Accreditation (Original) Applicant/Concerned Health Care Institution
Payment Slip or Order of Payment Local Health Insurance Office
Other supporting documents for application for accreditation (Original)
Valid signature and photo bearing ID of the HCIs authorized signatory, if
client is the authorized signatory of the HCI (1 photocopy)
Authorization Letter from the authorized signatory of the HCI (original) and
Valid signature and photo bearing ID of the authorized signatory and the
representative, if the transaction is thru a representative (1 photocopy)

CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON RESPONSIBLE

PAID TIME
1. Submit duly 1.1 Receive Provider Data Record (PDR), Based on 15 minutes Frontline Officer - LHIO
accomplished application other accreditation documentary applicable
forms for accreditation and requirements and payment slip/order of charges
supporting documents payment
together with the properly- 1.2 Screen application and other
filled -out payment documentary requirements as to
slip/order of payment once completeness of requirements
priority number is called.
1.3 Write down the HCI data in the receiving
logbook

43
If the application is not If the application is not complete, return the
complete, get the receiving application to the HCI, furnish a Deficiency
copy of the application, Letter, explain the content of the deficiency
receive deficiency letter and letter and ask HCI representative to sign
explanation on the content under “disposition” column in the receiving
of the letter and sign under logbook
“disposition” column in the If the application is complete, stamp
receiving logbook complete the file copy and the receiving
copy (PDR and the 1st page of the other
requirements)
1.4 Compute for the fees to be paid and
accomplish payment slip/order of payment
1.5 Give payment slip/order of payment to
the client and advice to proceed to the
Payment Processor window and return after
payment has been made
2. Proceed to Cashier for 2. Receive payment for accreditation of the 5 minutes Collecting Officer - LHIO
payment HCI, print and release Official Receipt
3. Proceed to frontline 3.Release the receiving copy of the PDR and 10 minutes Frontline Officer - LHIO
service counter and get other requirements to the HCI
receiving copy of the PDR representative
and other requirements.
If LHIO has an Integrated PhilHealth
Accreditation System (iPAS) , encode the
following HCI data in the receiving module
of IPAS:
Name of HCI
Address
Date of submission
OR number
Amount of payment
44
 Date of Payment
Manner of submission
Documents submitted
TOTAL Based on 30 minutes
Applicable
Charges

45
 24. RECEIVING OF APPLICATION FOR ACCREDITATION BY HEALTH PROFESSIONALS
Receiving of application for accreditation filed by Health Care Professionals (HCP) in the Philippines
Office/Division Local Health Insurance Offices - Membership
Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All Health Care Professionals willing and qualified to participate in the National Health Insurance Program.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Application for Accreditation (Original) Applicant/Concerned Health Care Professionals
Other supporting documents for application for accreditation
(Original)
Valid signature and photo bearing ID of the HCP, if client is the HCP
(1 photocopy)
Authorization Letter from the HCP (original) and valid signature and
photo bearing ID of the HCP and the representative, if the process is
thru a representative (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit duly accomplished Receive application for accreditation, None 30 minutes Frontline Officer - LHIO
application form for and other supporting documents
accreditation and Screen receive documents as to
supporting documents to completeness of requirements
the frontline officer once Write down the Health Care
the number is called Professional data in the receiving
logbook
If the application is not complete, return
the application to the client, furnish
Deficiency Letter, explain content of
deficiency letter and ask the client to
sign under “disposition” column in the
receiving logbook

46
If the application is If the application is complete, stamp
complete, get the complete the file copy and receiving
receiving copy of all the copy of the application and the 1st page
requirements and receipt of the other requirements.
of payment. Release receiving copy of the
application to the client
If LHIO has an Integrated PhilHealth
Accreditation System (iPAS) , they will
encode the following HCP data in the
receiving module of IPAS:
Name of Health Care Professional
Address
Date of submission
Manner of submission
Documents submitted
TOTAL None 30 minutes

47
25. RECEIVING OF DIRECTLY FILED CLAIMS

Receiving of claims directly filed by the members or their representative because they were not able to avail of the automatic benefit
deduction at the facility
Office/Division Local Health Insurance Offices - Membership
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All PhilHealth members who were not able to avail of the automatic benefit deduction during confinement.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Acknowledgement Receipt Form LHIO
PhilHealth Claim Form 1, 2, 3, & 4 and Claims Signature Form (CF1, CF2, CF3, CF4, downloadable at www.philhealth.gov.ph, LHIO
CSF) as applicable, depending on the nature of the claims (original)
Hospital and doctor’s waiver and official receipts of full payment (original) Facility where the patient is managed
Original official receipts or photocopies of the same authenticated by PHIC staff For medicines: Pharmacy where it is bought
(with original copies seen) for medicines bought outside the hospital or laboratory For laboratory test: Facility where it is done
tests performed outside the hospital during confinement “The authenticated
photocopies is applicable in cases where original ORs are required by and
submitted to HMOs
Anesthesia, Surgical or Operative Record (if surgery was performed) (photocopy) Facility where the patient is managed
Hospital Statement of Account duly signed by the hospital clerk or representative
of the patient (photocopy)
Printed PhilHealth Benefit Eligibility Form (PBEF) (for facilities with portal)
(original)
If confined abroad, Medical Certificate or Clinical Abstract indicating final diagnosis
of patient, confinement period and services rendered written in English
(photocopy)
Valid signature and photo bearing ID of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and Valid Signature and photo
bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy)
48
 CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON
PAID RESPONSIBLE
Submit duly accomplished Receive and screen claims documents as to None 10 minutes per Frontline Officer -
acknowledgement receipt completeness of documentary requirements (non- claims LHIO
form and PhilHealth claims medical)
with supporting If the receive documents are found to have
documents to the frontline deficiency/ies, return the same and advise the client
officer once priority accordingly
number is called
If the received documents are found to be complete;
Stamp “received” in the acknowledgement receipt
form and give the client a receiving copy
Receive acknowledgement Advise client to expect notice/Benefit Payment
receipt or claim with Notice (BPN) (within the 60-day period)
deficiency
10 minutes per
TOTAL None claim x the no. of
claims

49
26. REGISTRATION OF MEMBERS AND UPDATING OF MEMBER RECORDS USING DROPBOX METHOD

Registration of new members and updating of existing member records using drop box method.

Office/Division Local Health Insurance Office

Classification Simple
Type of Transaction G2C - Government to Citizen; G2B - Government to Business
Who may avail: All newly registered members/ updating of members records
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PMRF/ ER2 downloadable at www.philhealth.gov.ph/LHIOs
Photocopy of supporting documents (PER PC 2020-001) Concerned Govt. Agencies/Office
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Drop duly accomplished Receive and screen documents None 3 working days LHIO Personnel
PhilHealth Forms and Processing receive documents and
supporting documents in generate records (MDR,ID)
the dropbox intended for Email/text member for pick-up of
the purpose generated records
Release generated records
TOTAL None 3 working days

50
27. REQUEST FOR RECORDS

Request of Stakeholders for PhilHealth records

Office/Division Local Health Insurance Offices
Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All stakeholders subject to compliance of the applicable and existing laws, rules and regulations on releasing of
records.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request Slip for ID and/or MDR, Public Assistance Desk – LHIO
Request letter for other type of documents Not applicable
Valid signature and photo bearing ID of the member, if client is the Government Institutions, Current Employer
member (1 photocopy)
Authorization Letter from the member (original) and Valid Signature
and photo bearing ID of the member and the representative, if the
process is thru a representative (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit duly accomplished Receive properly filled-out request None 15 minutes per Frontline Officer - LHIO
request slip/request letter form/ request letter and supporting requested
to the frontline officer document/s documents
once number is called Process request of the client
(with supporting Release record/s and require client to
document/s if applicable) acknowledge receipt of the same
Receive and acknowledge
receipt of the requested
record/s
Total None 15 minutes x the no.
of requested
documents

51
28. SUBMISSION OF REMITTANCE REPORT (RF1) FOR EMPLOYERS IN GEOGRAPHICALLY ISOLATED AND DEPRESSED AREAS (GIDA) ONLY

Receiving of remittance report from the employers in GIDA areas only.

Office/Division Local Health Insurance Offices - Membership

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All employers who are non-Electronic Premium Remittance System (EPRS) users and located in Geographically Isolated
and Depressed Areas only.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Employer Remittance Report (RF1) downloadable in www.philhealth.gov.ph, LHIO
USB Flash Drive containing the report Not applicable
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit employer remittance Receive and screen remittance report and None 30 minutes per Frontline Officer - LHIO
report (RF1) and flash drive data in the flash drive transaction
to the frontline officer once If there is an issue in the remittance report
number is called or the data in the flash drive, return the
same and advise the client accordingly
If the report and the data is OK, save an
electronic copy of the data in the flash drive
to the frontlines’ computer or any storage
device for PhilHealth’s file copy and stamp
“received” on the remittance report
Give the client receiving copy of remittance
report and return flash drive to client.
Receive copy of
acknowledged remittance
report
TOTAL None 30 minutes x no. of
transactions

52
29. UPDATING OF MEMBER DATA RECORDS (MDR) THROUGH ONLINE METHODS
The Field Operations Division - Local Health Insurance Offices shall provide convenience and protect the interest of all clients while aligning
our processes to the mandate of contactless transactions.
Office/Division Local Health Insurance Offices - Membership
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PhilHealth Member Registration Form (PMRF) (1 original copy) PhilHealth Office/website
Valid signature and photo bearing ID of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and Valid Signature and photo
bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy)
Applicable supporting documents
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON
PAID RESPONSIBLE
Send email requests to Check all emails and forward request/s for updating of None 1 to 3 days from LHIO
official email addresses MDR to the person/unit responsible receipt of documents Head/LHIO
of the regional offices. Staff of the
Assess the veracity and completeness of the received Membership
documents Section
If incomplete, notify client
If complete, check for possible existing PhilHealth
Identification Number (PIN)
If with existing PIN, update the member’s record
If no existing PIN, assign a new PIN and encode the
information indicated in the PMRF
Send electronic MDR to member
TOTAL None 3 working days from
receipt of documents
53
A. Local Health Insurance Offices
(LHIOs)

II. COLLECTION

54
 1. ADJUSTMENT / CORRECTION OF PAYMENT INFORMATION IN THE DATABASE USING THE TREASURY EDITING MODULE (TDEM)
Adjustment / Correction Of Payment Information In The Database Using The Treasury Editing Module (Tdem
Office/Division COLLECTION SECTION / LHIOS

Classification Simple Transaction

Type of Transaction G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen

Who may avail: Member, Employer, Sponsor & Organized Group

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Original copy of PhilHealth Official Receipts (POR) or PhilHealth Agent Receipts OTCCS PhilHealth / Accredited Collecting Banks / Bayad
(PAR) or authorized payment receipts Centers
Properly accomplished Data Amendment Request Form (DARF) Nearest LHIO
Valid signature and photo bearing ID of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and Valid Signature and photo
bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Submit required documents 1.1 Receive and screen submitted documents None 3 minutes per Collection Section
to the Collection Section transaction Staff and LHIO
1.2 Conduct necessary validation and verification 12 minutes per staff
through PMAIS and Treasury databases to None transaction
provide inputs and recommendations
1.3 Edit or adjust payment information in the None 15 minutes per
collection database using the Treasury Data transaction
Editing Module (TDEM)
TOTAL None 30 Minutes

55
2. COLLECTION OF PREMIUM PAYMENT

The Local Health Insurance Offices shall accept premium payment of all members/some employers of the NHIP.
Office/Division Local Health Insurance Offices - Collection
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All members and some employers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Valid signature and photo bearing ID of the member, if client is the member
(1 photocopy)
Authorization Letter from the member (original) and Valid Signature and
photo bearing ID of the member and the representative, if the process is
thru a representative (1 photocopy)
Individual Payment:
PMRF and proof of income (1 properly accomplished and original copy) Any PhilHealth Office/LHIO/PhilHealth Website
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and Local Health Insurance Offices
original copy)
SPA in consideration the SPA for All Strategy
EPRS User Employers with 10 and below employees:
EPRS-generated Statement of Premium Accounts (1 original copy) Concerned employer
Non-EPRS User Employers located in GIDAS or in Areas where there are
ACAs but no available Internet Service Provider (ISP):
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and Local Health Insurance Offices
original copy)
Group Enrollment Program
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and Local Health Insurance Offices
original copy)
Group SPA (1 properly accomplished and original copy)
Billing statement for orphans enrolled in GEP thru DSWD (1 photocopy)
Migrant Workers (Land-Based)
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and Local Health Insurance Offices
56
original copy)
Foreign Nationals
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and Local Health Insurance Offices
original copy)
Kasambahay Local Health Insurance Offices
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and
original copy
Sponsored Members (e.g. LGUs, Legislators, Private Institutions,
Individuals, etc.
PhilHealth Premium Payment Slip (PPPS) (1 properly accomplished and Local Health Insurance Offices
original copy
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING PERSON RESPONSIBLE
TIME
1. Secure PMRF and payment 1. Direct clients to the appropriate Refer to 2 minutes PACD Officer - LHIO
slip from PACD procedures in filling up the PMRF appropriate
and payment slip schedule of
2. Submit duly accomplished 2. Receive and screen received premium 5 minutes Frontline Officer - LHIO
PPPS and/or PMRF with documents; validate the payment contributions
proof of income, and/or slip against the attached proof of
EPRS generated SPA to the income
frontline officer
3. Proceed to Cashier for 3.1 Process the payment, receive the 5 minutes Cashier LHIO
payment of premium cash or check payment from the payor
Release the PhilHealth Official 3 minutes
Receipt (POR) to payor
4. Receive the printed POR
TOTAL None 15 minutes

57
3. EMPLOYER’S REQUEST FOR REFUND

Processing of employer’s request for refund of double payment or overpayment

Office/Division FOD-COLLECTION SECTION

Classification Highly Technical Transaction
Type of Transaction G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen
Who may avail: Employer
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For payments made thru the Accredited Collecting Agents (ACA)
Request Letter from Employer (original) Requesting Employer
PhilHealth Official Receipt (POR)/PhilHeath Agent’s Receipt(PAR) Requesting Employer
Statement of Premium Account (SPA)/Transaction Monitoring History Requesting Employer
For payments made thru the Over-the-Counter Collection System (OTCCS) at LHIOS
Request Letter from Employer (original) Requesting Employer
PhilHealth Official Receipts (1 photocopy) Requesting Employer
Bank validated deposit slips where the proceeds of premium payment for verification in Requesting Employer
included (1 photocopy)
Bank Statement showing the amount deposited and subsequently swept (1 photocopy or Requesting Employer
snapshot)
Common requirements, whether payment is made thru ACA or OTCCS
Properly accomplished DATA Amendment Request Form (DARF)
Payroll applied for refund (1 photocopy) Requesting Employer
Business permit or any equivalent documents indicating the date of operation Requesting Employer
Recommendation Letter from the Collection Section of the PRO/Branch
Transmittal Letter from the Office of the Regional Vice President (ORVP) to the Office of the
Area Vice President (OAVP)
Transmittal Letter from the OAVP to the FMS – Treasury Department

58
 CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
Submit request letter and Receive and screen submitted documents None 1 to 20 working LHIO Staff
supporting documents to Validate payroll days
LHIO or via email Conduct completed staff work (CSW)
Prepare transmittal for endorsement to PRO
Conduct the necessary validation and verification through Collection
PMAIS,EPRS and Treasury databases to provide inputs and Section of
recommendations. the PRO
If the request is found to be valid, ColSec and the Office of the
RVP shall accomplish the Data Amendment Request Form (DARF)
and indicate their recommendation for the unreconciled or
unposted transaction and endorse the employer's letter request
with the attached supporting documents including the duly
accomplished DARF to the Office of the Area Vice -President for
approval/or denial.
Area Vice President signs the approval portion of the DARF. Once Area Vice
approved by the Area Vice President, the documents shall be President
endorsed to the Treasury Department-FMS. /OAVP Staff
Cancel and tag the transaction as "double payment" in the Treasury
Treasury Database Department-
Transfer the amount of refund to the PRO. FMS
Endorse the approved request to PRO concerned with the
directive to process the refund.
Upon receipt of the approval, the concerned PRO-FMS shall PRO-FMS
process the refund according to government accounting rules Staff
and regulations and applicable policies of the corporations
TOTAL None 20 working days

59
4. EMPLOYER REQUESTS TO COMPROMISE, WAIVE OR RELEASE, IN WHOLE OR IN PART, INTERESTS AND/OR SURCHARGES AND PAYMENT
OF PREMIUM ARREARS THROUGH INSTALLMENT ARRANGEMENTS

Handling of employer’s request for waiver of interest on missed/late contribution payment and/or the settlement of past due premiums or
arrearages and their applicable interests/surcharges through installment arrangement.
Office/Division FOD-COLLECTION SECTION
Classification Highly Technical Transaction
Type of Transaction G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen
Who may avail: Employer
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request letter from the employer clearly stating the reason for the request Concern establishment / Government Office/Agency
(original)
Statement of Premium Account (SPA) (1 photocopy) Concern establishment / Government Office/Agency
Employer Profile to be accomplished by Philhealth Accounts Officer (original)
Valid signature and photo bearing ID of the authorized signatory of the employer,
if client is the authorized signatory of the employer (1 photocopy)
Authorization Letter from the authorized signatory of the employer (original) and
Valid Signature and photo bearing ID of the authorized signatory of the employer
and the representative, if the process is thru a representative (1 photocopy)
Other documents, if necessary
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
Submit request to the nearest Receive and screen the completeness of None 20 working days LHIO Staff/ Collection
PRO or LHIO documents submitted against the checklist Section Staff
provided for the purpose
If receive in LHIO, endorse to the Collection
Section of the PRO
Encode in monitoring sheet to track TAT Collection Section
Conduct complete staff work (CSW) to prepare Staff
the case for deliberation

60
 Prepare presentation of request and set Committee
schedule for deliberation of the Committee Secretariat
Deliberate request of employer Committee
Prepare a CIEF, Resolution/reply letters based Committee
on the result of deliberation Secretariat
Endorse Resolution and reply letter to the
Regional Vice President for his approval /
denial
If the total amount to be waived is less than
100,000. Endorse Resolution Memorandum to
the Regional Vice President for
approval/denial.
Regional Vice President approve or deny Regional Vice
request and send back documents to the President/ORVP Staff
Committee Secretariat
If employer request for exemption to interest is Committee
more than 100,000, endorse Resolution Secretariat
Memorandum to the concerned Area Vice
President for approval/denial.
Area Vice President approve or deny request Area Vice
and send back the documents to the President/OAVP Staff
Committee Secretariat.
Send Resolution Memorandum to LHIOs or Committee
requesting party Secretariat
TOTAL None 20 working
days

61
5. EXTENSION OF PAYMENT DEADLINE

Request of stakeholders to adjust the deadline of payment for reasons acceptable to the Corporation.
Office/Division FOD-COLLECTION SECTION
Classification Simple Transaction
Type of Transaction G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen
Who may avail: Employer
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
CHECKLIST OF REQUIREMENTS:
Request Letter

Statement of Premium Account

Copy of declaration of holidays
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON
RESPONSIBLE
1. Submit request letter and 1. Receive and evaluate receive None 1 working day Collection Section
supporting documents to the request letter and supporting Head
Collection Section of the PRO documents
2. Adjust EPRS deadline using 1 working day
COMIS
3. Notify client 1 working day
TOTAL None 3 working days

62
6. PREMIUM REMITTANCE UNDER THE GROUP ENROLLMENT PROGRAM

Brief description of the service

Office/Division Local Health Insurance Offices – Cashier and Membership

Classification Simple
Type of Transaction G2G; G2B; G2C
Who may avail: All Registered Group Partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Generated Group Statement of Premium Account (Group SPA)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
Present generated Group SPA and Receive Group SPA and premium payment None 15 minutes for 5 LHIO Cashier
pay premium either in check or in members and
cash below
Process payment
Issue PhilHealth Official Receipt (POR) and 1 working day
advise client to present it to LHIO Membership for 6 members
staff for generation and release of PhilHealth and above
Identification Cards (PICs) for new members.
Receive POR and go to the Print and release PICs of new members to the LHIO Membership
membership section of the LHIO client Staff
to get PICs
Receive PICs Advise client to inform members to register
their PhilHealth Identification Number (PIN) in
the PhilHealth Member Portal for
downloading of their updated Member Data
Record (MDR)
TOTAL None 15 minutes for 5 members and below
1 working day for 6 members and
above
63
7. PROCESSING OF REQUEST OF EXEMPTION FROM EPRS ONLINE PAYMENT FACILITY
Employers request for exemption in using PhilHealth’s EPRS Online Payment Facility for reasons acceptable to the Corporation.
OFFICE/DIVISION/SECTION: FOD-COLLECTION SECTION
CLASSIFICATION: Complex Transaction
TYPE OF TRANSACTION: G2G - Government to Government; G2B- Government to Business; G2c- Government to Citizen
WHO MAY AVAIL: All employers from Private and Government Institutions (Direct Contributors)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request letter,
Proof of employee count(PEPRL)
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION/PROCESS FLOW PAID TIME PERSON RESPONSIBLE
Submit request to the 1.Evaluate received request to identify the reason for
nearest PRO or LHIO or request of exemption
1 to 7 working LHIO Staff or Collection
thru email None
days Section staff
If received by the LHIO, endorse to Collection Section of
the PRO
1.2 Verify the number of employees of the requesting
employer
1.3 Generate certificate of exemption for employers with
10 and below employees or Notice of denial for Collection Section Staff
employers with 10 and above employees
1.4 Endorse COE or Notice of Denial to Collection Section
Head for countersigning
Collection Section
1.5 Countersign documents and endorse to FOD then to
Head/FOD Chief/Collection
the Regional Vice President for approval
Section Staff
1.6 Signs the COE or Notice of Denial and send back to Regional Vice
Collection Section for sending to requesting party President/ORVP Staff
1.7 Send signed COE or Notice of Denial to LHIO or Collection Section Staff
employer
TOTAL None 7 working days

64
8. SETTLEMENT OF ARREARS (DELINQUENT EMPLOYERS WITH PENDING BILLING STATEMENT/NOTICE TO COMPLY WITH 1ST BILLING
STATEMENT)

Office/Division COLLECTION SECTION / P-AIMS

Classification Simple
Type of Transaction G2G - Government to Government; G2B- Government to Business
Who may avail: Employers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Copy of the Issued Billing Statement Copy of the Billing Statement Statement/Notice to Comply with 1st
Billing Statement is served and explained to the employer by the P-
AIMS/Accounts Officer
Generated Statement of Premium Account (SPA) for Billed Periods Generated from the Electronic Premium Remittance System (EPRS)
(For Non-Remittance of Premium Contributions)
Copy of the Computation of Interest Sheet for Billed Periods Issued by the designated P-AIMS/Accounts Officer

Payment Slip (Signed by the P-AIMS) Issued by the designated P-AIMS/Accounts Officer

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Client coordinates with designated Receive and screen submitted 5minutes P-AIMS/Accounts Officer
P-AIMS/Accounts Officer: documents

If there are NO changes to the billed

amount, the client shall submit a
copy of the generated Statement of
Premium Account (SPA)

If the total billed amount is

OUTDATED, the client shall submit
payroll copies for re-computation of
arrears

65
 Validate the submitted 25 minutes P-AIMS/Accounts Officer
documents vis-à-vis issued
billing statement, PMAIS, and
Treasury Database for
adjustments to the billed
amount as needed.
Issue the payment slip 2 minutes P-AIMS/Accounts Officer

Refer the client to the LHIO- Total amount for 3 minutes P-AIMS/Accounts Officer
Cashier for receipt and settlement is
processing of payments. indicated in the
Statement of
Premium
Account(for non-
remittance)and/or
computation of
interest sheet (for
under-remittances)
TOTAL See above 35 minutes

66
9. SETTLEMENT OF ARREARS (DELINQUENT EMPLOYERS WITH CASE FOLDER ENDORSED TO LEGAL UNIT)
Settlement Of Arrears (Delinquent Employers With Case Folder Endorsed To Legal Unit)
Office/Division COLLECTION SECTION / P-AIMS/Legal Unit
Classification Simple
Type of Transaction G2G - Government to Government; G2B- Government to Business
Who may avail: Employers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Copy of the Final Demand Letter Copy of the Final Demand Letter is served and explained to the
employer by personnel from Legal Unit
Copy of the Issued Billing Statement Copy of the Billing Statement Statement/Notice to Comply with 1st
Billing Statement is served and explained to the employer by the P-
AIMS/Accounts Officer
Generated Statement of Premium Account (SPA) for Billed Generated from the Electronic Premium Remittance System (EPRS)
Periods (For Non-Remittance of Premium Contributions)
Copy of the Computation of Interest Sheet for Billed Periods Issued by the designated P-AIMS/Accounts Officer
Payment Slip (Signed by the P-AIMS) Issued by the designated P-AIMS/Accounts Officer
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON
RESPONSIBLE
Client coordinates with Legal Discuss the precedents and 10 minutes Legal Unit
Unit as to the settlement of require the client to submit
arrears the necessary documents for
validation by the P-AIMS/
Accounts Officer
Client coordinates with Receive and screen submitted 5 minutes P-AIMS/Accounts
designated P-AIMS/Accounts documents Officer
Officer:

If there are NO changes to the

billed amount, the client shall
67
submit a copy of thegenerated
Statement of Premium Account
(SPA)

If the total billed amount is

OUTDATED, the client shall
submit payroll copies for re-
computation of arrears
Validate the submitted 25 minutes P-AIMS/Accounts
documents vis-à-vis issued Officer
billing statement, PMAIS, and
Treasury Database for
adjustments to the billed
amount as needed.
Inform Legal Unit of the final 5 minutes P-AIMS/Accounts
amount for settlement based Officer
on the validation of submitted
documents
Issue the payment slip 2 minutes P-AIMS/Accounts
Officer
Refer the client to the LHIO- Total amount for settlement 3 minutes P-AIMS/Accounts
Cashier for receipt and is indicated in the Statement Officer
processing of payments. of Premium Account (for
non-remittance) and/or
computation of interest
sheet (for under-
remittances)

TOTAL See above 47 minutes

68
A. Local Health Insurance Offices
(LHIOs)

III. SUPPORT SERVICES

69
1. APPROVAL OF REQUEST FOR ORIENTATION

The Local Health Insurance Offices shall approve or facilitate approval of request for orientation by stakeholders.

Office/Division Local Health Insurance Offices - Support Services

Classification Simple or Complex
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request Letter (original) Requesting stakeholder
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON RESPONSIBLE
PAID TIME
If the request can be handled by the LHIO (A)
1. Submit letter request 1. Receive and stamp the date of receipt None 2 working days LHIO Admin Designate
to the LHIO Admin on the request letter and forward the
Designate same to the Chief Social Insurance
Officer (CSIO)
2. Assess the receive request, if it can be LHIO Head
handled by the LHIO staff or not

3. Approve the request and assign staff LHIO Head

who will conduct the orientation
4. Notify the requesting party that the Designated LHIO staff who will
request had been approve and set the conduct the orientation
date, and/or venue and platform of
the orientation.

TOTAL None 2 working days

70
If the request cannot be handled by the LHIO due to technicality (B)
1. Submit letter 1.1 Receive and stamp the date of receipt 2 working days
request to the LHIO on the request letter and forward the same
Admin Designate to the Chief Social Insurance Officer (CSIO)
1.2 Assess the receive request, if it can be
handled by the LHIO staff or not
1.3 Transmit the request letter to FOD 1 working day LHIO Admin Designate
1.4 Receive the endorsed request letter, FOD
assess the request and transmit the same
to the concerned Unit in the PRO
1.5 Seek approval of the conduct of 2 working days Concerned Unit
orientation
1.6 Approve the conduct of orientation Division Chief/RVP
1.7 Notify the requesting party that the Concerned Unit
request had been approve and set the date,
and/or venue and platform of the
orientation.
TOTAL None 5 working days

71
2. APPROVAL/DENIAL OF STAKEHOLDER’S REQUESTS BY THE REGIONAL VICE-PRESIDENTS

Processing of uncommon request by stakeholders and the nature of the request can only be decided by the Regional Vice President.
Office/Division Local Health Insurance Offices - Support Services
Classification Complex
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request Letter (original)
Valid signature and photo bearing ID of the member, if client is
the member (1 photocopy)
Authorization Letter from the member (original) and Valid
Signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)
Applicable supporting documents
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. Submit letter request 1. Receive and stamp the date of None 1 - 4 working days PRO/LHIO Head/Staff
to the PRO/LHIO Staff receipt on the letter request and
endorse to concerned units
2. Assess and verify the received Concerned Unit
documents and draft
recommendations for approval/denial
of the RVP through the division chiefs.
3. Approval or denial of the request 2 working days Regional Vice President
by the Regional Vice President
4. Send to the requesting stakeholder 1 working day ORVP Staff
the document containing the decision
made on the request, be it an approval
of denial.
TOTAL None 4 working days
72
3. GENERATION OF AUTHORIZATION TRANSACTION CODE (ATC)

Office / Division Local Health Insurance Offices

Classification Simple
Type of Transaction G2C - Government to Citizens
Who may avail All members
CHECKLIST OF REQUIREMENTS None
Request for Authorization Transaction Code (RATC) PhilHealth Office
Valid signature and photo bearing ID of the member, if client is the member (1
photocopy)
Authorization Letter from the member (original) and Valid Signature and photo
bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy)
PERSON
RESPONSIB
CLLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME LE
1. Submit a properly filled-out RATC to 1. Receive the accomplished RATC None 1 to 3 working days LHIO Staff/
any PhilHealth Office from the member PCARES
2. Screen completeness of
information in the application
form
3. Encode the preferred schedule
date in the appointment
module of the UPCM and
iCARES
4. Confirms the successful
generation of Authorization
Transaction Code (ATC)

73
 5. If printer is available, generate
and print the ATC
6. If camera is available, request
the beneficiary to take a digital
image of the QR code through
camera
7. If no available printer or
camera, write down the code
and sign the RATC
8. Release the ATC to the client
9. File the RATC
TOTAL None 3 working days

74
4. PROCESSING OF INQUIRY OR COMPLAINT RECEIVED THROUGH EMAIL BY THE PRO

Responding to the inquiries or complaints of stakeholders received through online channels.

Office/Division Public Affairs Unit
Classification G2G; G2B; G2C;
Type of Transaction Simple
Who may avail: All stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Receive inquiry of complaint
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Sends inquiry or complaint Acknowledge receipt of the inquiry or None 1 to 4 working Units in-charge of
through online channels complaint and inform the client that it days monitoring email and
(email, social media accounts, will be acted immediately other online platforms
etc.) used by the PRO
Evaluate inquiry or complaint receive
and identify responsible unit to act on
the concern of the client
Endorse the inquiry or complaint to the
concerned unit
Coordinate with the client if the Concerned Unit
resolution of the inquiry or complaint
requires additional documents or facts
If the inquiry can be answered or the
complaint can be resolve based solely on
the email receive, answer the inquiry or
informed the client of the actions taken
on the complaint immediately.

TOTAL None 4 working days

75
5. PUBLIC ASSISTANCE SERVICES
Provision of initial assistance to all walk-in clients of the Local Health Insurance Office for the purpose of establishing order and direction to
the transacting public.

Office/Division Local Health Insurance Office

Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business; G2C- Government to Citizen
Who may avail: All walk-in clients of the Local Health Insurance Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Valid signature and photo bearing ID of the member, if client is
the member (1 photocopy)
Authorization Letter from the member (original) and Valid
Signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
Secure information and Provide appropriate forms and None Maximum of 10 Public Assistance Staff - LHIO
appropriate PhilHealth information. None minutes per client
Forms, fill-out the forms
and ask for initial
direction
Get a queuing number Give queuing number and direct the
and wait for the number client to the appropriate frontline
to be called counter or area in the LHIO.
TOTAL None 10 minutes per
client

76
B. PHILHEALTH EXPRESS
I. MEMBERSHIP

77
1. MEMBER REGISTRATION, UPDATING OF RECORDS AND ISSUANCE OF MEMBER DATA RECORD AND PHILHEALTH IDENTIFICATION CARD
IN PHILHEALTH EXPRESS

Registration of new members, updating of member’s data records and generation of IDs and MDRs.
Office PhilHealth Expresses
Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All existing and prospective members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Principal Member
PhilHealth Member Registration Form (PMRF) (1 original copy) duly signed by PhilHealth Counter
the Member
Birth Certificate (1 photocopy) or 2 signature bearing Valid IDs (1 photocopy of Philippine Statistics Authority
each ID)
Barangay Certificate for First Time Job Seekers Concerned Barangay
Declaration of Dependents
PhilHealth Member Registration Form (PMRF) (1 original copy) duly signed by PhilHealth Counter
the Member
Birth Certificate of child with registry number (1 photocopy) Philippine Statistics Authority
Marriage Contract with registry number (1 photocopy) for dependent spouse Philippine Statistics Authority
Proof of relationship to the member for dependent parent and proof that the Philippine Statistics Authority
parent is already 60 years of age or proof of permanent disability, if applicable Any licensed physician
(1 photocopy each)
Senior Citizen Registrant
PhilHealth Member Registration Form (PMRF) (1 original copy) duly signed by PhilHealth Counter
the Member
OSCA - Senior Citizen ID or 2 Valid IDs with birthdate or Birth Certificate (1 Office of the Senior Citizens Affairs
photocopy)
Authorization Letter from the member (original) and 2 Valid signature and
photo bearing ID of the member and the representative, if the process is thru a
representative (1 photocopy of each ID)
78
 CLIENT STEPS AGENCY ACTION FEES TO PROCESSING TIME PERSON RESPONSIBLE
BE PAID
Membership Registration and updating of records
Give queuing number and PMRF to client None 5 minutes per PMRF Frontline Officer –
Fill up the PhilHealth PhilHealth Express
Member Registration
Form (PMRF)
Submit the filled-up Receive and assess completeness of the receive
PMRF and the documents
supporting documents to
the Frontline Counter If the receive document is not complete, return the
when number is called same and advise clients accordingly
If complete, process receive documents
Print ID and MDR and request client to check the
printed information for accuracy purposes
Check the details of the If the client finds an error, correct the error and
information in the ID or reprint ID and/or MDR
Member Data Record Release ID and MDR to the client
(MDR)
Receive ID and MDR
TOTAL None 5 minutes per PMRF

79
2. REQUEST FOR COPY OF PHILHEALTH IDENTIFICATION CARDS (PIC) AND MEMBER DATA RECORDS (MDR) IN PHILHEALTH EXPRESS
Issuance of existing PICs and MDRs by the PhilHealth Expresses

Office PhilHealth Expresses

Classification Simple
Type of Transaction G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who may avail: All existing and prospective members
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Valid signature and photo bearing ID of the member, if client is the
member (1 photocopy)
Authorization Letter from the member (original) and Valid signature
and photo bearing ID of the member and the representative, if the
process is thru a representative (1 photocopy)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Fill-up Request Form Give queuing number and the Request None 5 minutes Frontline Officer -
Form to client Philhealth Express
Submit the filled-up Receive the filled-up Request Form and None 5 minutes
Request Form to the print the PIC and/or MDR
Frontline Officer when Release the PIC and/or MDR to the None
number is called client
Received the PIC and/or None 5 minutes
MDR
TOTAL None 15 minutes

80
C. SATTELITE OFFICES
I. MEMBERSHIP

81
1. MEMBERSHIP REGISTRATION AND ISSUANCE OF MDR AND PIN
Registration of individuals belonging to the Informal Sector and Land based Migrant Worker Category at the POEA Operations Satellite Office.
Office/Division: POEA-OFP Operations Satellite Office
Classification: Simple
Type of Transaction: G2C - Government to Citizen; G2B - Government to Business
Who may avail: All individuals belonging to the Informal Sector and Land Based Migrant Worker category
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

PhilHealth Membership Registration Form duly signed by the

Member
Applicable supporting documents

Valid signature and photo bearing ID of the member, if client is the

member (1 photocopy)
Authorization Letter from the member (original) and Valid
Signature and photo bearing ID of the member and the
representative, if the process is thru a representative (1
photocopy)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. Submit duly accomplished 1. Receive and screen None 10 minutes Frontline Officer - POEA-OFP
PMRF and supporting documents duly accomplished PMRF with Operations Satellite Office
and payment slip once the supporting documents and
number is called. payment slip;
2. Encode/assign/update
member’s data;
3. Endorse payment slip
to the assigned Payment
Processor/ Collecting Officer

82
 and advise client to proceed
to the Payment
Processor/Cashier's window
and return after payment has
been made;
2. Proceed to the Cashier’s 4. Encode payment slip 5 minutes
window once number is called, and assign number
tender payment (premium
contribution) and receive Official
Receipt.
5. Receive payment, issue based on
OR and advice client/member monthly
to proceed to Frontline Officer income,
to get PhilHealth Identification subject to
Card (PIC) / Member Data ceiling
Record (MDR)
3. Proceed to Frontline Officer 6. Print and release PIC 5 minutes
and receive PhilHealth and MDR to the
Identification Card and MDR Client/Member

TOTAL: None 20 minutes

83
2. MEMBERSHIP REGISTRATION AND ISSUANCE OF MDR AND PIN (FOREIGN NATIONALS)

Membership Registration And Issuance Of Mdr And Pin (Foreign Nationals)

Office/Division: POEA-OFP Operations Satellite Office

Classification: Simple
Type of Transaction: G2C - Government to Citizen; G2B - Government to Business
Who may avail: All Foreign Nationals willing and qualified to become a member of the National Health Insurance
Program
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

PhilHealth Membership Registration Form (PMRF) duly signed by the PhilHealth website
Member
PRA Identification Card, or Special Resident Retiree’s Visa (SRRV), or Member
Alien Certificate of Registration (ACR I-card)
Applicable supporting documents Member

Valid signature and photo bearing ID of the member, if client is the Member
member (1 photocopy)
Authorization Letter from the member (original) and Valid Signature Member
and photo bearing ID of the member and the representative, if the
process is thru a representative (1 photocopy)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON

RESPONSIBLE
Submit duly accomplished PMRF, Receive and screen duly None 10 minutes Frontline Officer -
PRA Identification Card or Special accomplished PMRF with POEA-OFP
Resident Retiree’s Visa (SRRV) , Alien supporting documents and Operations Satellite
Certificate of Registration Identity payment slip; Office
Card (ACR I-Card) and supporting Encode/assign/update member’s
documents once the number is data;

84
called Endorse payment slip to the
assigned Payment Processor/
Collecting Officer and advise
client to proceed to the Payment
Processor/Cashier's window and
return after payment has been
made;
2. Proceed to the Cashier’s window Encode payment slip and assign 5 minutes
once number is called, tender number
payment (premium contribution) Receive payment, issue OR and 17,000/annual
and receive Official Receipt. advice client/member to 15,000/annual for
proceed to Frontline Officer to PRA Foreign
get PhilHealth Identification Card Retirees
(PIC) / Member Data Record
(MDR)
Print and release PIC and MDR to 5 minutes
the Client/Member
3. Proceed to Frontline Officer and
receive PhilHealth Identification
Card and MDR
17,000/annual
TOTAL: 15,000/annual for 20 minutes
PRA Foreign
Retirees

85
 CENTRAL OFFICE

D. Corporate Affairs Group (CAG)

I. Corporate Action Center (CAC)

86
1. HANDLING OF SIMPLE CLIENT QUERIES AND FEEDBACK THRU CALLS

Simple queries or feedback from external clients via hotline (02) 8-441-7442.
Office: Corporate Action Center (CAC)
Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channel:
hotline (02) 8-441-7442
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Call hotline 1. Respond with standard opening spiel None 8 minutes Call, SMS, FB
(02) 8-441-7442 agent
2. Give consent on use of personal data 2. Secure consent on use of personal data in the
in order to proceed with query transaction and for quality assurance purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

None 4. View client’s profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information

87
5. Receive response 6. Provide response to the query or feedback including
other relevant information using spiels
None 7. Provide contact details and transaction reference
number for follow-up
None 8. Encode transaction in CSMS/Tallysheet and close
directly resolved transaction.
TOTAL None 8 minutes

88
2. HANDLING OF COMPLEX CLIENT QUERIES AND FEEDBACK THRU CALLS

Complex Queries or feedback from external clients via hotline (02) 8-441-7442.
Office: Corporate Action Center (CAC)
Classification: Complex
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channels:
hotline (02) 8-441-7442

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Call hotline 1. Respond with standard opening spiel None 8 minutes Call Channel
(02) 8-441-7442 agent
2. Give consent on use of personal data 2. Secure consent on use of personal data in the
in order to proceed with query transaction and for quality assurance purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

None 4. View client’s profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information

89
5. Receive initial response 6. Provide initial response to the query or feedback
including other relevant information using spiels

7. Provide contact details and transaction reference

number for follow-up
None 8. Encode transaction in CSMS/Tally sheet.
9. Escalate complex transaction to Team Leader for
level 2 resolution of other office.
None 10. Coordinate and endorse transaction to responsible 2.9 working Call Channel
office thru CSMS, and record in CAC Log sheet days Team Leader

5. Provide requested information 11. Request client for additional 4 working Other office
information/documents required for processing, if days
lacking

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.
6. Receive services and/or final 12. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: This may include appropriate redress for non-

conforming services i.e. re-work, correction of errors,
giving of apology to the client, correction of other
affected processes or services.

90
 13. Communicate final response to client

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

TOTAL: None 7 Working

Days

Note: TAT of Activity 10 is 2.9 working days due to required coordination with other office and volume of escalated calls. As allowed under
EODB Law, TAT extension of additional 20 working days may be applied for technical transactions, provided that, client is informed prior to
deadline.

91
3.HANDLING OF TECHNICAL CLIENT QUERIES AND FEEDBACK THRU CALLS

Technical queries or feedback from external clients via hotline (02) 8-441-7442.
Office: Corporate Action Center (CAC)
Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channels:
hotline (02) 8-441-7442

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Call hotline (02) 8-441-7442 1. Respond with standard opening spiel None 8 minutes Call Channel
Agent
2. Give consent on use of personal data 2. Secure consent on use of personal data in the
in order to proceed with query transaction and for quality assurance purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

None 4. View client’s profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information

92
5. Receive initial response 6. Provide initial response to the query or feedback
including other relevant information using spiels

7. Provide contact details and transaction reference

number for follow-up
None 8. Encode transaction in CSMS/Tally sheet.
None 9. Escalate technical transaction to Team Leader for
resolution of other office.
None 10. Coordinate and endorse to responsible office thru 2.9 working Call Channel
CSMS, and record in CAC Log sheet days Team Leader
6. Provide requested information, if 11. Request client for additional 17 working Other office
required information/documents required for processing, if days
lacking

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.
7. Receive services and/or final 12. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

93
 13. Communicate final response to client

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

TOTAL: None 20 Working

Days
Note: TAT of Activity 10 is 2.9 working days due to required coordination with other office and volume of escalated calls. As allowed under
EODB Law, TAT extension of additional 20 working days may be applied for technical transactions, provided that, client is informed prior to
deadline.

94
4. HANDLING OF CLIENT QUERIES AND FEEDBACK THRU EMAIL (LEVEL 1- FOR DIRECT RESOLUTION)

Simple queries or feedback from external clients via actioncenter@philhealth.gov.ph.

Office: Corporate Action Center (CAC)
Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channel:
actioncenter@philhealth.gov.ph
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Send simple email to 1. Sort and distribute 80 valid emails to agents None 3 working CAC Team
actioncenter@philhealth.gov.ph days Leader
None 2. Read email and check available information for CAC Agent
database look-up
None 3. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

2. Receive final response 4. Respond to email using spiel based on available

information.
Note:
Response may be as follows:
- Final response (if information/document provided is
sufficient to make a response)
- Request for client to provide additional
information/documents

95
 Contact information of CAC for follow-up is provided.

None 5. Encode transaction in CSMS/Tally sheet and close

directly resolved transaction.
TOTAL: None 3 Working
Days
Note: TAT of 3 days includes cycle time. It is based on current capacity to manage regular volume of emails, with quota set at 80 per agent per
day. As allowed under EODB Law, TAT extension of additional 3 working days may be applied for simple transactions, provided that, client is
informed prior to deadline.

96
5. HANDLING OF CLIENT QUERIES AND FEEDBACK THRU EMAIL (LEVEL 2- FOR ENDORSEMENT TO OTHER OFFICE)
Complex queries or feedback from external clients received by Corporate Action Center via email (actioncenter@philhealth.gov.ph.). These
transactions are for endorsement by CAC to another office for Level 2 resolution.

Office: Corporate Action Center (CAC)

Classification: Complex
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channel:
actioncenter@philhealth.gov.ph

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Send email to 1. Sort and distribute 80 valid emails to agents None 3 working CAC Team
actioncenter@philhealth.gov.ph days Leader
None 2. Read email and check available information for CAC Agent
database look-up
None 3. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

2. Receive acknowledgement and initial 5. Respond with acknowledgement and initial response
response using spiel based on available information and
database

Contact information of CAC for follow-up are provided.

97
 None 5. Encode transaction in CSMS/tally sheet.
None 6. Escalate complex transaction to Team Leader for
resolution of other office.
None 7. Coordinate and endorse to responsible office thru CAC Team
CSMS, and record in CAC Log sheet Leader

3. Provide requested information 8. Request client for additional information/documents 4 working Other office
required for processing, if applicable. days

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

4. Receive services and/or final 9. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

98
 10. Communicate final response to client

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

TOTAL: None 7 working

days
Note: TAT of 3 days for endorsements includes cycle time. It is based on current capacity to manage regular volume of emails, with quota set
at 80 per agent per day. As allowed under EODB Law, TAT extension of additional 7 working days may be applied for complex transactions,
provided that, client is informed prior to deadline.

99
6. HANDLING OF CLIENT QUERIES AND FEEDBACK VIA EMAIL
Queries or feedback from external clients received by Corporate Action Center via email (actioncenter@philhealth.gov.ph.). These
transactions are for endorsement by CAC and for Level 2 resolution of another office involving provision of core services (i.e. membership,
collection, claims, accreditation, etc.) and/or review and management approval process.
Office: Corporate Action Center (CAC)
Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channel:
actioncenter@philhealth.gov.ph

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Send email to 1. Sort and distribute 80 valid emails to agents None 3 working CAC Team
actioncenter@philhealth.gov.ph days Leader
None 2. Read email and check available information for CAC Agent
database look-up
None 3. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

100
2. Receive acknowledgement and initial 5. Respond with acknowledgement and initial response
response using spiel based on available information and
database

Contact information of CAC for follow-up are provided.

None 5. Encode transaction in CSMS/Tally sheet.

None 6. Escalate technical transaction to Team Leader for
resolution of other office.
None 7. Coordinate and endorse to responsible office thru CAC Team
CSMS, and record in CAC log sheet Leader
3. Provide requested information 8. Request client for additional information/documents 8 working Other office
required for processing, if applicable. days

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

5. Receive services, if applicable 9. Provide services as may be related to the client's

concern, in accordance with existing corporate policies
and procedures.

101
 None 10. Prepare final response letter to client using spiel 3 working
and based on available information. days

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.
None 11. Review draft response letter 3 working
None 12. Revise draft response letter as necessary days
None 13. Sign final response
6. Receive final response letter 14. Release response letter to client
TOTAL: None 20 working
days
Note: TAT of 3 days for endorsement of CAC includes cycle time. It is based on current capacity to manage regular volume of emails, with
quota set at 80 per agent per day. As allowed under EODB Law, TAT extension of additional 20 working days may be applied for technical
transactions, provided that, client is informed prior to deadline.

102
7. HANDLING OF CLIENT QUERIES AND FEEDBACK VIA SOCIAL MEDIA AND SMS (LEVEL 1- FOR DIRECT RESOLUTION)
Simple queries or feedback from external clients via "PhilHealth official" Facebook page and text line 0917-898-7442.
Office: Corporate Action Center (CAC)
Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channels:
"PhilHealthofficial" Facebook page
Textline 0917-898-7442.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Send message to 1. Respond with standard opening spiel None 3 working CAC Agent
PhilHealth FB page, or textline 0917- days
898-7442.
2. Give consent on use of personal data 2. Message client to secure consent on use of personal
in order to proceed with query data in the transaction and for quality assurance
purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

None 4. View client's profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

103
4. Answer security questions 5. Perform information security protocol, if involving
sensitive personal information

5. Receive final response 6. Provide response to the query or feedback including

other relevant information using spiels

7. Provide contact details and transaction reference

number for follow-up
None 8. Provide closing spiel.

None 9. Encode transaction in CSMS/Tallysheet and close

directly resolved transaction.
TOTAL: None 3 working
days
Note: TAT of 3 days processing by CAC includes cycle time. It is based on current capacity to manage regular volume of emails, with quota set
at 80 per agent per day. As allowed under EODB Law, TAT extension of additional 3 working days may be applied for simple transactions,
provided that, client is informed prior to deadline.

104
8. HANDLING OF CLIENT QUERIES AND FEEDBACK VIA SOCIAL MEDIA AND SMS (LEVEL 2- FOR ENDORSEMENT TO OTHER OFFICE)

Queries or feedback from external clients received by Corporate Action Center via "PhilHealth official" Facebook page and Textline 0917-898-
7442. These transactions are for endorsement by CAC and for Level 2 resolution of another office involving provision of core services (i.e.
membership, collection, claims, accreditation, etc) with review process.
Office: Corporate Action Center (CAC)
Classification: Complex
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channels:
"PhilHealth official" Facebook page
Textline 0917-898-7442.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Send message to 1. Respond with standard opening spiel None 3 working CAC Agent
PhilHealth FB page, or textline 0917- days
898-7442.
2. Give consent on use of personal data 2. Message client to secure consent on use of personal
in order to proceed with query data in the transaction and for quality assurance
purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

105
 None 4. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information

5. Receive acknowledgement and initial 6. Provide acknowledgement and initial response to

response the query or feedback including other relevant
information using spiels

7. Provide contact details and transaction reference

number for follow-up

8. Provide closing spiel.

None 9. Escalate complex transaction to Team Leader for

resolution of other office.
None 10. Coordinate and endorse to responsible office thru CAC Team
CSMS, and record in CAC log sheet Leader

106
5. Provide requested information 11. Request client for additional 4 working Other office
information/documents required for processing, if days
applicable.

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

6. Receive services and/or final 12. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.
13. Communicate final response to client

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.
TOTAL: None 7 working
days
Note: TAT of working 3 days processing by CAC includes cycle time. It is based on current capacity to manage regular volume of sms and FB
messages, with quota set at 80 per agent per day. As allowed under EODB Law, TAT extension of additional 3 working days may be applied for
simple transactions, provided that, client is informed prior to deadline.

107
9. HANDLING OF TECHNICAL CLIENT QUERIES AND FEEDBACK VIA SOCIAL MEDIA AND SMS
Queries or feedback from external clients via "PhilHealth official" Facebook page and textline 0917-898-7442. These transactions are for
endorsement by CAC and for Level 2 resolution of another office involving provision of core services (i.e. membership, collection, claims,
accreditation, etc) with review and management approval process. .
Office: Corporate Action Center (CAC)
Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Corporate Action Center channels:
"PhilHealth official" Facebook page
Textline 0917-898-7442.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Send message to 1. Respond with standard opening spiel None 3 working CAC Agent
PhilHealth FB page, or textline 0917- days
898-7442.
2. Give consent on use of personal data 2. Message client to secure consent on use of personal
in order to proceed with query data in the transaction and for quality assurance
purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

None 4. View client's profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

108
4. Answer security questions 5. Perform information security protocol, if involving
sensitive personal information

5. Receive acknowledgement and initial 6. Provide acknowledgment and initial response to the
response query or feedback including other relevant information
using spiels
7. Provide contact details and transaction reference
number for follow-up
8. Provide closing spiel

None 9. Escalate technical transaction to Team Leader for

resolution of other office.

None 10. Coordinate and endorse to responsible office thru CAC Team
CSMS, and record in CAC log sheet Leader
5. Provide requested information 11. Request client for additional 8 working Other office
information/documents required for processing, if days
applicable.

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

109
5. Receive services, if applicable 12. Provide services as may be related to the client's
concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

None 14. Prepare final response letter to client using spiel 3 working
and based on available information. days

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

None 15. Review draft response letter 3 working

days
None 16. Revise draft response letter as necessary
None 17. Sign final response
6. Receive final response letter 18. Release response letter to client
TOTAL: None 20 working
days
Note: TAT of 3 working days processing by CAC includes cycle time. It is based on current capacity to manage regular volume of SMS and FB
messages, with quota set at 80 per agent per day. As allowed under EODB Law, TAT extension of additional 3 working days may be applied for
simple transactions, provided that, client is informed prior to deadline.

110
10. HANDLING OF COMPLEX CLIENT QUERIES AND FEEDBACK VIA LETTER
Queries or feedback from external clients via letter (including letters from Presidential Complaint Center which are for Level 1 resolution by
CAC with review and approval process.
Office: Corporate Action Center (CAC)
Classification: Complex
Type of Transaction: G2C- Government to Citizen ,G2G-Government to Government
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Thru letter sent to:
Philippine Health Insurance Corporation
Head Office
CityState Center, 709 Shaw Boulevard
Oranbo, Pasig City
Presidential Complaint Center
pcc@malacanang.gov.ph (letter)
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Send query/feedback via letter to 1. Sort and distribute letters to agents 4 working Letter
PhilHealth Head Office days Channel
Team Leader

None 2. Read letter and check available contact information. Letter

Channel
Agent
2. Provide requested information 3. Contact client thru phone, text or email (if available),
ask /clarify concern and request for name and PIN and
other required information as necessary.

