Date of Publication

12-22-2020

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization Department

Thesis Adviser

Rachel A. Quero

Defense Panel Chair

Maria Victoria Tibon

Defense Panel Member

Frances Jeanne Sarmiento
Karen Selina Aquino

Abstract/Summary

This action research paper focused on streamlining the HMO (Health Maintenance Organization) membership endorsement process of one particular client company, a manufacturing firm. As an Account Executive in the Health Solutions - Global Team in our company, I work with a team in providing consulting services and recommendations on healthcare plans for our client companies. The problem concerns the delay and inaccuracy in the HMO membership enrollment process of that particular client company. Addressing this problem is important since the activation of the HMO membership is critical to the timely delivery of health services to employees of that client company. In cycle 1, our team provided an HR online enrollment platform to effectively manage the accuracy in putting in the membership information and prevent delay in submitting the membership enrollment to the HMO provider. However, after we have created the online HR platform, our team also found another bottleneck in the unclear assignment of tasks involving my company’s staff (Account Broker) and our client’s staff (HR Associate), such that this issue was addressed in cycle 2. Overall, our team was guided by Lewin’s Change Model and Vakola’s Business Process Reengineering Framework for the interventions made during this action research.

Abstract Format

html

Language

English

Format

Print

Keywords

Reengineering (Management); Health maintenance organizations

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Embargo Period

8-2-2022

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