Manila, Philippines — Maxicare Healthcare Corporation, a leading health maintenance organisation (HMO) in the Philippines, has adopted Salesforce’s Agentforce within Service Cloud to streamline dental care processes.
The initiative aims to modernise the handling of dental Letters of Authorisation (LOA) for members and partner clinics, reducing administrative workloads and accelerating patient care delivery.
With a network of more than 720 dental clinics nationwide, Maxicare is automating LOA requests through Agentforce, enabling clinics to self-serve by requesting authorisations via AI-driven interactions. Once generated, partner clinics are automatically notified, helping to improve efficiency and reduce delays in providing dental treatment.
Beyond dental authorisations, Maxicare is also applying Agentforce to enhance customer service management.
Fiona Victoria, chief operating officer at Maxicare, explained how the HMO continually seeks innovative ways to provide peace of mind through high-quality healthcare for its members.
“As the first Philippines-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care,” Fiona stated.
The system updates customer profiles with new requests, providing contact centre agents with real-time visibility. Routine tasks such as LOA generation are automated, while more complex cases are escalated to human agents for review, allowing resources to be allocated more effectively.
“By deploying Agentforce, Maxicare is not just automating the process; they are augmenting their human teams,” Abraham Cuevas, regional vice president and country manager, Philippines at Salesforce, commented.
“This powerful combination of human expertise and AI-powered agents will help Maxicare deliver a more efficient and personalised experience for their members and reduce operational costs, improve service delivery, and build stronger relationships with their customers.”
By introducing AI-powered automation, Maxicare seeks to improve operational efficiency, strengthen support for partner clinics, and deliver more timely healthcare services for members. The deployment also reflects broader shifts in the healthcare sector, where digital tools are increasingly used to balance efficiency with personalised service.
Salesforce provides AI-powered solutions to help organisations enhance operations, while Maxicare is the Philippines’ leading HMO delivering healthcare services to individuals, families, and corporations nationwide for over 38 years.