111
 None 4. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

3. Receive initial response 5. Resolve concern through phone, text or email, if

possible.
None 6. Prepare response letter using spiel and based on 3 working
available information. days
Note:
Response may be as follows:
- Documentation of the resolution (if outrightly
resolved via phone)
- Final response (if information/document provided is
sufficient to make a response)
- Request for client to provide additional
information/documents (if client was not able to
provide requested information or was not contacted in
Step 3).

Contact information of CAC for follow-up is provided.

None 7. Review draft response letter and provide comments, CAC Head
if any
None 8. Finalize reply letter, if with comments Letter
Channel
Agent
None 9. Sign finalized response letter CAC Head

112
4. Receive final response letter 10. Release response letter to client via email (if Releasing
available) or thru PhilHealth Mailing Section Staff

TOTAL: None 7 working

days
Note: TAT of 7 working days processing by CAC includes cycle time. It is based on current capacity to manage regular volume of Letters. As
allowed under EODB Law, TAT extension of additional 7 working days may be applied for complex transactions, provided that, client is
informed prior to deadline.

113
11.HANDLING OF CLIENT QUERIES AND FEEDBACK VIA LETTER (LEVEL 2 - FOR INITIAL RESPONSE OF CAC AND RESOLUTION OF OTHER
OFFICE)
Technical queries or feedback from external clients via letter (including letters from Presidential Complaint Center). These transactions are for
endorsement by CAC and for Level 2 resolution of another office involving provision of core services (i.e. membership, collection, claims,
accreditation, etc.) with review and management approval process. .
Office: Corporate Action Center (CAC)
Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen ,G2G-Government to Government
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Thru letter sent to:
Philippine Health Insurance Corporation
Head Office
CityState Center, 709 Shaw Boulevard
Oranbo, Pasig City
Presidential Complaint Center
pcc@malacanang.gov.ph (letter)
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Send query/feedback via letter to 1. Assign letters to agents 3 working Letter
PhilHealth Head Office days Channel
Team Leader
None 2. Read letter and check available contact information. Letter
Channel
Agent
2. Provide requested information 3. Contact client thru phone or text (if available), ask
/clarify concern and request for name and PIN and
other information/document, if lacking.

114
 None 4. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

None 5. Coordinate technical transaction with concerned

office, as necessary, and provide advance copy of letter
and attachments
None 6. Encode transaction in CSMS and Long sheet
None 7. Prepare acknowledgement letter to client and
endorsement memorandum to responsible office,
using spiel and based on available information.

Contact information of CAC for follow-up is provided.

None 8. Review draft response letter and endorsement 3 working CAC Head
days
None 9. Revise draft response and endorsement as necessary Letter
Channel
Agent
None 10. Sign finalized response and endorsement letter CAC Head

3. Receive acknowledgement and initial 11. Release acknowledgement and initial response Email Team
response letter letter to client via email (if available) or thru PhilHealth or Releasing
Mailing Section and endorsement Staff

115
 None 12. Release endorsement memo to responsible office Email
via official email and via CSMS; encode in log sheet Channel TL
and Letter
Channel
Agent
4. Provide requested information 13. Request client for additional 8 working Other office
information/documents required for processing, if days
applicable.

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

5. Receive services, if applicable 14. Provide services as may be related to the client's
concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

116
 None 15. Prepare final response letter to client using spiel 3 working Action Officer
and based on available information. days Designate
(AOD) of
Note: For services that have long processing time (i.e. Other Office
claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

None 16. Review draft response letter 3 working Head of

days Other Office
None 17. Revise draft response letter as necessary Action Officer
Designate
(AOD) of
Other Office
None 18. Sign final response Head of
Other Office
6. Receive final response letter 19. Release response letter to client via email (if Releasing
available) Staff
TOTAL: None 20 working
days
Note: As allowed under EODB Law, TAT extension of additional 20 working days may be applied for technical transactions, provided that,
client is informed prior to deadline.

117
12. HANDLING OF SIMPLE CLIENT QUERIES AND FEEDBACK LODGED TO GOVERNMENT CHANNELS (LEVEL 1 - FOR DIRECT RESOLUTION OF
CAC)
Simple queries or feedback from external clients lodged to Government Channels i.e. 8888, CSC-CCB and ARTA (with online system). These
transactions are for direct resolution by CAC using pre-approved spiels and not requiring review and approval process. .
Office: Corporate Action Center (CAC)
Classification: Simple
Type of Transaction: G2C- Government to Citizen,G2G Government to Government
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Anti-Red Tape Authority (ARTA):
complaints@arta.gov.ph
8-478-5093
Presidential Complaint Center (PCC):
8888
Contact Center ng Bayan (CCB):
email@contactcenterngbayan.gov.ph
0908-881-6565

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Client sends query/feedback thru 1. Receive endorsement from Government Channel None 3 working CAC Technical
Government Channel days Point Person

Government Channel endorses (Initial action

feedback/ transaction to CAC must be
within 72
hours)

118
 None 2. Read client's concern and check available contact
information.
2. Provide requested information 3. Contact client thru phone or text (if available), ask
/clarify concern and request for name and PIN and
other required information as necessary.

None 4. Record initial action in Government Channel's online

system and upload documentation.

Contact information of CAC for follow-up is provided.

None 5. View client's profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

3. Receive final response 6. Immediately resolve simple concern through text or

email for documentation.
None 7. Record resolution of transaction in Government
Channel's online system and upload documentation.

Contact information of CAC for follow-up is provided.

119
 None 8. Record transaction in CSMS and close directly
resolved transaction.

TOTAL: None 3 working

days
Note: Initial contact with client must be with concrete and specific action within 72 hours from receipt, as mandated by EO 6, 2016. As
allowed under EODB Law, TAT extension of additional 3 working days may be applied for simple transactions, provided that, client is informed
prior to deadline.

120
13. HANDLING OF COMPLEX CLIENT QUERIES AND FEEDBACK LODGED TO GOVERNMENT CHANNELS
(LEVEL 1 - DIRECT RESOLUTION, COMPLEX - WITH NO AVAILABLE SPIEL)
Queries or feedback from external clients lodged to Government Channels i.e. 8888, CSC-CCB and ARTA (with online system). These
transactions are for direct resolution by CAC without pre-approved spiels and requiring review and approval process. .

Office: Corporate Action Center (CAC)

Classification: Complex
Type of Transaction: G2C- Government to Citizen,G2G Government to Government
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Anti-Red Tape Authority (ARTA):
complaints@arta.gov.ph
8-478-5093
Presidential Complaint Center (PCC):
8888
Contact Center ng Bayan (CCB):
email@contactcenterngbayan.gov.ph
0908-881-6565

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Client sends query/feedback thru 1. Receive endorsement from Government Channel None 3 working CAC Technical
Government Channel days Point Person

Government Channel endorses

feedback/ transaction to CAC (Initial action
must be
within 72
hours)
121
 None 2. Read client's concern and check available contact
information.
2. Provide requested information 3. Contact client thru phone, text or email (if available),
ask /clarify concern and request for name and PIN and
other required information as necessary.

None 4. Encode initial actions in Government Channel's

online system.
None 5. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

None 6. Prepare response based on available information. 4 working

Note: days
Response may be as follows:

Contact information of CAC for follow-up is provided.

None 7. Review draft response CAC Head

None 8. Finalize response as necessary CAC Technical
Point Person
None 9. Approve finalized response CAC Head
4. Receive final response letter 10. Release response to client via email (if available) CAC Technical
Point Person

122
 None 11. Record resolution of transaction and upload CAC Technical
documentation in Government Channel's online Point Person
system.
None 12. Close the transaction ticket in CSMS
TOTAL: None 7 working
days
Note: As allowed under EODB Law, TAT extension of additional 7 working days may be applied for complex transactions, provided that, client
is informed prior to deadline.

123
14. HANDLING OF CLIENT QUERIES AND FEEDBACK LODGED TO GOVERNMENT CHANNELS
(LEVEL 2 - FOR ENDORSEMENT TO OTHER OFFICE)
Simple queries or feedback from external clients lodged to Government Channels i.e. 8888, CSC-CCB and ARTA (with online system). These
transactions are for direct resolution by CAC without pre-approved spiels and requiring review and approval process. .
Office: Corporate Action Center (CAC)
Classification: Complex
Type of Transaction: G2C- Government to Citizen,G2G Government to Government
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Anti-Red Tape Authority (ARTA):
complaints@arta.gov.ph
8-478-5093
Presidential Complaint Center (PCC):
8888
Contact Center ng Bayan (CCB):
email@contactcenterngbayan.gov.ph
0908-881-6565
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Client sends query/feedback thru 1. Receive endorsement from Government Channel None 2 working CAC Technical
Government Channel days Point Person

Government Channel endorses

feedback/ transaction to CAC (Initial action
None 2. Read client's concern and check available contact must be
information. within 72

124
2. Provide requested information 3. Contact client thru phone, text or email (if available), hours)
ask /clarify concern and request for name and PIN and
other required information as necessary.

None 4. Encode initial actions in Government Channel's

online system.
None 5. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

None 6. Coordinate and endorse complex transaction with

concerned office via email for documentation.

None 7. Encode transaction and initial actions in Government

Channel's online system and in CSMS and log sheet.

3. Provide requested information 8. Request client for additional information/documents 5 working Other office
required for processing, if applicable. days

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

125
4. Receive services and/or final 9. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.
10. Communicate final response to client

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

None 11. Record status of transaction in CSMS and endorse Action Officer
to CAC Technical Point Person for closure Designate
(AOD) of
Other Office
None 12. Record resolution of transaction and upload CAC Technical
documentation in Government Channel's online Point Person
system. Contact information of CAC for follow-up is
provided.
None 13. Close the transaction ticket in CSMS
TOTAL: None 7 working
days
Note: As allowed under EODB Law, TAT extension of additional 7 working days may be applied for complex transactions, provided that, client
is informed prior to deadline.

126
15. HANDLING OF CLIENT QUERIES AND FEEDBACK LODGED TO GOVERNMENT CHANNELS
Queries or feedback from external clients via letter (including letters from Presidential Complaint Center) which are for endorsement by CAC
and for Level 2 resolution of another office involving provision of core services (i.e. membership, collection, claims, accreditation, etc.) with
review and management approval process. .

Office: Corporate Action Center (CAC)

Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen,G2G Government to Government
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Anti-Red Tape Authority (ARTA):
complaints@arta.gov.ph
8-478-5093
Presidential Complaint Center (PCC):
8888
Contact Center ng Bayan (CCB):
email@contactcenterngbayan.gov.ph
0908-881-6565
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Client sends query/feedback thru 1. Receive endorsement from Government Channel None 3 working CAC Technical
Government Channel days Point Person

Government Channel endorses

feedback/ transaction to CAC (Initial action
must be
within 72
hours)

127
 None 2. Read client's concern and check available contact
information.
2. Provide requested information 3. Contact client thru phone, text or email (if available),
ask /clarify concern and request for name and PIN and
other required information as necessary.

None 4. Encode initial actions in Government Channel's

online system.

None 5. View client's profile using Customer Service

Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

None 6. Coordinate and endorse complex transaction with

concerned office via email for documentation.

None 7. Encode transaction and initial actions in Government

Channel's online system and in CSMS and Logsheet.

128
3. Provide requested information 8. Request client for additional information/documents 8 working Other office
required for processing, if applicable. days

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

4. Receive services, if applicable 9. Provide services as may be related to the client's

concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

None 10. Prepare final response letter to client using spiel 3 working Action Officer
and based on available information. days Designate
(AOD) of
Note : For services that have long processing time (i.e. Other Office
claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

129
 None 11. Review draft response letter 3 working Head of
days Other Office

None 12. Revise draft response letter as necessary Action Officer

Designate
(AOD) of
Other Office
None 13. Sign final response Head of
Other Office
6. Receive final response letter 14. Release response letter to client via email (if Releasing
available) or thru PhilHealth Mailing Section. Staff

None 15. Record status of transaction in CSMS and endorse 3 working Action Officer
to CAC Technical Point Person for closure days Designate
(AOD) of
Other Office
None 16. Record resolution of transaction and upload CAC Technical
documentation in Government Channel's online Point Person
system.

Contact information of CAC for follow-up is provided.

None 17. Close the transaction ticket in CSMS

TOTAL: None 20 working

days
Note: As allowed under EODB Law, TAT extension of additional 20 working days may be applied for technical transactions, provided that,
client is informed prior to deadline.

130
16. HANDLING OF SIMPLE CLIENT QUERIES AND FEEDBACK VIA CAC WALK-IN COUNTER
Simple queries or feedback from external clients via CAC Walk-In Counter.

Office: Corporate Action Center (CAC)

Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For complaints against non-remitting employers: CAC Walk-In Counter
- "Salaysay" or affidavit (available at CAC) Room 706, CityState Center,
- Payslip and proof of non-payment 709 Shaw Boulevard,
Oranbo, Pasig City
For all other complaints and queries: NONE

Core processes on membership, collection, benefit availment and accreditation are not available
at CAC.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Submit simple query/feedback at 1. Respond with standard opening spiel None 8 minutes CAC Walk-In
CAC Walk-In Counter Agent
2. Give consent on use of personal data 2. Secure consent on use of personal data in the
in order to proceed with query transaction and for quality assurance purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

131
 None 4. View client’s profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information
5. Receive final response and 6. Provide response to the query or feedback including
information materials other relevant information using spiels

7. Provide contact details and transaction reference

number for follow-up
None 8. Encode transaction in CSMS and log sheet and close
directly resolved transaction.

TOTAL: None 8 minutes

132
17. HANDLING OF COMPLEX CLIENT QUERIES AND FEEDBACK VIA CAC WALK-IN COUNTER

Complex queries or feedback from external clients via CAC Walk-In Counter.

Office: Corporate Action Center (CAC)

Classification: Complex
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For complaints against non-remitting employers: CAC Walk-In Counter
- "Salaysay" or affidavit (available at CAC) Room 706, Citystate Center,
- Payslip and proof of non-payment 709 Shaw Boulevard,
Oranbo, Pasig City
For all other complaints and queries: NONE

Core processes on membership, collection, benefit availment and accreditation are not available
at CAC.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Submit complex query/feedback at 1. Respond with standard opening spiel None 8 minutes CAC Walk-In
CAC Walk-In Counter Agent
2. Give consent on use of personal data 2. Secure consent on use of personal data in the
in order to proceed with query transaction and for quality assurance purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

133
 None 4. View client’s profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information
5. Accomplish forms and attach 6. Require to accomplish forms and submit supporting
supporting documents documents as applicable (based on requirements per
process as posted in www.philhealth.gov.ph)

5. Receive acknowledgment and initial 7. Provide response to the query or feedback including
response other relevant information using spiels

8. Provide contact details and transaction reference

number for follow-up
None 10. Encode transaction in CSMS and Logsheet.

None 11. Coordinate complex transaction with concerned 2.9 working CAC Walk-In
office, as necessary, and provide advance copy of days Agent
letter and attachments

None 12. Prepare endorsement memorandum to responsible

office, using spiel and based on available information.

None 13. Review draft endorsement CAC Head

None 14. Revise draft endorsement as necessary CAC Walk-In
Agent
134
 None 15. Sign finalized endorsement letter CAC Head
None 16. Release endorsement memo to responsible office CAC Walk-In
via official email and via CSMS agent

7. Provide requested information 17. Request client for additional 4 working Other office
information/documents required for processing, if days
applicable.

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

8. Receive services and/or final 18. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

135
 19. Communicate final response to client

Note: For services that have long processing time (i.e.

claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

TOTAL: None 7 working

days
Note: As allowed under EODB Law, TAT extension of additional 7 working days may be applied for complex transactions, provided that, client
is informed prior to deadline.

136
18. HANDLING OF TECHNICAL CLIENT QUERIES AND FEEDBACK VIA CAC WALK-IN COUNTER

Technical queries or feedback from external clients via CAC Walk-In Counter.

Office: Corporate Action Center (CAC)

Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen
Who may avail: All external clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For complaints against non-remitting employers: CAC Walk-In Counter
- "Salaysay" or affidavit (available at CAC) Room 706, CityState Center,
- Payslip and proof of non-payment 709 Shaw Boulevard,
Oranbo, Pasig City
For all other complaints and queries: NONE

Core processes on membership, collection, benefit availment and accreditation are not available
at CAC.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Submit technical query/feedback at 1. Respond with standard opening spiel None 8 minutes CAC Walk-In
CAC Walk-In Counter agent
2. Give consent on use of personal data 2. Secure consent on use of personal data in the
in order to proceed with query transaction and for quality assurance purposes

3. Provide requested information 3. Ask /clarify client's concern as necessary and request
for name and PIN and other required information.

137
 None 4. View client's profile using Customer Service
Management System (CSMS) and assess information
needs of client (including other aspects of participation
in the National Health Insurance Program.)

4. Answer security questions 5. Perform information security protocol, if involving

sensitive personal information
5. Accomplish forms and attach 6. Require to accomplish forms and submit supporting
supporting documents documents as applicable (based on requirements per
process as posted in www.philhealth.gov.ph)

6. Receive acknowledgement and initial 7. Provide acknowledgement and initial response to

response the query or feedback including other relevant
information using spiels
8. Provide contact details and transaction reference
number for follow-up
None 9. Encode transaction in CSMS None 2.9 working CAC Walk-In
days agent
None 10. Coordinate technical transaction with concerned
office, as necessary, and provide advance copy of
letter and attachments
None 11. Prepare endorsement memorandum to responsible
office, using spiel and based on available information.

None 12. Review draft endorsement CAC Head

None 13. Revise draft endorsement as necessary CAC Walk-In
agent
None 14. Sign finalized endorsement letter CAC Head

138
 None 15. Release endorsement memo to responsible office CAC Walk-In
via official email and via CSMS agent

7. Provide requested information 16. Request client for additional None 8 working Other office
information/documents required for processing, if days
applicable.

Note: Includes at least 3 correct information validated

against client's database records for information
security purposes, if applicable.

8. Receive services and/or final 17. Provide services as may be related to the client's
response concern, in accordance with existing corporate policies
and procedures.

Note: These may also include appropriate redress for

non-conforming services i.e. re-work, correction of
errors, correction of other affected processes or
services, and giving of apology to the client.

139
 None 18. Prepare final response letter to client using spiel 5 working Action Officer
and based on available information. days Designate
(AOD) of
Note: For services that have long processing time (i.e. Other Office
claims, employer billing, claim appeal, etc.), current
status may just be provided as final response, provided
that contact information for follow-up is duly
communicated.

None 19. Review draft response letter 4 working Head of

days Other Office
None 20. Revise draft response letter as necessary Action Officer
Designate
(AOD) of
Other Office
None 21. Sign final response Head of
Other Office
6. Receive final response letter 22. Release response letter to client via email (if Releasing
available) or thru PhilHealth Mailing Section. Staff

TOTAL: None 20 working

days
Note: As allowed under EODB Law, TAT extension of additional 20 working days may be applied for technical transactions, provided that,
client is informed prior to deadline.

140
 D. Corporate Affairs Group (CAG)
II. Corporate Marketing Department (CORMAR)

141
1. REQUEST FOR CLEARANCE OF MATERIAL/S FROM EXTERNAL PARTNERS
Request made by an external partner for the clearance/approval of marketing collaterals they have produced in which the PhilHealth
corporate signature, other branding standards, and any information on PhilHealth products/services, are applied.
Office: Corporate Marketing Department (CorMar)
Classification: Complex
Type of Transaction: G2G – Government to Government
G2B – Government to Business Entity
Who may avail: Any Government or Private Agency/External Organization/Company
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Duly signed request letter for clearance and sample material/s To be done/sent by requesting external partner
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING TIME PERSON RESPONSIBLE
BE PAID
1. Submit request letter to 1. Receive request. None 1 day Critical Support Team
CorMar.
2. Ensure the proper application of Brand Management
PhilHealth brand elements. and Marketing
Collateral Development
Team (BMMCDT)
None 3. Check accuracy of the content of the 4 hours BMMCDT
material/s relative to the PhilHealth product
and services.

None 4. Submit comments and recommendation 4 hours BMMCDT

to SM-CorMar for approval.

142
None 5. Seek approval of recommendation from 2 days BMMCDT, SM-CorMar
VP-CAG.

2. Receive formal 6. Endorse recommendation/clearance to 1 Day BMMCDT, Critical

communication from CorMar. external partner through formal Support Team
communication.

3. Answer the CorMar 7. Request external partner to answer the

Satisfaction Survey. CorMar Satisfaction Survey.

4. Submit accomplished 8. Receive accomplished survey form from Critical Support Team
Satisfaction Survey to CorMar. end-user.
TOTAL: None 5 days

143
2. REQUEST FOR APPROVAL OF SPONSORSHIP PROPOSAL
Request made by an external party for the approval of its sponsorship proposal in exchange for promotions/media mileage for PhilHealth
Office: Corporate Marketing Department (CorMar)
Classification: Highly Technical
Type of Transaction: G2B- Government to Business
Who may avail: Proponent Offices/end-user in the Head Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Sponsorship proposal Proponent Office
2. Company Profile
3. BIR 2303 (Certificate of Registration)
4. Sample Official Receipt
5. Originally signed Sponsorship Agreement
6. Billing Statement
7. Sponsorship Certification
8. After-Event Report
9. Copy of internet page in case of advertisement through internet
10. Copy of Certificate of Performance issued by the advertising company and
Schedule of Broadcast in case of advertisement

11. Copy of newspaper or magazine evidencing publication in case of

advertisement thru print media
12. BIR 2306 / 2307 c/o PhilHealth

144
 CLIENT STEPS AGENCY ACTION FEES TO PROCESSING TIME PERSON RESPONSIBLE
BE PAID
1. Send letter request for 1. Receive request. None 3 days Critical Support Team
sponsorship to CorMar together 2. Prepare Sponsorship Review. Events Management
with Company Profile, Copy of BIR Team
2303, Sample Official Receipt
None 3.Endorse recommendation to VP-CAG for 3 days Critical Support Team;
approval SM-CorMar; Events
Management Team
a. Approved: Proceed to No. 4

b. Disapproved: Send regret letter

2. Sign the Sponsorship 4. Inform proponent approval of 2 Days Events Management

Agreement sponsorship and send sponsorship Team
agreement.
None 5. Prepare Certificate of Availability of Funds
(CAF) and Purchase Request (PR) for
processing of Comptrollership Department.
(if applicable)

None 6. Prepare and send endorsement memo to

concerned PRO/s (if applicable).
3. Perform/deliver the agreed 7.1 Provide the proponent necessary 2 days Events Management
media values per approved materials as per agreed media values. Team
schedule
7.2 Supervise sponsorship booth and 3 days Concerned PRO
provide IEC during the activity (if applicable). (depending on the
agreement)

145
4. Provide proof if the agreed 8. Prepare After Event Report. 2 days Events Management
media values were Team or concerned
performed/delivered. PRO/s
5. Send Billing Statement 9. Prepare Budget Utilization Request (BUR) 3 days Events Management
and print Disbursement Voucher (DV), Team
submit to Comptrollership Department for
payment processing and inform client on the
next steps. (if applicable)

TOTAL: None 18 Days

146
 D. Corporate Affairs Group (CAG)
III. International and Local Engagement Department (ILED)

147
1. EVALUATION OF PROJECT PROPOSALS FOR LOCAL ENGAGEMENTS
Since the major function of ILED is to mobilize resources (grants, technical assistance, and other forms of support) to sustain the various
programs and projects of PhilHealth on social health insurance this service is a function of ILED provided to external clients to evaluate and
thereafter guide the development and approval of such proposals that would need support from local cooperation.

Office: INTERNATIONAL AND LOCAL ENGAGEMENT DEPARTMENT

Classification: Complex
Type of Transaction: G2B-Government to Business, G2G-Government to Government
Who may avail: Business entities or other government organizations
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter of Intent Prepared by proposing entity (Proposal Submission Form may be
And project proposal with the following information: secured from ILED)
Company/Organization
a. Project Name
b. Company/Organization Name
c. Address
d. Telephone
e. Fax
f. Email Address
g. Description of Company/Organization
h. Company/Organization Mission-Vision Statement

Project Information
a. Project Name
b. Description of Project
c. Objective/Goal of the Project
d. Total Project Cost
e. Total Project Income
f. Any Proprietary Technologies
g. Project Start Date
h. Project End Date
148
Qualification of Proposer
a. Experience and Credentials of the Company/ Organization
b. Experience and Credentials of Key Proposed Staff
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submits Letter of Intent None Business entities or other
(LOI) and the project proposal government organizations
using the Project Submission
Form

None 1.1 ILED evaluates the proposal None 5 Days Project Development Officer
III or Project Development
Officer IV, ILED
None 1.2 If it passes the criteria set for local None 1 Day
partnerships, inform proposing party
through a letter and set a collaborative
meeting between proposing party and
the office that will potentially implement
the proposed project.

None 1.3 If it fails the criteria set for local

partnerships, inform proposing party by
way of letter.

TOTAL: None 7 Days

149
2. EVALUATION OF PROJECT PROPOSALS FOR FOREIGN ASSISTED PROJECTS
Since the major function of ILED is to mobilize resources (grants, technical assistance, and other forms of support) to sustain the various
programs and projects of PhilHealth on social health insurance this service is a function of ILED provided to external clients to evaluate and
thereafter guide the development and approval of such proposals that would need support from international cooperation.
Office: INTERNATIONAL AND LOCAL ENGAGEMENT DEPARTMENT
Classification: Simple
Type of Transaction: G2B-Government to Business
Who may avail: Development Partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Proposal to be prepared by Development Partners
2. Areas of Support for PhilHealth
3. Thrusts and Priorities
CLIENT STEPS AGENCY ACTION FEES PROCESSING PERSON RESPONSIBLE
TO BE TIME
PAID
1. Development Partner None PDO IV
submits proposal to
PhilHealth on possible areas
of collaboration
None 1.1Evaluate the proposal None 3 Days Project Development
Officer III or Project
None 1.2 If it matches a project proposal/concept note/TOR None 1 Day Development Officer IV,
in the TA agenda, sets a collaborative meeting ILED
between development partner and potential
implementing office within PhilHealth
None 1.3 If it does not match a project proposal/concept None 1 Day
note/TOR in the TA agenda, inform development
partner by way of letter

TOTAL: None 5 Days

150
3. EVALUATION OF INVITATION TO INTERNATIONAL EVENTS/ACTIVITIES
One of the functions of the International and Local Engagement Department is to coordinate the participation of PhilHealth to international
for trainings/conferences/workshops/meetings/fellowships/any activity on exchange of knowledge on Social Health Insurance; this particular
service addresses this function.
Office: ILED
Classification: Simple
Type of Transaction: G2B- Government to Business
Who may avail: Organizer of international events/activities
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Invitation Prepared by organizer/inviting institution

CLIENT STEPS AGENCY ACTION FEES PROCESSING PERSON

TO BE TIME RESPONSIBLE
PAID
1. Send to ILED 1.1 Evaluates the invitation None 1 Day Inviting
invitation to international events/activities/ training institution/event
(with information on provision of Hotel reservation organizer
and e-ticket payment for airfares and hotel
accommodations and other logistic requirements, as
necessary)
None 1.2 Endorse recommendation on None 1 Day Project
the invitation to PCEO Development Officer
None 1.3 Upon receipt of instruction from None 1 Day II, III or IV
PCEO, informs organizer whether or
not PhilHealth can participate in the
activity
TOTAL: None 3 Days

151
D. Corporate Affairs Group (CAG)

IV. Social Health Insurance Academy (SHIA)

152
1. CONDUCT OF CERTIFICATE COURSE ON ICD-10 TRAINING
Request made by a group of private individuals or healthcare providers (HCPS) to attend the conduct of the Certificate Course on ICD-10
Coding

Office: Social Health Insurance Academy (SHIA)

Classification: Highly Technical
Type of Transaction: G2C – Government to External
Who may avail: Healthcare Providers staff or any private individual
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Certificate Course on ICD-10 Checklist Social Health Insurance Academy (SHIA)
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING PERSON
TIME RESPONSIBLE

1. Inquire via phone call 1. Receive request and took down notes of the NONE 3 Minutes ICD-10 secretariat
or email on the schedule name, email address, phone numbers and
of ICD-10 training affiliation of the caller/individual

2. Discuss with the ICD-10 team the possibility of NONE 2 Days ICD-10 Team and
conducting the training. SHIA SM
a. Check SHIA calendar of activities
b. See if with available ICD-10 speakers
c. Discuss the possible venue/date
3. Once a minimum number of participants is NONE 1 Day ICD-10 secretariat
reached, and availability of speakers are
confirmed, the ICD-10 registration forms are sent
to the participants.

153
2. Fill-out Registration 4. Follow up with all the participants/received NONE 1 Day ICD-10 secretariat
Form and send back to filled-out registration forms
SHIA
NONE 5. Prepare Corporate Personnel Order (CPO) and NONE 1 Day Training
other documentary requirements. Specialist-IV and
ICD-10 secretariat
NONE 6. Follow-up signing of the CPO and start to work NONE 5 days ICD-10 secretariat
on the hotel quotations/catering. Make sure to
count the 14 days (if with lease of venue) or 7
days (if catering services only) for submission to
SBAC.
NONE 7. Prepare presentation materials, participants NONE 2 Days Training
kits, ICD-10 books, etc. (based on checklist) Specialist-IV and
ICD-10 secretariat
3. Attend the ICD-10 8. Receive course payment and issue O.R. P10,000 5 Days (actual ICD-10 Team and
Coding, pay the course 10. Conduct the Certificate Course on ICD-10 (includes training fee, conduct of the Speakers
fee Coding meals for 5 days, course)
training materials,
and certificates)
TOTAL P10,000.00 17 Days and 3
Minutes

154
E. Fund Management Sector (FMS)

I. Comptrollership

155
1. SECURING ORDER OF PAYMENT
Information for Cashier as to type of transaction being paid as well as the account code to be encoded
Office: Corporate Accounting Section
Classification: Simple
Type of Transaction: G2B,G2G
Who May Avail: Bidders, Philhealth Employees, Business Entities
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Bid documents - 1 Original Copy SBAC
Notice of Appeal - 1 Original Copy Arbitration Department
Service Decision - 1 Original Copy Arbitration Department
Certificate of Finality - 1 Original Copy Arbitration Department
Accreditation Document - 1 Original Copy Treasury Department
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
Present the required 1) Fill out the Order of Payment Document indicating the None 5 minutes 1 Fiscal Controller III -
Document to be paid amount to be paid (listed on the bid docs, Notice of appeal, General Accounting Unit
service Decision, Certificate of
Finality and Accreditation Documents)
2) Direct the client to the Cashier Section at Room 1612 for none
payment
TOTAL: None 5 minutes

156
2. PREPARATION OF FINANCIAL STATEMENTS
Consolidation of PROs and Head Office Trial Balance to come up with Financial Statements for management's decision making and for Public
Information of the Financial Condition, Performance and other relevant information regarding the corporation
Office: Corporate Accounting Section
Classification: Highly Technical
Type of Transaction: G2G (Internal and External)
Who May Avail: All PhilHealth Cost Centers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
PROs Consolidated Trial Balance - 1 original Copy Branch Accounting Section
General Journal - 1 original Copy Corporate Accounting Section
Journal of Collection and Deposit - 1 original copy Cash Division/Treasury Department
Voucher Register -1 Original Copy Disbursement Administration Section
Check Register - 1 Original Copy Cash Division and Corporate Accounting
Trial Balance - Head Office General Accounting Unit
- 1 original Copy
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING TIME PERSON RESPONSIBLE
BE PAID
The Branch Accounting Corporate Accounting Section shall none 20 days after the 1Fiscal Controller IV - Corporate
Unit, Cash Division, analyze and process to come with the ensuing month Accounting Section
Disbursement Section Consolidated Trial balance and classify 2 Fiscal Controller III - General
shall submit respective the accounts to come up with the Accounting
reports to the Corporate Financial Statements 4 Fiscal Controller II - General
Accounting Section Accounting Unit
2 Fiscal Examiner A - General
Accounting Unit
2 Fiscal Controller 1 -General
Accounting Unit
TOTAL: None 20 days after the
ensuing month

157
3. PROCESSING OF DISBURSEMENT VOUCHERS
Pre-audit disbursement vouchers in order to have a check prepared to pay an individual or an organization for goods
sold or services rendered.
Office: Disbursement Administration Section (DAS)
Classification: Complex
Type of Transaction: G2G
Who May Avail: External and Internal Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Budget Utilization Request (BUR) Form (3 original copies) Financial Accounting Reporting Utility (FARU)
Disbursement Vouchers (DV) (4 original copies) Financial Accounting Reporting Utility (FARU)
Documentary requirements as stated in CO 2020-0118 Various sources
CLIENT STEPS AGENCY ACTION FEES PROCESSING TIME PERSON RESPONSIBLE
TO BE
PAID
1. Log in to FARU 1. DAS will receive the NONE 1.5 wdays for simple 1. Receiving Clerk –
documents from the Budget transactions; Disbursement
Administration Section and pre- 3 wdays for complex Administration Section
audit the transaction. transactions (DAS)
2. Enter all the details for DV preparation 2. Prepare the necessary 2. Processor – DAS
accounting entries.
3. Print DV and BUR 3. Certify the completeness of 3. Fiscal Controller III /
the documentary requirements. Authorized Box B
signatory (DAS) in
accordance with the
Corporate Order on
the Delegation and
Signing Authority
4. Attach documentary requirements for the 4. Approve the payment of the 4. Head, Das /
particular transaction transaction. Authorized Box C
signatory (DAS) in
accordance with the
158
 Corporate Order on
the Delegation and
Signing Authority
5. Sign Box A 5. Transmit the documents 5. Receiving/releasing
(manually and electronically) to clerk (DAS)
the Cash Division for check
preparation.
6. Transmit the documents to the Budget
Administration Section – Comptrollership
Dept. manually and electronically using the
FARU
TOTAL: 1.5 working days for
simple transactions;
3 working days for
complex transactions

159
4. BUDGET PROPOSAL FOR THE NATIONAL GOVERNMENT SUBSIDY (NG) - SPONSORED MEMBERS
This covers the preparation and submission of the budget proposal for the NG subsidy for the Indigent Program to the Department of Budget and
Management (DBM).
Office: Fiscal Management Division (FMD), Comptrollership Department
Classification: Highly Technical
Type of Transaction: G2G,
Who May Avail: Sponsored Members of PhilHealth
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Original Budget Proposal for the Indigent Program (1 copy)
Member Management Group
2. Original Approved PhilHealth Board Resolution (PBR) (1 copy)
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Translate PhilHealth Board a. Collate all DBM Forms and other required documents for
5 days
approved budget to DBM Forms consolidation
b. Prepare transmittal letter to DBM
c. Forward documents to the Offices of the Senior Vice President
5 days MMG, CorPlan
for Fund Management Sector and President and Chief Executive
And FMD-
Officer for signature (2 copies including receiving copy)
Comptrollership
d. Photocopy and submit documents to DBM 2 days
Staff
e. Provide receipt copies to the Office of the President (OP), MMG
1 day
and CorPlan (2 copies including receiving copy)
a. Revision of DBM Forms based
Revision of DBM Forms based on adjustments
on adjustments
5 days
b. Forward documents to OP for
Facilitate the approval
signature and submit to DBM
c. Submission of Budget MMG and FMD-
Submission of Budget Execution Documents (BED) based on the
Execution Documents (BED) 2 days Comptrollership
NEP/GAA (2 copies including receiving copy)
based on the NEP/GAA None Staff
TOTAL: 20 days

160
 E. Fund Management Sector (FMS)

II. Office of the Senior Vice President-Fund Management

Sector

161
1. ISSUANCE OF FINANCIAL REPORTS
Provides Financial Reports for information and reference of requesting parties, other than those mandatory monthly/quarterly/annual
reports
Office: Managerial Finance Section
Classification: Complex
Type of Transaction: G2G - Government to Government
Who May Avail: Other Government/Oversight Agencies/Congress, All PhilHealth Cost Center
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter or Email Request: 1 Original/Soft Copies Requesting Office
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING TIME PERSON RESPONSIBLE
BE PAID
Send letter or email request 1. Evaluate the request None 15 minutes FC IV, Managerial Finance
Section
2. Prepare the reports 1 - 3 working days *depends on the FC IV, Managerial Finance
*If the source of the complexity of the requested report Section
requested report is not **depends also if requested report
in the custody of the needs data from other offices
MFS, secure first from outside FMS
Comptrollership or
Treasury Department
3. Review and approve 40 minutes SVP, FMS
the reports
4. Once report is 5 minutes Social Insurance Assistant I,
cleared for submission, Managerial Finance Section
forward the same to
the requesting office
TOTAL: None 1 - 3 working days

162
E. Fund Management Sector (FMS)
III. Treasury Department

163
1. ACCREDITATION OF COLLECTING AGENTS
Processing of PhilHealth Accredited Collecting Agents Application
Office AGENTS RELATION UNIT ACCREDITATION TEAM, TREASURY DEPARTMENT
Classification Simple
Type of Transaction G2G - Government to Government; G2B - Government to Business
Who May Avail Banks and Non-banks; Government and Private Entities
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Document No.1. Letter of Intent (1 copy,
original copy)
Document No 2. Audited AFS for the past 3
yrs., including Notes to FS (1 copy , scanned
copy/photocopy)
Document No. 3. Cert. of Registration issued by
BSP, SEC, NTC (1 copy, scanned/photocopy)
Document No 4. Art. Of Incorporation and By-
Laws; Art. Of Partnership duly authenticated by
SEC (scanned/photocopy, 1 copy)
Document No.5. Electronic Banking Authority
Applicant Collecting Agent
from BSP ( 1 copy, scanned/photocopy)
Document No. 6. List of Members of
BOD/Partners and Key Officers ( 1 copy ,
scanned/photocopy)
Document No. 7. Copy f Business
License/permit from City of Municipality
(scanned/photocopy, 1 copy)
Document No. 8. Sworn Statement by the
applicant in compliance to Labor Laws (1 copy,
scanned/photocopy)
Document No 9. Cert. of Good Standing
164
w/Existing Industry/Association
(scanned/photocopy, 1 copy)
Document No. 10. List of Branches/Tie-ups (1
copy, scanned/photocopy)
Document No. 11. PhilHealth Online
Application Form (scanned copy/photocopy, 1
copy)
Document No. 12. Bond (Cash, surety, fidelity) -
for non-banks (1 copy, scanned/photocopy)
CLIENT'S STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME

Inquire about the Acknowledge phone 5 minutes Fiscal Controller II Fiscal Examiner A Social Assistant I, AGRU,
requirements queries and/or letter of Accreditation Team
applicants through
phone/letter/email
Submit accreditation Provide checklist of 5 minutes Fiscal Controller II Fiscal Examiner A Social Assistant I, AGRU,
requirements documentary Accreditation Team
requirements thru email
or attachment to letter
to applicant
comply remaining Upon receipt of the NONE 5 minutes Fiscal Controller II Fiscal Examiner A Social Assistant I, AGRU,
accreditation documents, record it in Accreditation Team
requirements if the logbook or in the
incomplete monitoring sheet
Upon receipt of the 5 minutes Fiscal Controller II Fiscal Examiner A Social Assistant I, AGRU,
documentary Accreditation Team
requirements, check
completeness thereof
(tick mark the checklist
of documentary
165
requirements)
If complete, proceed 5 minutes Fiscal Controller II Fiscal Examiner A Social Assistant I, AGRU,
with the safekeeping of Accreditation Team
documents in the
individual folder for the
new applicant and
prepare the FS for
evaluation.
If not complete, inform 5 minutes Fiscal Controller II Fiscal Examiner A Social Assistant I, AGRU,
applicant through phone Accreditation Team
or email to comply with
the deficient
document/s
TOTAL None 30 minutes

166
2. DISTRIBUTION OF PHILHEALTH AGENTS RECEIPT (PAR)
Issuance of PAR to Accredited Collecting Agent (ACA)

Office Data Management and Systems Monitoring Unit (DMSMU), Accreditation Team, Treasury Department
Classification Simple
Type of Transaction G2B & G2G
Who May Avail Accredited Collecting Agent
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Document 1 Requisition and Issue Slip(RIS) ( One (1) Original
-DMSMU, Accreditation Team, Treasury Department
Copy)
Document 2 Invoice and Receipt of Accountable Form (IRAF)
-DMSMU, Accreditation Team, Treasury Department
(One (1) Original Copy)
Documents 3 Authorization letter and valid (government or
- Accredited Collecting Agent (ACA)
Company) ID for liaison officer ( One (1) Original Copy)
Document 4 Authority to Release and Gate Pass (3 Original
-DMSMU, Accreditation Team, Treasury Department
Copies)
CLIENT'S STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1. Submit the filled 1. Input in the PhilHealth Agents Receipt Social Insurance Officer (alternate Fiscal
up and signed (RIS) Management Module (PARMM) the Examiner A), DMSMU, Accreditation Team
15 minutes
to Treasury recipient ACA and the quantity of PARs for
Department distribution
2. Check and approve the accuracy of the Fiscal Controller II, DMSMU /Fiscal Controller III,
5 minutes
details. Accreditation Team
NONE
3. Generate IRAF from the PARMM for Social Insurance Officer (alternate Fiscal
signature by the authorized representative 5 minutes Examiner A), DMSMU, Accreditation Team
of the recipient ACA.
2. Confirm of pick 4. Retrieve the boxes of PAR from the Social Insurance Officer (alternate Fiscal
up. storage room as specified in the IRAF and 60 minutes Examiner A), DMSMU, Accreditation Team
update the bin card and stock card.

167
 5. Coordinate with the recipient ACA the Social Insurance Officer (alternate Fiscal
schedule and manner of distribution/pick 10 minutes Examiner A), DMSMU, Accreditation Team
up.
3. Pick up the PARs 6. Distribute the PARs to the recipient ACAs. Social Insurance Officer (alternate Fiscal
60 minutes
Examiner A), DMSMU, Accreditation Team
7. Input in the PARMM the following details Social Insurance Officer (alternate Fiscal
in the distribution of PARs to ACA using the Examiner A), DMSMU, Accreditation Team
10 minutes
signed IRAF: a. Manner of release; b. Date
the PARs are released/distributed to ACA.
TOTAL: 1 hour and
45 minutes

168
3. MONITORING OF ACCREDITED COLLECTING AGENTS’ (ACA) REMITTANCES, REPORTS AND DOCUMENTS
Acknowledgement of Receipt of PhilHealth Accredited Collecting Agents (ACAs) Remittances Reconciliation of ACAs Remittances vs. Treasury
Database
Office Standards, Enforcement and Reconciliation (SERU), Accreditation Team, Treasury Department
Classification Simple
Type of Transaction G2B & G2G
Who May Avail Accredited Collecting Agents
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Document No 1. Validated ACAs Remittance Report ( 1 copy, soft copy). Cash Division
Document No 2. Treasury Data Editing Module (TDEM) generated uploaded SERU, Accreditation Team
transactions
( 1 copy, scanned/photocopy)
Document No 3. ACAs Summary of Remittance (RF2a) and Bank Abstract of ACAs
Daily Collection
(1 copy, scanned/photocopy)
Document No 4. Data Amendment Request Form (DARF) ( 1 copy, SERU, Accreditation Team
scanned/photocopy)
Document No 5. Cancelled PARs/ Dishonored Checks. ( 1 ACAs
copy/scanned/photocopy)
Document No 6. Generated Bad files ( 1 copy, scanned/photocopy) ACAs
Document No. 7. Formal request letter to update the ACAs library in TDEM. ACAs
( 1 copy/ original or photocopy)
Document No.8. Statements of Accounts (SOA) for late remittances, late SERU, Accreditation Team
submission of documents and late uploading of texfiles in Electronic
Collection Reporting System (ECRS). ( 1 copy, original copy)

169
 CLIENT'S STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
Accredited Collecting
Agents
1.Prepare Summary of ACAs Remittances and Fiscal Controller II, Fiscal
1. Submit Proof of forward to Cash Division Examiner A , Social
Remittance and RF2a 30 minutes Insurance Officer , SERU
to SERU. Account Officer, SERU,
Accreditation Team
2. Upon receipt of validation from Cash Division, Fiscal Examiner A, SERU,
30 minutes
prepare final Summary of ACAs Remittances Accreditation Team
3. Review and sign the report Fiscal Controller II,
15 minutes SERU/Fiscal Controller III,
Accreditation Team
4.Check RF2a and RF2 textfile in TDEM generated Fiscal Controller II, Fiscal
report if tally with the Proof of Remittance Examiner A , Social
2. Upload RF2 textfile
submitted. 30 minutes Insurance Officer , SERU
in ECRS.
NONE Account Officer, SERU,
Accreditation Team
5. Prepare DARF. Fiscal Controller II, Fiscal
3. Report Cancelled Examiner A , Social
and Dishonored check 15 minutes Insurance Officer , SERU
transactions to SERU. Account Officer, SERU,
Accreditation Team
4. Submit Letter 6. Adjust/ Correct transaction in TDEM. Fiscal Examiner A, Data
Request to update 30 minutes Management Systems
ACAs Library in TDEM. Monitoring Unit (DMSMU),
5. Upload corrected 7. Update TDEM’s ACAs Library. Accreditation Team
15 minutes
bad files to ECRS.
6. Submit Billings tally 8. Post ACAs Remittance, TDEM Uploaded Fiscal Controller II, Fiscal
15 minutes
with the Reconciled transactions, Adjustments (DARF) to Monitoring Examiner A , Social
170
Remittances. Report of ACAs Collection and Remittance vs. Insurance Officer / SERU
Treasury Database (Status Report). Account Officer, SERU,
Accreditation Team
9.Prepare Statement of Account for late Fiscal Controller II, Fiscal
remittances, late submission of documents and late Examiner A , Social
uploading of textfile to ECRS. 15 minutes Insurance Officer / SERU
Account Officer, SERU,
Accreditation Team
10. Review and sign the SOA Fiscal Controller II,
15 minutes SERU/Fiscal Controller III,
Accreditation Team
11. Inform ACA to submit Billings providing the Fiscal Controller II, Fiscal
transaction count of reconciled remittances Examiner A , Social
5 minutes Insurance Officer / SERU
Account Officer, SERU,
Accreditation Team
12. Stamp verified and forward to Agents Relations Fiscal Controller II, Fiscal
Unit (AgRU) for monitoring of transaction fees. Examiner A , Social
5 minutes Insurance Officer / SERU
Account Officer, SERU,
Accreditation Team
TOTAL: 6 hours and 20
minutes

171
4. REMITTANCES
Acknowledgement of Receipt of PhilHealth Accredited Collecting Agents (ACAs) Remittances
Office: Treasury Department, Cash Division
Classification: Simple
Type of Transaction: Over-the-Counter Remittances of Accredited Collecting Agents (ACAs)
Who May Avail: G2B - Business Entity (ACAs which opted to pay OTC in PhilHealth Head Office)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Document No. 1 - 1 Managers Check
Document No. 2 - 1 original copy of ACAs Remittance Report (RF2a) Documents 1&2 from paying ACAs

FEES
PROCESSING
CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE
TIME
PAID
Proceed to Cash Division and present the Check/ scrutinize the correctness of the details None 10 minutes Collecting Officer of
Managers Check and RF2A of Managers check as against Remittance Cash Division, Treasury
Report (RF2a) and process in the Over-the- Department
Counter Collection System (OTCCS) the
1 Manager's check remittance of ACAs.
- duly signed and complete details, correct
amount in words and figures
1 Original copy of ACAs Remittance Report
(RF2a)
Print, check the correctness of details and sign
the PhilHealth Official Receipt and hand it over
to the paying ACA.
Present the PhilHealth Official Receipt Validate the amount which may be broken None 10 minutes Team Members of
(POR) and ACAs Remittance Report to down as follows: Regular remittance and SERU, Accreditation
Standards and Enforcement Section (SERU) penalty Team, Treasury
of Accreditation Team in charge of ACAs Department
TOTAL: 20 minutes

172
5. PAYMENT OF APPROVED DISBURSEMENT VOUCHERS
Check Releasing
Office: Treasury Department, Cash Division
Classification: Simple
Type of Transaction: Releasing of checks to payees of approved disbursement vouchers
Who May Avail: G2B – Business Entity for suppliers
G2G – Another Government Agency, PhilHealth Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 original set of BIR authorized Official Receipt (OR) Provided by the Business Entity and Agency/ Payee
2 valid government issued IDs of claimant - present the original and 1 photocopy for
Cash Division's file
1 original authorization letter of authorized personnel with attached photocopy of
government issued ID of authorizing personnel of business entity
For payee who is a PhilHealth employee/other government agencies/ former
employee(s) of PhilHealth - 1 original notarized Special Power of Attorney for
authorized representative of employee who is not an immediate family and with
attached photocopy of 1 valid government issued ID of payee
For family member of payee who is a PhilHealth employee /other government
agencies/ former employee(s) of PhilHealth - authorization letter of payee with
attached photocopy of valid government issued ID of payee and 2 valid government
issued IDs of authorized representative
CLIENT STEPS AGENCY ACTION FEES PROCESSING PERSON RESPONSIBLE
TO BE TIME
PAID
G2B - Suppliers
Present the applicable documentary requirements Validate the documents None 2 minutes Check releasing
enumerated above to Cash Division upon claiming presented. Retrieve DV and check. personnel - Cash
of check Division, Treasury
Department
Sign the original copy of approved disbursement Review the OR issued None 3 minutes Check releasing

173
voucher and issue original Official Receipt (OR) personnel - Cash
Sign the Check Register Release the check None 1min Division, Treasury
Department
Sign the Tax Certificate original and receiving copy Release the supplier’s copy of tax None 2mins
certificates (Form 2306 and/or
2307)
G2G - Government Agency
Present the documentary requirements to Cash Validate the documents None 2mins Check releasing
Division upon claiming of check presented. Retrieve DV and check. personnel - Cash
Sign the disbursement voucher and issue OR Review the OR issued None 3mins Division, Treasury
Department
Sign the Check Register Release the check None 1min
G2G - Government Employee
Present valid ID Validate ID presented. Retrieve DV None 2mins Check releasing
and check. personnel - Cash
Sign the disbursement voucher and check register Release the check None 1min Division, Treasury
Department
G2G - Government Employee's Representative
Present Authorization Letter/Special Power of Validate documents presented. None 2mins Check releasing
Attorney (SPA), whichever is applicable, and valid Retrieve DV and check. personnel - Cash
IDs Division, Treasury
Sign the disbursement voucher and check register Release the check None 1min Department
TOTAL: 20 minutes

174
6. ACCREDITATION OF GOVERNMENT SECURITIES ELIGIBLE DEALERS (GSEDS)
Accreditation of Government Securities Eligible Dealers (GSEDs) on the sale of Government Securities (GS) in the secondary market via Non-
Restricted Trading Environment (NRTE) of the Bureau of the Treasury
Office: Treasury Department, Investments Division
Classification: Simple
Type of Transaction: Accreditation of Counterparty Bank/Institution for Government Securities Transactions in the Secondary Market
Who May Avail: G2B – Business Entity (Government Securities Eligible Dealers-Private Banks and Investment Houses)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Document 1: Letter addressed to SVP Fund Management Sector requesting
for accreditation as GSED counterparty bank of PhilHealth for Government
Securities (GS) Trading
Document 2: Certified True Copy (1) of latest PDEX Certification
Document 3: Certified True Copy (1) of renewal of SEC Registration as GSED
together with the list of authorized fixed income market salesman and
associated person
Document 4: Certified True Copy (1) of GSED's SEC Registration
Document 5: Certified True Copy (1) of latest Secretary’s Certificate together
with the list of authorized signatories Provided by the Government Securities Eligible Dealer (GSED)
Document 6: Original copy (1) of Certificate of Good Standing from Three (3)
Government Agencies
Document 7: Photocopy (1) of Audited FS for the last three (3) years
(including the interim FS if available)

175
 FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
Submit the Validate/ Check/ the completeness of None 30 minutes Fiscal Controller II, Fixed Income
documentary documentary requirements Section, Investment Division
requirements Follow -up the completion of Documentary 2 working days Fiscal Controller II, Fixed Income
Requirements Section, Investment Division
Evaluation of the Request for Accreditation/Re- 7 working days Fiscal Controller II, Fiscal Controller
Accreditation upon completion of Documents IV of Fixed Income Section, and Chief
of Investment Division
Issuance of the Letter Confirming 2 working days Fiscal Controller II, Fixed Income
Accreditation/Renewal of Accreditation Section, Investment Division
11 days and 30
TOTAL: None
minutes

176
F. Health Finance Policy Sector (HFPS)

I. Accreditation Department

177
1. RECEIVING AND PROCESSING OF DATA AMENDMENT REQUEST FORM (DARF) IN THE INTEGRATED PHILHEALTH ACCREDITATION SYSTEM
(IPAS)
Process in managing Accreditation database
Office: Accreditation Compliance Review Division Accreditation Department
Classification: Simple
Type of Transaction: G2B
Who May Avail: PhilHealth Regional Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES PROCESSING PERSON
TO BE TIME RESPONSIBLE
PAID
1. The PRO send DARF with supporting documents to 1. Evaluate the received DARF and None 1 day ACRD-Database
Accreditation Dept (AD) to post in the iPAS the supporting documents if compliant to Technical
recommended amendment/changes in the health existing policy personnel
care providers records
2. Post in the iPAS the requested None 1 day ACRD-Database
amendment Technical
personnel
3. The technical staff who execute None ACRD-Database
the posting in the iPAS signs the DAF Technical
personnel
4. The immediate supervisor reviews None ACRD-Database
the correctness of the iPAS posting Section Head
executed by the technical staff
5. The immediate supervisor signs the None ACRD-Database
DAF if correct. If not the technical Section Head
staff will post necessary changes and
signs for correction.

