Carelon expands to lead healthcare BPO in W. Visayas

By Mariela Angella Oladive

Carelon Global Solutions Philippines, established in 2018, is on a mission to revolutionize the healthcare BPO industry in Western Visayas.

The company announced its plans to expand operations in Iloilo City during a media roundtable on Friday, August 2.

Carelon’s Vice President and Chief Country Executive Nicki Agcaoili highlighted the company’s growth trajectory.

“We have 40 percent of our population out of Iloilo, barely close to 4,000 employees. By the end of the year, with the expansion that we are looking at, we will be exceeding the 4,000-mark, making us the largest healthcare provider BPO in Western Visayas,” he said.

Carelon operates four sites in the Philippines, two of which are in Iloilo, employing 3,800 Ilonggos.

As part of their expansion strategy, the firm plans to hire an additional 500 employees in the metro, increasing their total workforce across all sites to 10,000 by year-end from the current 9,000.

Agcaoili noted that the employability rate for new hires in Iloilo is impressively high, ranging between 85 to 90 percent.

He also mentioned that discussions are underway to open a recruitment hub, which will be their fifth location, although a suitable site is still being identified.

This expansion aligns with Western Visayas’ vision to become the global capital for Healthcare Information and Management Services (HIMS) by 2028, a goal supported by industry players and stakeholders who are actively crafting a roadmap to achieve this objective.

Formerly known as Legato Health Technologies Philippines, the company rebranded in 2023, aiming to become a trusted health partner through innovative solutions to complex healthcare challenges.

Leading the expansion efforts in Western Visayas is Carelon Regional Lead Judy Murillo, a seasoned professional with over 20 years of experience in the industry.

She explained that the expansion in Iloilo City will focus on several key areas, including upskilling talent, enhancing capabilities, and offering a diverse range of career opportunities, especially in healthcare.

This initiative aims to allow Filipinos to work close to home and enjoy a better quality of life with their families. She also emphasized that they are prioritizing fresh graduates who are willing to train.

“Especially in Iloilo, we don’t have an issue with attrition,” she said.

Moreover, Carelon is launching a new initiative called “It Starts with Care.”

“It means we take care of employees through growth and learning opportunities, impactful perks and benefits, as well as meaningful programs that educate about and embrace persons with disabilities into the workforce. This idea of care then naturally radiates from our associates to our clients and customers,” Murillo explained.

In addition to their recruitment efforts, Carelon is dedicated to inclusivity, providing employment opportunities to persons with disabilities (PWD) and senior citizens.

Murillo expressed plans to expand this program further, praising the productivity and focus of their employees.

Carelon has already achieved over 80 capabilities, or higher-value services, performed out of the country as a global capability center.

As Carelon Global Solutions Philippines continues to expand, it is set to solidify its position as the largest healthcare BPO company in Western Visayas, bringing significant economic and social benefits to the region.