IT-BPM | Newest BPO calls for best-of-class Filipino talents

R1’s presence in the country showcases a proven business model that quickly drives sustainable improvements to revenues and cash flows for US hospitals and health systems.

Source: R1

R1, a leading end to end provider of revenue cycle solutions in the healthcare sector, announces its entry into the Philippines with the 1st day of training for Wave 1 of newly hired Filipino talent for its contact center located at Bonifacio Global City.

“We believe that the Filipino talent possesses the highest levels of discipline, passion, and commitment,” said Roger Salazar, R1’s newly appointed country manager and respected BPO industry veteran with more than 30 years of experience. “We are certain we can attract 900 new hires of such caliber.”

An industry leader in transforming the patient experience and financial performance of healthcare providers, R1’s presence in the country showcases a proven business model that quickly drives sustainable improvements to revenues and cash flows for US hospitals and health systems while reducing operating costs and enhancing the patient experience.

“In expanding to the Philippines, we look forward to employing dedicated individuals whose diverse experiences will make a difference to our growing global footprint,” Kyle R. Sherer, vice president, who echoe similar sentiments. “We believe that we are all better together.”

The choice of the Philippines as R1’s latest growth center complements the company’s core vision to bring together the best people and technology to deliver innovative solutions that simplify the healthcare experience. Sherer shares that R1’s clear advantage includes the strength of its team, operational rigor, and cutting-edge technology.

With R1’s rapid growth in the United States and India and continued drive to enable hospitals, health systems and physician practices to be more effective, its choice to open its doors in the Philippines signals a similar faith in the Filipino at both the staff and management level of the R1 organization.

“We are building the Philippine team from the ground up. These Wave 1 newly hired employees would be the pioneers here in the country,” said Krista Katris, vice president of operations. “They will be the core foundation of the local team.”

“Our rich experience in health care translates to the highest-level patient satisfaction and improved financial performance for our clients,” said Michelle Braymer, senior vice president of Patient-Facing Shared Services added that R1 is more than just a call center. “You can’t train care and compassion. We believe Filipinos have that. They understand empathy and can communicate it effectively to our US clients. This is really what makes the Filipino talent unique in the BPO industry.

New team members excitement
New team leaders are already feeling the excitement at R1. “We hope to be up and running around June,” says Salazar. By the time R1 receives its first call from the United States, there will have been more than 200 call center agents hired.

VJ Luteria, 28 years old, team leader at R1, said “As one of the pioneering team managers at R1, I am humbled and at the same time thrilled by the opportunity to use my talent, skills and knowledge to contribute to a positive customer experience.”

Anabelle Moya, 47 years old, R1 finance lead, added “With 12 years of experience behind me, I am excited by the challenge to build a highly capable R1 team working together towards operational excellence and contributing to the customer’s success.”

With strict compliance to health and safety protocols, R1 began its week-long training program on April 11, 2022. Called Patient Facing Operations, 60 of the newly hired employees participated in several sessions which include professional ethics, US cultural awareness, and hands-on training on proprietary technology tools used by R1. All the new team members also received R1 loot bags that include an R1 badge, R1 tumbler, and an R1 mousepad. The 1st day of training was marked with a blessing of the office, officiated by Rev. Fr. Mark Munda.

In addition to Braymer, Sherer and Katris, other key officials who visited from the US include, PV Shrikanth, Scott Funk, Peter Jensen and Kollody Shivaram. Their presence highlighted the importance of the training program. “Through this training program, everyone will learn to deliver our innovative solutions that enable our US-based clients and health care providers to simplify the healthcare experience for their patients,” Salazar added.

Making a difference everyday

Sherer said that each day, everyone at R1 makes a difference. “Whether it is setting up a patient appointment with a physician or facilitating an insurance coverage transaction, our work helps everyone in the US healthcare system.”

R1’s intelligent workflows and automation help improve the patient experience and enhance the financial viability of hospitals, health systems, and medical groups.

The company’s track record of 15 million automated tasks annually and 30 million patient encounters per year has been delivered by 28,000 plus employees across the US and India. “At the center of it all is our people, who all work with a strong sense of passion and purpose to deliver the best customer experience,” Salazar said.


by editors
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