178
6. Feedback the concerned PRO None 1 day ACRD-Database
through email on the completion of Technical
request personnel
TOTAL 3 days

179
2. RECEIVING AND PROCESSING OF DATA AMENDMENT REQUEST FORM (DARF) IN THE INTEGRATED PHILHEALTH ACCREDITATION SYSTEM
(IPAS)
Process in managing Accreditation database
Office: Accreditation Compliance Review Division_Accreditation Department
Classification: simple
Type of Transaction: G2B
Who May Avail: Other offices (if applicable)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES PROCESSING PERSON
TO BE TIME RESPONSIBLE
PAID
1. The PRO Legal Unit sends Return of Writ of 1. Evaluates the received documents and None 1 day ACRD-Database
Execution to AD, copy of letter with date receipt prepares DARF Technical
of health care provider under Temporary personnel
Suspension of Payment of Claims (TSPC)
2. DOH sends to AD copy of letter to health care 2. Posts in the iPAS the amendment in None 1 day ACRD-Database
institutions with cease and desist order, the health care providers profile Technical
preventive suspension and lifting order personnel

3. The technical staff who execute the None ACRD-Database

posting in the iPAS signs the DARF Technical
personnel
4. The immediate supervisor reviews the None ACRD-Database
correctness of the iPAS posting executed Section Head
by the technical staff

180
5. The immediate supervisor signs the None ACRD-Database
DARF if correct. If not the technical staff Section Head
will post necessary changes and signs for
correction.

6. Feedback the concerned PRO through None 1 day ACRD-Database

email on the completion of posing Technical
personnel
TOTAL 3 days

181
3. RECEIVING AND PROCESSING OF DATA AMENDMENT REQUEST FORM (DARF) IN THE INTEGRATED PHILHEALTH ACCREDITATION SYSTEM
(IPAS)
Process in managing Accreditation database
Office: Accreditation Compliance Review Division_Accreditation Department
Classification: simple
Type of Transaction: G2B
Who May Avail: Philhealth Regional Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. New health care institutions 1. Evaluates the received documents and prepares None 1 day ACRD-Database
contracted as providers of Z DARF Technical personnel
benefit packages
2. Posts in the iPAS the amendment in the health None 1 day ACRD-Database
care providers profile Technical personnel

3. The technical staff who execute the posting in None ACRD-Database

the iPAS signs the DARF Technical personnel
4. The immediate supervisor reviews the correctness None ACRD-Database
of the iPAS posting executed by the technical staff Section Head
5. The immediate supervisor signs the DARF if None ACRD-Database
correct. If not the technical staff will post necessary Section Head
changes and signs for correction.
6. Feedback the concerned PRO through email on None 1 day ACRD-Database
the completion of posing Technical personnel

TOTAL 3 days

182
4. MANAGEMENT OF INTEGRATED PHILHEALTH ACCREDITATION SYSTEM (IPAS)
Process in managing Accreditation database
Office: Accreditation Compliance Review Division Accreditation Department
Classification: Highly Technical
Type of Transaction: G2B
Who May Avail: Health Care Providers and other partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES TO PROCESSIN PERSON RESPONSIBLE
BE PAID G TIME
1. 1. Identify the need for system enhancement based None 1 day ACRD-Database Technical
Feedback/recommendation on new issuance of policies or from PROs personnel
from PROs re: enhancement recommendation
of iPAS, new policy that 2. Draft System Request Form (SRF) and User None 2 days
needs enhancement of iPAS Requirement Specification (URS).
3. The supervisor and Dept Manager review and None 1 day AD-Senior Manager/ACRD-
approve the SRF and URS Division Chief
4. Conduct of Daily Scrum Meeting (DSM) with the None 5 days ACRD-Division Chief/Section
developer upon their receipt of the signed SRF/URS. Head/Database Technical
personnel
4. Signing of System Requirement Specification (SRF) None 1 day
once reviewed. ACRD-Database Technical
5. Conduct of initial testing. None 3 days personnel
6. Conduct of follow up testing until final testing. None 3 days
7. Signing of User Acceptance Form (UAF) once None 1 day
reviewed.
8. Wait for feedback on the successful system None 3 days
deployment.
TOTAL 20 days

183
5. RECEIVING AND PROCESSING OF CONTRACTS OF HCIS AS Z BENEFIT PACKAGE PROVIDERS
Managing Contracts of HCIs as Z benefit package providers
Office: Accreditation Policy Research Development Division Accreditation Department
Classification: Highly Technical
Type of Transaction: G2B
Who May Avail: Health Care Providers and other partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. LOI from contracted HCI (1 copy of original Letter of Intent) 1. From HCI
2. Recommendation from PROs (1 copy of original Memo with Recommendation) 2. From PRO
3. NBB compliance certificate (1 copy of original Certification) 3. From PRO
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Health Care 1. AD reviews the recommendation of PRO, CSW and the detailed Co None 3 days APRDD-
Institution submit LOI Payment proposal of the HCI Contracting
for Initial /Renewal Technical
2. AD prepares endorsement to BDRD, QAG and HFPS for approval of None 1 day personnel
co pay
3. AD drafts contract for Internal Legal Department clearance (as None 2 days
applicable)
4. AD facilitates forwarding of the contract with clearance to None 1 day
concerned PRO for HCI signature
5. AD receives the contracts with HCIs signature and forward to the None 1 day
office of OPCEO for signature and approval
6. AD tags the approved contracts on the accreditation database None 1 day
7. AD facilitates the notarization of the approved contract None 1 day
8. AD prepare transmittal of notarized contract to the None 1 day
concerned HCI and appropriate office
9. Contracts mailed to concerned PROs None 1 day

184
TOTAL: None 12 days

185
6. INQUIRIES FROM INTERNAL/EXTERNAL STAKEHOLDERS THRU EMAIL/MAIL
Action on Inquiries received by the office through email
Office: Office of the Manager-Accreditation Department
Classification: Simple *
Type of Transaction: G2B, G2C, G2G
Who May Avail: Health Care Providers, Government Agencies, LGUs, Members and other partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Send inquiry thru email/mail 1. Receive inquiry thru None 10 minutes AD Office of the Manager-
email/mail Receiving Clerk

2. Assign to concerned staff None 10 minutes AD Office of the Manager-Senior

Manager
3. Route to concerned staff None 10 minutes AD Office of the Manager-
Secretary

4. Prepare the response to None 1 hour APRDD/ACRD-Technical staff

inquiry

5. Draft routed for approval of None 30 minutes APRDD/ACRD-Division

the Division Chief Chief/Clerk
6. if with correction return to None 1 hour APRDD/ACRD-Clerk/Technical
the concerned personnel for Staff
revision, if approved proceed to
next step
7. Route to OSM for approval None 10 minutes AD Office of the Manager-
Secretary

186
 8. SM approved/signed None 30 minutes AD Office of the Manager-Senior
response Manager
9. Response shall be None 20 minutes AD Office of the Manager-
emailed/mailed to client Releasing Clerk
2. Send acknowledgment receipt 10. Expect acknowledgement of None upon receipt of the AD-Office of the Manager
receipt of client client
TOTAL 4 hours
*= Status of accreditation, appeals, motion for reconsideration

187
7. INQUIRIES FROM INTERNAL/EXTERNAL STAKEHOLDERS THRU EMAIL/MAIL
Action on Inquiries received by the office through email
Office: Accreditation Department
Classification: Complex *
Type of Transaction: G2B, G2C, G2G
Who May Avail: Health Care Providers, Government Agencies, LGUs, Members and other partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Send inquiry thru email/mail 1. Receive inquiry thru None 10 minutes AD Office of the Manager-
email/mail Receiving Clerk

2. Assign to concerned staff None 10 minutes AD Office of the Manager-

Senior Manager
3. Route to concerned staff None 10 minutes AD Office of the Manager-
Secretary
4. Coordinate with other None 3 days APRDD/ACRD-Technical staff
offices/personnel in relation to
the inquiry
5. Prepare response to inquiry – None 1 day APRDD/ACRD-Technical staff
takes max of 1 day
6. Draft routed for approval of None 2 hours APRDD/ACRD-Division
the Division Chief Chief/Clerk

188
 7. if with correction return to the None 1 hour APRDD/ACRD-Clerk/Technical
Concerned personnel for Staff
revision, if approved proceed to
next step

8. Route to OSM for approval None 10 minutes AD Office of the Manager-

Secretary

9. SM approved/signed response None 30 minutes AD Office of the Manager-

Senior Manager

10. Response shall be None 20 minutes AD Office of the Manager-

emailed/mailed to client Releasing Clerk

2. Send acknowledgment receipt 11. Expect acknowledgement of None upon receipt of the AD-Office of the Manager
receipt of client client

TOTAL: 4 days, 4 hours, 30

minutes
*= Concerns including other offices

189
8. INQUIRIES FROM INTERNAL/EXTERNAL STAKEHOLDERS THRU EMAIL/MAIL
Action on Inquiries received by the office through email
Office: Accreditation Department
Classification: Highly Technical *
Type of Transaction: G2B, G2C, G2G
Who May Avail: Health Care Providers, Government Agencies, LGUs, Members and other partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING TIME PERSON RESPONSIBLE
BE PAID
1. Send inquiry thru email/mail 1. Receive inquiry thru None 10 minutes AD Office of the Manager-Receiving
email/mail Clerk
2. Assign to concerned staff None 10 minutes AD Office of the Manager-Senior
Manager

3. Route to concerned staff None 10 minutes AD Office of the Manager-Secretary

4. Coordinate with other None 3 days APRDD/ACRD-Technical personnel

offices/personnel in relation to
the inquiry
5. Conduct meetings in relation None 2 days AD-Senior Manager/APRDD or ACRD-
to the inquiry Division Chiefs/Technical staff

6. Prepare response to inquiry – None 3 days APRDD/ACRD-Technical personnel

takes max of 3 day

190
 7. Draft response routed for None 1 day APRDD/ACRD-Division Chief/Clerk
approval of the Division Chief

8. if with correction return to the None 1 day APRDD/ACRD-Clerk/Technical Staff

Concerned personnel for
revision, if approved proceed to
next step
9. Revise draft routed to OSM None 1 hour AD Office of the Manager-Secretary
for approval

10. SM approved/signed None 30 minutes AD Office of the Manager-Senior

response Manager
11. Response shall be None 20 minutes AD Office of the Manager-Releasing
emailed/mailed to client Clerk

2. Send acknowledgment receipt 12. Expect acknowledgement of None upon receipt of the AD-Office of the Manager
receipt of client client

TOTAL: 10 days, 2 hours,

20 minutes
*= Appeals, motion for reconsideration, contracts, plans and budget

191
F. Health Finance Policy Sector (HFPS)

II. Office of the Senior Vice President-HFPS

192
1. INQUIRIES FROM INTERNAL/EXTERNAL STAKEHOLDERS THRU EMAIL/MAIL
Action on Inquiries received by the office through email
Office: Office of the Senior Vice President
Classification: Complex
Type of Transaction: G2G
Who May Avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None NONE
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1. Send inquiry thru Receive mail/email inquiry none 2 minutes CLERK III OSVP HFPS
email/mail
Encoding of document to database none 30 minutes to 2 Clerk III osvp HFPS
hours
Initial review of document none 1 day Social Insurance Assistant I or
Executive Assistant IV osvp hfps
Document to be reviewed by the SVP none 1 day Senior Vice President osvp hfps
Route to concerned staff/office for action none 1 hour Clerk III osvp hfps
Prepare the response to inquiry none 3 days SIA I/EA IV/Office under HFPS
If with correction return to the concerned personnel none 1 hour clerk III osvp hfps
for revision, if approved proceed to next step
For approval and signature of the SVP none 1 day Senior Vice President osvp HFPS
Response shall be emailed/mailed to client none 1 day Clerk III osvp hfps
2. Send Expect acknowledgement of receipt of client none
acknowledgment
receipt
TOTAL 7 days

193
F. Health Finance Policy Sector (HFPS)

III. PhilHealth Cares Management Office (PCMO)

194
1. CUSTOMER ASSISTANCE
Customer Assistance (Check Member's Eligibility, Issue pertinent forms)
Office: PhilHealth CARES
Classification: Simple
Type of Transaction: G2C-Government to Client
Who May Avail: Clients within the Hospital
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Client Identification/ information Client
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Sign in the Client Log sheet 1. Give the log sheet None 1- 2 minutes P-CARES (PhilHealth Customer
to the client Assistance, Relations and
Empowerment Staff)/ SIA I
2 Verbalize the nature of inquiry. 2. Analyze the nature None 1-5 minutes P-CARES (PhilHealth Customer
of client's inquiry Assistance, Relations and
Empowerment Staff)/ SIA I
3. Provide necessary supporting documents or 3. Answer the client or None 1 minute- 5 P-CARES (PhilHealth Customer
information in relation to the inquiry (Government refer to responsible mins Assistance, Relations and
Issued Valid ID, Birth certificate, SOA, IEC Materials, BPN, office. Empowerment Staff)/ SIA I
etc)
TOTAL: None 3-12 minutes

195
2. CONDUCT OF PHILHEALTH PATIENT EXIT SURVEY
Conduct of PhilHealth Patient Exit Survey
Office: PhilHealth CARES
Classification: Simple
Type of Transaction: G2C-Government to Client
Who May Avail: Clients who availed PhilHealth Benefits
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Client Identification/ information Client
Statement of Account (1 original copy) None
Proof of Payment (1 Original copy ) None
PPES Tool (1 original copy) P-CARES/ SMD
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Client is for discharge. 1. P-CARES seeks permission to None 1- 2 minutes P-CARES (PhilHealth Customer
conduct PPES Assistance, Relations and
Empowerment Staff)/ SIA I
2. Verbalize the willingness to 2. Ask client to sign informed None 5-10 minutes P-CARES (PhilHealth Customer
participate in the survey and signs the consent and conduct the survey Assistance, Relations and
informed consent proper. Empowerment Staff)/ SIA I
TOTAL: None 6-12 minutes

196
F. Health Finance Policy Sector (HFPS)

IV. PhilHealth Malasakit Center

197
1. PHILHEALTH- MALASAKIT CENTER CUSTOMER ASSISTANCE
Check Member's Eligibility and Issue pertinent forms
Office: PhilHealth Malasakit Center
Classification: Simple
Type of Transaction: G2C- Government to Client
Who May Avail: Clients within the Malasakit Centers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Client Identification/ information Client
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
P-Malasakit
None 1- 2 minutes
1. Sign in the Client Log sheet 1. Give the log sheet to the client Personnel
P-Malasakit
2. Verbalize the nature of inquiry. None 1-5 minutes
2. Analyze the nature of client's inquiry Personnel
3. Provide necessary supporting 3. Answer the client or refer to partner offices
documents or information in relation to
1 minute- 5 P-Malasakit
the inquiry (Government Issued Valid ID, None
mins Personnel
Birth certificate, SOA, IEC Materials, BPN,
etc)
3-12
TOTAL:
minutes

198
G. Information Management Sector (IMS)

I. Information Technology Management Department

(ITMD)

a. Information System Management Division (ISMD)

199
1. PROCESSING OF SOFTWARE CERTIFICATION/ COMPLIANCE REQUEST
This service is used to ensure that the requester's system complies with the standard data, transmission and integration requirements
provided by the Corporation.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Who May Avail: Health Care Institutions, Government Agencies, Other external partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

One (1) Original Copy of Software Certification Application Form (SCAF) PhilHealth Website

One (1) Original Copy of Non-Disclosure Agreement (NDA) PhilHealth Website

One (1) Original Copy of Software Certification Agreement (SCA) PhilHealth Website
One (1) Original Copy of Software Certification Kit (SCK) Philhealth Regional Office IT

One (1) Original Copy of Software Validation Test Form (SSVTF) Philhealth Regional Office IT
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION BE PAID TIME RESPONSIBLE
1. Submit Application for Software 1.1 Receive fully accomplished NDA, SCAF and SCA None 3 working Receiving
Certification with attached documents 1.2. Check completion of the supporting documents. days Clerk
using IT Ticketing System. 1.3. Set and coordinate schedule of the Software PRO IT
Certification Test.
2. Conduct of the Scheduled Software 3.1. Prepare test data for the test. None 5 working PRO IT
Certification Test 3.2. Conduct 3 cycles of testing to ensure compliance of days
the system to the Software Validation Test Form (SSVTF).
3.3. Prepare, finalize and sign-off in the SSVTF.
3. System Software Certification 4.1 Receive PRO IT Endorsement with the attached test None 12 working PRO IT

200
Completion documents as proof of system compliance days UPECS-EMR
4.2 Prepare Software Certificate / Notice of System Team
Compliance for signature of authorized signatories RVP
4.3 Route the Software Certificate / Notice of System ITMD Heads
Compliance to authorized signatories CIO
4.4 Register HCI in the Database. PCEO
TOTAL: None 20 working
days

201
2. REGISTRATION TO PHILHEALTH SYSTEMS AND INTEGRATION SERVICES
The purpose of this service is to register and enable access to specific PhilHealth systems and/or application programming interface (API)
provided by the Corporation.
Office/Division: IT Management Department - IS Management Division
Classification: Simple
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Any external partners with existing MOA/Contract facilitated by a Business Process or Program
Who May Avail: Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (1 original copy) IT Helpdesk
Business and User Requirements (1 original copy) OSM-ITMD
Memorandum of Agreement (1 original copy) Requesting Office
Data Sharing Agreement (1 original copy) Requesting Office
Non-Disclosure Agreement (1 original copy) Requesting Office
Application Integration Registration Form (1 original copy) OSM-ITMD
Service Terms of Use (1 original copy) OSM-ITMD
FEES
TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION PAID TIME RESPONSIBLE
1. Create a ticket request using the IT 1.1. Receive and log the request with existing ticket None 3 working Receiving Clerk
Ticketing System and attach the scanned request. Return hardcopy requests for non-existing days Office of the Senior
documents. Submit all hardcopy tickets. Manager, IT
document requirements in the Office of 1.2. Stamp, indicate the request number and return Management
the Senior Manager reflecting the ticket the receiving copy if any. Department
number in the Service Request Form. 1.3. Endorse to the IS Management Division.
1.4. Endorse for IMS approval based on ISSP and None 5 working Division Chief of the
Corporate Thrust. days IS Management
1.5. Endorse to OSM-ITMD to present and report for Division
Management Approval/Prioritization.

202
 1.6. Release Request Status Update to the
requesting office.
1.7. Assign a Scrum Team to handle approved
request.
1.8. Define and document the data formats, layout None 10 working Scrum Team
and standards, transmission requirements, security days ISMD
to be implemented and the input/output
parameters.
1.9. Conduct items no. 2-5 under the #5. SOFTWARE None 23 working Scrum Team
DEVELOPMENT SERVICES days ISMD
1.10. Prepare the Interoperability Implementing None 10 working Scrum Team
Guidelines and Specifications, Software Validation days ISMD
Checklist
1.11. Release of the Interoperability Kit and None 3 working Scrum Team
Confirmation Slip of the Orientation/Meeting days ISMD
Schedule to the external partners and requesting
office.
2. Submit the Orientation Confirmation 2.1. Conduct the orientation to the external None 5 working Scrum Team
Slip to the OSM-ITMD. partner/s in coordination to the requesting office. day ISMD
2.2. Document the conduct of the orientation.
TOTAL: None 59 working
days

203
3. SOFTWARE DEVELOPMENT SERVICES
This service facilitates the request for automation of business processes and support to Corporate policies, programs and projects to be
developed internally. Activities will be based on the Scrum Methodology where the project deliverables will be subdivided into a 2 week
period, hence process from 2-5 will be repeating until completion of the Project.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Who May Avail: Any PhilHealth Business Process Units or Program Offices.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (#1 original copy) IT Helpdesk
Business User Requirements Document (#1 original copy) OSM-ITMD
PhilHealth Circular and Policy Issuances (#1 copy) Requesting Office
Corporate Orders and Implementing Guidelines (#1 copy) Requesting Office
Standard Operating Procedures (#1 copy) Requesting Office
Risk Assessment Certificate (#1 copy) Risk Management Department
Updated Prioritized Sector Project List (#1 signed original copy) Sector of the Requesting Office
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION PAID TIME RESPONSIBLE
1. Create a ticket request using the IT 1.1. Receive and log the request with existing ticket None 3 working Receiving
Ticketing System and attach the scanned request. Return hardcopy requests for non-existing days Clerk
documents. Submit all hardcopy tickets. Office of the
document requirements in the Office of 1.2. Stamp, indicate the request number and return the Senior
the Senior Manager reflecting the ticket receiving copy if any. Manager, IT
number in the Service Request Form. 1.3. Endorse to the IS Management Division. Management
Department
1.4. Endorse for IMS approval based on ISSP and None 5 working Division Chief
Corporate Thrust. days of the IS
1.5. Endorse to OSM-ITMD to present and report for Management
Management Approval/Prioritization. Division
1.6. Release Request Status Update to the requesting

204
 office.
1.7. Assign a Scrum Team to handle approved request.
2. Define all product backlog based on 2.1. Group the defined product backlog into actionable None 5 working Scrum Team
priority. deliverables within the prescribed period. days
2.2. Prepare the Project Releases Timeline.
2.3. Prepare the System Requirements Specification for
the applicable development period based on sequence of
the Project Timeline.
2.4. Release the Project Timeline and SRS to the
requesting office for approval.
3. Submit the approved the Project 3.1. Conduct Sprint Planning. None 3 working Scrum Team
Timeline and the System Requirements 3.2. Prepare the Project Journal. days
Specification (SRS) for the initial sprint.
4. Participate in the Daily Scrum Meeting 4.1. Conduct the Daily Scrum. None 10 working Scrum Team
4.2. Conduct the Sprint Review. days from ISMD
4.3. Endorse the developed application for user project start
acceptance test and security assessment compliance. date
4.4. Update the Project Journal.
5. Submit the completely signed System 5.1. Prepare for the deployment documentations. None 5 working Scrum Team
Acceptance Form (SAF). 5.2. Submit deployment requirements to the IT Resource days ISMD
Management Division - IT Management Department.
5.3. Conduct Sprint Retrospective.
5.4. For publicly facing applications, endorse project to
Information Security Department to facilitate 3rd Party
Vulnerability Assessment Test
Repeat processes from 2-5 until all project deliverables has been completed.
TOTAL: None 31 working
days per
project
iteration

205
4. SUPPORT MANAGEMENT SERVICES
The service involves the processing or resolution of incidents, complaints, inquiries and issues reported by internal and external users
of PhilHealth systems.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business and G2G - Government to Government
Who May Avail: Internal or external users of PhilHealth Systems
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

A detailed description of incidents, complaints, inquiries and issues (#1 original copy) PhilHealth System Users

Screenshot of incidents, complaints, inquiries and issues (#1 original copy) PhilHealth System Users
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION BE PAID TIME RESPONSIBLE
External User: 1.1. Acknowledge receipt of the incidents, complaints, UPECS-EMR
1. Create a ticket indicating the inquiries and issues
detailed description and screenshots 1.2 Endorse the incidents, complaints, inquiries and
of incidents, complaints, inquiries and issues to the concerned scrum team.
issues via the PhilHealth Ticketing
System at URL? None 3 working days
Internal User: 1.1. Acknowledge receipt of the incidents, complaints, IT Helpdesk
1. Email the detailed description and inquiries and issues
screenshots of incidents, complaints, 1.2 Endorse the incidents, complaints, inquiries and
inquiries and issues to IT Helpdesk issues to the concerned office/team.
Unit (ithelpdesk@philhealth.gov.ph)
1.3. Evaluate the incidents, complaints, inquiries and None 1-3 working Concerned
issues days (simple) Scrum Team
4-7 working
days (moderate)
206
 8-20 working
days (complex)
1.4. Provide feedback or resolution to the UPECS-EMR None 1 working day Concerned
team or escalate issues to concerned office. Scrum Team
1.5. Provide feedback or resolution to the reporting None 1 working day UPECS-EMR
user
TOTAL: 6 working days (simple)
10 working days (moderate)
22 working days (complex)

207
5. SYSTEM INTEGRATION AND DATA SHARING SERVICES
This facilitates the request for system integration and/or data sharing requests received from other external partners.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Who May Avail: Health Care Institutions, Government Agencies, Other external partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (#1 original copy) IT Helpdesk
Business User Requirements Document (#1 original copy) Requesting Office
PhilHealth Circular and Policy Issuances (#1 copy) Requesting Office
Corporate Orders and Implementing Guidelines (#1 copy) Requesting Office
Standard Operating Procedures (#1 copy) Requesting Office
Risk Assessment Certificate (#1 copy) Requesting Office
Updated Prioritized Sector Project List (#1 signed original copy) Sector of the Requesting Office
PROCESSING
CLIENT STEPS AGENCY ACTION FEES TO BE PAID TIME PERSON RESPONSIBLE
1. Submit all document requirements in 1.1. Receive and log the None 3 working Receiving Clerk
the Office of the Senior Manager, IT request. days Office of the Senior
Management Department. 1.2. Stamp, indicate the request Manager, IT Management
number and return the Department
receiving copy if any.
1.3. Endorse to the IS
Management Division.
1.4. Endorse for IMS approval None 5 working Division Chief of the IS
based on ISSP and Corporate days Management Division
Thrust.
1.5. Endorse to OSM-ITMD to
present and report for
Management

208
 Approval/Prioritization.
1.6. Release Request Status
Update to the requesting office.
1.7. Assign a Scrum Team to
handle approved request.
2. Define all product backlog based on 2.1. Group the defined product None 5 working Scrum Team
priority. backlog into actionable days
deliverables within the
prescribed period.
2.2. Prepare the Project
Releases Timeline.
2.3. Prepare the System
Requirements Specification for
the applicable development
period based on sequence of
the Project Timeline.
2.4. Release the Project
Timeline and SRS to the
requesting office for approval.
3. Submit the approved the Project 3.1. Conduct Sprint Planning. None 3 working Scrum Team
Timeline and the System Requirements 3.2. Prepare the Project Journal. days
Specification (SRS) for the initial sprint.
4. Participate in the Daily Scrum Meeting 4.1. Conduct the Daily Scrum. None 10 working Scrum Team
4.2. Conduct the Sprint Review. days
4.3. Endorse the developed
application for user acceptance
test and security assessment
compliance.
4.4. Update the Project Journal.
5. Submit the completely signed System 5.1. Prepare for the deployment None 5 working Scrum Team
Acceptance Form (SAF). documentations. days
209
 5.2. Submit deployment
requirements to the IT Resource
Management Division - IT
Management Department.
5.3. Conduct Sprint
Retrospective.
5.4. For publicly facing
applications, endorse project to
Information Security
Department to facilitate 3rd
Party Vulnerability Assessment
Test
Repeat processes from 2-5 until all project deliverables has been completed.
TOTAL: 31 working
days

210
G. Information Management Sector (IMS)

II. Project Management Office-PhilHealth Identity

Management System (PMO-PIMS)

211
1. FACILITATION OF IT RELATED CONCERNS FROM OTHER PHILIPPINE GOVERNMENT AGENCIES OR EXTERNAL
STAKEHOLDERS

Collaborate with external agencies (Government and Non-government) the request received for Projects within the sector. Inter-organizational
collaboration such as to: mutually achieve goals, share information, resources, and responsibilities, as well as make joint decisions and solve
problems.

Office/Division: Project Management Office – PhilHealth Identity Management System (PMO-PIMS)

Classification: Simple
Type of Transaction: G2G – Government to Government, G2B - Government to Business
Who may avail: External Agencies / External Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request Letter (1 Original copy or digital copy) Requesting Office

CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON

PAID TIME RESPONSIBLE
1. Submit request letter 1.1 Receive and identify request None Administrative
10 minutes Receiving Officer
1.2 Evaluate and process the request letter None Senior Manager
20 minutes PMO-PIMS
1.3 Provide further instructions None Senior Manager
1 day PMO-PIMS

1.4 Coordinate with other PhilHealth offices None 3 days SIA I and SIO II
involve
1.5 Prepare response letter None 1 day SIA I and SIO II

2. Receive response letter

5 Days and
TOTAL: None 30 Minutes

212
 H. Legal Sector

I. Fact-Finding Investigation and Enforcement Department

(FFIED)

213
1. CONDUCT OF FACT-FINDING INVESTIGATION
Perform claims validation through domiciliary visits and health care provider inspection, to verify from members the authenticity (and quality)
of benefits and services provided by a health care provider.

FACT-FINDING, INVESTIGATION, AND ENORCEMENT DEPARTMENT

Office
Investigation and Enforcement Division
Classification: Highly Technical
G2G – Government to Government
Type of Transaction:
G2C – Government to Client
PRO Legal Offices, Other Government Agencies such as Presidential Anti-Corruption Commission,
Who May Avail:
any Individual
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Fact-Finding, Investigation, and Enforcement
G2C – Complaint report filed by walk-in client
Department
G2G – Transmittal of report or letter recommending / requesting the conduct of
PhilHealth Regional Office – Legal Office
investigation
To be issued by reporting agency/office
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
File the complaint 1.1 Receive the complaint or report for investigation
(Salaysay) or endorse the 2.1 Record in transaction recording system or Legal Case Administrative
None *1 day
report recommending Management System Personnel
conduct of investigation
3.1 Evaluate complaint/ report Department
4.1 Assign complaint / report to an investigator *1 day Manager /
Division Chief
5.1 Prepare documents necessary in the conduct of fact-
finding investigation
*15 days Investigator
5.1.1 Secure Official Business or Travel Order
5.1.2 Prepare cash advance, if necessary

214
 6.1 Perform the investigation and validation of claims
*43 days
through domiciliary visitation to members or health care
** subject to
provider inspection
Extension
7.1 Evaluate documents gathered
8.1 Prepare and submit fact-finding investigation report
8.1.1 Secure medical evaluation if necessary to
substantiate the report
9.1 File complaint affidavit if there is prima facie Within *10
evidence of violation days from
10.1 Secure approval the issuance Investigator
11.1 Forward complaint to Prosecution Department of fact- Department
finding Manager
investigation
report
TOTAL: None 102 days
* Title I, Rule VI, PhilHealth Rules on Administrative Cases (PROAC) Involving Health Care Providers, Members, and PhilHealth Employees
** Rule 4, Section 5 of the 2021 Revised Rules of Procedure Implementing the Electronic Complaints Handling of the Anti-Red Tape Authority

215
2. PROCESSING OF COMPLAINTS FROM WALK-IN CLIENTS
Attending to the complaints filed by walk-in clients by FFIED

FACT-FINDING, INVESTIGATION, AND ENORCEMENT DEPARTMENT

Office
Investigation and Enforcement Division
Classification: Complex
Type of Transaction: G2C – Government to Client
Who May Avail: Any Individual
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
Coordinate with the 1.1 Receiving personnel to attend to client
Administrative
department receiving 2.1 Coordinate with an Investigator who would None 10 minutes
Personnel
personnel assist the complainant
3.1 Prepare documents necessary in the interview
30 minutes Investigator
(i.e. Domiciliary Visit Undertaking or Salaysay)
Discuss/detail the 4.1 Conduct the interview on the client
circumstances 4.1.1 Record the discussion in the Salaysay
5.1 Finalize the discussion with the client
4 hours Investigator
3. Provide documents being 5.1.1 Secure approval by signing the Salaysay
required of, if available 5.1.2 Secure certified true copies of documents to
substantiate the complaint
6.1 Record the transaction with client and receipt of
documents
7.1 Evaluate the report and recommend the
2 hours Investigator
conduct of fact-finding investigation
6 hours,
TOTAL: None
4 minutes

216
 H. Legal Sector

II. Protest and Appeals Review Department (PARD)

217
1. RESOLUTION OF APPEALS ON DENIED OR REDUCED BENEFIT CLAIMS FILED BY THE MEMBER OR HOSPITAL AS APPELLANT.

Within 15 days from receipt of the order of the PRO denying the Administrative Protest of an aggrieved health care provider or member, any party may
file a letter-appeal with the PARD with proof of payment of the requisite appeal fee. The PARD may grant or deny an appeal based on the evidence
and/or proof submitted by the appellant. The PARD shall resolve the appeals, as far as practicable, within a period of sixty (60) days from receipt of the
appeal, citing the facts and the law or rules on which the same is based. The resolution of the PARD shall be final and executory.
Office: Protests and Appeals Review Department (PARD)
Classification: Highly Technical
Type of Transaction: G2C - services whose clients is the transacting public; G2G - Government to another agency,employee or official
Who May Avail: PhilHealth member and Healthcare Provider availing the benefit claim

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Standard Requirements Situational Requirements Standard Requirements Situational Requirements

1. Written by the Member 1. Healthcare Provider
1. Letter-appeal (1 Original copy) 1. CF3, CF4 if applicable (1 original copy)
and/or Hospital appellant
2. MR/Order letter-denial (1 Original 2. Any PhilHealth office
2. MDR (1 original copy) 2. PRO CRC
Copy)
3. PRO Letter-denial (1 Original Copy) 3. PRO BAS 3. Healthcare Provider
3. Medical/Clinical Records & documents
4. Healthcare Provider and 4. Healthcare Provider
4. CF1, CF2, CSF (1 Original Copy) (1 certified photocopy)
Company filled out
5. SOA/Cost of services rendered (1 4. Doctors’ Orders/Nurses Notes (1
5. Healthcare Provider 5. Healthcare Provider
Original copy) certified photocopy)
5. Hospital Cert of Eligibility/ 6. Healthcare Provider -
6. PBEF (1 Original copy) 6. Healthcare Provider
Accreditation (1 certified photocopy) PhilHealth Section
6. Pre-cataract surgery authorization (1
7. Validation Report (1 Original copy) 7. Healthcare Provider 7. Member
original copy)
8. Waiver for members claim (1 7. PHIC Official Receipts/ Bank/ Bayad 8. BIR, Post Office, DFA, PSA, LTO,
8. Healthcare Provider
original copy) Centers (1 original copy) SSS, GSIS, PAG-IBIG.

218
 8. Government Issued Identification Card
9. Healthcare Provider, other
of the member and/or dependent (1
government institutions
certified photocopy)
9. Other pertinent medical and legal 10. Healthcare Provider, other
documents as may be required government institutions
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

1. The Appellant files his/her appeal,

including all original claim documents 1.1 Receive the appeal on denied claim
Receiving Clerk - Admin Support
to PARD either by personally and check the required documents for
Section
submitting his/her appeal or thru completeness.
registered mail/private courier.

1.2 Assign docket number and encode to Within a

period of sixty ASA C - Admin Support Section
the database of PARD
(60) days, as
1.3 Forward appeal with supporting None (under far as
documents to Medical Division for the new practicable,
ASA C/AO II/SIS - Admin Support
medical evaluation and Legal Division for rules-PROAC, under the
Section
review and drafting of resolution. appeal fee PhilHealth
Prepare transmittal. shall be Rules on
required) Administrative
1.4 Receive, encode and assign of Cases (PROAC)
ASA C - Medical Review Division
appealed claim to Medical Officers Rule XVII
Section 108.
1.5 Evaluation/Assessment of the merits Medical Specialists - Medical
of each appealed claim Review Division

1.6 Prepare and issue Letter of

Deficiency, if additional medical record is ASA C - Medical Review Division
needed to support the claim

219
 1.7 Prepare the Medical Evaluation Medical Specialists - Medical
Report with recommendation Review Division

1.8 Approval of the Medical Evaluation Division Chief, Medical Review

Report Division
1.9 Forward appeal with medical
evaluation report and supporting
documents to Legal Division for legal ASA C - Medical Review Division
review and drafting of Resolution .
Prepare the transmittal.
1. The Appellant files his/her appeal,
including all original claim documents 1.10 Receive, encode, update database
to PARD either by personally and assign of appealed claim to Attorney None Clerk III - Legal Support Division
submitting his/her appeal or thru V/Legal Researchers
registered mail/private courier.
1.11 Legal review, prepare and drafting Within a Legal Researchers - Legal Support
of recommended Resolution period of sixty Division
1.12 Review and recommend approval of (60) days as Division Chief - Legal Support
the draft Resolution to the SM far as Division
1.13 Forward draft Resolution with practicable,
recommendation to the Senior Manager under the
for final review and approval of PhilHealth Clerk III - Legal Support Division
recommended Resolution. Prepare Rules on
transmittal Administrative
Cases (PROAC)
Rule XVII
1.14 Receive, encode to database and Section 108.
forward to Senior Manager for review, Section 108. ASA C - Admin Support Section
comment and approval

1.15 Review/approval of the Senior

Manager (includes revision/return to Senior Manager - PARD
Legal Division)
220
 Division Chief for LSD, Division
1.16 For signature by authorized
Chief for MRD & Senior Manager -
signatories of the Final Resolution
PARD
1.17 Forward duly signed Resolution to
the Releasing for mailing to the
ASA C - Admin Support Section
concerned parties. Encode and prepare
transmittal
1.18 Update PARD database as to the
ASA C - Admin Support Section
status of the appealed claims
60 days, as far
TOTAL:
as practicable

221
 H. Legal Sector

III. Prosecution Department (PROSEC)

222
1. CERTIFICATION ON PENDING/ ONGOING ADMINISTRATIVE COMPLAINTS AGAINST HEALTH CARE PROVIDERS (HCPS) AND MEMBERS

This is issued to the requesting party on a per request basis

Office: Prosecution Department
Classification Highly Technical
Type of Transaction G2B/G2G
Who May Avail PhilHealth Regional Offices and Other Government Entity such as NBI, COA, other agencies and concerned
institutional and professional health care providers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter Request stating its purpose Requesting office
FEES TO
CLIENT STEPS AGENCY ACTION BE PAID PROCESSING PERSON RESPONSIBLE
TIME
1. Submit Letter request to 1. Stamp “received” with date the receiving None 1 day Receiving staff/ personnel
the Receiving staff/ copy of the requesting office of the department
Personnel
1.1 Refer the request to the Head of the None 1 day Receiving staff/ personnel
Department for approval
1.2 Instruct the Admin staff/ personnel to None 1-2 working days Head of the department
validate/ check and prepare the certification
1.3 Prepare the Certification and have it Non 1-7 working days Admin staff/ personnel
signed by the Head Office (depending on the
frequency of
request and
nature of request
1.4 Upon signing, send the Certification to None 1-3 working days Admin staff/ personnel
the requesting office either by personal
service, email or mail
TOTAL NONE 14 days

223
I. Member Management Group (MMG)

224
1. HANDLING OF INQUIRIES: POLICY GUIDELINES ON MEMBERSHIP, CONTRIBUTION AND BENEFIT AVAILMENT AND CLAIMS CONCERNS
This service provides for the official Reply / Resolutions / Clarifications / Recommendations regarding inquiries pertaining to policies and
guidelines concerning Membership, Contribution, and Benefit Availment.
Office/Division: Member Management Group (All Departments)
Classification: Complex
Type of Transaction: G2G– Government to Government; G2C- Government to Citizen
G2B- Government to Business Entity
Who may avail: Concerned Internal / External CLIENTS of the Member Management Group:
e.g., Members; Employers; Hospitals; or Other Government Agencies
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Copy of documents for evaluation (Letter, Memo, Issuances and/or policies, Concerned offices (internal and external clients)
reports and other correspondences.
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Endorsement of documents to 1.1. Receives and logs the documents None 1 working Social Insurance Assistant I;
the OVP-MMG for appropriate containing the inquiry. day Executive Assistant; OVP, MMG
action
1.2. Evaluate to whom the inquiry will be
endorsed for appropriate action by the
concerned Segment.

1.3. Endorse to concerned Segment.

1.4. Concerned Segment receives and logs
the endorsed document.
1.5. Assignment to concerned Segment
head/staff for appropriate action.

1.6. Segment head/staff performs CSW and 5 working Social Insurance Assistant /
prepares draft reply memos and/or days Officer / Specialist of the
recommendations. concerned Segment
225
 1.7. Endorse back to the OVP-MMG for
approval of the reply memos /
recommendations by the Vice President.
1.8. Review and approval by the Vice 1 working day Social Insurance Assistant I;
President Executive Assistant; Vice
2. Receives the Reply / 1.9. Once signed off by the Vice President, President of the OVP, MMG
Resolutions / Clarifications / immediate endorsement to concerned
Recommendations. stakeholders
TOTAL: None 7 working
days

226
2. ADJUSTMENT, CORRECTION AND DELETION OF PREMIUM CONTRIBUTION (WALK-IN AND THROUGH E-MAIL)
This service allows adjustment, correction and deletion of premium contribution (as the need arises)

Office/Division: Member Management Group (OFP)

Classification: Complex
Type of Transaction: G2C- Government to Citizen; G2B- Government to Business Entity
Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 original copy of duly accomplished DARF Any PhilHealth Office
1 photocopy of Official Receipt or any proof of payment (to be submitted)
At least 1 photocopy of valid ID of the member (to be submitted)

Additional requirements if through representative:

1 original copy of Authorization letter from member
At least 1 original of valid ID of representative (to be presented)
At least 1 photocopy of valid ID of member (to be submitted)
1 scanned copy of duly accomplished DARF Through e-mail
1 scanned copy of Official Receipt or any proof of payment
At least 1 scanned copy of valid ID of the
member
Additional requirements if through representative:
1 scanned copy of Authorization letter from member
At least 1 scanned copy of valid ID of representative
At least 1 scanned copy of valid ID of member

227
 PERSON
FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME RESPONSIB
PAID
LE
The member shall submit the 1.1 Print/Receive the required documents and None Walk-in: Social
required documents for walk-in. check for completeness. 5 minutes per DARF Insurance
7 days if under PRO Assistant I;
1.2 Endorse the documents to the concerned PRO. jurisdiction (to be OFP
1.3 Checks for the correctness of the data. endorsed to Supervisor
1.4 Issue the Member Data Record. concerned PROs)

Make sure to secure a copy of the Email:

MDR. depends on the
number of e-mails
received
5 minutes per DARF
7 days if under PRO
jurisdiction (to be
endorsed to
concerned PROs)
5 minutes (walk-
TOTAL: NONE in);

7 days if under PRO

jurisdiction

228
3. AMENDMENT OF MEMBER DATA RECORD (WALK-IN AND THROUGH E-MAIL)
This service allows amendment of member's data information.
Office/Division: Member Management Group (OFP)
Classification: Simple
Type of Transaction: G2C- Government to Citizen; G2B- Government to Business Entity
Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Case-to-case basis but not limited to the following supporting documents may be Any PhilHealth Office
required from the applicant/s

To correct/ add dependents, Submit 1 photo copy (walk-in)/ scanned copy (e-mail) of any
of the following:
Marriage Contract for legal spouse
Birth Certificate or proof of adoption or guardianship (children below 21 years old)
Birth Certificate of the parents and the member to establish relationship with each other

To amend civil status, Submit 1 photo copy (walk-in)/ scanned copy (e-mail) of any of the
following:
Marriage contract (Married)
Death Certificate (widowed)
Legal documents to prove that marriage is nulled, voided or legally separated

Additional requirements if through representative

1 original (walk-in)/ scanned copy (e-mail) of Authorization letter from member
At least 1 photo copy (walk-in)/ scanned copy (e-mail) of valid ID of member (to be
presented)
1 original copy (walk-in)/ scanned copy (e-mail) of valid ID of a representative

1 original copy (walk-in)/ scanned copy (e-mail) of PhilHealth Form (PMRF)

229
1 scanned copy of duly accomplished DARF Through e-mail
1 scanned copy of Official Receipt or any proof of payment
At least 1 scanned copy of valid ID of the member

Additional requirements if through representative:

1 scanned copy of Authorization letter from member
At least 1 scanned copy of valid ID of representative
At least 1 scanned copy of valid ID of member
FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
(Walk-in) 1.1. Assigned staff shall check for the None Walk-in Social Insurance
The member shall submit the required completeness documents submitted 5 minutes per Assistant I; OFP
documents for walk-in or e-mail. and shall prompt client for any missing PMRF
requirements.
1.2. Assigned staff shall provide
amended MDR upon confirmation 5 minutes
from the client that all data
information is correct.
Check correctness of data. Email
1-3 days (depends
on the number of
Make sure to secure a copy of the MDR. e-mails received)
10 mins for walk-
TOTAL: NONE in
1-3 days (depends
on the number of
e-mails received
for email)

230
4. ENROLMENT PROCEDURES (WALK-IN AND THROUGH E-MAIL)
This service allows initial registration and enrolment to the National Health Insurance Program.
Office/Division: Member Management Group (OFP)
Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: Land-based Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 photocopy of Proof of Income Any PhilHealth Office
*For declaration of dependents see separate section on Declaration of Dependents
1 Original copy of PhilHealth Form:
PMRF
At least 1 photocopy of valid ID of member (to be submitted)
1 original copy of valid ID of member (to be presented)

*Additional requirements if through representative

1 Original copy of Authorization letter from member
1 original copy of valid ID of representative (to be presented)
At least 1 photo copy of valid ID of member (to be submitted)
At least 1 scanned copy valid ID of member Through e-mail
1 scanned copy of Proof of Income
*For declaration of dependents see separate section on Declaration of Dependents
1 scanned copy of PhilHealth Form: PMRF
*Additional requirements if through representative
1 scanned copy of Authorization letter from member
1 scanned copy of valid ID of representative

231
 PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
(Walk-in) (Walk-in) No service fee (if Walk-in Social
Present a copy of any valid ID of the member 1.1. Upon receipt of registration only) 5 minutes Insurance
and any proof of income. If through a requirements, assigned staff shall per PMRF Assistant I;
representative, representative shall submit verify record (if any). Computed Premium OFP
authorization letter and a photo copy of the 1.2. Assigned staff shall provide contribution for OFWs
member's valid ID. premium contribution for OFWs. (if with premium 5 minutes
payment)

Member shall pay computed premium

contribution at any accredited collecting agents.
(E-mail) (E-mail) Email
Client shall send through e-mail a copy of duly 3.1. Assigned staff shall verify the 1-3 days
accomplished PMRF and proof of income. record upon receipt. (depends on
the number
4. Member shall pay computed premium 3.2. Assigned staff shall provide of e-mails
contribution at any accredited collecting agents. premium contribution for OFWs. received)

TOTAL: None (if registration 10 mins for

only) walk-in
1-3 days
Computed Premium (depends on
contribution for OFWs the number
(if with premium of e-mails
payment) received for
email)

232
5. HANDLING OF INQUIRIES: GUIDELINES ON MEMBERSHIP, CONTRIBUTION AND BENEFIT AVAILMENT AND CLAIMS CONCERNS
This service responds to member inquiries on the following but not limited to Membership, Contribution, Benefit Availment and Claims
Concerns.

Office/Division: Member Management Group (OFP)

Classification: Simple

Type of Transaction: G2C- Government to Citizen

G2B- Government to Business Entity

Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1 original copy of transaction slip Walk-in

FEES TO PROCESSING PERSON

CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE

(Through E-mail) 1.1. Receives the inquiry and asks follow-up None Email 3 days Social Insurance
questions for verification if needed. (depends on the Assistant I; OFP
Send message their inquiries on
number of e-
Membership, Contribution, Benefit 1.2. Responds to client inquiries. mails received)
Availment and Claims Concerns.

(Through Walk-in) 2.1. Receives the inquiry and asks follow-up Walk-in
questions for verification if needed.
Fill up Transaction Slip and write the 3-10 minutes per

233
inquiries. Walk-in client

3-10 minutes per client

(Through 3.1. Receives the inquiry and asks follow-up Phone

Phone) questions for verification if needed.
3-10 minutes per
Inquires via phone call re: Membership, client
Contribution, Benefit Availment and 3.2 Responds to client inquiries.
Claims Concerns.

TOTAL: None 3 days

(email);

3-10 minutes
(walk-in/ phone)

234
6. ISSUANCE OF PHILHEALTH ID (WALK-IN)
This service allows client's request for a copy of their PhilHealth IDs.

Office/Division: Member Management Group (OFP)

Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 Original copy of Transaction Slip Any PhilHealth Office
At least 1 original copy of valid ID of member (to be presented)
*Additional requirements if through representative
1 Original copy of Authorization letter from member
1 original copy of valid ID of representative (to be
presented)
At least 1 photo copy of valid ID of member (to be submitted)
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
(Walk-in) (Walk-in) None 2 minutes Social
Fill-out transaction Slip. 1.1. Upon receipt of transaction slip, or a valid authorization letter (if Insurance
through a representative), assigned staff shall verify PIN. Assistant I;
OFP
Present a copy of any valid ID of the 1.2. Assigned staff shall provide a copy of the PhilHealth ID to the 3 minutes
member. If through a representative, client. per
representative shall submit transaction
authorization letter and a photo copy of
the member's valid ID.
Make sure to secure a copy of the 3 minutes
PhilHealth ID issued. per
transaction

TOTAL: None 5 mins

235
7. ISSUANCE OF MEMBER DATA RECORD (WALK-IN AND THROUGH E-MAIL)
This service allows client's request for a copy of their Member Data Record.

Office/Division: Member Management Group (OFP)

Classification: Simple
Type of Transaction: G2C- Government to Citizen
G2B- Government to Business Entity
Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 original Transaction Slip Any PhilHealth Office
At least 1 original valid ID of member (to be
presented) *Additional requirements if through
representative 1 Original copy of
Authorization letter from member
1 original copy of valid ID of representative (to be
presented)
At least 1 photo copy of valid ID of member (to be submitted)
Request and provide the following member information: Through e-mail
Last Name, First Name, Middle Name
Date of Birth
Place of Birth
Address
At least 1 scanned copy of valid ID of member

Additional requirements if through representative

1 scanned copy of Authorization letter from member
At least 1 scanned copy of valid ID of representative

236
 FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
(Walk-in) (Walk-in) No Walk-in 2 Social
1. The member shall submit documents for 1.1. Upon receipt of transaction slip, or Service minutes Insurance
walk-in. a valid authorization letter (if through a Fee Assistant I;
representative) assigned staff shall OFP
verify PIN.
2. Make sure to secure a copy of the MDR 1.2. Assigned staff shall provide a 3 minutes per
issued. copy of the MDR to the client. transaction
(E-mail) (E-mail) Email
3. Client shall provide the member 3.1. Assigned staff shall check for 1-3 days
information for Issuance of MDR through the completeness information and shall (depends on
e-mail. prompt client for any missing member the number of
information. e-mails
4. Make sure to secure a copy of the MDR 3.2. Assigned staff shall provide a received)
issued. copy of the MDR to the client.
TOTAL: None 5 mins for
walk-in
1-3 days
(depends on
the number of
e-mails
received for
email)

237
8. PIN VERIFICATION (WALK-IN AND THROUGH E-MAIL)
This service allows verification of PhilHealth Identification Number necessary for PhilHealth transactions.
Office/Division: Member Management Group (OFP)
Classification: Simple
Type of Transaction: G2C- Government to Citizen
Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 Original copy of Transaction Slip At least 1 original copy of valid ID of Any PhilHealth Office
member (to be presented)

*Additional requirements if through representative:

1 Original copy of Authorization letter from member
1 original copy of valid ID of representative (to be presented)
At least 1 photo copy of valid ID of member (to be submitted)

Request and provide the following member information: Through e-mail

Last Name, First Name and Middle Name
Date of Birth
Place of Birth
Address
At least 1 scanned copy valid ID of member

*Additional requirements if through representative:

1 Scanned copy of Authorization letter from member
At least 1 scanned copy of valid ID of representative

238
 FEES
TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE RESPONSIBLE
PAID
(Walk- (Walk-in) None Walk- Social
in) 1. 1.1. Upon receipt of in 2 Insurance
Fill-out transaction Slip. transaction slip, minutes Assistant I;
assigned staff shall OFP
verify PIN.
2. Present a copy of any valid ID of the member. 2.1. Assigned 3 minutes per transaction
staff shall provide
PIN to the client.
(E-mail) (E-mail) Email
3. Client shall provide the member information 3.1. Assigned staff 1-3 days (depends on the number of e-
asked for PIN verification via e-mail. shall check for the mails received)
completeness of
member
information and
shall prompt client
for any missing
member
information.
3.2. Assigned staff
shall provide PIN to
the client.
TOTAL: None 5 mins for walk-in
1-3 days for email

239
9. POSTING OF PREMIUM CONTRIBUTION (WALK-IN AND THROUGH E-MAIL)
This service facilitates posting of premium contributions that were not reflected in the MDR.
Office/Division: Member Management Group (OFP)
Classification: Complex
Type of Transaction: G2C- Government to Citizen
Who may avail: Land based Migrant Workers; Filipinos Living Abroad
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1 original copy of Transaction slip Any PhilHealth Office
At least 1 original copy of valid ID of member (to be presented)
Request 1 photocopy of Official receipt

*Additional requirements if through representative:

1 Original copy of Authorization letter from member
1 original copy of valid ID of representative (to be presented)
At least 1 photo copy of valid ID of member (to be submitted)
At least 1 scanned copy of valid ID of member Through e-mail
Request 1 scanned copy of Official receipt

*Additional requirements if through representative:

1 scanned copy of Authorization letter from member
1 scanned copy of valid ID of representative

FEES TO BE PROCESSING PERSON

CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Submit the required documents. If through a 1.1. Print/Receive the required None Walk-in Social
representative, representative shall submit documents and check for completeness. 5 minutes per Insurance
authorization letter and a photo copy of the transaction (if Assistant I;
member's valid ID. 1.2. Start processing the request. posted in the OFP
Treasury

240
 1.3. If not yet posted in the database, database)
staff verifies the payment information.

