Purpose of this FAQ
This FAQ is intended to guide Makati Life Medical Centeremployees about the HMO Express initiative and help them better assist HMOpatients in seamlessly accessing their medical benefits at Makati Life MedicalCenter.
TheFAQ covers the HMO Express initiative, including its two programs: HMO ExpressLane and HMO Express Line
General Questions
What is HMO Express?
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HMO Express is an initiative that provides dedicated assistance to HMO and insurance members accredited with Makati Life Medical Center, providing a seamless and faster experience in accessing their medical benefits. Under this initiative are the HMO Express Lane and HMO Express Line.
What is HMO Express Line?
HMO Express Line is provided through the Contact Center Team (CCT), with dedicated lines at 8888-2020 loc. 5005 / 5014 exclusively for HMO and insurance member concerns.
What is the operating hours of the CCT?
The CCT is available round the clock, Monday to Sunday.
How can HMO patients reach the CCT?
Patients may reach the CCT HMO dedicated line at 8888-2020 loc. 5005 / 5014.
What is HMO Express Lane?
HMO Express Lane is provided through the HMO Concierge for in-person HMO assistance and LOA processing. It is also available online through E-LOA, accessible on the Makati Life Medical Center website.
What is the operating hours of the HMO Concierge?
The HMO Concierge is operational Monday to Sunday, from 8:00 AM to 5:00 PM.
Where is the HMO Concierge located?
The HMO Concierge is located on the 6th Floor of Makati Life Medical Center.
How can patients reach the HMO Concierge?
Patients may reach the HMO Concierge at 8422-6300 loc. 0680/ 0681 or 0917 159 3809 / 0917 110 5098.
Can an LOA be requested at any time of the day?
For physical LOA requests through the HMO Concierge,patients may request an LOA during the HMO Concierge's operating hours.
For online requests, patients may submit anE-LOA request at any time through the Makati Life Medical Center Partners' Page:https://www.makatilife.com/partners/accredited-hmo
What services does the HMO Concierge cater to?
• The HMO Concierge provides the following services:
• LOA approval for physical requests through the HMO Concierge and E-LOA requests through the website
• Consultation appointments
• Coordination with Business Units for outpatient and inpatient procedures
• Doctor accreditation
What is E-LOA?
E-LOA is our online Letter of Authorization request form. Patients can submit their HMO LOA requests digitally instead of visiting the HMO Concierge in person. The form takes approximately five minutes to complete.
When requesting an LOA, what details do patients need to provide?
Patients need to provide:
• Full name, date of birth, email address, and mobile number
• Company name, HMO account number, and HMO card number
• Type of LOA, date of availment, preferred doctor, and specialization
• Chief complaint and/or diagnosis
• Scanned copies or photos of the HMO card and a valid government-issued ID
Is a doctor's request or referral required for an LOA request?
Yes. For procedures, patients will be asked to provide doctor-related details. Ensure that the doctor's request or referral is ready before completing the form.
How long before an LOA can be provided to the patient?
An LOA may be provided within a minimum processing time of 24 hours.
For scheduled procedures, the LOA request must be submitted at least 1–2 days in advance.
For patients who requested an E-LOA, how can they claim it?
Patients may claim their approved E-LOA at the HMO Concierge. After an E-LOA request is submitted through the Makati Life Partners' Page, HMO Concierge staff will coordinate with the patient regarding the requirements and provide the printed LOA at the HMO Concierge on the day of the procedure.
For patients scheduled for ASC or elective surgery, the approved LOA will be forwarded directly to the Surgical Patient Lounge.
Are all services covered by HMO?
Coverage depends on the patient's HMO plan. HMO Concierge staff will discuss the patient's procedure coverage, exclusions, and next steps. Doctor consultation or professional fee coverage and service coverage may be separate.
For medical emergencies, do patients need to secure an LOA through the HMO Concierge or the website's E-LOA?
No. For emergencies, patients should proceed directly to the Emergency Department. The patient's HMO will be notified accordingly.
If the attending doctor is not accredited or the service isnot covered by the HMO partner, special accommodation may be facilitatedthrough the HMO Concierge or the Center for Emergency Medicine ER Triage Clerk.
How long is the LOA valid?
LOA validity depends on the HMO provider. The validity period is indicated on the approved LOA.
Can patients choose a preferred doctor?
Yes. Patients may select their preferred accredited doctor and specialization in the form.
Do patients need to bring their HMO card during their hospital or clinic visit?
Yes. Patients must bring their HMO card, approved LOA, and valid ID and present them at the Medical Concierge or OPD Reception upon arrival.
Who are the HMO and insurance partners of Makati Life Medical Center?
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The responsibilities above are based on the approved unit roles and responsibilities in the Surgery Lounge operating model.
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