1.4. Issue the Member Data Record.

7 days (if not
2. Make sure to check the correctness of yet posted in
payment information upon receipt of the the Treasury
Member Data Record. Database- for
verification
TOTAL: None 7 days (if not
yet posted in
the Treasury
Database)

241
10. RECEIVING AND ENDORSEMENT OF OVERSEAS CONFINEMENT CLAIMS (FILED THROUGH E-MAIL)
This service receives and facilitate filing of overseas confinement claims.
Office/Division: Member Management Group (OFP)
Classification: Complex
Type of Transaction: G2C- Government to Citizen; G2B- Government to Business Entity
Who may avail: Migrant Workers; Filipinos Living Abroad and Filipinos with Dual Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Confinement abroad requirements (Certified True Copy): Through e-mail

1. 1 scanned copy of CTC Claim Form 1, properly and completely

filled out
2. 1 scanned copy of CTC Statement of Account or its equivalent
3. 1 scanned copy of CTC Official receipt or any proof of payment
of hospital bills and professional fees from the hospital where
the patient was confined
4. 1 scanned copy of CTC Certification from the attending
physician as to the final diagnosis, period of confinement and
services rendered
5. English transactions from the hospital or Embassy for all
documents.
FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
1. Submit the required 1.1. Print/Receive the None 1 day Social Insurance
documents for overseas required documents and Assistant I, OFP
confinement filed through email. check for completeness. Supervisor
1.2. Start processing the Senior Manager
request and prepares
documents.

242
 1.3. Endorse the documents 5 days (For endorsement to concerned
to the concerned PRO. PROs/ Branch Offices; depends on the
number of e-mails received; until a
feedback is received)
2. Make sure to ask for a 2.1. Communicates with the 1 day
feedback and claim details for member on the details of
monitoring purposes. the claim.
2.2. PRO shall issue check if
claim is good for processing

3. Member shall receive the

reimbursement through check if
claim is good for processing.
TOTAL: None 7 days

243
11. DATA VALIDATION AND PIN ASSIGNMENT OF BENEFIT CLAIMS FOR PROCESSING AND PAYMENT OF SARS COV-2 RT- PCR TESTING
CONDUCTED BY PHILIPPINE RED CROSS
The Overseas Filipinos Program shall receive and process the benefit claims from the PRC for SARS-CoV-2 RT- PCR Testing prior to
endorsement for payment.
Office/Division Direct Contributor: Overseas Filipinos Program (OFP)
Classification Simple
Type of Transaction G2B; Government to Business
Who may avail: Philippine Red Cross and its Accredited Testing Laboratories
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request for reimbursement (RfR) Philippine Red Cross and its Accredited
Line List with certification (e-signature) Testing Laboratories
Case Information Forms (CIFs)
FEES
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION TO BE
TIME RESPONSIBLE
PAID
1.The PRC shall file to PhilHealth its claims for 1.Receive from the PRC in hard copy and thru None Within the day of Receiving Staff
the testing for SARS-CoV-2 by RT-PCR within email the claims requirements, verify receipt of claims
60 calendar days from the date of specimen completeness of the Line List and its requirements
collection. The following shall be the claims corresponding CIFs against the RfR, search and
requirements: Request for reimbursement download the CIFs based on the names listed
(RfR), Line List with certification (e-signature), in the Line List (Excel file) from the PRC remote
and Case Information Forms (CIFs). database, and finally, issue certification on the
completeness of documents.
2.None 2.Conduct data mapping to check if the names None Within the day of Data Validator
in the Line List already have existing PhilHealth receipt of claims
Identification Number (PIN). requirements
3.None 3.Conduct manual validation of complete Five None Within three (3) Data Validator
Data Fields (Last name, First name, Middle days upon receipt
name, Sex and Date of birth). of claims
requirements

244
4.None 4.Conduct Quick PIN Assignment and None Within three (3) Data
Generation. days upon receipt Controller
of claims
requirements
5.None 5.Endorse claims documents for payment, as None Within three (3) Data
applicable. days upon receipt Adjudicator
of claims
requirements
6.None 6.Upload paid Line List to the Paid Claims None Within three Data
Library. (3)days upon Adjudicator
receipt of claims
requirements
7.The PRC shall receive from PhilHealth 7.Prepare deficient claims and return the same None Within three(3) Data
deficient claims for compliance. to the PRC for compliance. days upon receipt Adjudicator
of claims
requirements
8.The PRC shall submit to PhilHealth all 8.Receive Return-to-Sender (RTS) claims. None Within the day Receiving Staff
rectified claims that were previously returned of receipt of RTS
due to deficiencies. claims
9.None 9.Verify compliance of RTS claims. None Within three Data
(3)days upon Adjudicator
receipt of RTS
claims
10.None 10.Endorse RTS claims documents for None Within three(3) Data
payment, as applicable. days upon receipt Adjudicator
of RTS claims
11.None 11.Upload paid RTS Line List to the Paid Claims None Within three (3) Data
Library. days upon receipt Adjudicator
of RTS claims
TOTAL None 27 days

245
J. Office of the President (OP)

I. Corporate Planning (CorPlan)

246
1. PROCESSING OF EXTERNAL DATA REQUESTS (SIMPLE)
This process covers handling of external requests for records and data within the Corporation and ensure that all records/data releases by the
Corporation shall be in compliance with the mandates of the Universal Health Care Act of 2019 (RA 11223), Ease of Doing Business and
Efficient Government Service Delivery Act of 2018 (RA 11032), Freedom of Information Order (EO No. 2 s.2016), Data Privacy Act of 2012 (RA
10173), and the Department of Budget Management (DBM and Governance Commission for GOCCs' (GCG) Good Governance Requirements
(e.g. Transparency Seal).

Per EODB Act of 2018, transactions are classified into the following:
1. Simple transactions – requests that are readily available (e.g., Standard Reports) and shall be processed within three (3) working days;
2. Complex transactions – requests that need to be sourced from more than one office (e.g. data from multiple offices within the Corporation)
and requires packaging of data using prescribed template or format shall be processed within seven (7) working days; and
3. Highly technical transactions – requests that require technical analysis or cross-tabulations and database extractions (e.g. data for research)
shall be processed within twenty (20) working days.
Office: Corporate Planning Department (CorPlan)
Classification: Simple
Type of Transaction: G2G – Government to Government; G2C – Government to Citizen; G2B – Government to Business
Who May Avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Formal Letter or Accomplished Data Request Form / DRF (One original copy) PhilHealth Website
containing the following: (Note for ARTA Comm: Form for uploading: Annex C of CO
1. Date No.2020-0053)
2. Full Name
3. Office (if applicable; institution)
4. Description of Data Being Requested
5. Purpose of Request (e.g. use for data, etc.)
6. Reference Period of Data Being Requested
7. Data Needed
8. Format (e.g. table format, print-out, digital, etc.)

247
9. Other information that could help the concerned office that shall process the
data (e.g. script parameters, etc.)

PROCESSING
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PERSON RESPONSIBLE
TIME
Submit letter request or Receive letter/form from requesting party and None 1 Hour Administrative Staff
accomplished Data Request forward to Knowledge Resource Unit (Office of the Senior
Form (DRF) to the CorPlan Manager / OSM)
Receive acknowledgement Send acknowledgement receipt to requesting None 1 Hour Administrative Staff
receipt from this office party (Office of the Senior
Manager / OSM)
Checking of letter/DRF as to completeness of None 1 Hour Planning Officer
necessary details in order to properly process (Knowledge Resource
the request Unit)
Receive letter/email from If incomplete (e.g. unclear instructions, with None 1 Hour Planning Officer
this office questions for verification, etc.), the requesting (Knowledge Resource
party if informed Unit)
Receive letter/email from Checking if the requested information is None 1 Hour Planning Officer
this office available in PhilHealth website, if so, the (Knowledge Resource
requesting party will be informed and the link Unit)
will be provided.
Receive letter/email from If the requested information is not in the custody None 1 Hour Planning Officer
this office of the Corporation and any of its offices, if so, (Knowledge Resource
the requesting party shall be advised Unit)
accordingly.
Receive letter/email from If the requested information is the same as a None 1 Hour Planning Officer
this office previous request which was already granted or (Knowledge Resource
denied, if so, proper information shall be Unit)
provided to the requesting party to this effect.
Review and classify the request per internal None 1 Hour Planning Officer
guidelines (e.g. restricted, confidential, with (Knowledge Resource
248
 Personally-Identifiable Information/PII, etc.) Unit)

Identify the source of the requested information

(e.g. SharePoint/PhilHealth Corporate Dashboard
(PCD), Database)
Locate, retrieve, and/or extract the required
information
Properly document, record, and monitor the
request, including turn-around-time
If with Data Privacy Concerns, endorse the
request to the Data Protection Officer (DPO) for
evaluation.
If without any Data Privacy concerns, endorse
the request to concerned offices (e.g. Task Force
Informatics)
Concerned office (e.g. Task Force Informatics, None 1 Day Data Analyst
Sectors concerned) provides/extracts the data (Task Force Informatics
requested / Office concerned)
Provide proper information to requesting party if None 1 Hour Planning Officer
the request for information will require (Knowledge Resource
extension. These reasons may include but not Unit)
limited to examination of voluminous records,
the occurrence of fortuitous events, coincides
with voluminous requests, or other analogous
cases
Receive letter/email from Should this be the case, provide proper None 1 Hour Planning Officer
this office information to requesting party of the extension, (Knowledge Resource
explaining the reasons for such, for fifteen (15) Unit)
working days, but not exceed twenty (20)
working days unless in exceptional
circumstances warranting a longer period
249
Upon receipt of data from processing / None 1 Hour Planning Officer
extracting office (e.g. Task Force Informatics, (Knowledge Resource
Sectors concerned, etc.), this office further Unit)
formats the data to the specifications of the
requesting party (e.g. table formats, etc.)
Determine applicable fees based on pricing None 1 Hour Planning Officer
guidelines, if any: (Knowledge Resource
Unit)
(For Government agencies, Policy-makers, Local ***
government / sponsoring institutions,
prospective PhilHealth Project / Program
Donors/Sponsors and as directed by judicial
courts)
Readily available data published in the corporate None Planning Officer
websites like philhealth.gov.ph, Knowledge (Knowledge Resource
Management Portal, for public or external use Unit)
shall be free of charge.
For data that need to be customized in a manner Labor Cost (e.g. Planning Officer
or format that is not readily available, the man-hours): (Knowledge Resource
Corporation shall charge a fee covering minimal Php75.00 per Unit)
charges hour;
Computer Time
and Operating
Costs: Php10.00
per hour; and
Printing /
Duplication /
Reproduction
Costs: Php2.00
per page

250
Release of requests for databases (i.e. raw data) Php0.0375 per Planning Officer
shall be subject to approval of Management kilobyte plus the (Knowledge Resource
cost of CDs or Unit)
USB drives to be
used
(For Research Organizations / Researchers / ***
Students and Agencies with Jurisdiction over
institutions and individuals)

Published and readily available data/tables for Minimum Planning Officer

public or external use shall be charged Processing Fee (Knowledge Resource
(for 1-page Unit)
document print):
Php25.00;
Additional cost
per table / page
document print:
Php5.00
For data need to be customized in a manner or Labor Cost Planning Officer
format that is not readily available, the (per number of (Knowledge Resource
Corporation shall charge a fee covering minimal man-hours Unit)
incidental charges worked): Php
150.00 per hour;
Computer Time
and Operating
Costs: Php 20.00
per hour;
Printing /

251
 Duplication /
Reproduction
costs: Php 5.00
per page
Release of requests for databases (i.e. raw data) Php 0.075 per Planning Officer
shall be subject to approval of Management kilobyte plus the (Knowledge Resource
cost of CDs or Unit)
USB drives to be
used to be used.
(Urgent requests will be entertained but shall be (Rate: 10% more Planning Officer
subject to higher rate) than the (Knowledge Resource
computed cost Unit)
of the data
request)
(Grant or Deny of the Request for Information) None 1 Hour ***
If denied: Write a response letter to the None Planning Officer
requesting party informing them of the denial of (Knowledge Resource
the request. The letter should indicate the Unit)
grounds for denial and the circumstances on
which the denial was based on. Route for
appropriate approval If no notice was provided
within fifteen (15) working days since the
submission of the request, this would indicate
that the request was denied
Receives letter/billing from If granted: Inform or notify the requesting party; None 1 Hour Planning Officer
this office of total amount to including the amount of applicable fees, if any. (Knowledge Resource
be paid (if any) This should comply with internal rules and Unit)
procedures on payment of applicable fees.
Requesting party pays the Processes the payment None 1 Hour Cashier Staff
determined amount with the (Cashier Office)
Corporation's Cashier office.
252
Receives official receipt from Provides official receipt to requesting party None Cashier Staff
Cashier (Cashier Office)
Requesting party presents Receives copy of the official receipt as None 1 Hour Planning Officer
copy of official receipt to this confirmation (Knowledge Resource
office as proof of payment Unit)
Requesting party receives Sends the requested data None Planning Officer
the data requested. (Knowledge Resource
Unit)
TOTAL: (as applicable) 3 Days
Note/s: Processes indicated herein lifted from Corporate Order No. 2020-0053 and Freedom of Information Manual

253
2. PROCESSING OF EXTERNAL DATA REQUESTS (COMPLEX)
This process covers handling of external requests for records and data within the Corporation and ensure that all records/data releases by the
Corporation shall be in compliance with the mandates of the Universal Health Care Act of 2019 (RA 11223), Ease of Doing Business and
Efficient Government Service Delivery Act of 2018 (RA 11032), Freedom of Information Order (EO No. 2 s.2016), Data Privacy Act of 2012 (RA
10173), and the Department of Budget Management (DBM and Governance Commission for GOCCs' (GCG) Good Governance Requirements
(e.g. Transparency Seal).

Per EODB Act of 2018, transactions are classified into the following:
1. Simple transactions – requests that are readily available (e.g., Standard Reports) and shall be processed within three (3) working days;
2. Complex transactions – requests that need to be sourced from more than one office (e.g. data from multiple offices within the Corporation)
and requires packaging of data using prescribed template or format shall be processed within seven (7) working days; and
3. Highly technical transactions – requests that require technical analysis or cross-tabulations and database extractions (e.g. data for research)
shall be processed within twenty (20) working days.
Office: Corporate Planning Department (CorPlan)
Classification: Simple
Type of Transaction: G2G – Government to Government; G2C – Government to Citizen; G2B – Government to Business
Who May Avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Formal Letter or Accomplished Data Request Form / DRF (One original copy) PhilHealth Website
containing the following : (Note for ARTA Comm: Form for uploading: Annex C of
1. Date CO No.2020-0053)
2. Full Name
3. Office (if applicable; institution)
4. Description of Data Being Requested
5. Purpose of Request (e.g. use for data, etc.)
6. Reference Period of Data Being Requested
7. Data Needed
8. Format (e.g. table format, print-out, digital, etc.)
9. Other information that could help the concerned office that shall process the
data (e.g. script parameters, etc.)

254
 PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
Submit letter request or Receive letter/form from requesting party and forward None 1 Hour Administrative
accomplished Data to Knowledge Resource Unit Staff
Request Form (DRF) to (Office of the
the CorPlan Senior Manager /
OSM)
Receive Send acknowledgement receipt to requesting party None 1 Hour Administrative
acknowledgement receipt Staff
from this office (Office of the
Senior Manager /
OSM)
Checking of letter/DRF as to completeness of necessary None 1 Hour Planning Officer
details in order to properly process the request (Knowledge
Resource Unit)
Receive letter/email from If incomplete (e.g. unclear instructions, with questions None 1 Hour Planning Officer
this office for verification, etc.), the requesting party if informed (Knowledge
Resource Unit)
Receive letter/email from Checking if the requested information is available in None 1 Hour Planning Officer
this office PhilHealth website, if so, the requesting party will be (Knowledge
informed and the link will be provided. Resource Unit)
Receive letter/email from If the requested information is not in the custody of the None 1 Hour Planning Officer
this office Corporation and any of its offices, if so, the requesting (Knowledge
party shall be advised accordingly. Resource Unit)
Receive letter/email from If the requested information is the same as a previous None 1 Hour Planning Officer
this office request which was already granted or denied, if so, (Knowledge
proper information shall be provided to the requesting Resource Unit)
party to this effect.
Review and classify the request per internal guidelines None 1 Hour Planning Officer
(e.g. restricted, confidential, with Personally-Identifiable (Knowledge
255
 Information/PII, etc.) Resource Unit)
Identify the source of the requested information (e.g.
SharePoint/PhilHealth Corporate Dashboard (PCD),
Database)
Locate, retrieve, and/or extract the required information
Properly document, record, and monitor the request,
including turn-around-time
If with Data Privacy Concerns, endorse the request to the
Data Protection Officer (DPO) for evaluation.
If without any Data Privacy concerns, endorse the
request to concerned offices (e.g. Task Force
Informatics)
Concerned office (e.g. Task Force Informatics, Sectors None 1 to 5 Days Data Analyst
concerned) provides/extracts the data requested (Task Force
Informatics /
Office concerned)
Provide proper information to requesting party if the None 1 Hour Planning Officer
request for information will require extension. These (Knowledge
reasons may include but not limited to examination of Resource Unit)
voluminous records, the occurrence of fortuitous events,
coincides with voluminous requests, or other analogous
cases
Receive letter/email from Should this be the case, provide proper information to None 1 Hour Planning Officer
this office requesting party of the extension, explaining the reasons (Knowledge
for such, for fifteen (15) working days, but not exceed Resource Unit)
twenty (20) working days unless in exceptional
circumstances warranting a longer period
Upon receipt of data from processing / extracting office None 1 Hour Planning Officer
(e.g. Task Force Informatics, Sectors concerned, etc.), (Knowledge
this office further formats the data to the specifications Resource Unit)
of the requesting party (e.g. table formats, etc.)
256
Determine applicable fees based on pricing guidelines, if None 1 Hour Planning Officer
any: (Knowledge
Resource Unit)
(For Government agencies, Policy-makers, Local ***
government / sponsoring institutions, prospective
PhilHealth Project / Program Donors/Sponsors and as
directed by judicial courts)
Readily available data published in the corporate None Planning Officer
websites like philhealth.gov.ph, Knowledge Management (Knowledge
Portal, for public or external use shall be free of charge. Resource Unit)
For data that need to be customized in a manner or Labor Cost (e.g. man- Planning Officer
format that is not readily available, the Corporation shallhours): Php75.00 per (Knowledge
charge a fee covering minimal charges hour; Resource Unit)
Computer Time and
Operating Costs:
Php10.00 per hour;
and
Printing / Duplication /
Reproduction Costs:
Php2.00 per page
Release of requests for databases (i.e. raw data) shall be Php0.0375 per kilobyte Planning Officer
subject to approval of Management plus the cost of CDs or (Knowledge
USB drives to be used Resource Unit)
(For Research Organizations / Researchers / Students ***
and Agencies with Jurisdiction over institutions and
individuals)

Published and readily available data/tables for public or Minimum Processing Planning Officer
external use shall be charged Fee (Knowledge
257
 (for 1-page document Resource Unit)
print): Php25.00;
Additional cost per
table / page document
print: Php5.00
For data need to be customized in a manner or format Labor Cost Planning Officer
that is not readily available, the Corporation shall charge (per number of man- (Knowledge
a fee covering minimal incidental charges hours worked): Php Resource Unit)
150.00 per hour;
Computer Time and
Operating Costs: Php
20.00 per hour;
Printing / Duplication /
Reproduction costs:
Php 5.00 per page
Release of requests for databases (i.e. raw data) shall be Php 0.075 per kilobyte Planning Officer
subject to approval of Management plus the cost of CDs or (Knowledge
USB drives to be used Resource Unit)
to be used.
(Urgent requests will be entertained but shall be subject (Rate: 10% more than Planning Officer
to higher rate) the computed cost of (Knowledge
the data request) Resource Unit)
(Grant or Deny of the Request for Information) None 1 Hour ***
If denied: Write a response letter to the requesting party None Planning Officer
informing them of the denial of the request. The letter (Knowledge
should indicate the grounds for denial and the Resource Unit)
circumstances on which the denial was based on. Route
for appropriate approval If no notice was provided
within fifteen (15) working days since the submission of
the request, this would indicate that the request was
denied
258
Receives letter/billing If granted: Inform or notify the requesting party; None 1 Hour Planning Officer
from this office of total including the amount of applicable fees, if any. This (Knowledge
amount to be paid (if any) should comply with internal rules and procedures on Resource Unit)
payment of applicable fees.
Requesting party pays the Processes the payment None 1 Hour Cashier Staff
determined amount with (Cashier Office)
the Corporation's Cashier
office.
Receives official receipt Provides official receipt to requesting party None Cashier Staff
from Cashier (Cashier Office)
Requesting party Receives copy of the official receipt as confirmation None 1 Hour Planning Officer
presents copy of official (Knowledge
receipt to this office as Resource Unit)
proof of payment
Requesting party receives Sends the requested data None Planning Officer
the data requested. (Knowledge
Resource Unit)
TOTAL: (as applicable) 7 Days

Note/s: Processes indicated herein lifted from Corporate Order No. 2020-0053 and Freedom of Information Manual

259
3. PROCESSING OF EXTERNAL DATA REQUESTS (HIGHLY TECHNICAL)
This process covers handling of external requests for records and data within the Corporation and ensure that all records/data releases by
the Corporation shall be in compliance with the mandates of the Universal Health Care Act of 2019 (RA 11223), Ease of Doing Business and
Efficient Government Service Delivery Act of 2018 (RA 11032), Freedom of Information Order (EO No. 2 s.2016), Data Privacy Act of 2012 (RA
10173), and the Department of Budget Management (DBM and Governance Commission for GOCCs' (GCG) Good Governance Requirements
(e.g. Transparency Seal).

Per EODB Act of 2018, transactions are classified into the following:
1. Simple transactions – requests that are readily available (e.g., Standard Reports) and shall be processed within three (3) working days;
2. Complex transactions – requests that need to be sourced from more than one office (e.g. data from multiple offices within the
Corporation) and requires packaging of data using prescribed template or format shall be processed within seven (7) working days; and
3. Highly technical transactions – requests that require technical analysis or cross-tabulations and database extractions (e.g. data for
research) shall be processed within twenty (20) working days.
Office: Corporate Planning Department (CorPlan)
Classification: Simple
Type of Transaction: G2G – Government to Government; G2C – Government to Citizen; G2B – Government to Business
Who May Avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Formal Letter or Accomplished Data Request Form / DRF (One original copy) PhilHealth Website
containing the following : (Note for ARTA Comm: Form for uploading: Annex C of CO
1. Date No.2020-0053)
2. Full Name
3. Office (if applicable; institution)
4. Description of Data Being Requested
5. Purpose of Request (e.g. use for data, etc.)
6. Reference Period of Data Being Requested
7. Data Needed
8. Format (e.g. table format, print-out, digital, etc.)
9. Other information that could help the concerned office that shall process the
data (e.g. script parameters, etc.)

260
 PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
Submit letter request or Receive letter/form from requesting party and None 1 Hour Administrative
accomplished Data Request Form forward to Knowledge Resource Unit Staff
(DRF) to the CorPlan (Office of the
Receive acknowledgement receipt Send acknowledgement receipt to requesting None 1 Hour Senior
from this office party Manager /
OSM)
Checking of letter/DRF as to completeness of None 1 Hour Planning
necessary details in order to properly process Officer
the request (Knowledge
Receive letter/email from this If incomplete (e.g. unclear instructions, with None 1 Hour Resource
office questions for verification, etc.), the requesting Unit)
party if informed
Receive letter/email from this Checking if the requested information is None 1 Hour
office available in PhilHealth website, if so, the
requesting party will be informed and the link
will be provided.
Receive letter/email from this If the requested information is not in the None 1 Hour
office custody of the Corporation and any of its
offices, if so, the requesting party shall be
advised accordingly.
Receive letter/email from this If the requested information is the same as a None 1 Hour
office previous request which was already granted or
denied, if so, proper information shall be
provided to the requesting party to this effect.
Review and classify the request per internal None 1 Hour
guidelines (e.g. restricted, confidential, with
Personally-Identifiable Information/PII, etc.)

261
 Identify the source of the requested
information (e.g. SharePoint/PhilHealth
Corporate Dashboard (PCD), Database)
Locate, retrieve, and/or extract the required
information
Properly document, record, and monitor the
request, including turn-around-time
If with Data Privacy Concerns, endorse the
request to the Data Protection Officer (DPO)
for evaluation.
If without any Data Privacy concerns, endorse
the request to concerned offices (e.g. Task
Force Informatics)
Concerned office (e.g. Task Force Informatics, None 1 to 18 Days Data Analyst
Sectors concerned) provides/extracts the data (Task Force
requested Informatics /
Office
concerned)
Provide proper information to requesting None 1 Hour Planning
party if the request for information will require Officer
extension. These reasons may include but not (Knowledge
limited to examination of voluminous records, Resource
the occurrence of fortuitous events, coincides Unit)
with voluminous requests, or other analogous
cases
Receive letter/email from this Should this be the case, provide proper None 1 Hour Planning
office information to requesting party of the Officer
extension, explaining the reasons for such, for (Knowledge
fifteen (15) working days, but not exceed Resource
twenty (20) working days unless in exceptional Unit)
circumstances warranting a longer period
262
Upon receipt of data from processing / None 1 Hour Planning
extracting office (e.g. Task Force Informatics, Officer
Sectors concerned, etc.), this office further (Knowledge
formats the data to the specifications of the Resource
requesting party (e.g. table formats, etc.) Unit)
Determine applicable fees based on pricing None 1 Hour Planning
guidelines, if any: Officer
(Knowledge
Resource
Unit)
(For Government agencies, Policy-makers, ***
Local government / sponsoring institutions,
prospective PhilHealth Project / Program
Donors/Sponsors and as directed by judicial
courts)
Readily available data published in the None Planning
corporate websites like philhealth.gov.ph, Officer
Knowledge Management Portal, for public or (Knowledge
external use shall be free of charge. Resource
Unit)
For data that need to be customized in a Labor Cost (e.g. man-hours): Planning
manner or format that is not readily available, Php75.00 per hour; Officer
the Corporation shall charge a fee covering Computer Time and (Knowledge
minimal charges Operating Costs: Php10.00 Resource
per hour; and Unit)
Printing / Duplication /
Reproduction Costs:
Php2.00 per page
Release of requests for databases (i.e. raw Php0.0375 per kilobyte plus Planning
data) shall be subject to approval of the cost of CDs or USB Officer
Management drives to be used (Knowledge
263
 Resource
Unit)
(For Research Organizations / Researchers / ***
Students and Agencies with Jurisdiction over
institutions and individuals)
Published and readily available data/tables for Minimum Processing Fee Planning
public or external use shall be charged (for 1-page document Officer
print): Php25.00; Additional (Knowledge
cost per table / page Resource
document print: Php5.00 Unit)
For data need to be customized in a manner or Labor Cost Planning
format that is not readily available, the (per number of man-hours Officer
Corporation shall charge a fee covering worked): Php 150.00 per (Knowledge
minimal incidental charges hour; Resource
Computer Time and Unit)
Operating Costs: Php 20.00
per hour;
Printing / Duplication /
Reproduction costs: Php
5.00 per page
Release of requests for databases (i.e. raw Php 0.075 per kilobyte plus Planning
data) shall be subject to approval of the cost of CDs or USB Officer
Management drives to be used to be (Knowledge
used. Resource
Unit)
(Urgent requests will be entertained but shall (Rate: 10% more than the Planning
be subject to higher rate) computed cost of the data Officer
request) (Knowledge
Resource
Unit)
(Grant or Deny of the Request for Information) None 1 Hour ***
264
 If denied: Write a response letter to the None Planning
requesting party informing them of the denial Officer
of the request. The letter should indicate the (Knowledge
grounds for denial and the circumstances on Resource
which the denial was based on. Route for Unit)
appropriate approval If no notice was provided
within fifteen (15) working days since the
submission of the request, this would indicate
that the request was denied
Receives letter/billing from this If granted: Inform or notify the requesting None 1 Hour
office of total amount to be paid party; including the amount of applicable fees,
(if any) if any. This should comply with internal rules
and procedures on payment of applicable fees.
Requesting party pays the Processes the payment None 1 Hour Cashier Staff
determined amount with the (Cashier
Corporation's Cashier office. Office)
Receives official receipt from Provides official receipt to requesting party None
Cashier
Requesting party presents copy of Receives copy of the official receipt as None 1 Hour Planning
official receipt to this office as confirmation Officer
proof of payment (Knowledge
Requesting party receives the Sends the requested data None Resource
data requested. Unit)
TOTAL: (as applicable) 20 Days
Note/s: Processes indicated herein lifted from Corporate Order No. 2020-0053 and Freedom of Information Manual

265
4. PROCESSING OF FREEDOM OF INFORMATION (FOI) DATA REQUESTS (THROUGH EFOI PORTAL)
This process covers handling of external requests for records and data within the Corporation and ensure that all records/data releases by the
Corporation shall be in compliance with the mandates of the Universal Health Care Act of 2019 (RA 11223), Ease of Doing Business and
Efficient Government Service Delivery Act of 2018 (RA 11032), Freedom of Information Order (EO No. 2 s.2016), Data Privacy Act of 2012 (RA
10173), and the Department of Budget Management (DBM and Governance Commission for GOCCs' (GCG) Good Governance Requirements
(e.g. Transparency Seal).

Per EODB Act of 2018, transactions are classified into the following:
1. Simple transactions – requests that are readily available (e.g., Standard Reports);
2. Complex transactions – requests that need to be sourced from more than one office (e.g. data from multiple offices within the Corporation)
and requires packaging of data using prescribed template or format; and
3. Highly technical transactions – requests that require technical analysis or cross-tabulations and database extractions (e.g. data for
research).
Office: Corporate Action Center (CAC) / Corporate Planning Department (CorPlan)
Classification: Requests through eFOI Portal
Type of Transaction: G2G – Government to Government; G2C – Government to Citizen; G2B – Government to Business
Who May Avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Registration through the eFOI Portal containing the following information: Freedom of Information Website:
1. Date https://www.foi.gov.ph/
2. Full Name
3. Office/ Institution (if applicable)
4. Description of Data Being Requested
5. Purpose of Request (e.g. use for data, etc.)
6. Reference Period of Data Being Requested
7. Data Needed
8. Format (e.g. table format, print-out, digital, etc.)
9. Other information that could help the concerned office that shall process the data
(e.g. script parameters, etc.)
266
 PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
Submit data request via eFOI Portal Receive data request from requesting party via None Half Day Corporate
eFOI Portal (4Hours) Action Center
(CAC)
Receive acknowledgement receipt Send acknowledgement receipt to requesting None Designated
from this office party FOI Officer
Checking of completeness of necessary details in None
order to properly process the request

Receive letter/email from this If incomplete inform the requesting party (e.g. None
office unclear instructions, with questions for
verification, etc.)

Receive letter/email from this Checking if the requested information is available None
office in PhilHealth website, if so, the requesting party
will be informed and the link will be provided.
Receive letter/email from this If the requested information is not in the custody None
office of the Corporation and any of its offices, if so,
the requesting party shall be advised accordingly.
Receive letter/email from this If the requested information is the same as a None
office previous request which was already granted or
denied, if so, proper information shall be
provided to the requesting party to this effect.
Review and classify the request per internal None 1 Day Designated
guidelines (e.g. restricted, confidential, with FOI Decision
Personally-Identifiable Information/PII, etc.) Maker
(Knowledge
267
If denied: Write a response letter to the Resource
requesting party informing them of the denial of Unit)
the request. The letter should indicate the
grounds for denial and the circumstances on
which the denial was based on. Route for
appropriate approval If no notice was provided
within fifteen (15) working days since the
submission of the request, this would indicate
that the request was denied
Identify the source of the requested information
(e.g. Task Force Informatics)
Locate, retrieve, and/or extract the required
information
Properly document, record, and monitor the
request, including turn-around-time
If with Data Privacy Concerns, endorse the
request to the Data Protection Officer (DPO) for
evaluation.
If without any Data Privacy concerns, endorse
the request to concerned offices (e.g. Task Force
Informatics)
Concerned office (e.g. Task Force Informatics, None 1 to 12 Planning
Sectors concerned) extracts the data requested Working Officer
Days (Knowledge
Resource
Unit)

268
 Provide proper information to requesting party if None Half Day Planning
the request for information will require (4Hours) Officer
extension. These reasons may include but not (Knowledge
limited to examination of voluminous records, Resource
the occurrence of fortuitous events, coincides Unit)
with voluminous requests, or other analogous
cases
Receive letter/email from this Should this be the case, provide proper None
office information to requesting party of the extension,
explaining the reasons for such, for fifteen (15)
working days, but not exceed twenty (20)
working days unless in exceptional circumstances
warranting a longer period
Upon receipt of data from processing / extracting None
office (e.g. Task Force Informatics, Sectors
concerned, etc.), this office further formats the
data to the specifications of the requesting party
(e.g. table formats, etc.)
Determine applicable fees based on pricing None
guidelines, if any:
(For Government agencies, Policy-makers, Local ***
government / sponsoring institutions,
prospective PhilHealth Project / Program
Donors/Sponsors and as directed by judicial
courts)
Readily available data published in the corporate None Planning
websites like philhealth.gov.ph, Knowledge Officer
Management Portal, for public or external use (Knowledge
shall be free of charge. Resource
Concerned office (e.g. Task Force Informatics, Unit)
Sectors concerned) extracts the data requested
269
For data that need to be customized in a manner Labor Cost (e.g. man- Half Day (4
or format that is not readily available, the hours): Php75.00 per Hours)
Corporation shall charge a fee covering minimal hour;
charges Computer Time and
Operating Costs:
Php10.00 per hour; and
Printing / Duplication /
Reproduction Costs:
Php2.00 per page
Release of requests for databases (i.e. raw data) Php0.0375 per kilobyte
shall be subject to approval of Management plus the cost of CDs or
USB drives to be used
(For Research Organizations / Researchers / ***
Students and Agencies with Jurisdiction over
institutions and individuals)
Published and readily available data/tables for Minimum Processing Fee Planning
public or external use shall be charged (for 1-page document Officer
print): Php25.00; (Knowledge
Additional cost per table / Resource
page document print: Unit)
Php5.00

270
 For data need to be customized in a manner or Labor Cost
format that is not readily available, the (per number of man-
Corporation shall charge a fee covering minimal hours worked): Php
incidental charges 150.00 per hour;
Computer Time and
Operating Costs: Php
20.00 per hour;
Printing / Duplication /
Reproduction costs: Php
5.00 per page

Release of requests for databases (i.e. raw data) Php 0.075 per kilobyte
shall be subject to approval of Management plus the cost of CDs or
USB drives to be used to
be used.
(Urgent requests will be entertained but shall be (Rate: 10% more than the
subject to higher rate) computed cost of the data
request)
(Grant or Deny of the Request for Information) None ***
If denied: Write a response letter to the None Half Day (4 Planning
requesting party informing them of the denial of Hours) Officer
the request. The letter should indicate the (Knowledge
grounds for denial and the circumstances on Resource
which the denial was based on. Route for Unit)
appropriate approval If no notice was provided
within fifteen (15) working days since the
submission of the request, this would indicate
that the request was denied
Receives letter/billing from this If granted: Inform or notify the requesting party; None
office of total amount to be paid (if including the amount of applicable fees, if any.
any) This should comply with internal rules and
271
 procedures on payment of applicable fees.
Requesting party pays the Processes the payment None Cashier Staff
determined amount with the (Cashier
Corporation's Cashier office. Office)
Receives official receipt from Provides official receipt to requesting party None Cashier Staff
Cashier (Cashier
Office)
Requesting party presents copy of Receives copy of the official receipt as None Designated
official receipt to this office as confirmation FOI Decision
proof of payment Maker
(Knowledge
Requesting party receives the data Sends the requested data via eFOI Portal None
Resource
requested.
Unit)
TOTAL: (as applicable) 15 Days
Note/s: Processes indicated herein lifted from Corporate Order No. 2020-0053 and Freedom of Information Manual

272
 J. Office of the President (OP)

II. Office of the Corporate Secretary (CorSec)

273
1. ISSUANCE OF MINUTES OF MEETINGS
This is issued to the requesting party on a per request basis, subject to the provisions of Corporate Order No. 2020-0053, Data Privacy Act of
2012 and its IRR.
Office: Office of the Corporate Secretary
Classification: Complex
Type of Transaction: G2G (external)
Who May Avail: Congress, PACC, DOJ, NBI, Judicial and other Quasi-judicial Bodies/tribunals
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter Request stating the specific topic and purpose of requested document or Congress, PACC, DOJ, NBI, Judicial and other Quasi-judicial
Subpoena duces tecum ( 1 original copy) Bodies/Tribunals
FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID
Submit the Letter Request stating 1. Validate the appropriateness of the None 1 day Division Chief
topic and purpose of requested request Clerk of Board
document or Subpoena duces tecum
to the Office of the Corporate
Secretary
2.Recommend the Approval of release of 2 days Corporate Secretary
document
3.Approve the release of document 3 days Chairperson of the
Board
4. Photocopy the document 1 day Records Custodian

5.Release the requested document

TOTAL: 7 days

274
2. ISSUANCE OF PHILHEALTH BOARD RESOLUTIONS (PBRS)
This is issued to the requesting party on a per request basis, subject to the provisions of Corporate Order No. 2020-0053, Data Privacy Act of
2012 and its IRR.
Office: Office of the Corporate Secretary
Classification: Complex
Type of Transaction: G2G (external)
Who May Avail: Congress, PACC, DOJ, NBI, Judicial and other Quasi-judicial tribunal/bodies
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter request stating the specific topic and purpose of requested document Congress, PACC, DOJ, NBI, Judicial and other Quasi-judicial
(1 original copy) or Subpoena duces tecum bodies/ tribunals
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
Submit the Letter stating the topic and 1. Validate the appropriateness of the None 1 day Division Chief Clerk of
purpose of requested document or request Board
the Subpoena duces tecum to the
Office of the Corporate Secretary
2. Recommend the approval of the 2 days Corporate Secretary
request
3.Approve the release of the 3 days Chairperson of the Board
document
4.Photocopy the document 1 day Records Custodian
5.Release the requested document
TOTAL: 7 days

275
 J. Office of the President (OP)

III. Office of the President and CEO (OPCEO)

276
1. MANAGEMENT OF DOCUMENTS - EXTERNAL
This covers the receipts of incoming documents from External clients
Office: Office of the President and CEO
Classification: Simple
Type of Transaction: G2G - Other Government Agencies, G2C - Government to Public
Who May Avail: All

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None None
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Admin staff/Messenger of other Government 1.1 Check the nature and document None 3 minutes Receiving Officer , Office
or Private Entities Offices submits documents completeness of the President
1.2 Stamp received the transmittal, file None 1 minute Receiving Officer , Office
copy and return to the admin staff of the President
1.3 Encode in the documents tracking none 5 minutes Receiving Officer , Office
of the President
1.4 Assign reference number, None 5 minutes Receiving Officer , Office
segregates and forward for scanning of the President
1.5 Scan documents and forward to None 15 minutes Admin Staff, Office of
concerned Executive Assistant for the President
review

TOTAL: 29 minutes

277
 J. Office of the President (OP)

IV. Secretariat for the Bids and Awards Committee (SBAC)

278
1. BAC SECRETARIAT SERVICES
Securing Bid Documents
Office: Secretariat for the Bids and Awards Committees
Classification: Simple
Type of Transaction: G2B, G2G
Who May Avail: Interested Bidders

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Filled-up Order of Payment form (2 original copy) BAC Secretariat

2. Bidding Documents (1 set photocopy with original markings and bidding Section, SBAC
document number)
CLIENT STEPS FEES TO BE PERSON
AGENCY ACTION PROCESSING TIME
(Internal/External) PAID RESPONSIBLE
1. Supplier inspect Bid Documents Issues Order of Payment form for None 30 mins. BAC Secretariat
(photocopy with original SBAC markings for filling-up of supplier
bidding document number)
Signs the Order of Payment Form

None 30 mins. Head, SBAC

(provided there is no
interruption in internet
connectivity)
2. Supplier signifies intention to participate Issues Order of Payment form for None 5 mins BAC Secretariat
in the procurement opportunity and fills-up filling-up of supplier
order of payment form (original copy)
Signs the Order of Payment Form
None 5 mins Head, SBAC
3. Supplier pays Bid Document Fees (original Accepts payment of Bid Document Bid Documents 5 mins Cashier’s Office
copy of order of payment) Fees Fee / Unit
(Based on ABC
279
 range)
4. Supplier submits proof of payment Releases Bid Documents None 5 mins. BAC Secretariat
(original copy of Official Receipt)
List supplier as prospective bidder
for the procurement project None 5 mins. BAC Secretariat

Validate if prospective bidder is

included in the Document Request
List at PhilGEPS, if not add name of None 5 mins BAC Secretariat
bidder
TOTAL: None 90 mins

280
2. PROCUREMENT SERVICES
Local Shopping
Office: Secretariat for the Bids and Awards Committees
Classification: Simple
Type of Transaction: G2B, G2G
Who May Avail: Interested Bonafide Bidders/Suppliers

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Properly Filled-up Purchase Request with supporting documents 1. Purchase Request (PR) from End-user
(3 original copy of the approved Purchase Request)

2. APR Preparation for PS-DBM Transaction

(3 original copies) 2. Consolidated Purchase Request (PR) from PRID-PSMD

3. Local Shopping Transaction if items are not available at PSDBM

(3 original copies) 3. Purchase Request (PR) from End-user
CLIENT STEPS PERSON
AGENCY ACTION FEES TO BE PAID PROCESSING TIME
(Internal/External) RESPONSIBLE
1. Submission of properly filled- Evaluation of Purchase Request None 30 mins. Buyer/Canvasser
up PR with supporting
documents from End-user Posting of opportunities at PhilGEPS and
Corporate Websites 30 mins. Buyer/Canvasser
(provided there is no
Preparation of APR for PSDBM and RFQ for interruption in internet
Local Shopping connectivity)
281
 Buyer/Canvasser
30 mins.
2. Indorsement of APR to Checking & Pick-up of Supplies Signed DV 8 Hours Buyer/Canvasser
PSDBM
Evaluation of received RFQ or Quotation None 5 mins Buyer/Canvasser
Supplier signifies intention to
participate in the procurement AOC, PO and JO Preparation
opportunity and fills-up RFQ or
submits Quotation Signs the prepared AOC, PO and JO 15 mins Buyer/Canvasser
(original copy)

5 mins Buyer/Canvasser
Section Head,
SBAC Head
3.Supplier signs/ accepts PO/JO Indorsement of signed PO/JO to PRID- None 30 mins. PRID-PSMD
(3 original copy) PSMD Personnel

End-user
Personnel

Buyer/Canvasser
TOTAL: 10 hours and 30 mins

282
K. Office of the Area Vice Presidents (OAVP)
Area I, II, III and IV

283
1. PROCESSING OF LETTER OF REQUESTS/QUERIES/ISSUES/CONCERNS SENT BY INTERNAL AND EXTERNAL CLIENTS
The Office of the Area Vice-President shall facilitate the processing of letter of requests, queries, issues and concerns of external clients .
Office/Division: Office of the Area Vice Presidents (Areas I, II, III & IV)
Classification: Simple
Type of Transaction: G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Local Health Insurance Office Heads and Local Health
Who may avail: Insurance Office Information Officer-designate
CHECKLIST OF REQUIREMENT WHERE TO SECURE
Central Office Sectors/Departments/Other
Letter of Request/Memoranda/Instructions/Routing Slips (1 Original/Scanned Copy) Stakeholders
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION BE PAID TIME PERSON RESPONSIBLE
1. Forward 1.1 Receive memo/instructions/routing slip from offices None Clerk III,
Memo/Instructions/Routing Slip concerned communicating their concerns thru private Office of the Area Vice
to Area Office concerned mail/email/personal delivery Presidents
1.2 Print and write control number at the bottom of the None
1 Day
documents and logs it
1.3 Review communication and proposes course of action None Executive Assistant III,
or completed staff work before forwarding the document Office of the Area Vice
to the AVP Presidents
2. Receive reply memo from 2.1 If concern can be resolved within AVP's authority, Area None Chief Social Insurance
Area Office/PRO Office staff prepares reply within 2 days Officer/Executive
2.2 For issues needing the intervention of the PROs, the None Assistant/Senior Social
2 Days
Area Office transmits the scanned documents via email to Insurance Officer
the PRO concerned and the PRO shall then prepare reply
within 2 days upon receipt.
3. Mark as "closed" in 3.1 Mark as "closed" in incoming logbook/e-logbook None Clerk III,
incoming/outgoing logbook/e- Office of the Area Vice
logbook Presidents
Total: None 3 days

284
 L. PhilHealth Regional Offices (PRO)
(CAR, I, II, III, IV, V, VI, VII, VIII, XI, X, XI XII, CARAGA & BARMM)

I. Health Care Delivery Management Division

285
1. FILING OF CLAIMS
External Service that is responsible for the processing and payment of benefit claims; Pay all good claims submitted by HCIs and individual
members and their dependents for their in-patient health services provided to all PhilHealth members
Office: Branch Offices
Classification: Simple
Type of Transaction: G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who May Avail: HCPs (doctors & facilities), OFW, member beneficiaries and their dependents
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For HCIs:
Claim Summary Form (CSF) - 1 scanned copy
Statement of Account (SOA) - 1 scanned copy
Claim Form 3 (CF3), Maternity Related as may be applicable - 1 scanned copy
Claim Form 4 (CF4) - 1 scanned copy
Other required documents depending on the illness (1 scanned copy)
Clinical Chart , Laboratories, X-Ray
Claim Summary Form (CSF for COVID Testing) Health Care Institution's (HCIs)/Health Care
For members filing directly: Providers (HCPs)
Claim Form 1/Claim Form 2 (CF1/CF2) - 1 original copy - PhilHealth Accredited
Original Receipt (OR) - 1 original copy)
Complete hospital records - 1 original copy
Statement of Account (SOA) - 1 original copy
Waiver - 1 Original copy

286
 CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
For HCIs: Submission of 1.1 Received the claims through the Certified Service
claims ( E-Claims) Providers
*Claims may be filed within
60 days from the date of
confinement of the patient

HCI submits E-Claims through

Certified Service Providers None 1 Hour Claims Assignor
TOTAL: None 5 Minutes
For members Filing Directly : 1.1 Direct client/s to the appropriate front line
*Claims may be filed within service.
60 days from the date of Provide the priority number to client/s.
confinement of the patient
* Claims Confinement Abroad
may be filed with 180 days
from the date of confinement

1. Secure information
and/or queuing number at
the Public Assistance Desk or
if applicable, Special Lane
Section for PWDs/ pregnant Public Assistance
women and Senior Citizens 1 Minute Staff
2. When priority number is
called, proceed to Frontline
Service Counter and submit 30 minutes
claims together with the 2.1 Receive and screen claims as to the correct number for every 100
transmittal list and names of claimants against transmittal list. None Claims Receiving Clerk

287
3. Affix initials to copy of
transmittal list, if with 3. Stamp “received” on the transmittal list if there are
correction. no deficiencies in the transmittal and total number of
claim; if there is/are name/s listed but no claims
attached, cross-out name/s in the list and have the
transmittal list initialed by the hospital
representative/health care provider.

5. Return received copy of transmittal list to hospital

representative/health care provider and advise client
4.Receive copy of that processing of claims will be done within the 60-day
acknowledged transmittal list period
TOTAL: None 31 Minutes

288
2. PROCESSING OF FILED BENEFIT CLAIMS OF HEALTH CARE INSTITUTIONS (HCIS)
The Benefits Administration Section of the regional office shall pay all good claims submitted by HCIs and individual members and their
dependents for their in-patient health services provided to all PhilHealth members
Office/Division: Health Care Delivery Management Division - Benefits Administration Section
Classification: Highly Technical
Type of Transaction: G2G - Government to Government ; G2B - Government to Business; G2C - Government to Citizen
Who May Avail: Health Care Institutions
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. For HCIs: CSF (1 scanned copy) Health Care Institutions (HCIs)
2. SOA (1 scanned copy) Health Care Institutions (HCIs)
3. CF4 (1 scanned copy) Health Care Institutions (HCIs)
4. Other required documents depending on the illness
Health Care Institutions (HCIs)
(1 scanned copy)
5. For members filing directly: CSF (1 original copy) Health Care Institutions (HCIs)
or (1 original copy) Health Care Institutions (HCIs)
Complete hospital records (1 original copy) Health Care Institutions (HCIs)
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. For Health Care
Institutions (HCIs): 1.1 Receive the documents None 1 day Claims Assignor
Submission of claims
1.2 Assess Claim None 1 day Claims Assignor
None 1.3 Medical Prepayment Review None 5 days Medical Evaluator

Claims Processing
None 1.4 Assign eClaims/Post MPR None 5 days
Chief/Designated

None 1.5 Adjudication of Claims None 10 days Adjudicator

289
 1.6 Payment Approval/Generate Benefits Disbursement
None None 5 days Claims Processor
Vouchers
Budget
1.7 Certify budget and Funds available/account codes
None None 5 days Officer/Accounting
proper
Chief
None 1.8 Payment Generation (ACPS) None 5 days Cashier
(If paid)
None 1.9 Generate and prepare voucher if paid None Voucher processor
7 days
(If
1.10 If for return to hospital, review and prepare
None None RTH/Denied) Adjudicator
transmittal for mailing
13 days
None 1.11 Crediting to PhilHealth Servicing Bank None 3 days Cashier
TOTAL: None 60 days
2. For members filing
directly: Submission of 1.1 Receive the documents None 1 day Receiving clerk
Claims
None 1.2 Assess Claim None 1 day Claims Assignor
None 1.3 Medical Prepayment Review None 5 days Medical Evaluator
Claims Processing
None 1.4 Assign eClaims/Post MPR None 5 days
Chief/Designated
None 1.5 Adjudication of Claims None 10 days Adjudicator
1.6 Payment Approval/Generate Benefits Disbursement
None None 5 days Claims Processor
Vouchers
(If paid) 7
None 1.7 Generate and prepare voucher if paid None Voucher processor
days

290
 Budget
1.8 Certify budget and Funds available/account codes
None None 8 days Officer/Accounting
proper
Chief
(If
1.9 If for return to member, review and prepare
None None RTH/Denied) Adjudicator
transmittal for mailing
12 days

None 1.10 Prepare Check under Member's Name None 3 days Cashier

None 1.11 Mail/Send Check to Member None 3 days Cashier

TOTAL: None 60days

291
Internal Services

A. Actuarial Services and Risk Management

Sector (ASRMS)

I. Corporate Information Security Department

(InfoSec)

292
1. INFORMATION SECURITY INCIDENT MANAGEMENT (SIMPLE)

Concerns the handling of incidents reported

Office/Division Corporate Information Security Department (InfoSec)
Classification Simple
Type of Transaction G2G - Government to Government
Who may avail: Employees who experienced or discovered an information security incident
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Incident report (IR) form (including proofs or pieces of evidence) (1 Original Attached as Annex A to Office Order No. 0086-2015
and Digital Copy Accepted)
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING PERSON RESPONSIBLE
PAID TIME
1. The employee /initiator properly 1. Receive the incident None 5 minutes Information Systems Analyst
accomplishes the IR Form report II, InfoSec
2. Attach pertinent documents to support 2. Update the incidents None 5 minutes
the report register
3. Submit the report to InfoSec (walk-in, 3. Review the incident report None 1 hour
email, direct message) and classify
4. Expect a notification from the InfoSec 4. Address the incident None
Operations Division
TOTAL None 3 hours, 10
mins

293
2. INFORMATION SECURITY INCIDENT MANAGEMENT (COMPLEX)

Concerns the handling of incidents reported

Office/Division Corporate Information Security Department (InfoSec)

Classification Complex
Type of Transaction G2G - Government to Government
Who may avail: Employees who experienced or discovered an information security incident
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Incident report (IR) form (including proofs or pieces of evidence) (1 Original and Attached as Annex A to Office Order No. 0086-2015
Digital Copy Accepted)
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1.The employee/ initiator properly eceive the incident report None 5 minutes Information Systems
accomplishes the IR Form pdate the incidents register None 5 minutes Analyst II, InfoSec
a. Attach pertinent documents to 1.3 Review the incident report and None 1 hour Information Technology
support the report classify Officer III, InfoSec
b. Submit the report to InfoSec 1.4 Set meeting and convene, officers, None 1 day
(walk-in, email, direct message) and employees involved in the incident
1.5 Facilitate the resolution of the None 2 days
incident
1.6 Document the incidents as well as None 4 hours
the agreements
2. Expect a notification from the 2.1. Close the incident None 5 minutes
InfoSec Operations Division 2.2 Monitor the agreements. None
2.3 Perform assessment if warranted. None 5 minutes
Total None 3 days, 5 hours,
15 mins

294
3. INFORMATION SECURITY INCIDENT MANAGEMENT (HIGHLY TECHNICAL)

Concerns the handling of incidents reported

Office/Division Corporate Information Security Department (InfoSec)
Classification Highly Technical
Type of Transaction G2G - Government to Government
Who may avail: Employees who experienced or discovered an information security incident
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Incident report (IR) form (including proofs or pieces of evidence) (1 Original and Attached as Annex A to Office Order No. 0086-2015
Digital Copy Accepted)
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1.The employee/ initiator properly eceive the incident report None 5 minutes Information Systems
accomplishes the IR Form pdate the incidents register None 5 minutes Analyst II, InfoSec
a. Attach pertinent documents to 1.3 Review the incident report and None 1 hour Information Technology
support the report classify Officer III, InfoSec
b. Submit the report to InfoSec 1.4 Set meeting and convene, officers, None 2 days
(walk-in, email, direct message) and employees involved in the incident
1.5 Facilitate the resolution of the None 5 days
incident
1.6 Document the incidents as well as None 1 day
the agreements
2. Expect a notification from the 2.1. Close the incident None 5 minutes
InfoSec Operations Division 2.2 Monitor the agreements. None 5 minutes
2.3 Perform assessment if warranted. None
Total None 8 days, 1 hour,
15 mins

295
4. INFORMATION SECURITY POLICY AND PROTOCOLS DEVELOPMENT

Concerns with managing information security across the PhilHealth Organization through corporate policy development. It basically covers
the formulation of security measures and controls based on the results of the identified and assessed risks, and assessed security incidents.
Office/Division Corporate Information Security Department (InfoSec)
Classification Highly Technical
Type of Transaction G2G - Government to Government
Who may avail: Business Process Units (BPUs), which require secure corporate information systems (people, process and
technology).

The BPUs in consultation and coordination with Corporate Information Security Department identify and
assess information security risks.

The Corporate Information Security Department, both as a BPU and as a responsible office for information
security identify and assess information security risks
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Anyone of the following: Reported through Risk Information Management
Risk information sheet (RIS) (1 Original Copy); System (RIMS)/For manual copy, RIS Form is an
attachment of PhilHealth-SOP-01-02-002
Feedback through email/Report from Information Security Awareness Officer (1 No prescribed form
Original copy)
Assessed Information Security Incident Report (1 Original Copy); or Received and assessed incident report by Security
Operations Division (OpSec) of Corporate Information
Security Department
Audit Findings and Recommendations Referred by Internal Audit Group and Referred by Internal Audit Group and COA
(Internal Audit Group/COA) (1 Original Copy)
CLIENT STEPS AGENCY ACTION FEES PROCESSING TIME PERSON
TO BE RESPONSIBLE
PAID
1. Identify information sessed received: None 1/2 day Information
security risk/ information ; Systems Anayst

296
security issue/ concern and edback through email/Report from Information II, InfoSec
report through any of the Security Awareness Officer; Information
following: sessed Information Security Incident Report; or Systems Analyst
a. RIS or RIMS; udit Findings and Recommendations (Internal III, InfoSec
b. Feedback through Audit Group/COA)
email/Report from Information Develop information security controls and None 17 1/2 days (Initial/Final
Security Awareness Officer; measures (Guidelines, Policy and Standard Review of Concerned
c. Assessed Information Operating Procedure) in accordance with Offices/Approval and
Security Incident Report; or PhilHealth-SOP-01-01-001 (Policy Formulation Signature of Sector Heads)
d. Audit Findings and Process) and Office Order 0060, series of 2015
Information
Recommendations (Internal SOP (Creation, Revision and Use of Standard
Systems Anayst
Audit Group/COA) Operating Procedure)
II, InfoSec
Information
Systems Analyst
III, InfoSec

297
3. Communicate information security controls 1 day Information
and measures through Outlook and SETA Systems Anayst
(Guidelines, Policy and Standard Operating II, InfoSec
Procedure Information
Systems Analyst
III, InfoSec
Information
Technology
Officer III,
InfoSec
Senior Manager,
InfoSec

Total None 20 days

298
5. MONITORING OF INFORMATION SECURITY POLICY AND PROTOCOLS

Concerns with overseeing the implementation of security controls and measures, together with other Corporate units tasked to monitor and
enforce them.

Office/Division Corporate Information Security Department (InfoSec)

Classification Highly Technical
Type of Transaction G2G - Government to Government
Who may avail: Business Process Units (BPUs), which require secure corporate information systems (people, process and
technology).

The BPUs in consultation and coordination with Corporate Information Security Department identify and assess
information security risks.

The Corporate Information Security Department, both as a BPU and as a responsible office for information
security identify and assess information security risks
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Anyone of the following: Reported through Risk Information Management
Risk information sheet (RIS) (1 Original Copy); System (RIMS)/For manual copy, RIS Form is an
attachment of PhilHealth-SOP-01-02-002
Feedback through email/Report from Information Security Awareness Officer (1 No prescribed form
Original copy)
Assessed Information Security Incident Report (1 Original Copy); or Received and assessed incident report by Security
Operations Division (OpSec) of Corporate Information
Security Department
Audit Findings and Recommendations Referred by Internal Audit Group and (Internal Referred by Internal Audit Group and COA
Audit Group/COA) (1 Original Copy)
CLIENT STEPS AGENCY ACTION FEES PROCESSING TIME PERSON
TO BE RESPONSIBLE
PAID
1. Implement onitor policy compliance through the following avenues: None 1/2 day Information
information security curity Education, Training and Awareness (SETA) activity Systems Analyst
299
controls and measures: gathers feedback on policy implementation; II, InfoSec
a. RIS or RIMS; ident assessment results and self-assessment; Information
b. Feedback through nternal Audit Group’s audit findings with its Systems Analyst
email/Report from recommendations relating to Information Security and III, InfoSec
Information Security Data Privacy;
Awareness Officer; udit Findings and Recommendations (Internal Audit
c. Assessed Information Group/COA)
Security Incident Report; Reassess information security risks and their None 1 day
or corresponding controls and measures (Guidelines,
d. Audit Findings and Policy and Standard Operating Procedure)
Recommendations
(Internal Audit
Group/COA)

Information
Systems Analyst
II, InfoSec
Information
Systems Analyst
III, InfoSec

300
3. Revises the corresponding controls and measures None 18days (Initial/Final Information
(Guidelines, Policy and Standard Operating Review of Concerned Systems Analyst
Procedures)based on the results of the reassessment Offices/Approval and II, InfoSec
and in accordance with PhilHealth-SOP-01-01-001 Signature of Sector Information
(Policy Formulation Process) and Office Order 0060, Heads Systems Analyst
series of 2015 (Creation, Revision and Use of Standard III, InfoSec
Operating Procedure) Information
Technology
Officer III,
InfoSec
Senior Manager,
InfoSec

Total None 20 days

301
6. SAFEKEEPING TAPE VAULT STORAGE

Concerns the tape vault storage, safekeeping of back-up tape

Office/Division Corporate Information Security Department (InfoSec)

Classification Highly Technical
Type of Transaction G2G - Government to Government
Who may avail: Information Technology Management Department
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Consolidated Vault Inventory List (2 Original Copies) Information Technology Management Department /
Information Management Sector

Vault access request/ endorsement of back-up tape for storage (2 Original Copies) Information Technology Management Department /
Information Management Sector

Approved withdrawal of tapes request (2 Original Copies) Information Technology Management Department /
Information Management Sector

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE
1. Document/Label Back-up tapes. ceive, encodes and prepares Vault Inventory List None 5 minutes Clerk III, InfoSec
based on Endorsement Letter from ITMD. Information Systems
2. Prepare consolidated list of 2. Validates the endorsed inventories. Checks None 5 minutes Analyst III, InfoSec
inventories/back-up tapes for the completeness and documentation of the
transport and storage. endorsed inventories/back-up tapes.

3. Prepare memorandum to 3. Receives back-up tapes based on Vault None 5 minutes

Department Manager CISD. Inventory List.

302
4. Signs and completes signatories of Vault None 5 minutes
Inventory List by ITMD Representative and
Guard on duty

5. Coordinates with codes custodian and None 5 minutes

physical key custodian.
6. Deposit/Store back-up tapes None 5 minutes

Total None 30 minutes

303
7. RETRIEVAL TAPE VAULT STORAGE

Concerns the tape vault storage retrieval of back-up tapes

Office/Division Corporate Information Security Department (InfoSec)

Classification Simple
Type of Transaction G2G - Government to Government
Who may avail: Information Technology Management Department
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Consolidated Vault Inventory List (2 Original Copies) Information Technology Management Department /
Information Management Sector

Vault access request/ endorsement of back-up tape for storage (2 Original Information Technology Management Department /
Copies) Information Management Sector

Approved withdrawal of tapes request (2 Original Copies) Information Technology Management Department /
Information Management Sector

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE

BE PAID TIME
1. Prepare letter request / back-up ceive and log all letter request. None 5 minutes Clerk III, InfoSec
tape retrieval. Information Systems
Analyst III, InfoSec
2. Endorse approved letter request 2. Identify back-up tapes for retrieval. None 5 minutes
to CISD
3. Update Vault Inventory List None 5 minutes
4. Coordinates with codes custodian None 5 minutes
and physical key custodian.
5. Retrieve back-up tapes. None 5 minutes

Total None 25 minutes

304
 A. Actuarial Services and Risk Management
Sector (ASRMS)

II. Project Management Team for Risk Management (PMT-

RM)

305
1. ISSUANCE OF RISK ASSEMESMENT CERTIFICATION (RAC) FOR NEW AND AMMENDED PROGRAMS, PROJECTS AND POLICIESIssuance of
Risk

As part of Completed Staff Work (CSW) requirements, the Risk Assessment Certification is issued to ensure the risk management process is
carried out and applied by the proponent in the course of developing new and amended programs, projects, and policies.
Office/Division Project Management Team for Risk Management (PMT-RM)
Classification Complex
Type of Transaction G2G- Government to Government
Who may avail: All PhilHealth Offices (Proponent)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Draft program, project, or policy (1 photocopy) Proponent Office
Risk Self-Assessment Questionnaire (1 original) Proponent Office
Risk Information Sheet (RIS) (1 photocopy) Proponent Office
Risk Registry (1 photocopy) Proponent Office
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1. Submit required documents 1.1. Receive required documents and check None 30 minutes Clerk/ Administration
for initial assessment and for completeness Services Assistant C (ASA C),
verification PMT-RM
1.2. Record documents in logbook None
1.3. Endorse documents to technical staff of None
PMT-RM
1.4 Check documents contents for None 4 Days Project Development
completeness Officer III, PMT-RM
1.5 Review, evaluate and validate submitted None
documents
1.6 Sign Risk Self-Assessment Questionnaire None
(RSAQ)
1.7 Prepare certification None
1.8 Review documents and sign the Risk Self- None
306
 Assessment Questionnaire (RSAQ) and Risk
Assessment Certification (RAC)
2. Receive signed RSAQ and 2.1. Record the RAC Reference No. None 30 minutes Senior Manager, PMT-RM
RAC
2.2. Release signed RSAQ and RAC None 15 minutes Clerk/ Administration
Services Assistant C (ASA C),
PMT-RM
TOTAL None 4 Days, 1 Hour
and 15 Minutes

307
 B. Corporate Affairs Group

I. Corporate Communication Department

308
1. COMMUNICATIONS DEVELOPMENT- WEBSITE AND SOCIAL MEDIA MANAGEMENT
Requests for uploading and/or updating of materials in the PhilHealth Corporate Website and official social media accounts
Office: Corporate Communication Department
Classification: Simple
Type of Transaction: G2G-Government to Government
Who may avail: Senior Management, Program Offices, Regional Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Proponent office (HFPS/ Accreditation/ MMG/
Memo request from requesting proponent office and softcopy of materials Treasury); Other Offices (CorPlan/ CorSec/
PROs/IT); Website visitors/ social media followers
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Requests for uploading of issuances, 1.1 Evaluation of request; coordination with Within 1
announcements, promotions through client for needed details / documents Hour
the website and/or social media 1.2 Preparation or review of content;
accounts (together with the soft copy of 2 Hours
forward to CADT for execution (if needed)
data/material for uploading)
Social Media
1.3 Request clearance of proposed material None Project Team
10 Minutes
(if with layout)
2. Review and approve output 2.1 Request ITMD for web uploading/post
10 Minutes
material in social media
2.2 Monitoring of feedback; providing
10 Minutes
feedback to requesting office
3 Hours and
TOTAL: None
30 Minutes
*Does not include TAT of CADT and ITMD

309
2. COMMUNICATIONS MANAGEMENT - ADVERTISING UNIT
Requests for newspaper publication
Office: Corporate Communication Department
Classification: Simple
Type of Transaction: G2G- Government to Government
Who may avail: Program Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Duly accomplished Request for Publication Form CorComm
2. Soft copy of matrials to be published Program office/s
3. Approved layout Program office/s
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE

1. Submit duly accomplished Request for

Publication Form (including Tamang
Receive and process submitted documents 10 Minutes Program office/s
Sagot and powerpoint presentation for
Circulars)
None
2. Provide soft copy of matrials to be
Refer to CADT for layout 10 Minutes Program office/s
published

3. Review/approval of layout Booking/placement of policies/issuances 30 Minutes Advertising Unit

TOTAL: None 50 Minutes

310
3. COMMUNICATIONS MANAGEMENT

Request for review/ comment/editing of documents sent with DRAR (Document Review and Approval Request) form

Office: Corporate Communication Department

Classification: Simple
Type of Transaction: G2G- Government to Government
Who may avail: Program Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Documents for review with DRAR Program Offices
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1.1 Receive (stamp, inclusive of encoding in Senior Manager
1. Routes DRAR to Corcomm the DTS, if hardcopy; acknowledge if via 10 minutes / Admin
email) the request Designate
Admin
1.2 Forward request for first pass 10 minutes
Designate
None
1.3 Review, edit, proofread document; and
1-2 hours Technical staff
submit to the Senior Manager

1.4 Sign off reviewed document in DRAR 30 mins Senior Manager

Admin
1.5 Route back to Proponent Office 30 mins
Designate
3 hrs and 20
TOTAL: None
mins.

311
 B. Corporate Affairs Group

II. Corporate Marketing Department

312
1. REQUEST FOR EXISTING MARKETING MATERIALS
Request made by any internal office for available corporate giveaways, information materials and other marketing collaterals that may be used in
their respective marketing/information dissemination activities.
Office: Corporate Marketing Department (CorMar)
Classification: Simple
Type of Transaction: G2G – Government to Government
Who may avail: All Offices in the Head Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Properly accomplished Request Form and Monitoring for Information CorMar Office
Materials/Corporate Giveaways/Promotional Items (See CM 2017-0119)
Corporate Personnel Order (CPO) or Notice of Meeting

CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE

PAID
1. Submit properly 1. Receive request. None 1 day Critical Support Team
accomplished request form to
the CorMar Office together with
copy of CPO or Notice of
Meeting
None 2. Check inventory of materials. None
a. If available Proceed to No. 3
b. If not available, recommend
other available materials.
2. Wait for the call from the 3. Approve request. None 4 Hours SM- CorMAr
CorMar Office regarding
request.

None 4. Prepare requested materials. None 4 Hours Critical Support Team

313
3. Receive requested materials 5. Release requested materials to None
from CorMar. proponent office/end-user
4. Answer the CorMar 6. Request proponent office/end-user None
Satisfaction Survey. to answer the CorMar Satisfaction
Survey and submit the Monitoring 4 Hours
Form per CM 2017-0019.
5. Submit accomplished 7. Receive accomplished survey form None
Satisfaction Survey to CorMar from end-user.
together with copy of
Attendance Sheet
6. Submit the Monitoring Form 8. Receive Monitoring Form from end- 7 days
to CorMar user.
Total None 9 days and 4 hours

314
2. REQUEST FOR PROCUREMENT OF APPROVED CORPORATE GIVEAWAYS, PROMOTIONAL ITEMS, EVENT MATERIAL (I.E. TARPAULIN
BANNER, INVITATIONS)
Request made by any internal office for the procurement of corporate giveaways, information materials and other marketing collaterals that
may be used in their respective marketing/information dissemination activities.

Office: Corporate Marketing Department (CorMar)

Classification: Highly Technical
Type of Transaction: G2G – Government to Government
Who may avail: Proponent Offices/end-user in the Head Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Request letter Proponent Office

2. Technical Specifications
3. Three (3) quotations from suppliers
4. Abstract of Canvass
5. Approved Budget for the Contract
6. Purchase Request
7. Other documents as may be required
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit request 1. Receive request. None 3 Days Critical Support Team
letter to CorMar.

2. Evaluate request SM-CorMar; Critical Support

a. Approved: Proceed to No. 3 Team

315
 b. Disapproved: Inform proponent office
regarding disapproval of request through
formal communication.

None 3. Prepare procurement documents and 17 Days Critical Support Team

route for signing and approval

None 4. Endorse documents to the Secretariat

for Bids and Awards Committee for
procurement
5. Inform proponent office of status of
request.
TOTAL: None 20 Days

316
3. REQUEST FOR CLEARANCE OF CORPORATE GIVEAWAYS/PROMOTIONAL ITEMS/EVENT MATERIALS DEVELOPED BY OTHER OFFICES
ESPECIALLY PROS
Request made by any internal office for the clearance/approval of marketing collaterals they have produced in which the PhilHealth corporate
signature, other branding standards, and any information on PhilHealth products/services, are applied.
Office: Corporate Marketing Department (CorMar)
Classification: Complex
Type of Transaction: G2G – Government to Government
Who may avail: All offices/department in PhilHealth

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Proposal letter containing the concept/design of the proposed corporate

Requesting office
giveaways/item by other office.

FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID

1. Receive request. Critical Support Team

1. Submit request letter to 2. Evaluate request for clearance of None 1 day Brand Management and
CorMar. design/concept as to adherence to the
Marketing Collateral
provisions of Corporate Identity Manual; May
also refer to existing standards and policies on
Development Team
giveaways/materials (BMMCDT)

317
 3. Seek feedback from the Creative Arts and
Design Team (CADT) of the Office of the
None Vice President-Corporate Affairs Group 4 Hours BMMCDT, CADT
regarding the design of the proposed
giveaway/item

4. Seek approval/clearance of SM-CorMar BMMCDT, SM-CorMar

None 3 Days
and VP-CAG and VP-CAG

2. Receive memo from 5. Endorse to proponent office the

CorMar. recommendation regarding their request.
Critical Support Team
3. Answer the CorMar 6. Request proponent office/end-user to
Satisfaction Survey answer the CorMar Satisfaction Survey 4 Hours

4. Submit accomplished
7. Receive accomplished survey form from
Satisfaction Survey to Critical Support Team
end-user.
CorMar.

TOTAL: None 5 days

318
4. REQUEST FROM OTHER PHILHEALTH OFFICES FOR CUSTOMIZED MATERIALS
Request made by any internal office for the clearance/approval of marketing collaterals they have produced which followed basic branding
standards but have been customized according to their needs/target audiences/local requirements.
Office: Corporate Marketing Department (CorMar)
Classification: Complex
Type of Transaction: G2G – Government to Government
Who may avail: All offices/department in PhilHealth

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Duly signed request letter Proponent Office

FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID
Critical Support Team;
Brand Management and
1. Submit request letter to 1. Receive request.
None 4 Hours Marketing Collateral
CorMar. 2. Evaluate the request.
Development Team
(BMMCDT)

3. Endorse request to the Creative Arts and

Design Team (CADT) of the Office of the
None 1 Hour BMMCDT and CADT
Vice President-Corporate Affairs Group
(OVP-CAG) for layout

4. Seek approval/clearance of SM-CorMar BMMCDT, SM-CorMar

None 3 Days
and VP-CAG and VP-CAG

319
2. Receive memo from 5. Endorse to proponent office the
CorMar. recommendation regarding their request.
Critical Support Team
3. Answer the CorMar 6. Request proponent office/end-user to
4 hours
Satisfaction Survey answer the CorMar Satisfaction Survey

4. Submit accomplished
7. Receive accomplished survey form from
Satisfaction Survey to Critical Support Team
end-user.
CorMar.
TOTAL: None 4 Days and 1 Hour

320
5. REQUEST FOR DEVELOPMENT OF AUDIO-VIDEO PRESENTATION (AVP) INCLUDING PROCUREMENT

Request made by any internal office for the development and production of a corporate video that may be used in its marketing
activity/event or information dissemination activities.

Office: Corporate Marketing Department (CorMar)

Classification: Highly Technical

Type of Transaction: G2G- Government to Government

Who may avail: Proponent Offices/end-user in the Head Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Properly Accomplished CAG-JRF (See CO 2016-0101)

2. Technical Specifications
3. Three (3) quotations from suppliers
4. Matrix of Canvass
5. Approved Budget for the Contract CorMar Department
6. Purchase Request
7. Other documents as may be required
8. Permit
9. Endorsement Memo
FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit request letter to
1. Receive request. None 1 day Critical SupportTeam
CorMar.

321
 Brand Management and
2. Coordinate with proponent office/end- Marketing Collateral
user Development Team
(BMMCDT)

3. Draft video script in close coordination

4 days BMMCDT
with proponent office
4. Forward draft script to SM-CorMar for
approval
a. Approved: Proceed to Procurement 1 day SM-CorMar and BMMCDT
b. For revision: Revise draft script then
proceed to Procurement

7. Prepare procurement documents and

None Critical Support Team
route for signing and approval
14 days
8. Endorse documents to the Secretariat
Critical Support Team and
None for Bids and Awards Committee (SBAC) for
SBAC
procurement
TOTAL None 20 days

322
6. REQUEST FOR DEVELOPMENT OF PRINT INFORMATION MATERIAL INCLUDING PROCUREMENT

Request made by any internal office for the development and production of an information material that may be used in its marketing
activity/event or information dissemination activities.

Office: Corporate Marketing Department (CorMar)

Classification: Highly Technical

Type of Transaction: G2G- Government to Government

Who May Avail: Proponent Offices/end-user in the Head Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Properly accomplished CAG-JRF (See CO No. 2016-0101) CorMar Department

2. Approved circular Proponent Office

3. Mock of print information material

4. Request letter

5. Technical Specifications

6. Approved layout of print information material

7. Three (3) quotations from suppliers

8. Matrix of Canvass

9. Approved Budget for the Contract

323
10. Purchase Request

11. Other documents as may be requested

12. Endorsement Memo

13. Distribution List

FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID

1. Submit properly
accomplished CAG-JRF to 1. Receive request. Critical Support Team
CorMar.

1 day
Brand Management and
2. Coordinate with proponent office/end- Marketing Collateral
user Development Team
(BMMCDT)
None
3. Draft content of print information
None material in close coordination with 2 days BMMCDT
proponent office

4. Forward draft content to SM-CorMar,

SM-CorComm and end-user for approval
None 2 days SM-CorMar and BMMCDT

a. Approved:

324
 Proceed to No. 5

b. For revision:

Revise draft content then proceed to No. 5

5. Request Creative Arts and Design Team

None 3 Days BMMCDT
(CADT) for design studies

6. Present design studies to SM-CorMar for

None SM CorMar and BMMCDT
approval
1 day
None 7. Conduct copy-testing (if applicable) BMMCDT

8. Incorporate feedback and

None recommendations of copy testing result 1 Day BMMCDT and CADT
(revised layout included)

BMMCDT, Critical
None 9. Seek approval of material from VP-CAG 2 days
Support Team

10. Prepare procurement documents and

None 8 Days Critical Support Team
route for signing and approval

325
 11. Endorse documents to the Secretariat
None for Bids and Awards Committee (SBAC) for Critical Support Team
procurement

TOTAL: None 20 days

326
7. REQUEST FOR MARKETING CAMPAIGN/PLAN FOR A SPECIFIC BENEFIT OR SERVICE

Request made by any internal office for the development of a marketing plan/campaign on a benefit or product.

Office: Corporate Marketing Department (CorMar)

Classification: Highly Technical

Type of Transaction: G2G- Government to Government

Who may avail: Proponent Offices/end-user in the Head Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Request Memo
Proponent office

FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Receive request. Critical Support Team
Brand Management and
5 hours Marketing Collateral
2. Evaluate request
Development Team
(BMMCDT)
1. Submit request memo to
None
CorMar. 3. Gather necessary information (including
2 days BMMCDT
consultation with requesting office)

4. Draft Marketing Campaign/Plan

alongside meetings/consultations with 7 days BMMCDT
other concerned offices
327
 5. Seek approval of Campaign/Plan from
None 2 days SM-CorMar
VP-CAG

None 6. Prepare endorsement memo 1 hour BMMCDT

2. Receive plan/material 7. Endorse approved Marketing

from CorMar through a Campaign/Plan to end-user and other
formal memo. concerned offices
BMMCDT, Critical
Support Team
3. Answer the CorMar 8. Request proponent office/end-user to
4 hours
Satisfaction Survey. answer the CorMar Satisfaction Survey

4. Submit accomplished
9. Receive accomplished survey form from
Satisfaction Survey to Critical SupportTeam
end-user.
CorMar.

TOTAL: None 12 days and 2 hours

328
8. REQUEST FOR EVENT ASSISTANCE (INCLUDES SELECTION OF VENUE, VENUE SET-UP, INVITATION, PROGRAM, AND OTHER EVENT
REQUIREMENTS) INCLUDING PROCUREMENT
Request made by any internal office for assistance in the preparation for a corporate event or marketing activity
Office: Corporate Marketing Department (CorMar)
Classification: G2G- Government to Government
Type of Transaction: Complex
Who May Avail: Proponent Offices/end-user in the Head Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Properly accomplished CAG-EARF (See CO 2016-0101)
2. Approved Corporate Order/ Circular Corporate Marketing Department

FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID
1. Submit request for event
1. Receive request. Critical Support Team
assistance to CorMar
(includes selection of
3 Days
venue, venue set-up, Events Management
invitation, program and 2. Coordinate with proponent office
Team
other event requirements)
None Events Management
None 3. Facilitate event requirements 16 days and 4 hours
Team
2. Answer the CorMar 4. Request proponent office/end-user to Events Management ,
Satisfaction Survey. answer the CorMar Satisfaction Survey. Critical Support Team
3. Submit accomplished 4 hours
5. Receive accomplished survey form from
Satisfaction Survey to Critical Support Team
end-user.
CorMar.
TOTAL: None 20 days

329
9. ENDORSEMENT TO PROPONENT/END-USER OF REQUESTED INFORMATION MATERIAL/CORPORATE GIVEAWAY/PROMOTIONAL ITEM/
EVENT MATERIAL

Turn-over of material to proponent/end-user that was requested for development and procurement

Office: Corporate Marketing Department (CorMar)

Classification: G2G- Government to Government

Type of Transaction: Simple

Who May Avail: Proponent Offices/end-user in the Head Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

CorMar Satisfaction Survey Form Cormar

FEES TO BE
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
PAID

1. Receive the delivered and inspected

None 1 Day Critical Support Team
materials from PRID
None
1. Receive procured
2. Endorse the requested materials to the
materials from CorMar 2 Days Critical Support Team
proponent office

330
2. Answer the CorMar 3. Request proponent office/end-user to
Satisfaction Survey answer the CorMar Satisfaction Survey.

3. Submit accomplished
4. Receive accomplished survey form from
Satisfaction Survey to Critical Support Team
end-user.
CorMar.

TOTAL: None 3 Days

331
E. Information Management Sector (IMS)
I. IPPSD

332
1. PREPARATION OF INITIAL DRAFT OF ICT POLICY/STANDARD OPERATING PROCEDURE (SOP)
Crafting of new ICT policy/SOP or revision of approved ICT policy/SOP
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: All Officers of PhilHealth and Members of Audit Body

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Not
None Applicable
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. TOP Level Management/ 1.1 Receives and logs the directives in the receiving None 10 Minutes Clerk III
CIO / Audit Body / Division logbook IPPSD
Chief provides directive to 1.2 Endorse the directives to the concerned team None 5 Minutes Clerk III
draft an ICT policy/SOP IPPSD
1,3 Conducts research on the subject matter None 5 Days CMT II, ITO I
IPPSD
1.4 Consult with Subject Matter Experts (SME) and seek None 10 Days CMT II
inputs from them IPPSD
1.5 Consolidates input from SME None 1 Day CMT II
IPPSD
1.6 Prepares the draft ICT policy/SOP based on the None 3 Days CMT II
research and inputs from SME IPPSD
1.7 Endorse the initial draft to supervisor for review None 15 Minutes CMT II
IPPSD
19 Days and 30
TOTAL:
Minutes

333
2. REVIEW OF ICT POLICY/STANDARD OPERATING PROCEDURE (SOP) (INITIAL DRAFT)

Review of initial draft ICT policy/sop by next higher supervisor

Office: IPPSD
Classification: Complex
Type of Transaction: G2G- Government to Government
Who May Avail: All Employees and Officers of PhilHealth
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Client submits initial draft 1.1 Receives and log the document in the receiving logbook None 10 Minutes Clerk III
of the policy/SOP for review IPPSD
1.2 Endorse the draft policy to the concerned team None 5 Minutes Clerk III
IPPSD
1.3 Review of the initial draft None 3 Days
1.4 Return the initial draft with comments/instructions to policy/SOP None 15 Minutes ITO I
author IPPSD
1.5 Apply revisions/comments from next higher supervisor, if any None 2 Days CMT II
IPPSD
5 Days and
TOTAL: None
30 Minuets

334
3. SENDING OUT OF ICT POLICY/STANDARD OPERATING PROCEDURE (SOP) FOR REVIEW
Sends out of the initial draft of policy/SOP to the concerned offices for review

Office: IPPSD
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All Employees and Officers of PhilHealth
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Client submits final draft of 1.1 Receives and log the document in the receiving logbook None 10 Minutes
the policy/SOP 1.2 Endorse the final draft of the policy/SOP to the concerned None 5 Minutes Clerk III
team IPPSD
1.3 Draft the email message or cover memo for the concerned None 1 Day CMT II
staff/officers to request for review of the draft. IPPSD
1.4 Send the email with the draft ICT policy/SOP to the None 15 Minuets Clerk III
concerned staff/officers IPPSD
1.5 Monitor the status of the draft ICT policy/SOP None 15 Minuets Clerk III
IPPSD
1 Day and 45
TOTAL: None
Minutes

335
4. FINALIZATION AND APPROVAL OF POLICY/SOP
Finalize and sends out the draft ICT policy/SOP for approval of concerned offices
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: All Employees and Officers of PhilHealth
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
1. Client submits comments on the draft 1.1 Receives and log the document in the receiving logbook None 10 Minutes Clerk III
policy/SOP IPPSD
1.2 Endorse the notice to the concerned team None 5 Minutes Clerk III
IPPSD
1.3 Revise the draft ICT Policy/SOP based on the consolidated None 15 Days CMT II
comments from concerned offices IPPSD
1.4 Prepares and attach the Summary of Comments None 4 Hours CMT II
IPPSD
1.5 Prepares and attach the Meeting Summary None 4 Hours CMT II
IPPSD
1.6 Attach the Policy Checklist None 15 Minutes CMT II
IPPSD
1.7 Review and Finalize all the documents required for the None 3 Days ITO I
approval of the policy/SOP including the DRAR IPPSD
1.7 Endorse finalized ICT policy/SOP to concerned offices for None 15 Minutes Clerk III
document approval IPPSD
1.8 Monitor the status of the ICT policy/SOP None 15 Minuets Clerk III
IPPSD
19 Days and
TOTAL:
1 Hour

336
5. CONDUCT RISK ASSESSMENT
Conduct Risk Assessment on the proposed Information and Communications Technology (ICT) policies/SOP

Office: IPPSD
Classification: Complex
Type of Transaction: G2G - Government to Government
Who May Avail: All Employees and Officers of PhilHealth

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None Not Applicable

FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Client issues a notice for the 1.1 Receives and log the document in the receiving logbook None 10 Minutes Clerk III
preparation of Risk Assessment IPPSD
1.2 Endorse the notice to the concerned team None 5 Minutes Clerk III
IPPSD
1,3 Perform risk analysis using the Risk Assessment forms None 3 Days CMT II
IPPSD
1.4 Accomplish the Risk Assessment forms None 1 Day CMT II
IPPSD
1.5 Print the draft ICT policy and accomplished Risk Assessment None 15 Minutes CMT II
Forms and endorse to supervisor for approval IPPSD
1.6 Finalize the Risk Assessment Forms and endorse to RM Point None 1 Day ITO I
Person and CIO for signature IPPSD
1.7 Return the signed Risk Assessment forms to IPPSD None 1 Day Clerk III
Office of the CIO
1.8 Route the accomplished Risk Assessment forms to Risk None 15 Minutes Clerk III
Management Department for issuance of Risk Assessment IPPSD
Certification (RAC)
1.9 Monitor the status of the documents. None 15 Minutes Clerk III
IPPSD
TOTAL: 6 days and 1 Hour
337
6. ASSESSMENT OF STANDARDS ON CORPORATE ISSUANCE
Assess the compliance to corporate issuance standards (for ICT policies only)

Office: IPPSD
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All Employees and Officers of PhilHealth
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Client submits drafted 1.1 Receives and log the document in the receiving logbook NONE 10 Minutes Clerk III
policy IPPSD
1.2 Endorse the notice to the concerned team NONE 5 Minutes Clerk III
IPPSD
1.3 Assess the compliance of the draft to corporate issuance NONE 2 Days and 4 CMT II
standards using the Policy Review Checklist. Hours IPPSD
1.4 Print and endorse the Policy Review Checklist with the draft ICT NONE 15 Minuets CMT II
policy/SOP to the IPPSD Div. Chief for signature. IPPSD
1.5 Route the draft ICT policy/SOP with the cover memo to the NONE 15 Minuets Clerk III
concerned staff/officers IPPSD
1.6 Monitor the status of the draft ICT policy/SOP NONE 15 Minuets Clerk III
IPPSD
2 Days and 5
TOTAL:
Hours

338
7. CONDUCT POLICY/SOP REVIEW-OTHER OFFICES
Conducts review of policy/SOP requested by other offices

Office: IPPSD
Classification: Complex
Type of Transaction: G2G - Government to Government
Who May Avail: All Employees and Officers of PhilHealth

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. One (1) Original Copy of Properly accomplished Policy Review Request form and/or memorandum Senior Manager and/or Division Chief of
requesting for inputs/comments concerned offices
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Clients submits request for review of 1.1 Receives and log the document in the receiving logbook None 10 Minutes Clerk III
policy/SOP IPPSD
1.2 Endorse the notice to the concerned team None 5 Minutes Clerk III
IPPSD
1.3 Performs the review and provide inputs on the policy/SOP None 3 Days CMT II
IPPSD
1.4 Endorse the inputs/comments to supervisor for review None 15 Minutes CMT II
and finalization IPPSD
1.5 Review the initial comment and place additional None 2 Days ITO I
comments (if any). IPPSD
1.6 Finalize and prepare a memorandum containing the None 1 Day ITO I
inputs/comments IPPSD
1.7 Sends out the memorandum to supervisor for signature None 15 Minutes ITO I
IPPSD
1.8 Route the memorandum to the concerned office. None 15 Minutes Clerk III
IPPSD
6 days and 1
TOTAL:
Hour

339
8. ICT TOR / TECH SPECS REVIEW
Review of Terms of Reference (TOR) / Technical Specifications (Tech Specs) for the Procurement of Information and Communications Technology (ICT)
Resources

Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Offices and departments within PhilHealth with ICT-related procurement (Internal Clients)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

One (1) Original Copy of Draft TOR / (Prepared by Internal Client/s)

Tech Specs (including its Annexes, if
applicable) approved by the head of
office/department requesting the
TOR/Tech Specs review
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Client endorses the draft TOR/Tech 1.1 Receives and logs the document in the receiving None 5 minutes Clerk III
Specs to the receiving clerk logbook IPPSD

1.2 Endorses the draft TOR/Tech Specs for review to None 5 minutes Clerk III
assigned personnel IPPSD

1.3 Reviews the draft TOR/Tech Specs and prepares the None 14 days ITO I
TOR/Tech Specs Evaluation Checklist IPPSD
1.4 Endorses to the IPPSD-Div. Chief the reviewed None 10 minutes ITO I
TOR/Tech Specs for issuance of TOR / Tech Specs Checklist IPPSD
clearance
340
 1.5 Reviews the TOR/Tech Specs Evaluation Checklist and None 5 days Division Chief IV
approves the TOR/Tech Specs Evaluation clearance / IPPSD
recommendation
1.6 Endorses to the Clerk the TOR/Tech Specs for None 10 minutes Division Chief IV
endorsement of the TOR / Tech Specs Checklist clearance / IPPSD
recommendation to client
1.7 Records the documents in the outgoing logbook, None 20 minutes Clerk III
endorses it to the Client for receiving, and secures the IPPSD
receiving copies for hard copy and digital file.
None 19 Days and
TOTAL:
50 minutes

341
9. PREPARATION OF IT PREVENTIVE MAINTENANCE (ITPM) ANALYTICAL REPORT
Consolidation of IT PM Reports and Preparation of Analytical Report on ITPM
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government

Who May Avail: Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector (IMS),
IT Management Department, PhilHealth Regional Office - IT Management Section (PRO ITMS)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Electronic Copy of IT Preventive Maintenance Reports using the prescribed PRO ITMS, ITMD
template
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. PRO ITMS and ITMD submits 1.1 Receives, checks if information provided are None 5 days Social Insurance Officer I
the ITPM reports to the IPPSD complete and compliant to the prescribed template, IPPSD
via email and logs the document in the ITPM Report Monitoring

1.2 Prepares the consolidated and analytical report on None 7 days Social Insurance Officer I
the ITPM reports received IPPSD
1.3 Endorses to Supervisor the draft ITPM Analytical None 10 minutes Social Insurance Officer I
Report, consolidated reports/references, cover IPPSD
memorandum
1.4 Reviews the ITPM Analytical Report and its cover None 5 days ITO I IPPSD
memorandum
1.5 Endorses to the IPPSD-Div. Chief the reviewed None 10 minutes ITO I IPPSD
ITPM Analytical Report and its cover memorandum for
review and approval
1.6 Reviews and approves the ITPM Analytical Report None 2 days Division Chief IV

342
and its cover memorandum IPPSD
1.7 Endorses to the Clerk the approved ITPM Analytical None 10 minutes Division Chief IV
Report and its cover memorandum for routing IPPSD
1.8 Records the approved ITPM Analytical Report and None 20 minutes Clerk III
cover memorandum in the outgoing logbook, endorses IPPSD
it to the OCIO for receiving, and secures the receiving
copies for hard copy and digital file.
19 days and
TOTAL:
50 minutes

343
10. PREPARATION OF ANALYTICAL REPORT ON THE IMS CLIENT SATISFACTION FEEDBACK
Consolidation of the Information Management Sector's Client Satisfaction Feedback Forms (ICSFFs) and preparation of Analytical Report

Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government

Who May Avail: Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector
(IMS) and IMS offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy or Electronic Copy of Completely filled-out ICSFFs IMS Offices, ICSFF Google Form site
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. IMS offices submits the 1.1 Receives, checks if information provided are None 2 days Clerk III /
received hard copy ICSFFs to the complete, and logs the ICSFF received Social Insurance Officer I
IPPSD; or Client fills out the IPPSD
ICSFFs thru the ICSFF Google 1.2 Consolidates the ICSFFs and prepares the analytical None 5 days Social Insurance Officer I
Form link report and cover memorandum on the ICSFF reports IPPSD
received
1.3 Endorses to Supervisor the draft ICSFF Analytical None 10 minutes Social Insurance Officer I
Report, consolidated reports, cover memorandum IPPSD
1.4 Reviews the ICSFF Analytical Report and its cover None 2 days ITO I
memorandum IPPSD
1.5 Endorses to the IPPSD-Div. Chief the reviewed ICSFF None 10 minutes ITO I
Analytical Report and its cover memorandum for review IPPSD
and approval
1.6 Reviews and approves the ITPM Analytical Report None 1 day Division Chief IV
and its cover memorandum IPPSD
1.7 Endorses to the Clerk the approved ICSFF Analytical None 10 minutes Division Chief IV

344
Report and its cover memorandum for routing IPPSD
1.8 Records the approved ICSFF Analytical Report and None 20 minutes Clerk III
its cover memorandum in the outgoing logbook, IPPSD
endorses it to the OCIO and IMS offices for receiving,
and secures the receiving copies for hard copy and
digital file.
10 days and
TOTAL:
50 minutes

345
11. IT PROCUREMENT CLEARANCE
Issuance of procurement clearance on IT-related procurement

Office: IPPSD
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Clients

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

One (1) Original Copy of Request for IT Procurement Clearance (Memorandum or E-mail to be prepared by the
Client)
FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
1. Client submits a request for IT 1.1 Receives, checks if information / supporting None 30 minutes Clerk III /
Procurement Clearance documents provided are complete, and logs the Social Insurance
received request Officer I
IPPSD
1.2 Prepares the IT Procurement Clearance None 0.5 day Social Insurance
1.3 Endorses to Supervisor the draft IT None 10 minutes Officer I
Procurement Clearance and supporting documents IPPSD
1.4 Reviews the draft IT Procurement Clearance None 0.5 day ITO I
IPPSD
1.5 Endorses to the IPPSD-Div. Chief the reviewed None 10 minutes ITO I
IT Procurement Clearance for review and approval IPPSD
1.6 Reviews and approves the IT Procurement None 30 minutes Division Chief IV
Clearance IPPSD
1.7 Endorses to the Clerk the approved IT None 10 minutes Division Chief IV
Procurement Clearance for routing to ITMD, OCIO IPPSD
and the concerned requesting office/department
346
1.8 Records the approved IT Procurement None 1 hour Clerk III
Clearance and supporting documents in the IPPSD
outgoing logbook, endorses it to the ITMD, OCIO,
and requesting office/dept. for receiving, and
secures the receiving copies for hard copy and
digital file.
TOTAL: 1 day and 2.5 hours

347
12. ARRANGEMENT OF ISSP DEVELOPMENT MEETING / FORUM / WORKSHOP
Arrangement of meetings / forum / workshops pertaining to development / validation / updating of the Information Systems Strategic Plan (ISSP)
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G
Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector (IMS)
Who May Avail:

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None Not Applicable

FEES
PROCESSING
CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE
TIME
PAID
1. SVP-CIO directs the IPPSD to 1.1 IT Planning Team arranges ISSP-related meeting / None 10 days Clerk III /
organize meeting / forum / forum / workshop in coordination with the IPPSD IT Social Insurance Officer I
workshop necessary for the ISSP Budget team; checks availability of participants, prepares IPPSD
development / validation / Notice of Meeting / draft Corporate Personnel Order, and
updating coordinates with resource speakers and participants
1.2 Prepares and/or sends out materials needed for the None 5 days Division Chief IV,
ISSP-related meeting / forum / workshop and coordinates ITO I
with concerned units when necessary IPPSD

TOTAL: 15 days

348
13. CONDUCT OF MEETING, FORUM, OR WORKSHOP ON ISSP DEVELOPMENT, VALIDATION OR UPDATING
Conduct of meeting / forum / workshops pertaining to development / validation / updating of the Information Systems Strategic Plan (ISSP)

Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES
PROCESSING
CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE
TIME
PAID
1. SVP-CIO directs the IPPSD to 1.1 Conducts ISSP-related meeting / forum / 5 days*
organize meeting / forum / workshop in coordination with the IPPSD IT Budget Division Chief IV,
(*depends on
workshop necessary for the team together with IMS offices, PRO IT, and None ITO I
Notice of
ISSP development / validation / concerned offices IPPSD
Meeting / CPO)
updating 1.2 Prepares the minutes of ISSP-related meeting /
Social Insurance Officer I
forum / workshop held and endorses to Supervisor None 5 days
IPPSD
for review
1.4 Reviews the minutes of ISSP-related meeting /
forum / workshop held and endorses to Div. Chief None ITO I
3 days
for review and approval IPPSD

1.5 Reviews the minutes of ISSP-related meeting /

forum / workshop held and provides instruction to Division Chief IV
None 2 days
IT Planning team on actions required IPPSD

TOTAL: 15 days

349
14. MEMORANDUM AND MATERIALS PREPARATION FOR ISSP-RELATED DATA/INFORMATION GATHERING
Preparation of memorandum and applicable template/s pertaining to any data/information gathering requirements for the Information Systems Strategic
Plan (ISSP)
Office: IPPSD
Classification: Complex
Type of Transaction: G2G - Government to Government
Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector (IMS)
Who May Avail:

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None Not Applicable

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. SVP-CIO directs the IPPSD to gather 1.1 Prepares the applicable template /s to None 2 days Social Insurance Officer I /
data/information necessary for the ISSP be submitted by the concerned office / ITO I
development / validation / updating dept. IPPSD

1.2 Prepares corporate memorandum on None 4 hours Social Insurance Officer I /

the submission of data/ information for ITO I
the ISSP together with the applicable IPPSD
template/s and endorses them to
Supervisor for review
1.2 Reviews the memorandum together None 3 days ITO I
with the templates and endorses it to the IPPSD
IPPSD Div. Chief for approval
1.3 Reviews and approves the draft None 1 day Division Chief IV
corporate memorandum and templates IPPSD
and endorses it to the Clerk for routing
1.4 Records the approved memorandum None 20 minutes Clerk III
and annexes in the outgoing logbook, IPPSD
endorses it to the OCIO for receiving and
350
 approval, and secures the receiving copies
for hard copy and digital file.

1.5 Receives the SVP-CIO approved None 20 minutes Clerk III

memorandum and annexes in the IPPSD
incoming logbook, endorses it next to the
OCOO for receiving and approval, logs in
outgoing logbook and secures the
receiving copies for hard copy and digital
file.
1.6 Receives the COO-approved None 20 minutes Clerk III
memorandum and annexes in the
incoming logbook, endorses it next to the
OPCEO for receiving and approval, logs it
in the outgoing logbook and secures the
receiving copies for hard copy and digital
file.
1.7 Receives the PCEO-approved None 30 minutes Clerk III
memorandum and annexes in the IPPSD
outgoing logbook, endorses it next to
PRID-Records for routing, and secures the
receiving copies for hard copy and digital
file.
6 days, 5 hours
TOTAL:
and 30 minutes

351
15. ISSP DATA CONSOLIDATION - NARRATIVE, DIAGRAMS, AND ANNEXES
Gathering of data and information requirements for the preparation / validation of the Information Systems Strategic Plan (ISSP) and preparation of initial
draft templates on the ff.:
- Organizational Structure,
- Current ICT Budget,
- Functional Interface Chart,
- Present ICT Situation,
- Strategic Concerns for ICT Use,
- Information Systems Strategy (Conceptual Framework, Detailed Description of Proposed Information Systems, Databases Required, Network Layout)
- Detailed Description of ICT Projects,
- Existing and Proposed ICT Organizational Structure, and
- Annexes
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Clients

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None Not Applicable

PROCESSING
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PERSON RESPONSIBLE
TIME
1. Concerned offices/units submits
10 days
the required data/information for
the ISSP preparation: 1.1 Coordinates with concerned units tasked to
(dependent
- Organizational Structure, prepare the templates/inputs, receives and Clerk III /
on
- Current ICT Budget, organizes data / information for the ISSP, checks Social Insurance
None compliance
- Functional Interface Chart, for completeness, records submission into ISSP Officer I
of concerned
- Present ICT Situation, Data/Information Submission Monitoring Log, IPPSD
units to the
- Strategic Concerns for ICT Use, uploads backup files to SharePoint
prescribed
deadline/s)
- Information Systems Strategy
352
(Conceptual Framework, Detailed
Description of Proposed
Information Systems, Databases
Required, Network Layout)
- Detailed Description of ICT
Projects,
- Existing and Proposed ICT
Organizational Structure
- Annexes
TOTAL: None 10 days

353
16. ISSP PREPARATION OF INITIAL DRAFT - NARRATIVE, DIAGRAMS, AND ANNEXES
Preparation / validation of inputs to the Information Systems Strategic Plan (ISSP) pertaining to the ff. templates:
- Organizational Structure,
- Current ICT Budget,
- Functional Interface Chart,
- Present ICT Situation,
- Strategic Concerns for ICT Use,
- Information Systems Strategy (Conceptual Framework, Detailed Description of Proposed Information Systems, Databases Required, Network Layout)
- Detailed Description of ICT Projects,
- Existing and Proposed ICT Organizational Structure, and
- Annexes
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
1. SVP-CIO directs the preparation of the 1.1 Encodes and validates gathered data/information into ISSP None 10 days Clerk III /
initial draft ISSP templates: templates Social
- Organizational Structure, (dependent Insurance
- Current ICT Budget, on Officer I
- Functional Interface Chart, compliance IPPSD
- Present ICT Situation, of
- Strategic Concerns for ICT Use, concerned
- Information Systems Strategy (Conceptual units to the
Framework, Detailed Description of Proposed prescribed
Information Systems, Databases Required, deadline/s)
Network Layout)
- Detailed Description of ICT Projects,
354
- Existing and Proposed ICT Organizational
Structure, and
- Annexes
1.2 Reviews the initial draft ISSP templates vis-a-vis submitted None 7 days ITO I
inputs and meeting / workshop / forum outputs, if any, and IPPSD
endorses initial drafts to Div. Chief IV for review and approval for
endorsement to Review Teams
1.3 Reviews the initial draft ISSP templates and recommends None 3 days Division Chief
endorsement to Review Teams IV
IPPSD

TOTAL: 20 days

355
17. DATA AND INFORMATION GATHERING FOR THE ISSP-ICT RESOURCE REQUIREMENTS
Gathering of data and information requirements and preparation of initial draft templates on the proposed ICT resource requirements in the Information
Systems Strategic Plan (ISSP)
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
1. Concerned offices/units submits their 1.1 Receives and organizes ICT resource requirement proposals None 20 days* Clerk III /
proposed ICT Resource Requirements signed and supporting documents, checks for completeness, logs into Social Insurance
by their office/dept. head, together with ISSP Data/Information Submission Monitoring Log, and encodes (*dependent on Officer I
documentary evidence on proposed costs, initial draft ISSP proposals into Excel compliance of IPPSD
Certification of Complete Staff Work, latest concerned units
ICT inventories and procurement status to the
prescribed
deadline/s)

TOTAL: 20 days

356
18. PREPARATION OF ICT RESOURCE PROPOSALS
Preparation of proposed ICT resource requirements in the Information Systems Strategic Plan (ISSP)
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Not Applicable
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE

1. SVP-CIO directs the 1.1 Prepares initial draft of ISSP Part IV - A. ICT Resource Requirements and None 10 days* Clerk III /
preparation of the initial draft part V. Development and Investment Program and endorses to Supervisor for Social
ISSP templates for Part IV-A ICT review (*dependent Insurance
Resource Requirements and Part on Officer I
V Development and Investment compliance of IPPSD
Program concerned
units to the
prescribed
deadline/s)
1.2 Reviews the initial draft of ISSP Parts IV-A and V None 7 days Clerk III /
Social
Insurance
Officer I
IPPSD
1.3 Reviews the initial draft of ISSP Parts IV - A and V, and recommends None 3 days Division Chief
endorsement to Review Teams IV
IPPSD
TOTAL: 20 days

357
19. ISSP REVISION (DRAFT ORIGINAL OR REVISED VERSION OF AN APPROVED ISSP)
Revision of a draft original ISSP or a revised version of an approved ISSP based on request for updating (APP amendments), findings / recommendations
from Review Teams, SVP-CIO. DICT or other offices/units reviewing the ISSP
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
SVP-CIO, ISSP Review Teams, Offices/Units who were requested to review the draft ISSP, DICT
Who May Avail:

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

For revisions due to APP amendments: approved APP amendment/s (1 photocopy) SBAC / PRO BAC
Comptrollership Dept.

For revisions due to COB: PBC-IT SubCom recommendations / approved COB (1 photocopy)
PERSON
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION RESPONSIBL
PAID TIME
E
1. Client endorses 1.1 Updates the applicable portions of the ISSP based on APP amendments, received None 10 days Clerk III /
comments, corrections, or comments, corrections, recommendations and endorses the revised draft to Social
recommendations for Supervisor for review Insurance
revision to the ISSP Officer I
IPPSD
1.2 Checks the applied revisions and endorses corrections (if any) to staff, or to None 7 days ITO I
Division Chief IV in case there are no more corrections IPPSD
1.3 Reviews the revised draft ISSP and recommends draft ISSP finalization None 3 days Division
Chief IV
IPPSD
TOTAL: 20 days

358
20. FINALIZATION OF ISSP (DRAFT ORIGINAL OR REVISED VERSION OF AN APPROVED ISSP)
Preparation of the final draft ISSP and endorsement to SVP-CIO for approval
Office: IPPSD
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector
Who May Avail:
(IMS)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None Note Applicable
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
SVP-CIO directs the IPPSD 1.1 Consolidates/incorporates inputs from final draft working documents None 5 days Clerk III /
to prepare the final draft into one ISSP Word document, prepares the Table of Contents, and cover Social Insurance Officer I
ISSP memorandum PCEO approval and letter for DICT for the endorsement to IPPSD
SVP-CIO (for signature)

1.2 Proofreads the final draft and cover memorandum for PCEO and None 3 days ITO I
letter for DICT, endorses back corrections (if any) to staff, or to Division IPPSD
Chief IV in case there are no more corrections

1.3 Reviews and approves the final draft ISSP, cover memorandum for None 3 days Division Chief IV
PCEO and letter to DICT, endorses the finalized draft ISSP to IT Planning IPPSD
Team / Admin Unit for printing and book-binding and routing to the ISSP
document approvers
1.4 Prints the final draft ISSP (at least 3 copies), and coordinates with None 1 day Clerk III / Social Insurance
PRID-Records for book-binding Officer I IPPSD
1.5 Records in the outgoing logbook and forwards the final ISSP None 3 days Clerk III
document print-out, cover memorandum for PCEO, and letter for DICT to IPPSD
the IMS heads and SVP-CIO for signature
TOTAL: None 15 days

359
21. SUBMISSION OF PCEO-APPROVED ISSP (ORIGINAL OR REVISION OF AN APPROVED ISSP) TO DICT FOR REVIEW AND ENDORSEMENT
Endorsement of the ISSP to the DICT for review and approval
Office: IPPSD
Classification: Simple
Type of Transaction: G2G - Government to Government
Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector (IMS)
Who May Avail:

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Execom approval of ISSP (1 Original Copy) CorPlan
PCEO approval of ISSP (1 Original Copy) OPCEO
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
SVP-CIO directs IPPSD to 1.1 Receives the PCEO-approved ISSP and cover letter for DICT, records in None 2 hours Clerk III
endorse the ISSP approved by incoming logbook, photocopies and scans the signed ISSP and cover letter, IPPSD
the Execom and PCEO uploads copies to SharePoint for backup, and forwards the hard copies to the
Div. Chief IV
1.2 Provides instruction to IT Planning Team / Admin unit for the submission of None 30 minutes Division Chief IV
the PCEO-approved ISSP to DICT IPPSD
1.3 Prepares OBS for travel to DICT of staff assigned to deliver the ISSP None 10 minutes Clerk III
document and cover letter IPPSD
1.4 Approves OBS for travel to DICT of staff assigned to deliver the ISSP None 10 minutes Division Chief IV
document and cover letter IPPSD
1.5 Forwards to applicable signatory and HRD the approved OBS for travel to None 10 minutes Clerk III
DICT of staff assigned to deliver the ISSP document and cover letter IPPSD
1.6 Delivers the PCEO-approved ISSP to DICT, receives the DICT-stamped None 4 hours Assigned IPPSD
receiving copy, coordinates with Admin unit for recording in outgoing logbook, staff
photocopying, scanning and uploading to SharePoint of receiving copy IPPSD
TOTAL: 7 hours

360
22. DISSEMINATION OF DICT-ENDORSED ISSP
Dissemination of the DICT-endorsed ISSP to the all offices and departments in PhilHealth and the Department of Budget and Management (DBM) thru
Comptrollership Department
Office: IPPSD
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: Office of the Senior Vice President, Chief Information Officer (OCIO) - Information Management Sector (IMS)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

DICT-endorsed ISSP (1 photocopy/ electronic copy) DICT
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE

SVP-CIO directs IPPSD to provide a copy of 1.1 Receives the DICT-endorsed ISSP; records in incoming None 2 hours Clerk III
the DICT-endorsed ISSP to the DBM and to logbook, photocopies (at least 3 sets) of the ISSP and DICT IPPSD
disseminate information on the approval of endorsement letter, scans the same and uploads to SharePoint,
the ISSP to all PhilHealth offices and and stores the original documents in secure file storage.
departments.
1.2 Provides instruction to IT Planning Team / Admin unit for the None 20 minutes Division Chief
submission of the DICT-endorsed copy of the ISSP to DBM IV
(through the Comptrollership Department), preparation of IPPSD
Corporate Memorandum (CM) re: dissemination of information
on the DICT-endorsed ISSP
1.3 Prepares the draft CM re: DICT-endorsed ISSP, and None 2 hours Social
memorandum for endorsement of ISSP copy to DBM and Insurance
endorses them to Supervisor for review Officer I
IPPSD
1.4 Reviews the draft CM and memorandum for Comptro and None 1 hour ITO I
endorses it to the IPPSD Div. Chief for approval IPPSD

361
1.5 Reviews and approves the draft CM and memorandum for None 20 minutes Division Chief
Comptro and endorses it to the Clerk for routing IV
IPPSD
1.6 Records the CM and memorandum in the outgoing logbook, None 30 minutes Clerk III
routes memo with copy of DICT-endorsed ISSP to Comptro, IPPSD
endorses CM to the OCIO for receiving and approval, and secures
the receiving copies for hard copy and digital file.
1.7 Receives the SVP-CIO approved CM in the incoming logbook, None 20 minutes Clerk III
endorses it next to the OPCEO for receiving and approval, logs in IPPSD
outgoing logbook and secures the receiving copies for hard copy
and digital file.
1.9 Receives the PCEO-approved CM, records in incoming None 30 minutes Clerk III
logbook, endorses it next to PRID-Records for routing, records in IPPSD
outgoing logbook, and secures the receiving copies for hard copy
and digital file.
TOTAL: 7 hours

362
Information Management Sector (IMS)
II. IT-HELPDESK

363
1. ESCALATION AND MONITORING
Escalation and monitoring of highly technical issues reported to concern Specialized Response Team(SRT)
Office: IT Helpdesk
Classification: Complex
Type of Transaction: G2G - Government to Government
Who May Avail: PhilHealth Offices User
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request through mail or through IT Support Ticketing System (1 electronic copy) IT Helpdesk Unit
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
For the escalation and monitoring of highly
technical issues reported to concern Specialized
Response Team (SRT):
1. Receive the highly technical Issues reported,
2. Evaluate the highly technical issues reported if
system issues, accessibility, system performance or
insufficient user rights/privileges or for data Evaluate and Process the request 1 day SIO II, ITO I
correction/editing, None
IT Helpdesk
3. Forward the highly technical issues to concern
SRT,
4. Monitor the status of reported highly technical 1-3 working
issues, and days (simple)
5. Update the status of the reported highly Monitor the Status of the request
4-7 working
technical issues to close if, it is resolved. days(complex)
2 working days
(simple) 7
TOTAL: None
working
days(complex)

364
2. ISSUANCE OF IT ADVISORY
Issuance and Posting of IT Advisory for the concerned and affected Offices of PhilHealth
Office: IT Helpdesk
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: PhilHealth Information Management Sector Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. One (1) Original Copy of Properly Filled-up, signed and approved IT Advisory Request
IT Helpdesk Unit and ITMD
Form
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
For issuance IT Advisory for downtime and system
enhancement:
1. Receive the Advisory request.
2. Evaluate the Advisory Request for completeness, Evaluate and Process the SIO II, ITO I
None 1 day
authorized and signed. request IT Helpdesk
3. Process the Advisory request by posting in Outlook to
the concern Users.
TOTAL: None 1 day

365
3. MANAGEMENT OF USER ACCOUNTS
Manage the creation, updating, deactivation and password resetting of user accounts for Application/Systems, Network Accounts, Internet Accounts,
Outlook and Email Accounts
Office: IT Helpdesk
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: PhilHealth Employee's and PhilHealth COA Auditor's
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. One (1) Original Copy of Properly Filled-up, signed and approved 3AF Form for Application
Account
2. One (1) Original Copy of Filled-up and signed NDA for COA accounts IT Helpdesk Unit or attached to Corporate
3. One (1) Photocopy of employee company ID Order
4. One (1) Photocopy of Supervisors ID for COA Accounts request
5. One (1) Original Copy of Properly Filled-up, signed and approved DARF Form for Network,
Internet, Outlook and Email Accounts
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. For Application Account creation, updating and password
resetting:
a) Receive the Application Account Authorization Form (3AF)
and the Xerox copy of Employee ID,
b) Evaluate the 3AF if properly filled-up and signed,
c) Process the 3AF base on the request if for creation, SIO II, ITO I
Evaluate and Process the request None 1 day
updating and password resetting, and IT Helpdesk
d) Inform the requesting user, PRO IT for PRO'S, Branch IT for
Branch and IT designates for Head Office.
2. For Application Account deactivation:
a) Receive the 3AF and the Xerox copy of Employee ID,
b) Evaluate the 3AF if properly filled-up and signed,

366
c) Process the 3AF base on the request if for deactivation,
and
d) Inform the requesting user, PRO IT for PRO'S, Branch IT for
Branch and IT designates for Head Office.
3. For Network, Internet, Outlook and Email Accounts
creation, updating, deactivation/removal and password
resetting:
a) Receive the Domain Account Request Form (DARF) and
the xerox copy of Employee ID,
b) Evaluate the DARF if properly filled-up and signed,
c) Process the DARF base on the request, and
d) Inform the requesting user, PRO IT for PRO'S, Branch IT for
Branch and IT designates for Head Office.
TOTAL: None 1 day

367
Information Management Sector (IMS)
III. ITRMD

368
1. MANAGE REQUEST FOR DATA EDITING SERVICE
The service addresses the endorsed request for data editing to achieve correct information. The request will be addressed based on the submitted
documentation including but not limited to incident reports, signed and approved data amendment forms and clearance from the respective Business
Process Unit (BPU). Complete process is up to 10 days and is dependent on the proximity of requests.
Office: IT Management Department - ITRMD (Database Group)
Classification: Highly Technical
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business, G2G - Government to Government
Who May Avail: Any PhilHealth Offices whether PRO Support Office, Branches, LHIO's, external office(gov't and private)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. One (1) Original Copy of Endorsement/ Memo of Approved Request from Business Process Unit (BPU)
2. One (1) Original Copy of JOROS assigned to Database Group Business Process Unit / Requesting Office / IT
3. One (1) Original Copy of Fully accomplished Data Amendment Form Helpdesk
4. One (1) Original Copy of Incident Report and other supporting documents for the request
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
1. Request for data editing / 1.1 Receive of documents.
correction thru JOROS / ITSM 1.2 Log the document (Incoming) SIA I/SIO I
1 Hour
ITRMD
1.3 Endorse document to Division Chief
ITO II
1.4 Delegates/assign document to the concerned section or staff 2 Hours
ITRMD
SIA I/SIO I
1.5 Release document to the concerned section/staff. 1 Hour
ITRMD
1.6 Check existence of request in JOROS. None
1.7 Review of the request.
1.8 Return request to the concerned office if submitted document is
incomplete. ITO I, ISA III, ISA II,
9 Days, 4
1.9 Coordinate with the Information System Management Division (ISMD) CMT II, CMT I
Hours
for the script to be used if scripts not available or request needs further ITRMD
evaluation/checking.
1.10 Proceed with the data editing request if submitted document is
complete.
369
 1.11 Notify the concerned office once the request is completed /Tag the
request as closed/accomplished in the JOROS.
Repeat Process 1.7 to 1.9 until all request and documents is compiled and addressed
10 Days
TOTAL:

370
2. MANAGE AUTO RENEWAL OF SPONSORED MEMBERS
The service addresses the auto renewal of the sponsored members record in the production database in reference to the endorsed mapped membeship
record from the Member Management Group. The service can be performed in 14 days depending on the proximity and number of fields and records to
update. The service is usually support with a Service Request Form (SRF)
Office: IT Management Department - ITRMD (Database Group)
Classification: Highly Technical
Type of Transaction: G2C- Government to Citizen, G2B- Government to Business
Who May Avail: Member Management Group

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Requesting Office
One (1) Original Copy of Fully Accomplished Service Request Form (SRF) / Memo

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for Auto Renewal 1.1 Receive of documents.
of Sponsored Members 1.2 Log the document (Incoming) 1 Hour SIA I/SIO I
1.3 Endorse document to Division Chief
1.4 Delegates/assign document to the concerned section or staff 2 Hours ITO II
1.5 Release document to the concerned section/staff. 1 Hour SIA I/SIO I
1.6 Coordinate with BPU and Task Force Informatics (TFI) for the list
of members for renewal
1.7 Upload List of members for renewal None
1.8 Validate statistics of members for renewal based on provided
report by BPU 13 Days, 4 ITO I, ISA III, ISA II, CMT
1.9 Coordinate with the ISMD for the script to be used for the hours II, CMT I
renewal.
1.10 Execute the script for auto renewal created by ISMD.
1.11 Prepare and send statistics of auto renewed and excluded
members to concerned office.

371
 1.12 Email PRO IT the script to extract batch numbers of auto
renewed members of their respective PROs.
Repeat Process may occur in 1.8 to 1.9 until renewal is completed

TOTAL: 14 Days

372
3. MANAGE REQUEST FOR UPLOADING OF EXTERNAL DATA
The service address the uploading of external data as requested for mapping and project implementation of clients whether external or interna;. The
service can be performed in 14 days depending on the proximity and number of records for uploading. The service is performed with clearance and
authorization from the BPU and the CIO.
Office: IT Management Department - ITRMD (Database Group)
Classification: Highly Technical
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business, G2G - Government to Government
Who May Avail: Any PhilHealth Offices whether PRO Support Office, Branches, LHIO's, external office(gov't and private)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

One (1) Original Copy of Fully Accomplished Service Request Form (SRF) / Memo Requesting Office
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for uploading of 1.1 Receive of documents.
external data 1.2 Log the document (Incoming) 1 Hour SIA I/SIO I ITRMD
1.3 Endorse document to Division Chief
1.4 Delegates/assign document to the concerned ITO II
2 Hours
section or staff ITRMD
1.5 Release document to the concerned
1 Hour SIA I/SIO I ITRMD
section/staff.
1.6 Validate the file format/structure
1.7 Return to the concerned office, if the file None
format/structure is incorrect, ITO I, ISA III, ISA II, CMT
12 Days, 6
1.8 Upload data, if file format is correct II, CMT I
Hours
1.9 Notify the concerned office of all uploaded & ITRMD
invalid data
1.10 Prepare endorsement/reply memo
ITO II
1.11 Review of memo 2 Hours
ITRMD
1.12 Approval of memo 2 Hours Acting Senior Manager
373
 ITMD
1.13 Release memo 1 Hour SIA I/SIO I ITRMD
1.14 Give access on the uploaded data to the ITO I, ISA III, ISA II, CMT I
1 Hour
concerned office ITRMD
Repeat Process 1.6 to 1.9 until all request and documents is complied and addressed

TOTAL: 14 Days

374
4. MANAGE REQUEST FOR DATABASE UPDATE
The service addresses updates needed in the production database in reference to update/enhancement and devlopment of application/systems. The
service is performed after office hours in coordination with the requesting office.
Office: IT Management Department - ITRMD (Database Group)
Classification: Simple
Type of Transaction: G2C - Government to Citizen, G2G - Government to Government
Who May Avail: IS Management Division / Business Process Unit
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of Fully accomplished System/Database Update Request Form (SDURF) and
IS Management Division / BPU
necessary scripts for the database update request
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for Database 1. 1 Receive of documents.
Update 1.2 Log the document (Incoming) 1 Hour SIA I/SIO I ITRMD
1.3 Endorse document to Division Chief
ITO II
1.4 Delegates/assign document to the concerned section or staff 2 Hours
ITRMD
1.5 Release document to the concerned section/staff. 1 Hour SIA I/SIO I ITRMD
1.6 Check existence of request in Ticketing System.
None
1.7 Implement/execute the script
1.8 Notify requester should there be error encountered during the ITO I, ISA III, ISA II, CMT
execution of the scripts 3 Hours II, CMT I
1.9 Implement/execute the script in the replication if applicable ITRMD
1.10 Configuration of the replication database if applicable
1.11 Notify/close ticket once the request is completed.
1.12 Log the outgoing document 1 Hour SIA I/SIO I ITRMD
Repeat Process 1.8 to 1.10 until all request and documents is compiled and addressed
TOTAL: 1 Day

375
5. MANAGE REQUEST FOR DEACTIVATION OF DATABASE ACCOUNT
The service addresses the immediate deactivation of user accounts in response to leave of absence, suspension and prolonged leave. The access of the
personnel is being deactivated momentarily while their suspension and leave of absence is still served. The service can be performed within 2 working
days upon request.
Office: IT Management Department - ITRMD (Database Group)
Classification: Simple
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business, G2G - Government to Government
Who May Avail: Any PhilHealth Offices whether PRO Support Office, Branches, LHIO's, external office(gov't and private)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Email request c/o IT Helpdesk (1 Electronic Copy) IT Helpdesk

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for Deactivation of 1.1 Check database account if deactivated in production
Database Account database ITO I, ISA III, ISA II, CMT II,
1.2 Coordinate with IT Helpdesk for account not None 2 days CMT I
deactivated in production database ITRMD
1.3 Deactivate account in other database.
2 days per
TOTAL:
account

376
6. MANAGE REQUEST FOR CLEARANCE OF SEPARATED EMPLOYEES
The service addresses the certification of separated employees to wit that the respective user account is deactivated for clearance due to separation to
office. The service can be performed within 2 working days provided that all necessary document requirements is complete.
Office: IT Management Department - ITRMD (Database Group)
Classification: Simple
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business
Who May Avail: Any PhilHealth Offices whether PRO Support Office, Branches, LHIO's,

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. One (1) Original Copy of Memo/Routing and Transmittal Slip/ Email (Electronic copy)
2. One (1) Original Copy of Application for Clearance Requesting Office

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for Clearance of 1.1 Receive of document
Separated Employees 1.2 Log the document (Incoming) SIO II, CLERK III, ADMIN
1 Hour ASST.C
1.3 Release the document to ITRMD ITMD
1.4 Log the document (Outgoing)
1.5 Receive of document
1.6 Log the document (Incoming) 1 Hour SIA I/SIO I ITRMD
1.7 Release document to Database Section
1.8 Check database account if deactivated in production None
database
1.9 Coordinate with IT Helpdesk for account not ITO I, ISA III, ISA II, CMT
deactivated in production database 8 Hours II, CMT I
ITRMD
1.10 Deactivate account in other database.
1.11 Affix initials
1.12 Validate and deactivate network account
ITO II, ITO I, CMT II
1.13 Affix initial 3 Hours
ITRMD
1.14 Sign the clearance
377
 Senior Manager
1.15 Release of documents 1 Hour
ITMD
1.16 Log the document (Outgoing) 1 Hour SIA I/SIO I ITRMD
1.17 Receive the documents
1.18 Log the document (Incoming) SIO II, CLERK III, ADMIN
1 Hour ASST.C
1.19 Release the document ITMD
1.20 Log the document (Outgoing)

TOTAL: 2 days

378
7. MANAGE REQUEST FOR REPLICATION OF NEW TABLES
The service addresses the need for up-to-date data record in relation to the extraction and preparation of reports for PhilHealth EMO as basis
for decision making. The service is in relation to the production database updates in accordance to software update/enhance and
development. The service can be performed within 7 working days and dependent on the proximity of the needed tables for updating.
Office: IT Management Department - ITRMD (Database Group)
Classification: Complex
Type of Transaction: G2C- Government to Citizen, G2B - Government to Business
Who May Avail: Any PhilHealth Offices whether PRO Support Office, Branches, LHIO's, external office(gov't and private)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. One (1) Original Copy of Memo/ SDURF TFI / IS Management Division
FEES TO BE PROCESSIN PERSON
CLIENT STEPS AGENCY ACTION
PAID G TIME RESPONSIBLE
Request for replication of 1.1 Receive of documents.
new tables 1.2 Log the document (Incoming) 1 Hour SIA I/SIO I ITRMD
1.3 Endorse document to Division Chief
ITO II
1.4 Delegates/assign document to the concerned section or staff 2 Hours
ITRMD
1.5 Release document to the concerned section/staff. 1 Hour SIA I/SIO I ITRMD
1.6 Identify the constraints
None
1.7 Coordinate with ISMD if constraint is not existing
1.8 Configure the replication
ITO I, ISA III, ISA II,
1.9 Perform initial loading of requested data for replication 6 Days, 4
CMT II, CMT I
1.10 Start the replication Hours
ITRMD
1.11 Gather statistics
1.12 Notify the concerned office once the replication is
completed
Repeat Process 1.6 to 1.11 until all request and documents is complied and addressed

TOTAL: 7 Days

379
8. MANAGE REQUEST FOR DOCUMENT REVIEW
The service addresses the endorsed issues, concerns and action needed as requested or described in the endorsed document. This service can
be addressed in 5 working days depending on the evaluation of the endorsed concern and the number of offices who can comply with the
stated inquiries.
Office: IT Management Department - ITRMD (Database Group)
Classification: Complex
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business, G2G - Government to Government
Who May Avail: Any PhilHealth Client (external and internal)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. One (1) Original Copy of DRAR
2. One (1) Original Copy of Memo Any PhilHealth Client (external or internal)
3. And other attached documents
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for Document 1.1 Receive of documents. None 1 Hour
Review / Action address to 1.2 Log the document (Incoming) SIA I/SIO I ITRMD
ITRMD 1.3 Endorse document to Division Chief
1.4 Delegates/assign document to the concerned
2 Hours ITO II ITRMD
section or staff
1.5 Release document to the concerned
1 Hour SIA I/SIO I ITRMD
section/staff.
1.6 Conduct review of document ITO I, ISA III, ISA II, CMT
3 Days, 7 Hours
1.7 Prepare memo response / acknowledge receipt II, CMT I ITRMD
1.8 Review of memo 2 Hours ITO II ITRMD
1.9 Approval of Memo 2 Hours ASM, ITMD
1.10 Log the document
1 Hour SIA I/SIO I ITRMD
1.11 Release of Memo
TOTAL: 5 Days

380
9. MANAGEMENT OF NEW SERVER CREATION
The service addresses the creation of server as requested for testing and deployment of new software/application. The service shall be address within 8
working days and may vary based on the needed requirements and applications on the server for creation.
Office: ITRMD
Classification: Highly Technical
Type of Transaction: G2C- Government to Citizens, G2B - Government to Business
Who May Avail: Business Process Unit/ IS Management Division
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of Network Request Form
Requesting Office
One (1) Original Copy of Supporting documents (MOP, Flow Chart of the System, System Requirements)
FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
Fully accomplished Network Request Form 1. Receive, log and endorse the Network Request From SIA I/SIO I
with the following attachments: 1 hour
with complete attachments to OIC-Division Chief ITRMD
a. System Requirements;
ITO II
b. Operating System to be use; 2. Delegates to Network Team Head 2 hours
ITRMD
c. Requirements needed for System to run
ITO I
(PHP, Oracle, 3. Assigns to Network Team 30 minutes
ITRMD
…);
d. Flow chart of the System; None
e. Manual Procedure of the system; 4. Conduct planning for the request.
3 days
f. Other related materials.
-Checks if there are available resources to be used ITO I
5. Provision the Server 2 days ITRMD

6. Windows update and install all necessary requirements 3 days

to be used including Anti-Virus
8 days, 3 hours and
TOTAL:
30 minutes

381
10. MANAGEMENT REQUEST FOR SYSTEM UPDATE
The service addresses the updates needed in the server in reference to the update/enhancement and deployment of software/applications. The service is
performed after office hours in coordination with the requesting office.
Office: ITRMD
Classification: Simple
Type of Transaction: G2C- Government to Citizens, G2B - Government to Business
Who May Avail: Business Process Unit/ IS Management Division

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

One (1) Original Copy of Network Request Form

One (1) Original Copy of Supporting documents (files indicating path / location of newly compiled Requesting Office
executable files)
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
Fully accomplished Network Request Form 1. Receive, log and endorse the Network Request From SIA I/SIO I
1 hour
(NRF) with the following attachments: with complete attachments to OIC-Division Chief ITRMD
a. What System and Servers to be Updated; ITO II
2. Delegates to Network Team Head 2 hours
b. The path where update file located; ITRMD
c. The reason of update; ITO I
d. Feature of the update; 3. Assigns to Network Team None 30 minutes
ITRMD
e. Other related materials; ITO I, CMT II, CLERK
1 hour
4. Updates the Servers III ITRMD
ITO I, CMT II, CLERK
12 minutes
5. Email Helpdesk once the update has been done III ITRMD
4 hours and 42
TOTAL:
minutes

382
11. MANAGEMENT OF OPERATING SYSTEM REPAIR AND INSTALLATION
The service addresses the repair and installation of operating system to corporate issued equipment that was accounted to respective PhilHealth
Employees in the Head Office. The service shall be addressed within 7 working days per equipment.
Office: ITRMD
Classification: Complex
Type of Transaction: G2C- Government to Citizens, G2B - Government to Business
Who May Avail: Head Office Personnel
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of Service Request Form (SRF)
Requesting Office
One (1) Original Copy of Property Accountability Request Form (PARF)
FEES TO
CLIENT STEPS AGENCY ACTION PROCESSING TIME PERSON RESPONSIBLE
BE PAID
Fully accomplished Service
Request for Operating System Repair/Installation:
Request Form (SRF)
Fully accomplished
Equipment 1. Receive the SRF and PARF 4 hours
Information Systems
movement form (PARF)
Analyst II,
2. Check the PC/Laptop if the components/parts declared in the
5 hours Administrative Service
SRF are complete (to be witnessed by the requesting party) None
Assistant C,
3. Record the received document in a document tracking system 4 hours Clerk III
4. Check PC for possible file back-up 2 days and 2 hours ITRMD
5. Perform the OS installation/repair 2 days and 2 hours
6. Once done, will notify the user thru email/phone. 1 hour
7. Prepare Evaluation Report 6 hours
7 Days Upon Receipt
TOTAL: Of Equipment
(For Each Machine)

383
Information Management Sector (IMS)
IV. ISMD

384
1. PROCESSING OF SOFTWARE CERTIFICATION/ COMPLIANCE REQUEST
This service is used to ensure that the requester's system complies with the standard data, transmission and integration requirements provided by the
Corporation.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Who May Avail: Health Care Institutions, Government Agencies, Other external partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of Software Certification Application Form (SCAF)
One (1) Original Copy of Non-Disclosure Agreement (NDA)
One (1) Original Copy of Software Certification Agreement (SCA) PhilHealth Website
One (1) Original Copy of Software Certification Kit (SCK)
One (1) Original Copy of Software Valuation Test Form (SSVTF) PhilHealth Regional Office IT
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION PAID TIME RESPONSIBLE
1. Submit Application for Software 1.1 Receive fully accomplished NDA, SCAF and SCA None 3 working days Receiving Clerk
Certification with attached 1.2. Check completion of the supporting documents. PRO IT
documents using IT Ticketing System. 1.3. Set and coordinate schedule of the Software Certification Test.
2. Conduct of the Scheduled 3.1. Prepare test data for the test. None 5 working days PRO IT
Software Certification Test 3.2. Conduct 3 cycles of testing to ensure compliance of the system
to the Software Validation Test Form (SSVTF).
3.3. Prepare, finalize and sign-off in the SSVTF.
3. System Software Certification 4.1 Receive PRO IT Endorsement with the attached test documents None 12 working days PRO IT
Completion as proof of system compliance UPECS-EMR
4.2 Prepare Software Certificate / Notice of System Compliance for Team
signature of authorized signatories RVP
4.3 Route the Software Certificate / Notice of System Compliance to ITMD Heads
authorized signatories CIO
4.4 Register HCI in the Database. PCEO
TOTAL: 20 working days

385
2. REGISTRATION TO PHILHEALTH SYSTEMS AND INTEGRATION SERVICES
The purpose of this service is to register and enable access to specific PhilHealth systems and/or application programming interface (API) provided by the
Corporation.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Any external partners with existing MOA/Contract facilitated by a Business Process or Program
Who May Avail: Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (1 original copy) IT Helpdesk
Business and User Requirements (1 original copy) OSM-ITMD
Memorandum of Agreement (1 original copy) Requesting Office
Data Sharing Agreement (1 original copy) Requesting Office
Non-Disclosure Agreement (1 original copy) Requesting Office
Application Integration Registration Form (1 original copy) OSM-ITMD
Service Terms of Use (1 original copy) OSM-ITMD
FEES
TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION PAID TIME RESPONSIBLE
1. Create a ticket request using the IT Ticketing System 1.1. Receive and log the request with existing None 3 working Receiving Clerk
and attach the scanned documents. Submit all hardcopy ticket request. Return hardcopy requests for non- days Office of the Senior
document requirements in the Office of the Senior existing tickets. Manager, IT
Manager reflecting the ticket number in the Service 1.2. Stamp, indicate the request number and Management
Request Form. return the receiving copy if any. Department
1.3. Endorse to the IS Management Division.
1.4. Endorse for IMS approval based on ISSP and None 5 working Division Chief of the IS
Corporate Thrust. days Management Division
1.5. Endorse to OSM-ITMD to present and report
for Management Approval/Prioritization.
1.6. Release Request Status Update to the
requesting office.
386
 1.7. Assign a Scrum Team to handle approved
request.
1.8. Define and document the data formats, None 10 working Scrum Team
layout and standards, transmission requirements, days ISMD
security to be implemented and the input/output
parameters.
1.9. Conduct items no. 2-5 under the #5. None 23 working Scrum Team
SOFTWARE DEVELOPMENT SERVICES days ISMD
1.10. Prepare the Interoperability Implementing None 10 working Scrum Team
Guidelines and Specifications, Software days ISMD
Validation Checklist
1.11. Release of the Interoperability Kit and None 3 working Scrum Team
Confirmation Slip of the Orientation/Meeting days ISMD
Schedule to the external partners and requesting
office.
2. Submit the Orientation Confirmation Slip to the OSM- 2.1. Conduct the orientation to the external None 5 working day Scrum Team
ITMD. partner/s in coordination to the requesting ISMD
office.
2.2. Document the conduct of the orientation.
TOTAL: None 59 working
days

387
3. SOFTWARE DEVELOPMENT SERVICES
This service facilitates the request for automation of business processes and support to Corporate policies, programs and projects to be developed
internally. Activities will be based on the Scrum Methodology where the project deliverables will be subdivided into a 2 week period, hence process from 2-
5 will be repeating until completion of the Project.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Who May Avail: Any PhilHealth Business Process Units or Program Offices.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (#1 original copy) IT Helpdesk
Business User Requirements Document (#1 original copy) OSM-ITMD
PhilHealth Circular and Policy Issuances (#1 copy) Requesting Office
Corporate Orders and Implementing Guidelines (#1 copy) Requesting Office
Standard Operating Procedures (#1 copy) Requesting Office
Risk Assessment Certificate (#1 copy) Risk Management Department
Updated Prioritized Sector Project List (#1 signed original copy) Sector of the Requesting Office

FEES
TO
BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION PAID TIME RESPONSIBLE
1. Create a ticket request using the IT Ticketing 1.1. Receive and log the request with existing ticket request. None 3 working Receiving
System and attach the scanned documents. Submit Return hardcopy requests for non-existing tickets. days Clerk
all hardcopy document requirements in the Office 1.2. Stamp, indicate the request number and return the receiving Office of the
of the Senior Manager reflecting the ticket number copy if any. Senior
in the Service Request Form. 1.3. Endorse to the IS Management Division. Manager, IT
Management
Department
1.4. Endorse for IMS approval based on ISSP and Corporate Thrust. None 5 working Division Chief
1.5. Endorse to OSM-ITMD to present and report for Management days of the IS
Approval/Prioritization. Management

388
 1.6. Release Request Status Update to the requesting office. Division
1.7. Assign a Scrum Team to handle approved request.
2. Define all product backlog based on priority. 2.1. Group the defined product backlog into actionable None 5 working Scrum Team
deliverables within the prescribed period. days
2.2. Prepare the Project Releases Timeline.
2.3. Prepare the System Requirements Specification for the
applicable development period based on sequence of the Project
Timeline.
2.4. Release the Project Timeline and SRS to the requesting office
for approval.
3. Submit the approved the Project Timeline and 3.1. Conduct Sprint Planning. None 3 working Scrum Team
the System Requirements Specification (SRS) for the 3.2. Prepare the Project Journal. days
initial sprint.
4. Participate in the Daily Scrum Meeting 4.1. Conduct the Daily Scrum. None 10 working Scrum Team
4.2. Conduct the Sprint Review. days from ISMD
4.3. Endorse the developed application for user acceptance test project start
and security assessment compliance. date
4.4. Update the Project Journal.
5. Submit the completely signed System Acceptance 5.1. Prepare for the deployment documentations. None 5 working Scrum Team
Form (SAF). 5.2. Submit deployment requirements to the IT Resource days ISMD
Management Division - IT Management Department.
5.3. Conduct Sprint Retrospective.
5.4. For publicly facing applications, endorse project to Information
Security Department to facilitate 3rd Party Vulnerability
Assessment Test
Repeat processes from 2-5 until all project deliverables has been completed.
TOTAL: 31 working
days per
project
iteration

389
5. SOFTWARE QUALITY ASSURANCE SERVICES
The service provides for the processing of requests for the conduct of quality assurance testing of internal and/or external applications to be deployed in
the PhilHealth IT Infrastructure.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: PRO IT, Business or Program Offices, Contracted Software Providers/Consultants
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of Service Request Form IT Helpdesk
One (1) Original Copy of System Requirements Specification Requesting Office
One (1) Original Copy of Design Documents Requesting Office

One (1) Original Copy of Test Scenarios, Test Cases and Test Scripts Requesting Office
One (1) Original Copy of System Acceptance Form Requesting Office

One (1) Original Copy of System Presentation Materials or Guide Requesting Office
One (1) Original Copy of User Access Information Requesting Office
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION BE PAID TIME PERSON RESPONSIBLE
1.1. Prepare the Service Request Form 1.1. Receive the hardcopy documents. None 2 working days Receiving Clerk, ISMD
and supporting documents. 1.2. Evaluate completeness of the required
1.2. Create the service ticket for documents. If not complete, return the documents to
approved and prioritized projects by the the requesting office.
ExeCom. 1.3. Endorse the document to the Division Chief,
1.3. Upload the scanned signed SRF and ISMD.
supporting documents.
1.4. Submit the hardcopy documents to
the OSM-ITMD.
1.4. Evaluate and assign the request to a QA Section. None 1 working day Division Chief of the IS
Management Division
1.5. Schedule the conduct of the quality assurance None 2 working days Section Head, QA Section
390
 test and assign to a QA Tester.
1.6. Conduct pre-test activities. None 10 working QA Tester
1.7. Conduct the QA Testing. days
1.8. Release prepared Test Report.
1.9. Release signed Test Report and Client None 3 working days Admin clerk, ISMD
Satisfaction Survey to requesting office.
3. Submit accomplished Client 3.1. Receive, record and file the documents. None 2 working day Receiving Clerk
Satisfaction Survey. Office of the Senior Manager,
IT Management Department
TOTAL: 20 working
days

391
6. SUPPORT MANAGEMENT SERVICES
The service involves the processing or resolution of incidents, complaints, inquiries and issues reported by internal and external users
of PhilHealth systems.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
G2C - Government to Citizen, G2B - Government to Business and G2G - Government
Type of Transaction: to Government
Who May Avail: Internal or external users of PhilHealth Systems
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

A detailed description of incidents, complaints, inquiries and issues (#1 original copy) PhilHealth System Users

Screenshot of incidents, complaints, inquiries and issues (#1 original copy) PhilHealth System Users
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION BE PAID TIME RESPONSIBLE
External User: 1.1. Acknowledge receipt of the UPECS-EMR
1. Create a ticket indicating the detailed description and screenshots incidents, complaints, inquiries and
of incidents, complaints, inquiries and issues via the PhilHealth issues
Ticketing System at URL? 1.2 Endorse the incidents, complaints,
inquiries and issues to the concerned
scrum team.
None 3 working days
Internal User: 1.1. Acknowledge receipt of the IT Helpdesk
1. Email the detailed description and screenshots of incidents, incidents, complaints, inquiries and
complaints, inquiries and issues to IT Helpdesk Unit issues
(ithelpdesk@philhealth.gov.ph) 1.2 Endorse the incidents, complaints,
inquiries and issues to the concerned
office/team.
1.3. Evaluate the incidents, None 1-3 working days Concerned
complaints, inquiries and issues (simple) Scrum Team
4-7 working days
(moderate)
392
 8-20 working
days (complex)
1.4. Provide feedback or resolution to None 1 working day Concerned
the UPECS-EMR team or escalate Scrum Team
issues to concerned office.
1.5. Provide feedback or resolution to None 1 working day UPECS-EMR
the reporting user
TOTAL: 6 working days (simple)
10 working days (moderate)
22 working days (complex)

393
7. SYSTEM INTEGRATION AND DATA SHARING SERVICES
This facilitates the request for system integration and/or data sharing requests received from other external partners.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2B - Government to Business and G2G - Government to Government
Who May Avail: Health Care Institutions, Government Agencies, Other external partners
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (#1 original copy) IT Helpdesk
Business User Requirements Document (#1 original copy)
PhilHealth Circular and Policy Issuances (#1 copy)
Corporate Orders and Implementing Guidelines (#1 copy)
Standard Operating Procedures (#1 copy) Requesting Office
Risk Assessment Certificate (#1 copy)
Updated Prioritized Sector Project List (#1 signed original copy) Sector of the Requesting Office
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION BE PAID TIME PERSON RESPONSIBLE
1. Submit all document requirements in 1.1. Receive and log the request. None 3 working Receiving Clerk
the Office of the Senior Manager, IT 1.2. Stamp, indicate the request number and return the days Office of the Senior
Management Department. receiving copy if any. Manager, IT Management
1.3. Endorse to the IS Management Division. Department
1.4. Endorse for IMS approval based on ISSP and Corporate None 5 working Division Chief of the IS
Thrust. days Management Division
1.5. Endorse to OSM-ITMD to present and report for
Management Approval/Prioritization.
1.6. Release Request Status Update to the requesting office.
1.7. Assign a Scrum Team to handle approved request.
2. Define all product backlog based on 2.1. Group the defined product backlog into actionable None 5 working Scrum Team
priority. deliverables within the prescribed period. days ISMD
2.2. Prepare the Project Releases Timeline.
2.3. Prepare the System Requirements Specification for the
applicable development period based on sequence of the
Project Timeline.

394
 2.4. Release the Project Timeline and SRS to the requesting
office for approval.
3. Submit the approved the Project 3.1. Conduct Sprint Planning. None 3 working Scrum Team
Timeline and the System Requirements 3.2. Prepare the Project Journal. days ISMD
Specification (SRS) for the initial sprint.
4. Participate in the Daily Scrum 4.1. Conduct the Daily Scrum. None 10 working Scrum Team
Meeting 4.2. Conduct the Sprint Review. days ISMD
4.3. Endorse the developed application for user acceptance
test and security assessment compliance.
4.4. Update the Project Journal.
5. Submit the completely signed System 5.1. Prepare for the deployment documentations. None 5 working Scrum Team
Acceptance Form (SAF). 5.2. Submit deployment requirements to the IT Resource days ISMD
Management Division - IT Management Department.
5.3. Conduct Sprint Retrospective.
5.4. For publicly facing applications, endorse project to
Information Security Department to facilitate 3rd Party
Vulnerability Assessment Test
Repeat processes from 2-5 until all project deliverables has been completed.
TOTAL: 31 working
days

395
8. WEBSITE AND INTRANET MANAGEMENT SERVICES
The service involves the processing of requests for the PhilHealth Corporate Website and Intranet Site.
Office/Division: IT Management Department - IS Management Division
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: Any PhilHealth Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Service Request Form (#1 original copy) IT Helpdesk
Materials or documents (for reference/uploading) Requesting office
Template or layout required Requesting office
Digital media (pictures, audio, video) Requesting office
Approval / Clearance for posting (#1 original copy) Sector Office, Corporate Affairs Group (CAG) and/or
Physical Resource and Infrastructure Department
(PRID)
Risk Assessment Certificate (#1 photocopy copy) Risk Management Department
FEES TO
CLIENT STEPS AGENCY ACTION BE PAID PROCESSING TIME PERSON RESPONSIBLE
1. Submit Service Request Form and other 1.1. Check if submitted request exists in the None 3 working days Receiving Clerk
supporting documents through the IT ticketing Ticketing system. If not return the documents to Office of the Senior
system and hardcopy of signed to the OSM- the requesting office for creation of a ticket in the Manager, IT
ITMD. ticketing system. Management
1.2. Review request and completion of the Department
supporting documents.
1.3. Acknowledge receipt of the request for
complete submission of requirements.
1.4. Update the ticket request to RESOLVED and
provide a note of "RETURNED due to incomplete
requirements".

396
2. Submit incomplete requirements through None 10 working days Scrum Team
the same ticket request. from project start ISMD
date

2.1. Update the good ticket to reflect the

scheduled period.
2.2. Perform the request.
2.3. Update the ticket status to "RESOLVED" and
record "DONE SUBJECT TO USER VALIDATION".
2.4. Submit a Ticket Closure Report and Client
Satisfaction Survey to the requesting office.
3. Submit the signed and completed Ticket 3.1. Receive, record and file the documents. None 2 working days Receiving Clerk
Closure Report and Client Satisfaction Survey Office of the Senior
Manager, IT
Management
Department
TOTAL: None 16 working days

397
Information Management Sector (IMS)
V. PMO-PIMS

398
1. CONDUCT PROBLEM MANAGEMENT
Problem Management is a process by using analysis techniques to identify the cause of the problem/ issue as reported by the operations/ business
process owners to the Information Management Sector for resolution.

Office: PMO-PIMS
Classification: Complex
G2G - Government to Government
Type of Transaction:
G2B - Government to Business
Who May Avail: All Information Management Sector (IMS) Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Report from a certain office/ BPO concerning the system application/s, IT services,
et al. Office of the Chief Information Officer
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Office/BPO to issue report to 1. Acknowledge the
OCIO on the encountered receipt of report of the encountered issue/ Admin
None 15 minutes
issue/problem to OCIO for problem OCIO Proper
resolution
1.2 Once assessed, OCIO will forward the report
Admin
to PMO-PIMS for proper action and further None 1 day
OCIO Proper
investigation.
1.3 Conduct investigation and assessment (2) Social Insurance Assistant I,
None 2-3 days Social Insurance Officer II
PMO-PIMS
1.4 Facilitate series of meetings with Subject 3 to 5 days
Matter Experts (SME) to assess the root cause of
a certain problem *depends on the Senior Manager
None
number of the PMO-PIMS
concerned
office/s

399
 1.5 Consolidate all related documents and (2) Social Insurance Assistant I,
issuances None 1 - 2 days Social Insurance Officer II
PMO-PIMS
1.6 Craft report (TOP-SET) with corresponding
recommendation/s to mitigate or to solve the (2) Social Insurance Assistant I,
issue once all necessary documents has been None 3-5 days Social Insurance Officer II
provided by the concerned office/s. PMO-PIMS

2. Receive copy of the Problem 2.1 Submit report (2) Social Insurance Assistant I,
Management Report None 1 day Social Insurance Officer II
PMO-PIMS
TOTAL: 11 to 17 days

400
2. HANDLING REQUESTS ON MICROSOFT TEAMS AS THE OFFICIAL CORPORATE VIRTUAL TOOL FOR MEETINGS AND LIVE EVENTS.

Microsoft Teams is the hub for teamwork in Microsoft 365. The teams service enables instant messaging, audio and video calling, rich online
meetings, mobile experiences, and extensive web conferencing capabilities. In addition, Teams provides file and data collaboration and
extensibility features, and integrates with Microsoft 365 and other Microsoft ad partner apps.

Office/Division: Project Management Office- PhilHealth Identity Management System

Classification: Simple
Type of Transaction: C2G- Government to Government
Who may avail: All PhilHealth Offices/with or without Microsoft Office 365 License
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
(1)Virtual Tool Request Form (VTRF)
(1) Notice of Meeting PMO-PIMS Office
3. Email Request / Phone Call

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING PERSON

TIME RESPONSIBLE
1. Submit the signed VTRF, NOM 1.1 Receives and log the requests None Administrative
through email or hard copy in 1.2 Check the completeness of the 5 mins Receiving Officer
the PMO PIMS office. received documents
1.3 Forward to the MS Teams Team
1.4 Creation of MS Teams Link None Social Insurance
1.5 Email the requested MS Teams link 5 minutes Assistant I
2. Email request for a copy of 2.1 Download the meeting recording in None 5 minutes Social Insurance
the meeting recording One Drive (dependent on Assistant I
2.2 Email the link to the recording the internet
stability)

TOTAL: NONE 15 Minutes

401
Information Management Sector (IMS)
VI. Task Force Informatics (TFI)

402
1. DATA EXTRACTION
Extraction of Raw Data to desired output layout
Office: Task Force Informatics
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Officers and Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of TFI Request Form TFI Office
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
1. Submit accomplished and 1.1 Accepts and reviews TFI request form for completeness of Clerk III
20mins
approved TFI request Form minimum required information (with expected output layout) TFI
1.2 Records to logs of TFI requests Clerk III
5mins
TFI
1.3 Forwards TFI request form and attachment (if any) to analyst Clerk III
5mins
TFI
1.4 Reviews and assesses output specification requirements and
Analyst
availability and clarity of data/information and assignment of 20mins
TFI
developer; updates log of TFI requests
1.5.1 If ok, forward to developer Analyst
None 5mins
TFI
1.5.2 If not ok, meeting with requesting party to clarify request Analyst,
requirements 1hr Developer
TFI
1.6 Reviews and analyses data and output specification Developer
15mins
requirements TFI
1.7 Creates SIMPLE script Developer
1hr
TFI
1.8 Creates COMPLEX script Developer
1 day
TFI
403
 1.8 Creates HIGHLY TECHNICAL script Developer
3 days
TFI
1.9 Test run script, modifies script, generates output, validates
Developer
results, quality assurance of results and documentation (repeat if 1 day
TFI
needed) for SIMPLE requests
1.10 Test run script, modifies script, generates output, validates
Developer
results, quality assurance of results and documentation (repeat if 5 days
TFI
needed) for COMPLEX requests
1.11 Test run script, modifies script, generates output, validates
Developer
results, quality assurance of results and documentation (repeat if 15 days
TFI
needed) for HIGHLY TECHNICAL requests
1.12 Updates to logs of TFI requests Developer
10mins
TFI
1.13 Secure copy of results to clerk with password created Developer
30mins
TFI
1.14 Informs requesting party of the availability of requested data Clerk III
30mins
TFI
1.15 Releases output to requesting party Clerk III
30mins
TFI
1.16 Copy to storage devise for large volume of data Clerk III
+30mins
TFI
1.17 Updates to logs of TFI requests Clerk III
10mins
TFI
Assumption: The requested data is not available in PCD
TOTAL: 20 days

404
2. DASHBOARD OR REPORTS
Creation of PCD Dashboard or Reports
Office: Task Force Informatics
Classification: Highly Technical
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Officers and Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) Original Copy of Letter Request TFI Office
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE PAID TIME RESPONSIBLE
1. Compose Letter requesting 1.1 Receives and records to logs of TFI requests 20 minutes Clerk
for PCD Dashboard or Report TFI
1.2 Reviews and assesses request specification requirements and 20 minutes Analyst
assignment of developer; updates log of TFI requests TFI
1.3 reviews and drafts design of expected dashboard or report 15 minutes Developer
TFI
1.4 Sets meeting with requesting party 10 minutes Clerk
TFI
1.5 Presents draft and finalizes requirements of requested 1 day Developer,
dashboard or report None Supervisor
TFI
1.6 Generates output, validates results, quality assurance of 1 day
Developer
results and documentation (repeat if needed) for SIMPLE
TFI
dashboard or report
1.7 Generates output, validates results, quality assurance of 5 days
Developer
results and documentation (repeat if needed) for COMPLEX
TFI
dashboard or reports
1.8 Generates output, validates results, quality assurance of 15 days Developer
results and documentation (repeat if needed) for HIGHLY TFI
405
TECHNICAL dashboard and reports
1.9 Updates to logs of TFI requests 10 minutes Developer
TFI
1.10 Informs requesting party of the availability of dashboard or 30 minutes Clerk
report in PCD TFI
1.11 Presents final dashboard or report to requesting party 30 minutes Developer,
Supervisor
TFI
1.12 Copy to storage devise for large volume of data +30 minutes Clerk
TFI
1.13 Updates to logs of TFI requests 10 minutes Clerk
TFI
TOTAL: 20 days

406
D. Legal Sector

407
1. ISSUANCE OF CERTIFICATE OF ONGOING/PENDING INVESTIGATION AGAINST A HEALTH CARE PROVIDER
Issuance of certification is on a per request basis
Office FACT-FINDING, INVESTIGATION, AND ENFORCEMENT DEPARTMENT
Classification: Complex
Type of Transaction: G2G – Government to Government
Who May Avail: Accreditation Committee – PRO and Accreditation Department
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Letter Request (Single Transaction) Accreditation Office / Committee Personnel

FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
Forward Letter – 1.1 Receipt and recording of the request in the Administrative
None 1 day
Request to FFIED department’s transaction recording system Personnel
2.1 Evaluate the request
Department
3.1 Endorse to appropriate Section to facilitate 1 hour
Manager
request
4.1 Administrative Personnel to look into the
database 7 days (depending on the Administrative
5.1 Prepare the certification letter complexity of the request) Personnel
6.1 Seek approval from Department Manager
7.1 Endorse to requesting office Administrative
3 hours
Personnel
TOTAL: None 8 days, 4 hours

408
2. ISSUANCE OF CONTRACT REVIEW FROM INTERNAL LEGAL DEPARTMENT
Render contract review on all contracts or agreements to be entered into by the corporation to ensure that the provisions in the contract are
consistent with the law and applicable rules, equitable and not prejudicial to the corporation.
Office: Internal Legal Department (ILD)
Classification: Highly Technical
Type of Transaction: G2G - Government to Government;
Who may avail: PhilHealth Regional Offices (PROs), Departments, Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Memorandum requesting for Contract Review (original copy) (1 copy) Requesting office
Final draft contract/agreement/document subject for review (original copy or Requesting office
photocopy)(1 copy)
Certification of Complete Staff Work (CSW) - (original copy) (1 copy) Requesting office
Certification of Risk Assessment (if necessary) - (original copy)(1 copy) Requesting office
Other pertinent documents (if necessary) - (original copy or photocopy)(1 copy) Requesting office
If originated from PROs, initial evaluation & recommendation from PRO Legal Office Requesting office
(original copy)(1 copy)
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1. Endorse the request including all the 1.1 Receipt of indorsement of the request None 1 working day Receiving Clerk/ Legal
necessary documents to Internal Legal including all the necessary documents to Assistant
Department Internal Legal Department (ILD) Office of the Senior Vice
President, Legal Sector;

Receiving Clerk/ Legal

Assistant
Internal Legal
Department
None 1.2 Evaluate and assign the request for None 2 working Senior Manager, Internal
contract review Atty. IV/V days Legal Department

409
None 1.3 Conduct research on the laws and None 10 working Atty. IV/ V/ Legal
regulations pertinent to the contract to be days Researcher,
reviewed Internal Legal
Department
None 1.4 Draft contract review/ issue legal None Atty. IV/ V/ Legal
certification Researcher,
Internal Legal
Department
None 1.5 Approve/ Modify draft contract review None 6 working Senior Manager, Internal
days Legal Department
None 1.6 Recommend for approval by the Senior None Senior Manager, Internal
Vice President-Legal Sector Legal Department
None 1.7 Endorse to Office of the Senior Vice None 1 working day Legal Assistant, Internal
President for Legal Sector Legal Department
TOTAL: None 20 working
days
Note: Since contract review is considered as highly technical in nature, its total TAT (Turn-Around-Time) is 20 working days but may be
extended to another 20 working days, as the case may be.

410
3. ISSUANCE OF LEGAL OPINION FROM INTERNAL LEGAL DEPARTMENT
Render legal opinion to issues raised by the addressee that constitute legal matter in reference to interpretation of existing laws and
regulations.
Office: Internal Legal Department (ILD)
Classification: Highly Technical
Type of Transaction: G2G - Government to Government; G2B - Government to Business
Who may avail: PhilHealth Regional Offices (PROs), Departments, Offices, Private Parties
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Memorandum requesting for Legal Opinion (original copy) (1 copy) Requesting office
Pertinent documents (original copy or photocopy) (1 copy) Requesting office
If originated from PROs, Legal Opinion issued by PRO Legal Unit (original Requesting office
copy)(1 copy)
CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON RESPONSIBLE
BE PAID TIME
1. Endorse the request 1.1 Receipt of indorsement of the request None 1 working day Receiving Clerk/ Legal Assistant from
including all the necessary including all the necessary documents to Office of the Senior Vice President for
documents to ILD Internal Legal Department (ILD) Legal Sector; Receiving Clerk/ Legal
Assistant of ILD
None 1.2 Evaluate and assign the request for None 2 working day Senior Manager, Internal Legal
review/opinion of Atty. IV/ V Department
None 1.3 Conduct research on the laws and None 10 working Atty. IV/ V/ Legal Researcher, Internal
regulations pertinent to the issues raised days Legal Department
None 1.4 Draft legal opinion None Atty. IV/ V/ Legal Researcher, Internal
Legal Department
None 1.5 Approve/modify the draft legal opinion None 6 working Senior Manager, Internal Legal
days Department
None 1.6 Recommend for approval by the Senior None Senior Manager, Internal Legal
Vice President-Legal Sector Department
None 1.7 Endorse to Office of the Senior Vice None 1 working day Legal Assistant, Internal Legal
President for Legal Sector (OSVP-LSS) for Department
411
 SVP's approval/ comment/ modification of
legal opinion
TOTAL: None 20 working days
Note: Since legal opinion is considered as highly technical in nature, its total TAT (Turn-Around-Time) is 20 working days but may be extended
to another 20 working days, as the case may be.

412
4. LEGAL OPINION

Review and approval of legal opinion to the issues raised by the addressee that constitute legal matter in reference to interpretation of
existing laws and regulations.

Office: Office of the Senior Vice-President, Legal Sector

Classification: Highly Technical
Type of Transaction: G2G/ GSB
Who May Avail: PhilHealth Regional Offices (PROs), Departments, Offices,
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Draft Legal Opinion Requesting office/ Party
Memorandum requesting for Legal Opinion (original copy) Requesting office/ Party
Pertinent documents (original copy or photocopy) Requesting office/ Party
If originated from PROs, Legal Opinion issued by PRO Legal Unit (original copy) Requesting office/ Party
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
Recording of the received request to the Administration Services
Receive request for legal opinion database and evaluation of the documents for none 30 mins Assistant and Executive
assignment to Internal Legal Department Assistant
For assignment of the Senior Vice-President none 15 mins Senior Vice-President
For updating the database and endorsing the Administration Services
request to the Internal Legal Department none 30 mins Assistant and Process
(routing of the documents) Server
Receive Draft Legal Opinion to the
Review and approval of the Senior Vice-
Office of the Senior Vice President for none 20 working days Senior Vice-President
President
Legal Sector (OSVP-LS)
For docketing of the Legal Opinion. Administration Services
For updating the database and routing to the none 30 mins Assistant and Process
requesting office Server
20 working
TOTAL None
days, 90mins
413
5. CONTRACT REVIEW

Review and approval of Contract Certification on all contracts or agreements to be entered into by the corporation to ensure that the
provisions in the contract are consistent with the law and applicable rules, equitable and not prejudicial to the corporation.

Office: Office of the Senior Vice-President, Legal Sector

Classification: Highly Technical
Type of Transaction: G2G
Who May Avail: PhilHealth Regional Offices (PROs), Departments, Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Draft Contract Certification Requesting office
Memorandum requesting for Contract Review (original copy) Requesting office
Requesting office
Final draft contract/ agreement/ document subject for review (original copy or photocopy)
Certification of Complete Staff Work (CSW) - (original copy) Requesting office
Certification of Risk Assessment (if necessary) - (original copy) Requesting office
Other pertinent documents (if necessary) - (original copy or photocopy) Requesting office
If originated from PROs, initial evaluation & recommendation from PRO Legal Office (original
Requesting office
copy)

PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
Administration
Recording of the received request to the database Services
Receive request for review of contract and evaluation of the documents for assignment to none 30 mins Assistant and
Internal Legal Department Executive
Assistant
For assignment of the Senior Vice-President none 15 mins Senior Vice-
414
 President
Administration
For updating the database and endorsing the
Services
request to the Internal Legal Department (routing none 30 mins
Assistant and
of the documents)
Process Server
Receive Draft Contract Certification to
20 working Senior Vice-
the Office of the Senior Vice President for Review and approval of the Senior Vice-President none
days President
Legal Sector (OSVP-LS)
Administration
For updating the database and routing to the
Services
Internal Legal Department for issuance of Contract none 30 mins
Assitant and
Certification Number
Process Server
20 working
TOTAL None days and 90
mins

415
E. Member Management Group (MMG)

416
1. HANDLING OF INQUIRIES: POLICY GUIDELINES ON MEMBERSHIP, CONTRIBUTION AND BENEFIT AVAILMENT AND CLAIMS CONCERNS
This service provides for the official Reply / Resolutions / Clarifications / Recommendations regarding inquiries pertaining to policies and
guidelines concerning Membership, Contribution, and Benefit Availment.
Office/Division: Member Management Group (All Departments)
Classification: Complex
Type of Transaction: G2G– Government to Government
Who may avail: PhilHealth Offices
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Copy of documents for evaluation (Letter, Memo, Issuances and/or policies, Concerned offices (internal and external clients)
reports and other correspondences.
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Endorsement of documents to 1.1. Receives and logs the documents None 1 working Social Insurance Assistant I;
the OVP-MMG for appropriate containing the inquiry. day Executive Assistant; OVP, MMG
action
1.2. Evaluate to whom the inquiry will be
endorsed for appropriate action by the
concerned Segment.

1.3. Endorse to concerned Segment.

1.4. Concerned Segment receives and logs
the endorsed document.
1.5. Assignment to concerned Segment
head/staff for appropriate action.

1.6. Segment head/staff performs CSW and 5 working Social Insurance Assistant /
prepares draft reply memos and/or days Officer / Specialist of the
recommendations. concerned Segment

417
 1.7. Endorse back to the OVP-MMG for
approval of the reply memos /
recommendations by the Vice President.
1.8. Review and approval by the Vice 1 working day Social Insurance Assistant I;
President Executive Assistant; Vice
2. Receives the Reply / 1.9. Once signed off by the Vice President, President of the OVP, MMG
Resolutions / Clarifications / immediate endorsement to concerned
Recommendations. stakeholders
TOTAL: None 7 working
days

418
2. REQUEST FOR DEVELOPMENT OF BUSINESS OR USER REQUIREMENTS SPECIFICATIONS FOR THE DEVELOPMENT AND ENHANCEMENT OF
IT SUPPORT SYSTEM APPLICATIONS FOR MEMBERSHIP AND CONTRIBUTIONS
Business requirements in the context of software engineering or the software development life cycle, is the concept of eliciting and
documenting business requirements of business users such as customers, employees, and vendors early in the development cycle of a system
to guide the design of the future system.

Office/Division: Member Management Group (PMDMD)

Classification: Highly Technical
Type of Transaction: G2G – Government to Government
Who may avail: Concerned Segments of the MMG
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One original copy of the following: Concerned segments.
- Written request detailing the need for the Business or User Requirements
Specification as requisite for the development or enhancements of systems
applications.
- System Requirement Form (SRF)
- User Acceptance
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Submission of the request for 1.1. Prepare Business / User None *33 working Technical staff and Segment Head
development or enhancement of IT Requirements Specifications (BRS or days of the concerned Department
support application system. URS)
1.2. Secure approval of the BRS / URS 2 working 5 Team members
requests and specifications. days

1.3. Develop or Enhance a prototype 3 working System Analyst and Programmer

for testing days of ITMD
2. Participate in the testing. 1.4. Conduct of functionality testing 5 working System Analyst and Programmer
and submission of findings days of ITMD; Technical Staff of the
concerned MMG Office

419
 1.5. Develop or Enhance the system 5 working System Analyst and Programmer
and conduct of the final testing based days of ITMD
on the submitted findings.

1.6. Conduct of the final testing based 5 working System Analyst and Programmer
on the submitted findings. days of ITMD; Technical Staff of the
1.7. Secure approval of the system. 2 working concerned MMG Office
days

1.8. Implement and monitor the IT 2 working

application system. days
TOTAL: None 57 Working 5 Team members
days
* Well-defined business requirements help lay out a project charter, a critical step in executing business strategy or business goals, and to
take it to the next logical step of developing it into an IT system. This helps monitoring overall project health and provides for positive traction
with key project stakeholders including sponsors.

420
3. REQUEST FOR DATABASE QUALITY AND ANALYSIS
Review, validation and analysis of data pertaining to Membership and Contributions

Office/Division: Member Management Group (PMDMD)

Classification: Complex
Type of Transaction: G2G – Government to Government
Who may avail: Concerned Segments of the MMG
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One original TFI Extraction Request Form Task Force Informatics
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
1. Request for data extraction relative to 1.1. Identify data errors in the None 5 working days Technical staff and head of
contributions and membership database the Division

1.2. Provide criteria for data 5 Team members

extraction

1.3. Organize and validate

extracted data.

1.4. Forward extracted list to

regional offices.
TOTAL: None 5 Working days 5 Team members

421
F. Management Services Sector (MSS)

I. Human Resource Department

422
1. REQUEST FOR EMPLOYEE RECORD
(Certified True Copy of 201 Records, Certificate of Employment, Certificate of Compensation, Certificate of 20% Employee Discount, Service
Records, Leave Credits, and Certificate of Performance Rating)
Office: Human Resource Department/PRO Human Resource Unit
Classification: Simple
Type of Transaction: G2G - Government to Government, G2C - Government to Client
Who May Avail: All PhilHealth Employees and Job Order

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Request for Record Human Resource Department/PRO Human Resource
Unit or in the HRD Website - Downloadable Forms
(http://primehrd-svr.philhealth.gov.ph/hr-forms/)

FEES TO BE PROCESSING PERSON

CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Fill out the HRD 1. Receiving Clerk accepts the properly none 1 hour HRD/ PRO HRU
Form - Request for filled-out Request for Employee Receiving Clerk
Record. Records.
2. Receiving Clerk prepares the requested record (201 Records, none 1 hour HRD/ PRO HRU
Certificate of Employment, Certificate of Compensation, Receiving Clerk
Certificate of 20% Employee Discount, Service Records, Leave
Credits, and Certificate of Performance Rating) and submits the HRMO/Senior
record to the authorized signatory. Manager for HRD
3. Endorses it to the Outgoing Clerk for sending via email or none 1 hour Outgoing Clerk
receiving of the employee.
2. Receive the 3. Files the receiving copy duly signed by the requesting none 1 hour Outgoing Clerk
requested record employee.
TOTAL: none 4 hours
423
2. REQUEST FOR EMPLOYEE DATA RECORD UPDATING

(Birth Certificate, Marriage CertificateTranscript of Records, Barangay Certificate/ID Issuance Forms)

Office: Human Resource Department/PRO Human Resource Unit
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees and Job Order Contractors

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Request for Record Human Resource Department/PRO Human Resource Unit or in
the HRD Website - Downloadable Forms (http://primehrd-
svr.philhealth.gov.ph/hr-forms/)

PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME
RESPONSIBLE
1. Fill out the HRD Form - 1. Receiving Clerk accepts the properly none 5 minutes HRD/ PRO HRU
Request for Record. filled-out Request for Employee Receiving Clerk
Records.
2. Receiving Clerk screens and none 15 minutes HRD/ PRO HRU
authenticate/validate the attachments or Receiving Clerk
supporting documents for completeness
(Birth Certificate, Marriage
CertificateTranscript of Records, Barangay
Certificate/ID Issuance Form)
3. Endorses it to the HRMA/HRMO I for none 5 minutes HRD/ PRO HRU
encoding/updating to the HR databases Receiving Clerk

424
4. HRMA/HRMO I performs HR databases none 15 minutes HRD/ PRO
updating based on the HRMA/HRMO I
authenticated/validated documents
submitted.
5. Once updated, HRMA/HRMO endorses none 5 minutes HRD/ PRO
the authenticated/validated documents HRMA/HRMO I
to the receiving clerk for F201 filing.

6. Files the receiving copy duly signed by none 15 minutes HRD/ PRO HRU
the requesting employee. Receiving Clerk
TOTAL: none 55 minutes

425
3. REQUEST FOR HRIS DATA/REPORTS
(Human Resource Inventory, Total Compensation Framework, HR Statistical Reports)

Office: Human Resource Department

Classification: Simple to Complex
Type of Transaction: G2G - Government to Government
Who May Avail: Internal Offices

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Request for Record Human Resource Department/PRO Human Resource Unit or in
the HRD Website - Downloadable Form (http://primehrd-
svr.philhealth.gov.ph/hr-forms/)

PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME
RESPONSIBLE
1. Fill out the HRD Form - 1. Receiving Clerk accepts the properly none 5 minutes HRD Receiving
Request for Record. filled-out Request for HRIS Data/Reports Clerk

2. Receiving Clerk endorses the request to none 5 minutes HRD Receiving

the HRIS Head for approval Clerk

3. HRIS Head reviews, determines the none 10 minutes HRD - HRIS Head
scope and approves the request.
4. if the request is already available pro- none 5 minutes HRMA
forma, endorses it to the HRMA for data
extraction. If request parameters are HRIS Head
complex, the HRIS Head shall do the data
extraction.

426
 5. Perform data extraction and report none 1 hour for simple HRMA
generation. reports
1-3 days for HRIS Head
moderate reports
5 days for complex
reports
6. Endorses it to the Outgoing Clerk for none 5 minutes Outgoing Clerk
sending via email or receiving of the
employee/office.
2. Receive the requested 7. Files the receiving copy duly signed by none 5 minutes Outgoing Clerk
record the requesting employee/office.
1 hour 35 minutes for
simple reports
3 days days for
TOTAL: none
moderate reports
5 days for complex
reports

427
4. REQUEST FOR EXTERNAL TRAINING
External Training refers to local training activities initiated, organized, offered as public offerings (not exclusive to PhilHealth), and conducted
by training institutions/firms other than PhilHealth. Employees who have been appointed to either career or non-career employees for at
least six (6) months may be allowed to participate in conventions, seminars, conferences, symposia and such other activities conducted by
non-government organizations or private institutions for a fee, as part of the human resource development program of the government,
chargeable to the budget of the Corporation.

Office: Human Resource Department

Classification: Simple Transaction
Type of Transaction: Government to Government
Who May Avail: All PhilHealth Employees (Regular and Casual)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Human Resource Department (Learning and Development
Properly accomplished External Training Nomination Form (Annex B) for Team)/PRO Human Resource Unit or in the HRD Website
Evaluation of HRD-CO or HR Unit-PRO (Editable Form)
Invitation with the course content/syllabus Institution who will conduct/provide the Learning Intervention
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
Submit Properly accomplished Receive, screen, evaluate ETNF and None 1 day HRD/HRU/Receiving Clerk
External Training Nomination Form prepare Corporate Personnel
(ETNF) attached the invitation with Order
course content/syllabus
Sign DRAR (HRD level only) and None 2 days Learning and Development Team
initial CPO Head ,Division Chief,HRD Manager

TOTAL: None 3 days

* The DRAR and CPO will still be signed and processed by Comptrollership Department and OSVP - MSS
* The numbering and posting is being done by PRID - RELMS

428
5. REQUEST FOR EXTERNAL TRAINING

External Training refers to local training activities initiated, organized, offered as public offerings (not exclusive to PhilHealth), and conducted by
training institutions/firms other than PhilHealth. Employees who have been appointed to either career or non-career employees for at least six
(6) months may be allowed to participate in conventions, seminars, conferences, symposia and such other activities conducted by non-
government organizations or private institutions for a fee, as part of the human resource development program of the government, chargeable
to the budget of the Corporation.

Office: Human Resource Department

Classification: Simple Transaction
Type of Transaction: Government to Government
Who May Avail: All PhilHealth Employees (Regular and Casual)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Human Resource Department (Learning and Development

Properly accomplished External Training Nomination Form (Annex B) for Team)/PRO Human Resource Unit or in the HRD Website (Editable
Evaluation of HRD-CO or HR Unit-PRO Form)
Invitation with the course content/syllabus Institution who will conduct/provide the Learning Intervention

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

Submit Properly Receive, screen, evaluate ETNF and None 1 day HRD/HRU/Receiving
accomplished External prepare Corporate Personnel Order Clerk
Training Nomination Form
(ETNF) attached the
invitation with course
content/syllabus

429
Sign DRAR (HRD level only) and initial None 2 days Learning and
CPO Development Team
Head
Division Chief
HRD Manager
Process CPO on availability of None to be determined Budget Analyst
funds/budget by Comptrollership (Comptrollership
Department Department)
Evaluate and Sign DRAR and CPO None to be determined Executive Assistant
by OSVP - MSS SVP - MSS
Number and Post of the signed CPO to None to be determined Administrative Officer
Outlook by PRID - RELMS
TOTAL: 3 days

430
6. REQUEST FOR CERTIFICATION OF TRAININGS ATTENDED
Employees request for certification for all the learning and development programs that they have attended
Office: Human Resource Department/PRO Human Resource Unit
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees (Regular and Casual)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Accomplished Request for Documents Form Human Resource Department/PRO Human Resource Unit or in the
HRD Website (Downloadable Form)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Fill out the HRD Form - Accepts the properly none 30 minutes HRD/ PRO HRU
Request for Record. filled-out Request for Employee Receiving Clerk
Records.
Prepares the requested record and none 5 hours HRD/ PRO HRU Officer
submits the record to the authorized HRMO/Senior Manager
signatory. for HRD

Endorses the Certification to the Outgoing none 1 hour and 30 Outgoing Clerk
Clerk for sending via email or receiving of minutes
the employee.
2. Receive the requested Files the receiving copy duly signed by the none 1 hour Outgoing Clerk
record requesting employee.

TOTAL: none 8 hours or 1 day

7. REQUEST FOR EMPLOYEE RECORD

431
(Certified True Copy of 201 Records, Certificate of Employment, Certificate of Compensation, Certificate of 20% Employee Discount, Service
Records, Leave Credits, and Certificate of Performance Rating)

Office: Human Resource Department/PRO Human Resource Unit

Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees and Job Order

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Request for Record Human Resource Department/PRO Human Resource Unit or in the
HRD Website - Downloadable Forms (http://primehrd-
svr.philhealth.gov.ph/hr-forms/)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Fill out the HRD Form - 1. Receiving Clerk accepts the properly none 1 hour HRD/ PRO HRU
Request for Record. filled-out Request for Employee Receiving Clerk
Records.
2. Receiving Clerk prepares the requested none 1 hour HRD/ PRO HRU
record (201 Records, Certificate of Receiving Clerk
Employment, Certificate of
Compensation, Certificate of 20% HRMO/Senior Manager
Employee Discount, Service Records, for HRD
Leave Credits, and Certificate of
Performance Rating) and submits the
record to the authorized signatory.
3. Endorses it to the Outgoing Clerk for none 1 hour Outgoing Clerk
sending via email or receiving of the
employee.
432
2. Receive the requested 3. Files the receiving copy duly signed by none 1 hour Outgoing Clerk
record the requesting employee.
TOTAL: none 4 hours

8. APPLICATION FOR LEAVE

433
Aside from the Vacation, Sick, Maternity and Paternity Leave, special Leave privileges may be availed for three
(3) days or a combination of any leave for maximum of three days in a given year. Special leave privileges are
non-cumulative and non-convertible to cash. Special privilege leaves include: Funeral/mourning leave,
Hospitalization leave, Accident leave, Relocation leave, Government transaction leave, Calamity leave,
Graduation leave, Enrolment leave, Wedding anniversary leave, and Birthday leave
Office: Human Resource Department/PRO Human Resource Unit
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees (Regular and Casual)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Accomplished Leave Form (Civil Service Form No. 6) (2 Human Resource Department/PRO Human Resource Unit or in the
Original / soft copy) HRD Website - Downloadable Forms (http://primehrd-
svr.philhealth.gov.ph/hr-forms/)
2. Medical Certificate for sick leave incurred for 5 days or more (1 Original Hospital/ Clinic/ Lying-in
/ soft copy)
For Maternity leave application:
1. Medical Certificate issued by a government or private Hospital / Clinic / Lying-in
physician, as proof of pregnancy and estimated type of delivery (Original
/ soft copy - 1 copy)
2. Accomplished Clearance Form (Civil Service Form No. 7) (2 Original) Human Resource Department/PRO Human Resource Unit or in the
HRD Website (Downloadable Form)
3. Solo Parent I.D. for solo parents who want to avail the Department of Social Welfare and Development (DSWD) / Municipal
additional maternity leave of 15 days (1 Original / soft copy) Social Welfare and Development (MSWD)
For Paternity leave application:

1. PSA marriage certificate (1 photocopy) Philippine Statistics Authority (PSA)

434
2. Birth certificate of newly born child (1 photocopy) Hospital / Clinic / Lying-in / Civil Registry / PSA

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Fill out the leave form. 1. Provide the leave form none 1 hour HRD/ PRO HRU
Secure immediate supervisor and Receiving Clerk
Department/Office Head's
recommendation/ approval.
*for vacation leave: filing
should be at least two (2)
working days before actual
leave
*for emergency sick leave:
filing should be done within 2 working
days after
*for maternity leave: filing
should be at least thirty (30)
calendar days in advance
2. Submit the accomplished 2. Check completeness of none 1 hour HRD/ PRO HRU
leave form including the documentary requirements. Receiving Clerk
documentary requirements to the
Receiving Clerk
3. Receive the photocopy of the leave, 3. Review completeness of none 1 hour HRD/ PRO HRU Officer
if applicable. documentary requirements and
certify leave balances.
none 4. Record the approved none 1 hour HRD/ PRO HRU Officer
application
TOTAL: none 4 hours

9. PROCESSING OF SALARY

435
First Salary, Last Salary, Terminal Pay, Salary Adjustment
Office: Human Resource Department/PRO Human Resource Unit
Classification: Complex
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees and Job Order Contractors

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Request for Record Human Resource Department/PRO Human Resource Unit or in the
HRD Website (Downloadable Form)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Fill out the HRD Form - 1. Receiving Clerk accepts the properly none 1 hour HRD/ PRO HRU
Request for Record. filled-out Request for Employee Receiving Clerk
Records.
2. Receiving Clerk prepares the requested none 1 hour HRD/ PRO HRU
record (Service Record, Certificate of Receiving Clerk
Employment, F201 record) and submits
the record to the authorized signatory. HRMO/Senior Manager
for HRD
3. Endorses it to the Outgoing Clerk for none 1 hour Outgoing Clerk
sending via email or receiving of the
employee.
2. Receive the requested 3. Files the receiving copy duly signed by none 1 hour Outgoing Clerk
record the requesting employee.
TOTAL: none 4 hours

10. PROCESSING OF OFFICIAL BUSINESS SLIP

436
This describes the procedures on the processing of Official Business Slip and issuance of Reference Number
Office: Human Resource Department/PRO Human Resource Unit
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees and Job Order Contractors

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Official Business Slip Human Resource Department/PRO Human Resource Unit or in the
2. Certificate of Appearance/ Certificate of Completion of Task HRD Website (Downloadable Form)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Submit the accomplished 1.1 Accept and assess completeness of none 1 hour HRD/ PRO HRU
Official Business Slip Form data Receiving Clerk

Deficient - Inform requesting party of any

deficiency and enumerate the missing
data

1.2. Verify/Validate the purpose of travel

and eligibility of signatory

With Deficiency - Return the form to the

requesting party if the purpose of travel is
not authorized or considered as Official
Business

437
 Complete - Issue a unique OBS Reference
Number

2. Return to the receiving 2.1. Accept the Certificate of Appearance none 1 hour HRD/ PRO HRU
clerk and submit the of Certificate of Completion of Task issued Receiving Clerk
corresponding Certificate of by authorized signatory
Appearance or Certification HRMO/Senior Manager
of Completion Task Deficient - Inform requesting party of any for HRD
deficiency and enumerate the missing
data

2.2. Record the OBS number and reflect none Outgoing Clerk
to the Attendance Monitoring Database

TOTAL: none 2 hours

438
11. REQUEST FOR CORRECTION OF DTR ENTRIES

An employee may request for inclusion of data to Daily Time Records upon submission of requisite supporting documents
Office: Human Resource Department/PRO Human Resource Unit
Classification: Simple
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Employees and Job Order Contractors

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. HRD Form - Daily Time Correction Form Human Resource Department/PRO Human Resource Unit or in the
2. Copy of Guard's Log Book HRD Website - Downloadable Forms (http://primehrd-
3. Letter Request with at least two (2) Witnesses - if no record in the svr.philhealth.gov.ph/hr-forms/)
guard's logbook

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Submit the accomplished 1.1 Receiving Clerk accepts the Daily Time none 1 hour HRD/ PRO HRU
Official Business Slip Form Correction Form and check the Receiving Clerk
and supporting document if completeness of data
applicable
1.2. Evaluate the supporting documents none 1 hour HRD/ PRO HRU
and assess authenticity Receiving Clerk

With Deficiency - Return the form to the HRMO/Senior Manager

requesting party to complete the data for HRD

Complete and In Order - Receive the data

and process the request

439
1.3 Forward to the authorized supervisor none 1 day Approving
for validation/approval of request Officer/authorized
supervisor
Request for pertaining to AM Time "In"
and PM Time "Out" should be supported
by letter request indicating a valid
justifiable reason. Approving Officer is the
HRD Senior Manager.

The HRD-AMLA supervisor is authorized to

approve request for correction of DTR
entries that are not captured due to
system error
1.4. Record the entries to Attendance none 1 hour Outgoing Clerk
Monitoring Database

1.5. Issuance of DTR print out, if none 1 hour Outgoing Clerk

requested
TOTAL: none 5 hours

440
12. PROCESSING OF APPLICATION FOR STUDY LEAVE /VACATION LEAVE FOR PURPOSES OF STUDY

The study leave is an option offered to qualified PhilHealth employees and officers to help them prepare for their licensure examination or
to complete their master's degree.
Office: Human Resource Department/PRO Human Resource Unit
Classification: Complex
Type of Transaction: G2G - Government to Government
Who May Avail: All PhilHealth Regular employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Letter of Intent Employee concerned
2. Application for Leave of Absence (ALA) Form HRD/ PRO HR Unit or HRD Website
3. Application for Clearance Form HRD/ PRO HR Unit or HRD Website
4. Workload Distribution Form HRD/ PRO HR Unit or HRD Website
5. Certificate of No Pending Administrative and Criminal Case OSVP - Legal Sector
6. Certification that profession is relevant to the current job Immediate Supervisor/ Head of Office
7. Certificate of No Current Scholarship Grant HRD/ PRO HR Unit
8. Proof of Enrollment (Registration Card) School or Institution Concerned
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION*
BE PAID TIME RESPONSIBLE
1. Review, screen as to completeness of
requirements, evaluate if qualified or not
1. Submit Letter of Intent with approval of
and prepare the endorsement letter and none 3 working days HRD
immediate supervisor and Head of Office
attached the submitted documents
indicated in the checklist

441
 2. Route the endorsement letter together
2. Submit the accomplished forms in the
with the submitted documents for approval none 2 working days HRD
checklist
of the HRD Senior Manager

3. Prepare and send Notice of Approval to

qualified employee, regret letter if not
qualified, prepare Service Obligation
none 2 working days HRD
Contract and provide all approved
documents to employee concerned, AMLA,
Payroll and HRIS Units for updating records

TOTAL: none 7 working days

*exclusive of review, screen as to completeness of requirements and approval of concerned offices (OSVP-MSS, Sector Head of employee
concerned, OCOO and OPCEO)

442
13. REQUEST FOR PUBLICATION/POSTING OF VACANT POSITION
Notice of Vacancy
Office: Human Resource Department/PRO Human Resource Unit
Classification: Complex
Type of Transaction: G2G (Government to Government)
Who May Avail: All PhilHealth officers and employees

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1.Request for Publication/Posting of Vacant Position Human Resource Department/PRO Human Resource Unit or in the
HRD or PhilHealth Website (Downloadable Form)
Request for Publication/Posting should be submitted at least 5-days before
the scheduled CSC web posting (every 3rd Monday of the applicable of
month)

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Fill out the Request for 1. Receiving Clerk accepts the properly none 1 hour HRD/ PRO HRU
Publication/Posting of filled-out forms (with signature of Receiving Clerk
Vacant Position concerned office/department head)
2. Receiving Clerk provides copy of none 1 hour HRD/ PRO HRU
acknowledged form (signed with date of Receiving Clerk
receipt)
3. Receiving Clerk endorses the Request for none 1 hour HRD/ PRO HRU
Publication/Posting of Vacant position to Receiving Clerk
RSP Staff/HRU Staff

443
2. Receive copy of 4. RSP Staff/HRU Staff validates if vacant none 1 day HRD-RSP Staff/ PRO
acknowledged form position can be published (vacated due to HRU Staff
resignation/retirement/separation of
former incumbent).

4.1 Checks if the reason for vacancy is none HRD-RSP Staff/ PRO
due to resignation/retirement/separation, HRU Staff
if yes, ready for posting

4.2 Checks if the reason for vacancy is none HRD-RSP Staff/ PRO
due to promotion of former incumbent, if HRU Staff
yes, confirm if promotion is validated, if
yes, ready for posting.

5. RSP Staff/HRU Staff prepares the result none 1 day HRD-RSP Staff/ PRO
of evaluation of the request and endorses HRU Staff
to the HRD/HRU Head for
signature/approval
6. RSP Staff/HRU Staff prepares Notice of none 1 day HRD-RSP Staff/ PRO
Vacancy for signature/approval of HRU Staff
authorized official

7. RSP Staff submits the duly signed Notice none 1 day HRD-RSP Staff/ PRO
of Vacancy to the Civil Service Commission HRU Staff
for web posting and ITMD for posting in
the PhilHealth website
TOTAL: none 4 days and 3 hours

444
14. ACCEPTANCE OF LETTER OF INTENT TO RESIGN/RETIRE FROM GOVERNMENT SERVICE
Application for Retirement, Resignation

Office: Human Resource Department/PRO Human Resource Unit

Classification: Complex
Type of Transaction: G2G (Government to Government)
Who May Avail: All PhilHealth officers and employees

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Letter of Intent to resign/retire/transfer

Letter of intent to resign/transfer/retirement should be submitted at

least 30 days before the effectivity of resignation/transfer/retirement.

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Submit letter of intent to 1. Receiving Clerk accepts the letter of none 1 hour HRD/ PRO HRU
resign/transfer/retire intent to resign/transfer/retire Receiving Clerk
2. Receiving Clerk checks if letter of intent none 1 hour HRD/ PRO HRU
is submitted at least 30-days before Receiving Clerk
effective date of
resignation/transfer/retirement

3. Receiving Clerk provides copy of none 1 hour HRD/ PRO HRU

acknowledged letter of intent to Receiving Clerk
resign/transfer/retire (signed with date of
receipt)

445
2. Receive copy of 4. Endorses received Letter of Intent to none 1 hour HRD-RSP staff in-charge
acknowledged letter of resign/transfer/retire to the RSP staff-in-
intent charge
5. RSP Staff-in-Charge prepares Notice of None 2 days HRD-RSP staff in-charge
Acceptance of
Resignation/Transfer/Retirement
5.1 Checks if for optional or mandatory HRD-RSP staff in-charge
retirement, if yes, prepares Notice of
Acceptance
5.2 Checks if employee has pending HRD-RSP staff in-charge
case under Section 12 of RA 3019 (Anti-
Graft and Corrupt Practices Act), if yes,
prepares notice to employee that he/she
shall not be allowed to resign from
his/her position.

6. Endorse the Notice of Acceptance of None 1 hour HRD-RSP staff in-charge

Resignation/Transfer/Retirement to the
authorized official
7. Approve/sign the Notice of Acceptance None 5 days
of Resignation/Transfer/Retirement*

TOTAL: none 7 days 5 hours

*Setting of TAT for the authorized officer to sign the Notice

446
Management Services Sector (MSS)

II. PRID

447
1. REQUEST FOR THE PROVISION OF CORPORATE’S VEHICLES.
This is issued to the requesting party on a request basis.
Office: Motor Pool Unit, General Services and Bldg. Maintenance, Division, Physical Resources and Infrastructure
Department (PRID)
Classification: Simple
Type of Transaction: G2G
Who May Avail: All employees and officers of PhilHealth Central Office.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Approved OBS/CPO Motorpool Unit for VRS, HRD for OBS / Records Mgt. Unit for CPO.
Vehicles Request Slip, VRS
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit requirement/s. 1.1 Receives and None 5minutes upon Admin Staff
registers Motor Pool received of documents
Unit’s document log.
2.1 Evaluates the None 15minutes upon Dispatcher/Admin. Staff
request. received of documents
2.2 Prepares Trip None 15minutes upon Dispatcher/Admin. Staff
Ticket. received of documents
2.3 Informs the None 5minutes upon Dispatcher/Admin. Staff
requesting personnel received of documents
their type of vehicle
and assigned driver.
TOTAL: None 40minutes

448
2. REQUEST FOR GENERAL SUPPORT AND ALLIED SERVICES.
This is issued to the requesting party on a request basis.
Office: Building Maintenance Unit, General Services and Bldg. Maintenance, Division, Physical Resources and
Infrastructure Department (PRID)
Classification: Simple
Type of Transaction: G2G
Who May Avail: All employees and officers in PhilHealth Central Office.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
-Duly signed and filled Request Form. Building Maintenance Unit.-PRID
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit filled up Request 1.1 Receives form/call. None 5minutes upon Admin Staff
Form/Call to Assigned Bldg. received of
Maint. Officer. documents
2.1 Records and prepares Job Request None 10minutes upon Admin Staff
Form. received of
documents
2.2 Submits filled up Job Request Form None 5minutes upon Admin Staff
to Technicians. received of
documents
None 15minutes upon Technician.
2.3 Receives and schedules the service. received of
documents
2.4 Take appropriate action on service None 60minutes Technician.
being requested.

TOTAL: None 1.58hours

449
3. REQUEST FOR SAFETY, SECURITY AND SANITATION.
This is issued to the requesting party on a request basis.
Office: Building Maintenance Unit, General Services and Bldg. Maintenance, Division, Physical Resources and Infrastructure
Department (PRID)
Classification: Simple
Type of Transaction: G2G
Who May Avail: All employees and officers in PhilHealth Central Office.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
-Duly signed and filled Request Form. Building Maintenance Unit.-PRID
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE
Submit filled up 1.1 Receives form/call. None 5minutes upon received Admin Staff
Request Form/Call to of documents
Assigned Bldg. Maint.
Officer.
2.1 Records and prepares None 10minutes upon received Admin Staff
Job Request Form. of documents
2.2 Submits filled up Job None 5minutes upon received Admin Staff
Request Form to of documents
Technicians.
2.3 Receives and schedules None 15minutes upon received Admin. Staff/Security/Utility.
the service. of documents
2.4 Take appropriate None 7hours Admin. Staff/Security/Utility.
action on service being
requested.
TOTAL: None 7.58hours

450
4. REQUEST FOR ENGINEERING AND MAINTENANCE (TECHNICAL ASSISTANCE FOR MYOA AND OFFICE SPACE
EVALUATIONS).
This is issued to the requesting party on a request basis.
Office: Task Force on Corporate Center and Offices (TFCCO), Physical Resources and Infrastructure
Department (PRID)
Classification: Highly Technical
Type of Transaction: G2G
Who May Avail: LHIO Head, GSU Head, MSD Head and other Officers of PhilHealth.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
-Duly signed request letter/memo. Requesting Office.
-Requirements stated in Corporate Guidelines.
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON
PAID RESPONSIBLE
Submit document. 1.1 Receives and registers the None 15minutes upon Admin Staff
documents. received of documents

1.2 Document will be forwarded to SM- None 15minutes upon Admin Staff
PRID. received of documents
2.1 SM-PRID forwards the document to None 15minutes upon SM-PRID
TFCCO for appropriate action. received of documents
3.1 Receives and registers document in None 15minutes upon Admin Staff
office’s document log. received of documents
4.1 Assesses and take appropriate action None 7hours Admin. Officer
on the request.

TOTAL: None 8hours

451
5. REQUEST FOR REQUEST FOR ENGINEERING AND MAINTENANCE (FUND FOR LEASEHOLD IMPROVEMENTS PROJECT).
This is issued to the requesting party on a request basis.
Office: Task Force on Corporate Center and Offices (TFCCO), Physical Resources and Infrastructure
Department (PRID)
Classification: Highly Technical
Type of G2G
Transaction:
Who May Avail: LHIO Head, GSU Head, MSD Head and other Officers of PhilHealth.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
-Duly signed request letter/memo. Requesting Office.
-Requirements stated in Corporate Guidelines.
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
Submit document. 1.1 Receives and registers the None 15minutes upon received Admin Staff
documents. of documents

1.2 Document will be forwarded to None 15minutes upon received Admin Staff
SM-PRID. of documents
2.1 SM-PRID forwards the None 15minutes upon received SM-PRID
document to TFCCO for of documents
appropriate action.
3.1 Receives and registers None 15minutes upon received Admin Staff
document in office’s document log. of documents
4.1 Assesses and take appropriate None 4hours Admin. Officer
action on the request.

TOTAL: None 5hours

452
6. REQUEST FOR RESOURCE EVALUATION.
This is issued to the requesting party on a request basis.
Office: Physical Resources Allocation and Evaluation Section, General Services and Bldg.
Maintenance, Division, Physical Resources and Infrastructure Department (PRID)
Classification: Highly Technical
Type of Transaction: G2G
Who May Avail: LHIO Head, GSU Head, MSD Head and other Officers of PhilHealth.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
-Duly signed request letter/memo. Requesting Office.
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON
PAID RESPONSIBLE
Submit request letter/memo. 1.1 Receives and registers the None 15minutes upon Admin Staff
documents. received of documents

1.2 Document will be forwarded to None 15minutes upon Admin Staff

SM-PRID. received of documents
2.1 SM-PRID forwards the document None 15minutes upon SM-PRID
to GSBMD-PRAES for appropriate received of documents
action.
3.1 Receives and registers document None 15minutes upon Admin Staff
in office’s document log. received of documents
4.1 Assesses and take appropriate None 7hours Admin. Officer
action on the request.

TOTAL: None 8hours

453
7. REQUEST FOR POLICY RESEARCH.
This is issued to the requesting party on a request basis.
Office: Physical Resources Allocation and Evaluation Section, General Services and Bldg.
Maintenance, Division, Physical Resources and Infrastructure Department (PRID)
Classification: Highly Technical
Type of Transaction: G2G
Who May Avail: LHIO Head, GSU Head, MSD Head and other Officers of PhilHealth.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
-Duly signed request letter/memo. Requesting Office.
CLIENT STEPS AGENCY ACTION FEES TO BE PROCESSING TIME PERSON RESPONSIBLE
PAID
None

454
 Phil Health
Your Pllrfner in /1e{l/fh

1..8 !!> r esent d raft: CO/ SOP t.o PRAES Head/ AO I

Divis i on Ohfef GSBMID.
Seni o r Manager PRID & End-
u ser
1. 8 .1 Discuss
comments a,nd 1 'lo'VO r lki ng days
r esolve tssues
1.&.2 Revi se the
draft 1!. worki ng day
1.8..3 Forwa r d to
concerned 1!. workfng day
offices fo r
comments
1.&.4 Receive
comments 1.5 wor k fng days
1 .8 . 5 Rev,ise (er SOP i n p~1 icy
CO/SOP if formu l ation)
n ec·essary l. workfng day

l. . 9 P r epare fi nal coptes 3 workin g days PRA ES Head/ AO I

(ole.cm copy and d r a ft
wate ll'lmark copy) of CO/ SOP
a n d ann exes Cif with
atta chments)'
1!. .1.!0 Prepar~e DRAR f or i n it:ial 1!. worki ng day ASAC
of Divis i on Chief and
slgnatur'e of SM PRID .

l. .11 R·o ute t o other

- beyond con trol/ ASA. C
signatories regu ~a r follow up
1!. .12 If . ret:u rrned "vith 1!. worki n g day ASAC
comm ents... rev~Sie CO/ SOP

1!. .13 If ret:u rrned with out 1!. worki ng day ASAC
cornmen~... t ·o rward to
OPCEO folf a p pl"oval
l. .1.·4 Revie "'" * and Approval of
P CEO
TOTAL: N .IA 67
beyond control/
regu Lar follow up
:.a.vs+ .
ASAC

.,_..____ contra~

455
 G. Office of the President (OP)

I. Office of the Corporate Legal Counsel (OSCLC)

456
1. CORPORATE LEGAL SERVICES
Review of documents prior to approval of the President and CEO (Legal Documents)
Office: Office of the Corporate Legal Counsel
Classification: COMPLEX
Type of Transaction: G2G
Who May Avail: Office of the President and CEO
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
1. Submit Legal 1. Stamp "received" with date the None Receiving staff/
documents to the receiving copy of the requesting Clerk III of OCLC
1 day
Receiving Staff/ office
Personnel
1.2 Refer the legal documents to the None Receiving staff/
None Technical Executive Assistant for 1 day Clerk III of OCLC
review and instruction
1.3 Refer the legal documents to the None Technical Assistant/
None Head of Office for approval/ 1 day Attorney V of OCLC
discussions/ instructions
1.4 Instruct the Admin Officer/ None 1-2 days depending on whether the record is Chief Legal Counsel
personnel to validate and prepare complete or lacking documents necessary for of
None
necessary reply or comments on legal an extensive review of the issues and OCLC
documents concerns presented
1.4 Upon signing, indorse the legal None within the day Administrative
None documents to the Office of the Assistant of the
President / requesting office OCLC
TOTAL: None 5 days

457
2. CORPORATE LEGAL SERVICES
Review of documents prior to approval of the President and CEO (MOAs/Contracts)
Office: Office of the Corporate Legal Counsel
Classification: COMPLEX
Type of Transaction: G2G
Who May Avail: Office of the President and CEO
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None None
FEES TO BE PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
PAID RESPONSIBLE
1. Submit MOAs/ 1. Stamp "received" with date the None 1 day Receiving Staff/
Contract documents to receiving copy of the requesting office Clerk III of the
the Receiving Staff/ OCLC
Personnel
1.2 Refer the documents to the Technical None 1 day Receiving Staff/
Executive Assistant for evaluation, review, Clerk III of the
comments and instructions OCLC
1.3 Refer the MOAs/ Contract documents None 1-3 days depending on whether the Technical
to the Head of Office for confirmations, endorsement is complete or lacking Assistant/
instructions or approval of reviews and documents necessary for an Attorney V of
comments by the Technical Staff extensive review of the issues and OCLC
concerns presented
1.4 Approval of comments and reviews of None within the day Chief Legal
MOAs/ Contracts documents Counsel of OCLC
1.4 Upon signing , indorse the legal None within the day Administrative
documents to the Office of the President / Assistant of the
requesting office OCLC
TOTAL: None 5 days

458
 Office of the President (OP)

II. Office of the Corporate Secretary (CorSec)

459
1. ISSUANCE OF BOARD AND COMMITTEE DIRECTIVES
This is issued to the requesting party on a per request basis, subject to the Provisions of Corporate Order No. 2020-0053, Data Privacy Act of
2012 and its IRR.
Office: Office of the Corporate Secretary
Classification: Simple
Type of Transaction: G2G (internal)
PhilHealth Regional Offices, Local Health Insurance Offices, and Departments/ Offices in the Central
Who May Avail:
Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Accomplished Document Reproduction Request Form stating the specific Office of the Corporate Secretary
topic and purpose of requested document (1 original copy)

PROCESSING
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PERSON RESPONSIBLE
TIME
Submit the Accomplished Document 1. Validate the appropriateness of None 10 mins Division Chief
Reproduction Request Form stating the request Clerk of Board
topic and purpose of requested Corporate Secretary
document to the Office of the
Corporate Secretary
2. Photocopy the document 10 mins Records Custodian

3. Release the requested document 10 mins Records Custodian

TOTAL: None 30 mins

460
2. ISSUANCE OF MINUTES OF MEETINGS
This is issued to the requesting party on a per request basis, subject to the provisions of Corporate Order No. 2020-
0053, Data Privacy Act of 2012 and its IRR.
Office: Office of the Corporate Secretary
Classification: Simple
Type of Transaction: G2G (internal)
PhilHealth Regional Offices, Local Health Insurance Offices and Departments/ Offices in the
Who May Avail:
Central Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Accomplished Document Reproduction Request Form stating the Office of the Corporate Secretary
specific topic and purpose of requested document ( 1 original copy)

PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME
RESPONSIBLE
Submit the Accomplished Document 1. Validate the None 10 mins Division Chief
Reproduction Request Form stating topic and appropriateness of the Clerk of Board
purpose of requested document to the Office request Corporate Secretary
of the Corporate Secretary

None 2. Photocopy the 10 mins Records Custodian

document
None 3.Release the 10 mins Records Custodian
requested document
TOTAL: None 30 mins

461
3. ISSUANCE OF PHILHEALTH BOARD RESOLUTIONS (PBRS)
This is issued to the requesting party on a per request basis, subject to the provisions of Corporate Order No. 2020-0053, Data Privacy Act of
2012 and its IRR.
Office: Office of the Corporate Secretary
Classification: Simple
Type of Transaction: G2G (internal)
PhilHealth Regional Offices, Local Health Insurance Offices, Departments/ Offices in
Who May Avail:
the Central Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Accomplished Document Reproduction Request Form stating the specific topic and
purpose of requested document (1 original copy) Office of the Corporate Secretary
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
Submit the Accomplished Document Reproduction 1. Validate the None 10 mins Division Chief
Request Form stating topic and purpose of requested appropriateness of the Clerk of
document to the Office of the Corporate Secretary request Board
Corporate
Secretary

None 2.Photocopy the document 10 mins Records

Custodian
None 3.Release the requested 10 mins Records
document Custodian
30 mins per
TOTAL: None
PBR

462
4. ISSUANCE OF SECRETARY'S CERTIFICATE
This is issued to the requesting party on a per request basis, subject to the provisions of Corporate Order No. 2020-0053, Data Privacy Act of
2012 and its IRR
Office: Office of the Corporate Secretary
Classification: Simple
Type of Transaction: G2G (internal)
Who May Avail: PhilHealth Regional Offices, Local Health Insurance Offices, and Departments/ Offices in the Central Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Accomplished Document Reproduction Request Form stating the specific topic and purpose of
requested document (1 original copy) Office of the Corporate Secretary
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
Submit the Accomplished 1. Validate the appropriateness of the request 15 mins Division Chief
Document Reproduction Clerk of
Request Form stating topic and Board
purpose of requested document Corporate
to the Office of the Corporate Secretary
Secretary

None 2. Retrieve the original PBR for reference. 10 mins Records

None
Custodian
None 3. Prepare the Secretary’s certificate 15 mins Records
Custodian
None 4. Sign the Secretary’s Certificate 10 mins Corporate
Secretary
None 5. Release the notarized Certificate with the OCS retaining one 10 mins Records
(1) original copy Custodian
TOTAL: None 1 hour
463
 Office of the President (OP)

III. Organization and Systems Development Office (OSDO)

464
1. PROCEDURAL DOCUMENT REVIEW

Review of procedural documentations of office processes, law, regulations and corporate policy implementation such as Standard Operating
Procedures (SOP) and Work Instructions (WINs) in conformity to the implementation of the Corporation's Quality Management System (QMS)
certified under ISO 9001:2015 Standards.
Office: Organization and Systems Development Office
Classification: Highly Technical
Type of Transaction: G2G
Who May Avail: All PhilHealth Program Offices (Proponent)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Original Signed Request for Review of Procedural Document (memorandum)

To be provided by the Proponent Office
endorsed by the Head of Organizational Unit (1 Copy)

Document Routing Slip (Original Copy) To be provided by the Proponent Office

Document Review and Approval Request Form (DRAR) signed by head of the
To be provided by the Proponent Office
proponent office (Original Copy)

Risk Assessment Certification issued by the PMT-Risk (Original Copy) To be provided by PMT-Risk Office

Legal Opinion issued by the Internal Legal Department (Optional) (Original Copy) To be provided by Internal Legal Department

Draft of the Procedural Document (SOP or WINs) with corresponding watermark

To be provided by the Proponent Office
(Original or Photocopy)

Editable electronic copy of the draft of the Procedural Document (SOP or WINs) to
To be provided by the Proponent Office
be sent to the official Microsoft Outlook email address of OSDO

465
Annexes (required forms or documentary information that will be used in the
To be provided by the Proponent Office
implementation)
References (law, regulation, corporate policy and documentations where the
To be provide by the Proponent Office
Procedural Document is based)
FEES
PROCESSING
CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE
TIME
PAID
1. Submit required documents 1.1. Receipt of documents and electronic copy
for initial assessment and of the draft procedure documents that are to be
verification subjected for review. Clerk III/Administration Services
1.2. Record of document details in the Assistant C (ASA C) -OSDO
None 30 minutes
Document Tracking System Business Process Improvement
Team
1.3. Endorse documents to Supervising
Management Specialist.
2.1. Receipt of endorsed documents

2.2. Evaluation of endorsed documents Supervising Management

None None 1 working day Specialist - OSDO Business
2.3. Assignment to Management Specialist II for Process Improvement Team
review

466
 3.1. Review of the procedure documents vis-à-vis
the conformity to the established Quality
Management System requirements of the
Corporation and compliance to existing laws,
rules, corporate policy, etc. which may include
provision of comments and suggestions on the Management Specialist II - OSDO
17 working
subject matter. None Business Process Improvement
days
Team
3.2. Submission of review and comments
provided to the Supervising Management
Specialist with indication of the date of
completion in the Document Routing Slip.
4.1. Receipt of the reviewed procedural
document.

4.2. Review of the output of the Management

Specialist II.

4.2.1 Endorses to the Clerk III/Administration Supervising Management

Services Assistant C (ASA C) the reviewed and None 1 working day Specialist - OSDO Business
concurred output of the reviewing Management Process Improvement Team
Specialist II.

4.2.2 Returns to the reviewing Management

Specialist II for incorporation of corrections,
additional comments and suggestions, if there
are any.
5.1 Receipt of reviewed procedural documents Clerk/ Administration Services
with recommendation for approval Assistant C (ASA C) - OSDO
None None 1 minute
from the Supervising Management Specialist Business Process Improvement
Team
467
 5.2 Endorsement of reviewed procedural
documents to the Department Manager for None 1 minute
approval
6.1 Review and approval of the reviewed
None 2 days Department Manager OSDO
procedure document
6,2 Release of approved reviewed procedure
documents to Clerk / Administration Services None 1 minute Department Manager OSDO
Assistant (ASA C)
7.1. Receipt of reviewed procedure document
None
and attachments
7.2. Record of document details in the Document
Tracking System.
Clerk/ Administration Services
None 30 minutes
2. Receipt of approved 7.3. Release of documents to the proponent Assistant C (ASA C)
reviewed procedure documents office.

TOTAL: None 20 days

468
2. STAFFING ASSESSMENT
Determining the changes in the number of positions needed in the targeted positions/jobs in the future. The staffing assessment requires carefully
thinking about the numbers of staff needed to fulfill the current and future workforce needs. In projecting the staffing needs for the future - the
assessment should be based on realistic projections.

Office: Organization and Systems Development Office

Classification: Highly Technical
Type of Transaction: G2G
Who May Avail: Heads of Organizational Units (Departments/Offices/Sectors)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1 original or photocopy of the following: N/A

Request for Staffing Assessment (memorandum) endorsed by the Head of
Organizational Unit that provides the following information:

1) Considerations in future staffing needs: a) Policy change/new initiative - new

program initiatives or "reforms" may have significant staffing implications; b)
Mandated Regulatory Changes - work requirements that change as a result of laws,
rules and regulations; c) Planned growth/expansion - The demand for services can
changes as a result of population shifts, unemployment rates, or any other social issued
that the demand for human services; and d) Other factors affecting staffing - Any
number of other factors may change staffing requirements. Technological innovations
may reduce the number of employees needed to do the same amount of work. Staffing
ratios may change as a result of available resources and shifting priorities. It is
important to identify the effectivity date of the aforementioned considerations as well
as whether these considerations are firm (final/approved) or projected (awaiting
approval/in the pipeline).
2) Likely impact of workload (e.g. increase/decrease in tasks, volume/quantity,
response time).
3) Anticipated changes in staffing (increase/decrease in full-time equivalents (FTEs))
and projected effectivity date.
4) Competency requirements for the positions/jobs.

469
 FEES TO BE PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
PAID RESPONSIBLE
Forwards Request for Staffing 1. Receives Request for Staffing Assessment, None 10 mins Administrative
Assessment, complete with the including the supporting documents. staff, OSDO
supporting documents.
None 2. Evaluates request, and prepares action and None 10 working days Technical staff,
release documents. OD Team
None 3. Reviews action and release documents, and None 5 working days OD Team Lead
endorses to Senior Manager for approval of the
recommendation.
None 4. Reviews action and release documents, and None 5 working days Senior Manager,
approves/disapproves the recommendation. OSDO

None 5. Forwards action and release documents to the None Within the day the action and Administrative
concerned/requesting organizational unit. release document were signed staff, OSDO
by the Senior Manager

TOTAL: 20 working days

470
 Office of the President
Secretariat for the Bids and Awards Committees

471
1. PROCUREMENT, PLANNING, POLICY AND MONITORING

Preparation of PPMP and APP Appraisal, Review and Consolidation

Office: Secretariat for the Bids and Awards Committees
Classification: Highly Technical
Type of Transaction: G2G- Government to Government
Who May Avail: End users , Budget Officer Designate
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None None
FEES
CLIENT STEPS PROCESSING
AGENCY ACTION TO BE PERSON RESPONSIBLE
(Internal/External) TIME
PAID
1. Year End Plan for Conducts Year End Planning and Assessment End-User/Cost Centers
Activities/Programs/Projects (original and prepares Plan for Activities/Projects (Planning/Budget Officer
copy) including supplies and equipment (i.e Canvass None 1 to 3 Days Designate)
for price indicators and prepares needed
justification if any)
2. Consolidates proposals for TWG-PBC Consolidates proposals for TWG-PBC review BAS Comptrollership Dept.
None 2 Days
review (original submitted hard copy)
3. Deliberates on proposals (original Deliberates on proposals and recommends Planning and Budget
None 1 Day
copy) approval of EXECOM Committee
4. For Approval (original copy) Deliberates on proposals and for approval None 1 Day EXECOM
5. Encode approved COB proposals in the End-users encode EXECOM approved Budget Officer Designate of
None 2 Days
PPMP Module (FMIS-PBS application) proposals in the FMIS-PBS PPMP Module cost centers
6. Request for access to FMIS-PBS PPMP SBAC shall request access to FMIS-PBS PPMP SBAC Staff:
and APP module (original copy of and APP Module from Comptrollership Dept. Senior Social Insurance
None 1 Day
request) Specialist
Administration Services
472
 Officer II
Administration Services
Assistant B
Clerk III
7. Provides access to FMIS-PBS PPMP and Upon receipt of request, shall provide access BAS Comptrollership Dept.
APP modules (confirmation through to FMIS-PBS PPMP and APP modules to SBAC None 1 Day
outlook email)
8. Validate and verify PPMP Module and Log-in to FMIS-PBS account to validate and SBAC Staff:
prepare list of object of expenditures for verify issues on PPMP modules and prepare list Senior Social Insurance
hard coding and save data prior to hard of object of expenditures for hard coding Specialist
encoding (FMIS-PBS application) Administration Services
None 1 Day
Officer II
Administration Services
Assistant B
Clerk III
9. Facilitate hard coding of identified Facilitate hard coding of identified Object of BAS of Comptrollership
Object of expenditures (FMIS-PBS expenditures vis-vis appropriate mode of None 1 Day Dept.
application) procurement.
10. Facilitate and validate consolidation Immediately facilitate consolidation of the SBAC Staff:
of the PPMP and APP (FMIS-PBS PPMP into APP and validation. Senior Social Insurance
application) Specialist Administration
Save icon and select location place the saved None 2 days Services Officer II
APP module per BAC Administration Services
Save APP module according to BAC Assistant B Clerk III
classification. (FMIS-PBS application)

473
11. Draft pertinent documents, e.g. Draft pertinent documents e.g, Endorsement SBAC Staff:
endorsement to BAC resolution and Letter to GPPB and Resolutions to classification Senior Social Insurance
corporate orders (original copy) and Corporate Orders on Resolutions to BAC Specialist Administration
GS/ITR/Consulting/INFRA and facilitate initial Services Officer II
review of the BAC Resolution Administration Services
Facilitate review of BAC Resolution and Assistant B Clerk III
Corporate Order (original copy)
None 1 Day

Present APP, BAC Resolution and

Corporate Order to the four (4) BAC for Print the APP as well as the final draft BAC
conformation and facilitate signing of APP Resolution and Corporate Order and present
and its supporting documents to the BAC for final review and confirmation of
(original copy) mode of procurement
12. Facilitate issuance of Corporate Order Once APP is signed by the HOPE, facilitate the SBAC Staff: Senior Social
control no., scanning and conversion, etc. following; submission to Records for issuance Insurance Specialist
(original copy) of corresponding Corporate Order, scanning of Administration Services
CO, conversion into portable document format Officer II Administration
(PDF) and request for messengerial / courier Services Assistant B Clerk III

None 1 Day
Distribution to the following offices;
Prepare soft copies on 8 DVD media and GPPB-TSO
endorsed to recipient (scanned/soft copy) Comptrollership Dept.
Records
ITMD
PRID
SBAC
COA
474
Issue Advisory to all End-Users Issue advisory to all concerned end-users for
the submission of their respective purchase
request along with corresponding supporting
documents
TOTAL: None 18 days

475
 EXTERNAL : CORORATE ACTION CENTER (CAC) FEEDBACK AND COMPLAINTS MECHANISM
How to send feedback? All external clients, including government channels (i.e. 8888, CSC-CCB, e-FOI, PCC, ARTA, etc.) and media
can send feedback (complaints, suggestions and commendations) to PhilHealth through any of the
following communication channels of the Corporate Action Center and regional counterparts:
Email:
- actioncenter@philhealth.gov.ph or
- email address of PhilHealth Regional Offices (PROs), Branches, and Local Health Insurance offices
(LHIOs) posted in Philhealth website (www.philhealth.gov.ph)
Call:
- hotline 8441-7442
- phone number of PROs, Branches and LHIOs posted in Philhealth website (www.philhealth.gov.ph)
Social Media:
- "@PhilHealthofficial" Facebook page
Walk-In:
- CAC Walk-In Counter, PhilHealth Head Office, Room 707 CityState Centre, 709 Shaw Boulevard,Brgy.
Oranbo, Pasig City
- PhilHealth Regional and Local Offices with addresses posted at Philhealth website
(www.philhealth.gov.ph)

476
How feedbacks are processed? 1. Receiving and Initial Validation

The Responsible CAC Team managing the channel or assigned Action Officer Designates (AODs) in PROs
and LHIOs:
a. Receives client feedback
b. Requests consent on use of personal information, then verifies concern with the client, evaluates client
feedback and profile/records, previous transactions of client through Customer Service Management
System (CSMS)
c. Requests for additional BASIC information/documents required for processing.
Note:
Required documents may include:
- "Salaysay", attached pay slips and other proof, if client feedback is a complaint against non-remitting
employer
- Usual basic information and documents required in PhilHealth processes, in accordance with existing
corporate policies and rules and Citizen's charter
d. Identifies responsible office to handle transaction (based on function, jurisdiction and lodged
authority)
e. Determines complexity of processing and corresponding TAT in accordance with EODB Law.
- Simple (3 working days from receipt of PhilHealth) - if processing and final response is ministerial not
requiring review and approval process.
- Complex (7 working days from date of receipt by PhilHealth) - if endorsement of transaction (if
applicable), processing and final response require regular review and approval process
- Technical (20 working days from date of receipt by PhilHealth) - if endorsement of transaction (if
applicable), processing and final response require technical/management review and approval process

477
2. Acknowledgment and Initial Response
The handling office (CAC or endorsee office):

a. Endorse the transaction to an appropriate office through CSMS (If Level 2)

b. Issues or communicates acknowledgment and initial response to client/government channel if the final
response is not readily available.

Note: Initial response includes (1) "concrete and specific action within 72 hours" in accordance with
Executive Order No. 6, 2016; (2) transaction reference number, (3) contact information of office for
follow-up i.e. hotline 02-8441-7442 and actioncenter@philhealth.gov.ph. or local hotline or email of PRO
or LHIO)
3. Provision of Relevant Services
The handling office:
a. Requests client for additional TECHNICAL information/documents required for processing, if any (For
technical transactions).
Note: If requiring the release of Personally Identifiable Information, require at least 3 correct information
validated against client's database records for information security purposes.
b. Provides services as may be related to the client's concern, in accordance with existing corporate
policies and procedures.
c. Provides redress to the client for non-conforming services (i.e. correction of errors, giving of apology to
the client, correction of other affected processes or services)
4. Respond to the Client (including Government Channel)
The handling office:
a. Prepares, reviews, and approves (or pre-approve) final response to client
b. Releases approved/pre-approved response to client and government channel, if applicable, within the
prescribed TAT.
c. In case the needed processes cannot be completed within the prescribed TAT, the CAC (for govt lodged
tickets) or handling office (for clients) informs the client before the deadline about the needed TAT
extension which shall not exceed an additional 3, 7 and 20 working days for simple, complex and
technical transactions respectively.
d. If government-lodged, the CAC provides updates to government channels and facilitates closure.
478
How to file a complaint? All external clients, including government channels (i.e. 8888, CSC-CCB, PCC, ARTA, etc.) and media can
send complaints to PhilHealth through any of the following communication channels of the Corporate
Action Center and regional counterparts:
Email:
- actioncenter@philhealth.gov.ph or
- email address of PhilHealth Regional Offices (PROs), Branches, and Local Health Insurance offices
(LHIOs) posted in Philhealth website (www.philhealth.gov.ph)
Call:
- hotline 8441-7442
- phone number of PROs, Branches and LHIOs posted in Philhealth website (www.philhealth.gov.ph)
Social Media:
- "@PhilHealthofficial" Facebook page
Walk-In:
- CAC Walk-In Counter, PhilHealth Head Office, Room 707 CityState Centre, 709 Shaw Boulevard, Brgy.
Oranbo,Pasig City
- PhilHealth Regional and Local Offices with addresses posted at Philhealth website
(www.philhealth.gov.ph)

479
How complaints are processed? 1. Receiving and Initial Validation

The Responsible CAC Team managing the channel or assigned Action Officer Designates (AODs) in PROs
and LHIOs:
a. Receives client feedback
b. Requests consent on use of personal information, then verifies concern with the client, evaluates client
feedback and profile/records, previous transactions of client through Customer Service Management
System (CSMS)
c. Requests for additional BASIC information/documents required for processing.
Note:
Required documents may include:
- "Salaysay", attached payslips and other proof, if client feedback is a complaint against non-remitting
employer
- Usual basic information and documents required in PhilHealth processes, in accordance with existing
corporate policies and rules and Citizen's charter
d. Identifies responsible office to handle transaction (based on function, jurisdiction and lodged
authority)
e. Determines complexity of processing and corresponding TAT in accordance with EODB Law.
- Simple (3 working days from receipt of PhilHealth) - if processing and final response is ministerial not
requiring review and approval process.
- Complex (7 working days from date of receipt by PhilHealth) - if endorsement of transaction (if
applicable), processing and final response require regular review and approval process
- Technical (20 working days from date of receipt by PhilHealth) - if endorsement of transaction (if
applicable), processing and final response require technical/management review and approval process

480
2. Acknowledgment and Initial Response
The handling office (CAC or endorsee office):

a. Endorse the transaction to an appropriate office through CSMS (If Level 2)

b. Issues or communicates acknowledgment and initial response to client/government channel if the final
response is not readily available.

Note: Initial response includes (1) "concrete and specific action within 72 hours" in accordance with
Executive Order No. 6, 2016; (2) transaction reference number, (3) contact information of office for
follow-up i.e. hotline 02-8441-7442 and actioncenter@philhealth.gov.ph. or local hotline or email of PRO
or LHIO)
3. Provision of Relevant Services
The handling office:
a. Requests client for additional TECHNICAL information/documents required for processing, if any (For
technical transactions).
Note: If requiring the release of Personally Identifiable Information, require at least 3 correct information
validated against client's database records for information security purposes.
b. Provides services as may be related to the client's concern, in accordance with existing corporate
policies and procedures.
c. Provides redress to the client for non-conforming services (i.e. correction of errors, giving of apology to
the client, correction of other affected processes or services)
4. Respond to the Client (including Government Channel)
The handling office:
a. Prepares, reviews, and approves (or pre-approve) final response to client
b. Releases approved/pre-approved response to client and government channel, if applicable, within the
prescribed TAT.
c. In case the needed processes cannot be completed within the prescribed TAT, the CAC (for govt lodged
tickets) or handling office (for clients) informs the client before the deadline about the needed TAT
extension which shall not exceed an additional 3, 7 and 20 working days for simple, complex and
technical transactions respectively.
d. If government-lodged, the CAC provides updates to government channels and facilitates closure.
481
 ANTI-RED TAPE AUTHORITY (ARTA):
info@arta.gov.ph
complaints@arta.gov.ph
Stop Red Tape - Anti-Red Tape Authority (arta.gov.ph)
Call:
(02) 8478-5091
(02) 8478-5093
(02) 8478-5099

PRESIDENTIAL COMPLAINT CENTER (PCC):

pcc@malacanang.gov.ph
Call:
+63(2)-8736-8645
Contact Information of ARTA, PCC, +63(2)-8736-8603
and CCB +63(2)-8736-8629
+63(2)-8736-8621

Telefax:
+63(2)-87368621

Postal Service: Bahay Ugnayan, J.P. Laurel Street Malacañang, Manila

CONTACT CENTER NG BAYAN (CCB):

email@contactcenterngbayan.gov.ph
www.contactcenterngbayan.gov.ph

SMS: 0908-8816565
Call: 1-6565 (Php5.00+VAT per call anywhere in the Philippines via PLDT landline

482
 INTERNAL: HUMAN RESOURCE DEPARTMENT FEEDBACK AND COMPLAINTS MECHANISM

Feedback and complaints are sent directly to email addresses of the HRD Units concerned. There is an
How to send feedback? intranet website for the Human Resource Department where the email addresses of HRD Units/Teams are
published and accessible to employees.

Feedback that can be resolved within the jurisdiction of the employee concerned are acted upon
How feedbacks are processed? immediately by the HR Staff concerned. Those that needs to be elevated to the supervisor will be acted
upon by the supervisor. Some items shall be elevated to the Section Chief, Division Chief, HRD Head, MSS
Head and ExCom Level, depending on the nature of the feedback/complaint.

Complaints can either be reported to the HRD/HRU through a face-to-face Transaction. It can also be
How to file a complaint?
documented through an incident report to be submitted to the HRD. It can also be forwarded to the HRD
through email. HRD also accepts anonymous complaints.

Complaints are processed by the HRD Head by referring the concern to responsible HR Unit for validation of
How complaints are processed?
the concern and root-cause analysis if found valid, then a recommended course of action, subject to the
approval of the HRD Head. The approved action shall then be acted upon until the complaint is resolved.

Contact Information of (office) Human Resource Department Landline 8706-6735

483
 LIST OF OFFICES

OFFICES ADDRESS CONTACT INORMATION

Regional Office Akia Building, Old De Venecia Highway (075) 515-1111; (075) 5230647 (fax)
PRO I – Dagupan Dagupan City, Pangasinan region1@philhealth.gov.ph

Local Health Insurance Offices

LHIO Ilocos Norte Ground Floor, Valdez Building A, Valdez (077) 600-0482; (077) 770-4945 (fax)
Center, Barangay 1, San Francisco, San laoag.pro1@philhealth.gov.ph
Nicolas, Ilocos Norte

LHIO Ilocos Sur 2/F Henady Bldg., del Pilar St., cor. Salcedo (077) 604-0008
St., Vigan City, Ilocos Sur vigan.pro1@philhealth.gov.ph

LHIO La Union G/F CSI The City Mall Inc., Brgy. Biday, San (072) 607-7162
Fernando City, La Union launion.pro1@philhealth.gov.ph

LHIO Western Pangasinan G/F Marmor Realty, Quezon Avenue, (075) 523-1860; (075) 551-6520
Poblacion, Alaminos City, Pangasinan alaminos.pro1@philhealth.gov.ph

LHIO Eastern Pangasinan CBE Estrada Prime Holdings Inc., 3rd Floor CB (075) 600-5829; (075) 656-2030 (fax)
Mall, Mc Arthur Highway, Nancayasan, urdaneta.pro1@philhealth.gov.ph

484
 Urdaneta City, Pangasinan
LHIO Central, Pangasinan 2nd BHF Family Plaza, Mayombo District, (075) 522-3122
Dagupan City pmac.pro1@philhealth.gov.ph

Satellite Office

Candon City Stern Real State Bldg., San Nicolas, Candon (077) 632-1188
City, Ilocos Sur (beside CSI Mall) candon.pro1@philhealth.gov.ph

San Carlos City 2nd Floor Magic Mall, Roxas Blvd., San Carlos (075) 634-6538; 532-1111
City, Pangasinan sancarlos.pro1@philhealth.gov.ph

Mangatarem 2/F Magic Mall, Romulo High Way, (075) 523-0845

Mangatarem, Pangasinan mangatarem.pro1@philhealth.gov.ph

Agoo GSV Building, National Hi-way, San Agustin (072) 682-0297

Norte, Agoo, La Union agoo.pro1@philhealth.gov.ph

PhilHealth Express
2/F Lingkod Pinoy Center, Robinsons Place (075) 632-0107
Calasiao, Pangasinan (075) 632-0107 pxcalasiao.pro1@philhealth.gov.ph
pxcalasiao.pro1@philhealth.gov.ph

San Nicolas, Ilocos Norte Level 1 Robinson's Place, San Nicolas, Ilocos (077) 772-2848
Norte (West side) pxsannicolas.pro1@philhealth.gov.ph

485
 OFFICES ADDRESS CONTACT INORMATION
Regional Office The Builder’s Place, Del Rosario St. Tuguegarao (078) 255-1342; (0917) 8357544
PRO II - Tuguegarao City, Cagayan 3500 info.pro2@philhealth.gov.ph

Local Health Insurance Offices

Tuguegarao City Juliana Square Building, Rizal St., Centro 04, (078) 844-0271; (0917) 7028135
Tuguegarao City, Cagayan tuguegarao.pro2@philhealth.gov.ph

Ilagan, Isabela Abarca Building, V. Cureg St. (078) 624-0259; (0995) 6590670
Calamagui 2nd, Ilagan, Isabela ilagan.pro2@philhealth.gov.ph

Cauayan, Isabela 2nd Floor, LetJoelou Bldg., Canciller Ave. (078) 652-4166 ; (0917) 8659865
District 1 cauayan.pro2@philhealth.gov.ph
Cauayan City, Isabela
Santiago City, Isabela (078) 3050181; (0945)3201872
Ground Floor, MECC Bldg., National Highway, santiago.pro2@philhealth.gov.ph
Villasis
Santiago City, Isabela
Solano, Nueva Vizcaya (0935) 3337886
solano.pro2@philhealth.gov.ph
One Asia Place, National Highway, Barangay solanohead.pro2@philhealth.gov.ph
Quezon, Solano, Nueva Vizcaya

Aparri Business Center Corner Bonifacio and Enrile Sts, Barangay (0915) 2647573
Macanaya, Aparri, Cagayan

Batanes Business Center Block 2, Lot 17, Cantor Street

Barangay Kayvaluganan (0919) 9951024

486
 Basco, Batanes

Roxas Service Desk Roxas Municipal Hall, 2nd Floor, Roxas, Isabela

Cabagan Service Desk Cabagan Municipal Hall, Cabagan, Isabela

PhilHealth Express

PhilHealth Express – Tuguegarao Cagayan Valley Medical Center

8:00am - 2:00pm – Daily

PhilHealth Express – Santiago

Robinson's Place, Santiago City
10:00am - 6:00pm - Tuesday to Friday
PhilHealth Express - Nueva Vizcaya
Bambang Rural Health Unit
8:00am - 5:00pm - Daily

487
Offices Address Contact Information
Regional Office SNOBT Inc. Bulding, No. 19 Leonard Wood (074) 444-5345; 444-8361; 444-9862
PRO CAR - Baguio Road Baguio City 2600 car@philhealth.gov.ph

Local Health Insurance Offices

Ground Flr., VP Skyview Building, Magallanes (074) 752-7924; (0999) 777-6100
Bangued, Abra St., Zone 5, Bangued, Abra 2800

Baguio City SNOBT Inc. Building, No. 19 Leonard Wood (0929) 370-5617
Road, Baguio City 2600

La Trinidad, Benguet Dangwa Tranco Compound, Km. 2 Betag, La (074) 424-8937

Trinidad, Benguet, 2601

Lagawe, Ifugao 2nd Flr., JDT Bldg., Lagawe, Ifugao 3600 (074) 382-2173; (0917) 574-7485
(074) 382-2173; (0917) 574-7485

Tabuk, Kalinga 1st Flr. Richmond Bldg., Purok 4, Bulanao, (0915) 779-6615
Tabuk City, 3800

Bontoc, Mt. Province 1st Flr., Kedawen Bldg., Poblacion, Bontoc, (074) 602-1510; (0921) 471-9848
Mt. Province 2616

Apayao Business Center Poblacion, Luna, Apayao (0915) 975-3365

488
 Offices Address Contact Information
Regional Office G/F PhilHealth Bldg., Lazatin Blvd., San Agustin, (045) 961-1977; (045) 961-3949
PRO III-A - San Fernando San Fernando City, Pampanga C-2000 loc. 4330

PRO III Branch A 2/F PhilHealth Bldg., Lazatin Blvd., San Agustin,
San Fernando City, Pampanga C-2000 (045) 961-0710 loc. 4321

Local Health Insurance Offices

San Fernando G/F PhilHealth Bldg., Lazatin Blvd., San Agustin, (045) 963-1155 loc. 4310
San Fernando City, Pampanga C-2000

Angeles City Ground Floor, ABC Bldg., Nepo Commercial Complex, (045) 322-7162 loc. 4350
Doña Teresa Ave., Angeles City C-2009

Olongapo City 1120 Rizal Ave., East Tapinac, Olongapo City C-2200 (047) 222-9427 loc.4354

Iba, Zambales ACM Bldg., Zone 6, Iba, Zambales C-2201 (047) 811-3690 loc. 4355

Tarlac City 3F My Metro Town Mall, Sto. Cristo, Tarlac City C-2300 (045) 491 4696

Balanga, Bataan 2/F Zabala Bldg. II, Primrose St., Doña Francisca Subd., (047) 237-1921
Balanga City C-2100

489
PhilHealth Express

Robinsons Starmills 2F Robinsons Starmills, Brgy. San Jose, City of San

Fernando, Pampanga

Mariveles, Bataan AFAB Bldg., Freeport Area of Bataan (FAB), Mariveles,

Bataan

Robinsons Tarlac 2nd Floor Robinsons Supermarket, McArthur Highway,

Brgy. San Miguel, Hacienda Luisita, Tarlac City, Tarlac

Marquee Mall, Angeles City Dinalupihan Municipal Hall, Bataan

Service Desk

LGU Sta. Cruz, Zambales

LGU Subic, Zambales
LGU San Antonio, Zambales
Harbor Point Mall, Subic Bay Freeport Zone
Satellite Office 3rd Floor, SM Government Center-SM City, City of San
Fernando, Pampanga
SM Pampanga

Business Center

One Stop Shop for OFWs (Clark Freeport Zone, Pampanga)

Jose Abad Santos Ave., Clark Freeport Zone, Jose Abad Santos Ave., Clark Freeport Zone, Angeles City,
Angeles City, Pampanga Pampanga

490
 Offices Address Contact Information
Regional Office The Cabanas Mall of Malolos 2nd and 3rd (044) 796-1559; (044) 796-1560 loc. 4400
PRO III-B - Malolos floors N4 Bldg. Km. 44/45 MacArthur
Highway Longos, Malolos City, Bulacan
Local Health Insurance Offices

Malolos, Bulacan The Cabanas Mall of Malolos 2nd and 3rd (044) 796-1559; (044) 796-1560 loc. 4400;
floors N4 Bldg. Km. 44/45 MacArthur (044) 796-3481
Highway Longos, Malolos City C-3000

Sta. Maria, Bulacan A&E Bldg. 3, Gov. F. Halili Ave., Brgy.

Bagbaguin, Sta. Maria, Bulacan C-3022 (044) 288-2617 loc. 4457

Cabanatuan, Nueva Ecija 3/F NE Pacific Mall, Maharlika Highway, (044) 940-3723 loc. 4458
Cabanatuan City, Nueva Ecija, C-3100

Gapan, Nueva Ecija Tioseco-Sta Ines (TSI) Bldg., Brgy. Sto Niño,
Gapan City, Nueva Ecija (044) 486-9570 loc. 4459

Baler, Aurora NE Baler, 2nd Floor, Brgy Suklayin, Baler (0920) 538-9471
Aurora C-3200

PhilHealth Express
4th Floor, Lingkod Pinoy Desk, Robinsons
Robinsons Malolos Place Malolos, McArthur Highway, Sumapang
Matanda, City of Malolos, Bulacan

491
Guimba, Nueva Ecija Ground Floor, JCB Bldg., Brgy. Cawayang
Bugtong, Guimba, Nueva Ecija

NE Bodega Mall, Brgy. Abar 1st, San Jose City, NE Bodega Mall, Brgy. Abar 1st, San Jose City,
Nueva Ecija Nueva Ecija

Annex Bldg., Municipal Comp., Baliuag, Annex Bldg., Municipal Comp., Baliuag,
Bulacan Bulacan

3F Starmall, Kaypian Road, Brgy. Kaypian,San 3F Starmall, Kaypian Road, Brgy. Kaypian,San (044) 797-0354
Jose Del Monte Bulacan Jose Del Monte Bulacan

492
 Offices Address Contact Information
Regional Office VCP Building, Block 56, Lot 11, 68 Kalayaan (02) 8441-5673
PRO NCR Avenue
Teacher’s Village West, Quezon City

Branch Office

PRO NCR North - Manila Ten Commandments Building, 689 Rizal

Avenue Extension, Gracepark, Caloocan City
Local Health Insurance Office
JARS Buidling, 1810 J.P. Laurel St., San (02) 8521-7321
Manila Miguel, Manila so.manila@philhealth.gov.ph

Caloocan 5th Floor, Victory Central Mall, Rizal Avenue (02) 8365-0464
Extension, Gracepark, Caloocan City

Valenzuela 4/F Puregold, Paso de Blas Road Cor. East (02) 8277-4863
Service Road North, Valenzuela City

Mandaluyong 3rd Floor, 500 Shaw Zentrum Mall, Shaw (02) 8532-0449
Boulevard, Mandaluyong City

PhilHealth Express

Robinsons Otis 2/F Robinsons Otis, Guanzon Street, Paco,

Manila
Robinsons Place Manila
Lingkod Pinoy Center, Pedro Gil St. Ermita
Manila
Open every Tuesday & Thursday
Lucky Chinatown, Binondo, Manila
493
 Lucky Chinatown, 3/F City Place Lucky
Chinatown
LRT North Mall, Caloocan Annex Regina Binondo Manila

Robinsons Malabon 4/F Caloocan LRT North Mall, Rizal Avenue

Extension, Caloocan City

Governor Pascual Avenue cor Crispin St

Tinajeros Malabon City

Business Center
Unit 172, 17/F, The Columbia Tower, Ortigas
POEA-OFP Operations (Backroom Office) Ave., Mandaluyong City

POEA-OFP Operations G/F Blas Ople Building, Ortigas Avenue, EDSA

Mandaluyong City

494
 Offices Address Contact Information
Branch Office
PRO NCR Central - Quezon City Corporate 145 Building, 145 Mother Ignacia
St., Brgy. South Triangle, Quezon City, 1103
Local Health Insurance Office (02) 8332-1557
Lower Ground Floor, Corporate Building 145
South Triangle, Quezon City Mother Ignacia, Barangay South Triangle,
Quezon City

OWS Bldg., Blk 237, Lot 19, Neoplolitan IV, (02) 8356-7461
Fairview, Quezon City Britanny Subd.,Barangay Pasong Putik,
Quezon City, 1118
(02) 8997-8377
Rizal Fibertex Building, Corner Don Mariano
Subdivision, Ortigas Extension, San Juan,
Cainta, Rizal 1900
PhilHealth Express

Ali Mall 3rd Floor, Gov't. Center, Ali Mall, Araneta

Center,Cubao, Brgy. Soccorro, Quezon City
Open every Wednesday

SM North Edsa Ground Floor, Gov't. Services Center, SM

North EDSA Annex,
Brgy. Bagong Pag-Asa. Quezon City
Open every Thursday

Robinsons Galleria Lower Ground Floor, Robinsons Galleria,

EDSA Ortigas,Brgy Ugong Norte, Quezon City
Open every Tuesday

495
 2nd Floor Lingkod Pinoy Center, Robinsons
Robinsons Antipolo Place, Antipolo, Rizal 1870
Open every Tuesday & Thursday

Municipal Gymnasium, Barangay Balite,

Rodriguez, Rizal Rodriguez, Rizal 1860
Open every Monday & Wednesday

496
 Offices Address Contact Information
Branch Office
PRO NCR South - Pasig
8007 Pioneer St., Brgy Kapitolyo, Pasig City

Local Health Insurance Offices

Pasig Ground Floor, Iriz One Corporate Centre

35 Meralco Avenue, Cor. Segundo Street, San
Antonio, Pasig City

Taguig Global Satellite Office, 7th Floor

SM Aura Tower, Bonifacio Global City, Taguig

Makati 2326 Chino Roces Ave., Extension, Brgy. Magallanes,

Makati City

Las Piñas 471 Editha Bldg., Almanza I, Alabang Zapote road, Las
Pinas City

HRDC Bldg., KM 16 Acsie rd. cor. West Service Road,

Parañaque Bgry. Marcelo Green, Parañaque City

PhilHealth Express

Robinsons Metro East 3/F Robinson's Metro East Lingkod Pinoy Marcos
Highway, Brgy. Sta. Lucia, Pasig City

Robinsons Place Las Piñas Basement Level, Lingkod Pinoy Center, Alabang-
Zapote Road, Talon Dos, Las Piñas City
497
Muntinlupa City Hall Main Building, Ground Floor, Philippine Business
Registry, National Road, Putatan, Muntinlupa City
Temporarily Closed

Satellite Office
7th floor SM Aura Office Tower, 26th st cor. McKinley
Global City, Taguig Parkway, Bonifacio Global City, Taguig City

498
 Offices Address Contact Information
Regional Office Lucena Grand Central Terminal, Brgy. Ilayang member.pro4a@philhealth.gov.ph
PRO IV-A - Lucena Dupay, Lucena City

Local Health Insurance Offices

San Pablo, Laguna Cosico Avenue Brgy. Del Remedio, San Pablo (049) 562-7027 (fax); (049) 562-9242
City, Laguna(near Laguna State Polytechnic sanpablo.pro4a@philhealth.gov.ph
University, San Pablo City campus)

Trece Martires City, Cavite 1 FS Building, Governor’s Drive (046) 419-1686; (046) 419-0701
Brgy. Hugo-Perez, Trece Martires City, Cavite trecemartires.pro4a@philhealth.gov.ph

Dasmariñas City, Cavite 2nd Flr., Central Mall Annex, Aguinaldo (046) 472-0501; (046) 472-0468
Highway,Salitran II, Dasmariñas Cavite dasma.pro4a@philhealth.gov.ph

Calamba, Laguna CMC Annex Bldg. National Highway Crossing, (049) 502-5697; (049) 544-4551
Real, Calamba City calamba.pro4a@philhealth.gov.ph

Gumaca, Quezon Manuelito Lorica Bldg., Brgy. Pipisik, Gumaca (042) 317-7754
Quezon gumaca.pro4a@philhealth.gov.ph

Lucena City, Quezon LGCTI Bldg., Diversion Road, Brgy. Ilayang (042) 3736703; (042) 373-6359
Dupay, Lucena City lucena.pro4a@philhealth.gov.ph

PhilHealth Express

Robinsons Sta. Rosa City, Laguna

Robinsons Place Dasmariñas City, Cavite
Robinsons Place Bacao, Gen. Trias, Cavite

499
Service Desk
3rd Floor Robinsons Galleria South Km. 31
San Pedro, Laguna National Highway, Brgy. Nueva, San Pedro,
Laguna Office hours: 10am-6:00pm

500
 Offices Address Contact Information
Regional Office Xentro Mall Batangas City, Diversion Road, Brgy. region4b@philhealth.gov.ph
PRO IV-B - Batangas Alangilan,Batangas City, Batangas

Local Health Insurance Offices

Lemery, Batangas 2nd Floor Pinnacle Commercial Bldg., Ilustre (043) 403-8422
Ave.,corner J.P. Rizal and Independencia Sts., Lemery,
Batangas

Lipa City, Batangas The Only Place Business Center Marawoy, Lipa City (043) 312-5325

2/F MBP Business Center President Laurel Highway,

Tanauan City, Batangas Poblacion Brgy. III Tanauan City, Batangas 4232 (043) 778-6242; (043) 778-6080
(Fax)

Island Local Health Insurance Offices

Boac, Marinduque Ground Floor Zenturia Hotel Isok I, Boac, Marinduque (042) 332-2274

Ground Floor, Yurich Bldg., Tiansuy Road cor. National

Puerto Princesa City Highway,Brgy. San Jose, Puerto Princesa City, Palawan (043) 711-1778

ANTRAM Bldg. Seabreeze Subd., Brgy. Tayamaan,

Mamburao, Occidental Mindoro
Mamburao, Occidental Mindoro Meck Bldg., Brgy. Masipit, Calapan City, Oriental
Mindoro
Calapan City, Oriental
501
 2/F GNI Bldg, Cocoville St, Brgy Dapawan, Odiongan,
Romblon
Mindoro Romblon

PhilHealth Express

Robinsons Place Lipa 2/F Robinsons Place, Mataas na Lupa, Lipa City,
Batangas

NuCiti Baymall, Batangas City NUCITI Bldg., P. Burgos St., Batangas City

Robinsons Palawan Robinsons Place, Brgy. San Jose Puerto Princesa City,
Palawan

Service Desk

Roxas, Oriental Mindoro Municipal Hall of Roxas, Oriental Mindoro

Open every 1st & 2nd Thursday of the month

Pinamalayan, Oriental Mindoro One-Stop-Shop Municipality of Pinamalayan, Oriental

Mindoro
Open every 3rd & 4th Thursday of the month

Sta. Cruz, Marinduque Sta. Cruz Municipal Hall, Brgy. Maharlika, Sta. Cruz,
Marinduque
Open every 4th Wednesday of the month

Torrijos, Marinduque Torrijos Municipal Hall, Brgy. Poblacion, Torrijos,

Marinduque
Open every last Wednesday of the month

502
 Offices Address Contact Information
Regional Office PRO V - Legazpi ANST IV Bldg., Benny S. Imperial Drive, Healthline: (052) 481-5596
Legazpi City, Albay
Local Health Insurance Offices

Legazpi City, Albay 2/F delos Santos Commercial Bldg. (052) 481-55-96 (telefax); (052)
LandCo Business Park, Bitano Legazpi City 480-15-89
albay.pro5@philhealth.gov.ph
Masbate City, Masbate VMBT Building, Mabini St., Brgy. Kalipay,
Masbate City, Masbate (056) 333-6041
masbate.pro5@philhealth.gov.ph

Naga City, Camarines Sur Westpark, Magsaysay Ave., Naga City 4400
(054) 473-5632; (054) 472-1483
naga.pro5@philhealth.gov.ph
Daet, Camarines Norte Manzihing Corporation Building
Purok 1, Binanuaan, Talisay, Camarines Norte (054) 440 3380-81
daet.pro5@philhealth.gov.ph
Sorsogon, Sorsogon Sorcom Leasing, Burgos St., Brgy. Talisay,
Sorsogon City, Sorsogon (056) 421-5582
sorsogon.pro5@philhealth.gov.ph
Virac, Catanduanes 2/F Riverside Building, Virac Town Center
Gogon Sirangan, Virac, Catanduanes 4800 virac.pro5@philhealth.gov.ph
PhilHealth Express

Iriga City, Camarines Sur City Public Library, Poblacion, Iriga City (054) 456-2174
camsurex.pro5@philhealth.gov.ph

Sipocot, Camarines Sur LGU Annex Building, LGU Compound (054) 450-6054
Sipocot, Camarines Sur camsurex.pro5@philhealth.gov.ph

503
Tabaco, Albay Ground Floor, Municipal Building (052) 203-0262
Tabaco City albayex.pro5@philhealth.gov.ph

Ligao, Albay Multipurpose Building, Barangay Guilid (052) 485-1898

Ligao City albayex.pro5@philhealth.gov.ph
Service Desk
Roxas, Oriental Mindoro Municipal Hall of Roxas, Oriental Mindoro
Open every 1st & 2nd Thursday of the month

Pinamalayan, Oriental Mindoro One-Stop-Shop Municipality of Pinamalayan,

Oriental Mindoro
Open every 3rd & 4th Thursday of the month

Sta. Cruz, Marinduque Sta. Cruz Municipal Hall, Brgy. Maharlika, Sta.
Cruz, Marinduque
Open every 4th Wednesday of the month

Torrijos, Marinduque Torrijos Municipal Hall, Brgy. Poblacion,

Torrijos, Marinduque
Open every last Wednesday of the month

Satellite Office LGU Office Compound, Sta. Elena, Camarines

LGU Office Compound, Sta. Elena, Camarines Norte Norte
LGU Compound, Nabua, Camarines Sur LGU Compound, Nabua, Camarines Sur

Service Desk Santa Elena Municipal Bldg., Santa Elena,

Camarines Norte

504
 Offices Address Contact Information
Regional Office PRO VI - Iloilo Gaisano Capital Building, Luna Street, Lapaz, Iloilo City (033) 501-9160 to 62 loc. 100/102;
(0998) 959-9487
region6@philhealth.gov.ph
Local Health Insurance Offices
(036) 268-9001; 500-7211; 262-8001;
Kalibo, Aklan L. Kristen and OJ's Place D. Magma Street Kalibo, Aklan 500-7106; 500-7118; 500-8703; (0917)
722-4451
kalibo.pro6@philhealth.gov.ph, it-
kalibo.pro6@philhealth.gov.ph

San Jose, Antique Ground Floor, St. Nicholas Commercial Building, TA (036) 540-8052; 540-7209; 540-8023;
Fornier Street, San Jose, Antique (0917) 717-7135
sanjose.pro6@philhealth.gov.ph/pso_a
ntique@yahoo.com

Roxas City, Capiz SHJ Bldg, Gov. Gabriel Hernandez Avenue, Roxas City, (036) 522-4369; 621-0325; 522-8258;
Capiz (0917) 7177183
roxas.pro6@philhealth.gov.ph/cpz_pso
@yahoo.com
Bacolod City, Negros Occidental
Vision Square Building, San Agustin Drive, Bacolod City, (034) 708-5335; 709-0133; (034) 432-
Negros Occidental 2319; 433-3694
pso_bacolod@yahoo.com

Passi City, Iloilo (033) 536-8301; (033) 311-6261; (0917)

Carpark Area, Gaisano Capital, Simeon Aguilar Street, 390-8739
Pob., Ilawod Passi City, Iloilo philhealthpassi@yahoo.com; iloilo.dc@
philhealth.gov.ph; passi.pro6@philheal
th.gov.ph
505
Iloilo City, Iloilo (033) 501-9160 to 62 loc. 100/102;
Ground Floor, Gaisano Capital Building, Luna Street, Lapaz, (0998) 959-9487
Iloilo City iloilo.dc@philhealth.gov.ph

Sagay City, Negros Occidental (034) 722-0116; 488-0587; (0917) 717-

G/F NNPAI Building, National Highway, Pob. 2, Sagay City 7182
it-
sagay.pro6@philhealth.gov.ph / pso_sa
gay@yahoo.com

Kabankalan City, Negros Occidental (034) 746-8256; 471-2050; (0925) 874-

NZ Bldg, JY Perez Highway, Barangay Talubangi, 5410
Kabankalan City, Negros Occidental kabankalan.pro6@philhealth.gov.ph

Sara, Iloilo (033) 392-0520; 393-0262; (0917) 717-

Cecilio Tady Street, Pob. Sara, Iloilo 7184
sara.pro6@philhealth.gov.ph

PhilHealth Express

Robinsons Bacolod, Bacolod City 3/F Robinsons Place Bacolod Mandalagan, Bacolod City (0933) 629-6623

Robinsons Iloilo, Iloilo City Lingkod Pinoy Center, 3rd level Robinsons Place Iloilo, (0918) 553-3223
Mabini Street, Iloilo City exp.robiloilo@philhealth.gov.ph

Iloilo - Jaro, Iloilo City Lingkod Pinoy Center, Ground Floor

Robinsons Place, Jaro, Iloilo City

506
Robinsons Roxas City, Capiz 2nd Floor, Lingkod Pinoy Center, Robinsons Place Roxas (0917) 625-8999
Barangay Lawa-an, Roxas City, Capiz express.capiz@philhealth.gov.ph

San Carlos City, Negros Occ. 2nd Floor Jose V. Valmayor Public Market (034) 729-3897; (0939) 599-3788
V. Gustilo Sreet, San Carlos City, Negros Occidental sancarlosbc.pro6@philHealth.gov.ph

Guimbal Poblacion, Iloilo Poblacion Gerona Street, Guimbal, Iloilo (0916) 571-4471
exp.guimbal@philhealth.gov.ph

Caticlan, Malay, Aklan Barangay Hall, Sitio Proper (036) 288-7757; (0930) 301-4551
Caticlan, Malay, Aklan caticlan_philhealthexpress.com.ph

Satellite Office

Boracay Sitio Bantud, Manoc-Manoc, Boracay, Malay, Aklan (036) 506-3050

philhealthboracaycaticlan@gmail.com

Guimaras GEMPC Building, Provincial Capitol Grounds San Miguel, (033) 396-1116; (0917) 799-5300
Jordan, Guimaras pro06_guimaras@yahoo.com

Culasi Hospital Site, Centro Poblacion Culasi, Antique (036) 277-8543; (0999) 876-7027

Mandurriao 3rd Flr, Festive Walk Mall Annex, Iloilo Business Park, (033) 315-4074
Megaworld Blvd., Barangay San Rafael, Mandurriao, Iloilo
City

Pavia 3rd Floor, Robinsons Place Pavia, Iloilo (033) 315-4075

507
 Offices Address Contact Information
Regional Office PRO VII - Cebu 7th and 8th Floor, Skytower, N. Escario Street
corner Acacia Street, Cebu City 6000
Local Health Insurance Offices

Cebu City G/F Golden Peak Hotel & Suites N. Escario (032) 233-3287
Street, Cebu City 6000 cebu.pro7@gmail.com

Mandaue City, Cebu Wireless Plaza, Hernan Cortes corner Lopez (032) 505-3022 (telefax)
Jaena Streets, Subangdaku, Mandaue City philhealthmandaue01@gmail.com
6014 Cebu

Carcar City, Cebu Lower Ground, New Carcar City Hall, lhiocarcar@gmail.com
Poblacion 3, Carcar City 6019 Cebu

Danao City, Cebu J. D. Almendras Building, National Road, (032) 324-7963; 0917 147 5041
Poblacion, Danao City 6004 Cebu danaolhio.philhealth@gmail.com

Tagbilaran City, Bohol JGY Building, J.A Clarin Street (Beside (038) 412-0248; (038) 235-5622 (telefax)
Motortrade and Colour Steel), phictag.reg@gmail.com
Tagbilaran City 6300 Bohol

Talibon, Bohol RHU Building, Municipal Hall Compound, (038) 515-5165 (telefax)
Talibon 6325 Bohol talibon.pro7@gmail.com

Dumaguete City, Negros Oriental 2nd Floor Poincare I Building, National (035) 422-3931; (035) 225-9297 (telefax)
Highway corner E.J. Blanco Drive Extension, dgtephilhealth@gmail.com
Dumaguete City 6200 Negros Oriental

508
Bais City, Negros Oriental Vean Bldg., Roxas Street, Bais City 6206 (035) 402-3415; (035) 402-8786 (telefax)
Negros Oriental bais.pro7@philhealth.gov.ph
Satellite Office

Siquijor Ground Floor, Multi-Purpose Center, (035) 480-9844; 0995 471 6991
Poblacion, Siquijor 6225 Siquijor siquijorso.pro7@gmail.com
PhilHealth Express

SM City Cebu 2nd Level, Government Services Express, SM

City Cebu,North Reclamation Area, Cebu City
Mondays, Tuesdays, Wednesdays; 10 am to 6
pm

3rd Level, Lingkod Pinoy Center, Robinsons

Robinsons Fuente Fuente,Osmeña Boulevard, Cebu City
Mondays, Tuesdays, Thursdays; 10 am to 6
pm

3rd Level, Lingkod Pinoy Center, Robinsons

Robinsons Galleria Galleria,Gen. Maxilom Avenue Extension,
Cebu City
Mondays, Wednesdays, Fridays; 10 am to 6
pm

SM City Consolacion 2nd Level, SM City Consolacion,

Cebu North Road, Lamac, Consolacion, Cebu
Mondays, Tuesdays, Wednesdays; 10 am to 6
pm

509
 Offices Address Contact Information
Regional Office PRO VIII - Tacloban Brgy. 24, P. Burgos Street, Tacloban City, (053)325-3563; (053) 523-1195 (Fax)
Leyte info.pro8@philhealth.gov.ph

Local Health Insurance Offices

Primea Hotel, G. Abogado cor. San Francisco
Borongan Local Health Insurance Office StreetsBarangay C, Borongan City, Eastern
Samar

Catarman Local Health Insurance Office 6A Building, Garcia corner Mabini Streets (055)251-8240; (055)500-9281; (0917) 323-
Barangay Jose Abad Santos, Catarman, 0036
Northern Samar

NSA Bldg., Mantahan, Maasin City, Southern (053)381-3862; (053)570-8365

Maasin Local Health Insurance Office Leyte

Ormoc Local Health Insurance Office Anica Bldg., Brgy. Nadongholan, Ormoc City, (053)255-4859; (053)561-2809
Leyte

Tacloban Local Health Insurance Office No. 21 Queen of Peace, Brgy,. 76, Fatima (053) 888-0804
Village, Tacloban City

Catbalogan Local Health Insurance Office Cinco Estate Bldg., San Bartolome St., corner (055)543-8090
Rizal Avenue St., Catbalogan, Western Samar

Naval, Biliran Bernandes 2, Brgy. Atipolo, Naval, Biliran (053) 500-9016

philhealthnaval@gmail.com

510
Business Centers
Nijaga Street, Barangay Central, Calbayog City calbayog.pro8@philhealth.gov.ph
Calbayog, City (055) 533-9876

Baybay City G/F Legislative Building, R. Magsaysay Street, (053) 563-7283

Baybay City baybay.pro8@philhealth.gov.ph
PhilHealth Express

Tacloban City 2nd Floor, Lingkod Pinoy Center,Robinsons

Mall, Marasbaras, Tacloban City Sunday to
Friday 10:00am-7:00pm

2nd Floor, Gaisano Central, Tacloban City

Gaisano Central - Tacloban City Monday to Saturday 8:30am-5:30pm

Gaisano – Sogod Gaisano Sogod, Sogod, Southern Leyte

Monday to Saturday 9:00 a.m.-7:00p.m.

Robinsons - Ormoc City 3rd Floor, Robinson's Mall-Ormoc, Brgy. San

Pablo, Simangay, Ormoc City

Service Desks
Municipal Hall, Hilongos, Leyte
Hilongos Service Desk (053)336-2254
Opens every Tuesday to Friday

511
 Offices Address Contact Information
Regional Office PRO IX - Zamboanga BGIDC Corporate Center, Gov. Lim Ave., (062) 992-2739 (fax)
Zamboanga City region9@philhealth.gov.ph
Local Health Insurance Offices

Zamboanga City Wee Agro II bldg., Veterans Ave., Zamboanga (062) 310-3516
City

Ipil, Zamboanga NMJ Bldg., Gethsemani St., cor. Sucgang Ave., (062) 333-5495
Ipil, Zamboanga Sibugay

Pagadian City, Zamboanga de Sur Nesoricom Prime Arcade, Tiguma, Pagadian (062) 214-4303
City

Dipolog City, Zamboanga del Norte ABC Lessor Bldg., Malvar St., Barangay (062) 212-7860
Miputak, Dipolog City

PhilHealth Express

Zamboanga City Medical Center Evangelista St., Zamboanga City

Yubenco Grand Mega Starmall Putik, Zamboanga City
KCC Mall de Zamboanga Gov. Camins, Zamboanga City

512
 Offices Address Contact Information
Regional Office PRO X - Cagayan De Oro 8F Gateway Tower 2, Limketkai Center, C.M. (088) 859-0225
Recto Avenue, Cagayan de Oro City region10@philhealth.gov.ph
Local Health Insurance Offices

Cagayan De Oro Gateway Tower 2, Claro M. Recto Ave,

Cagayan de Oro

Valencia, Bukidnon GF Candelaria Bldg., Sayre Hi-way, Hagkol

Valeciana City Bukidnon

Ozamis City, Misamis Occidental J-ME Building, Rizal Ave. cor Capistrano St.
Ozamis City

Gingoog City, Misamis Oriental RRM Barro Bldg., Jadol-Tuto sts., Gingoog
City

Iligan City, Lanao Del Norte GF Gonzales - Gimeno Bldg. 4 Macapagal

Avenue Tubod Iligan City

Business Center

Malaybalay Old Provincial Hospital, Capitol Compound,

Malaybalay, Bukidnon

Maramag Stall 2&4, Perimeter Bldg., Integrated Bus

Terminal, Maramag, Bukidnon

Camiguin Dychauco Arcade, Gen. B. Aranas Street

Barangay Poblacion, Mambajao Province of 387-0353
Camiguin
513
Tubod LNPH Cmpd, Upper Sagadan, Baroy, Lanao (063) 373-6267
del Norte

Maranding, Lanao del Norte NCMC Building, Purok Lemontree (063) 388-7012
Maranding, Lala, Lanao del Norte

No. 105 G/F, Stary Building Max Suneil Street,

Carmen Barangay Carmen Cagayan de Oro City

Sobong Building, Barrientos Street (088) 545-3843

Oroquieta Layawan, Oroquieta City

PhilHealth Business Center of Tangub (088) 5450565

Tangub Doña Maria D. Tan Memorial Hospital
Pertig Street, Mantic, Tangub City

514
 Offices Address Contact Information
Regional Office PRO CARAGA - Butuan Lynzee's Building, 766 J. Rosales Avenue, (085) 342-0900; (085) 816-0019; (085) 225-
Butuan City 7026 loc. 101-103
caraga@philhealth.gov.ph

Local Health Insurance Offices

PMAC (LHIO Butuan City) Lynzee's Building, 766 J. Rosales Avenue, (085) 342-0900
Butuan City pmac.procaraga@philhealth.gov.ph

Bislig City, Surigao Del Sur 2F MNBC Bldg., Abarca cor. M. Castillo (086) 853-2262; (086) 628-2402; (0917) 702-
Streets, Mangagoy, Bislig City, Surigao del 4478; (0920) 2180118
Sur bislig.procaraga@philhealth.gov.ph

San Francisco, Agusan Del Sur Alexandra Bldg., National Highway, Brgy. (085) 242-3883; (085) 343-9288 (fax)
Hubang, San Francisco, Agusan del Sur francisco.procaraga@philhealth.gov.ph

Surigao City, Surigao Del Norte 2F Primeglee Bldg., San Nicolas St. corner (086) 231-9261
Diez St., Surigao City surigao.procaraga@philhealth.gov.ph

Tandag, Surigao del Sur 2nd Floor JTP Bldg., Bagong Lungsod, Tandag (086) 211-4196; 211-4360
City, Surigao del Sur tandag.procaraga@philhealth.gov.ph

Agusan del Sur Alexandra Bldg., National Highway, Brgy.

Hubang San Francisco, Agusan del Sur (085) 343-9288; 242-3883

515
PhilHealth Express

Gaisano Capital Surigao, Surigao City 2nd Floor Gaisano Capital Surigao
Km. 4 Barangay Luna, Surigao City

New Van Terminal, Butuan City

Robinson’s Place, Butuan City 3rd Floor Lingkod Pinoy (085) 815-5961

Service Desk

MSWD Office, Municipal Hall, Nasipit, Agusan

del Norte

Cabadbaran City Hall Lobby, Cabadbaran City,

Agusan del Norte

Municipality of Hinatuan, Old Service Desk

RHU Building, Aquino, Hinatuan, Surigao del
Sur (Every Friday)

Municipality of Lingig, Poblacion, Lingig,

Surigao del Sur(Every Thursday)

Municipality of Tagbina, RHU Tagbina,

Poblacion, Tagbina, Surigao deL sur
(Every Wednesday)
516
LGU Claver, Surigao del Norte

LGU San Jose, Province of Dinagat Islands

LGU Dapa, Siargao Islands, Surigao del Norte

RHU San Miguel, San Miguel, Surigao del Sur

(Every Tuesday)

Lianga District Hospital, Lianga, Surigao del Sur (0928) 3940190

(Every Wednesday)

Madrid District Hospital, Madrid, Surigao del (0908) 8743038

Sur(Every 2nd and 3rd Thursday)
(086) 212-5543
MSWD Office, Cantilan, Surigao del Sur
(Every 3rd Friday)
(0930) 7612839
Carrascal Diagnostic Bldg., Carrascal, Surigao
del Sur(Every 2nd Friday)

PhilHealth Business Center

(0922) 8031877
CHO Bayugan City(Every 2nd and 4th Tuesday)
(0908) 7675920
RHU Trento, Agusan del Sur (Every
Wednesday)

RHU Talacogon, Agusan del Sur (0918) 5893391

(Every 1st & 3rd Tuesday)
RHU Veruela, Agusan del Sur (Every 1st (0910) 5427366
517
Thursday of the month)

RHU Sta. Josefa, Agusan del Sur (Every 2nd

Thursday of the month) (0928) 6120147

RHU San Luis, Agusan del Sur (Every 3rd (0910) 0904028
Thursday of the month)

RHU Sibagat, Agusan del Sur (0949) 9961400

(Every 4th Thursday of the month)

518
 Offices Address Contact Information
Regional Office PRO XI - Davao Valgosons Building Bolton Extension,
Poblacion, Davao City Trunkline: (082) 295-2133 local 6300; (082)
295-3382 (Public Affairs Unit)
(0925) 7819987 (Local Healthline)
publicaffairs.pro11@gmail.com;
info.pro11@philhealth.gov.ph

Local Health Insurance Offices

Trunkline: (082) 295-2133 local 6328 to 30
Valgosons Building Bolton Extension,
Davao City Poblacion, Davao City

G/Flr. F. Ramos Building, Lapu-lapu Street

Tagum City, Davao del Norte Magugpo, Poblacion, Tagum City, Davao Del Trunkline: (082) 295-2133 local 6363-64
Norte Direct Lines:(084) 655-9609; (084) 655-0834

Digos, Davao Del Sur De Leon Bldg., Roxas Ext. St. Brgy. San Trunkline: (082) 295-2133 local 6365-66
Miguel, Digos City, Davao del Sur

Gonzales Building, Vinzon Street, Digos City

Mati, Davao Oriental Roche Building, Andravel corner Mabini Trunkline: (082) 295-2133 local 6367-68;
Streets Direct Line: (087) 388-4920;
Barangay Central, Mati, Davao Oriental

A. Ford Building, Purok 17, National Highway Trunkline: (082) 295-2133 local 6361-62;
Nabunturan, Compostela Valley Province Nabunturan, Compostela Valley Mobile No.: (0925) 5275048

519
PhilHealth Express

Old Barangay Hall beside Police Station, pro11.express.toril@gmail.com

Calinan, Davao City Aurora-Quezon St., Calinan, Davao City

Urban Center B, Juan dela Cruz Street, Brgy.

Toril, Davao City Daliao, Toril Dist., Davao City pro11.express.toril@gmail.com

Panabo City Multi-Purpose Tourism Cultural

Panabo City and Sports Center, JP Laurel, Pan-Philippine pro11.express.panabo@gmail.com
Highway, Panabo City, Davao del Norte

4th Level Robinsons Place, National Highway,

Robinsons Place, Tagum City Tagum City, Davao del Norte

Sulop Public Market, Sulop, Davao del Sur (082) 272-3705

Sulop, Davao del Sur (082) 272-3705

520
 Offices Address Contact Information
Regional Office CSA I Building Cor. Zulueta Street, General (083) 228-9731 to 34 (fax); (083) 228-4733
PRO XII - Koronadal Santos Drive, Koronadal City region12@philhealth.gov.ph
admin.pro12@philhealth.gov.ph

Local Health Insurance Offices

(083) 305-1949
General Santos City, South Cotabato JM II Bldg., Pendatun Avenue, Dadiangas generalsantos.pro12@philhealth.gov.ph
North,General Santos City

Kidapawan City, North Cotabato Apol-J Bldg., Quezon Blvd., Kidapawan City (064) 278-4360
kidapawan.pro12@philhealth.gov.ph

Koronadal City, South Cotabato Ground Flr., CSA I Building cor. Zulueta Street (083) 228-6389; (083) 228-9731 to 34 loc.
and General Santos Drive, Koronadal City 4506
pmac.pro12@philhealth.gov.ph

Cotabato City, Cotabato Door 3 F.A.Tan Bldg., S.K. Pendatun St., (064) 421-7292; (064) 471-0304
Cotabato City cotabato.pro12@philhealth.gov.ph

Isulan, Sultan Kudarat R.E.R. Commercial Bldg. National Highway, (064) 201-5009
Isulan, Sultan Kudarat isulan.pro12@philhealth.gov.ph

PhilHealth Express

Robinsons Gensan
Gaisano, Kidapawan City

521
 Offices Address Contact Information
Regional Office Kouzbary Business Complex, Alibin
PRO BARMM - Marawi Talib Street, New Capitol HTs, pro.armm@philhealth.gov.ph | phic_armm@yahoo.com
Marawi Poblacion, Marawi City

Local Health Insurance Office

Samsuya Building, Tubig Boh (0919) 874-2705

Bongao, Tawi-Tawi Highway, Bongao, Tawi-Tawi ptawitawi@gmail.com

Marawi City Ground Floor, Khouzbary Business l(0938) 212-9134/ (0905) 574-5492
Complex Ja'far Bin Abu Talib St.,
New Capitol Heights, Marawi City

Datu Odin Sinsuat (DOS) Ground Floor, A and N Business (064) 557-1423
Center Barangay Upper Capiton,
Datu Odin Sinsuat, Maguindanao

Buluan, Maguindanao Provincial Compound, Narra St., (0926) 391-9848

Poblacion, Buluan, Maguindanao

PhilHealth Express

ORC Complex, Cotabato City

522