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ON-THE-JOB TRAINING EXPERIENCE AT HEALTH

MAINTENANCE ORGANIZATION (HMO) AT OUR LADY OF THE
PILLAR MEDICALCENTER

Narrative Report
Submitted to the Faculty of the
Department of Business Administration and Entrepreneurship
Cavite State University Imus Campus
Imus City, Cavite

In partial fulfillment
Of the requirements for the degree
Bachelor of Science in Office Administration

Mary Joy G. Tampos

June 2014
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BIOGRAPHICAL DATA

Mary Joy G. Tampos was born on January 9, 1996 in Sto. Nio

Lapasan, Cagayan de Oro City. She is a daughter of Rodolfo Tampos and

Bonifacia Tampos. Her father passed away eighteen years ago while her

mother is a house keeper and a banana-cue vendor. She has three brothers

and two sisters named Jessie Tampos, Mitchel Tampos, Jimmy Tampos,

Marites Tampos and Jovanie Tampos, respectively. She is the youngest

among the siblings.

In 2008, she graduated at City Central School at Cagayan de Oro

City for her elementary education. She continued her studies at Misamis

Oriental General Comprehensive High School.

To date, she lives with her cousin who supports her studies in Imus,

Cavite while her family lives in Cagayan de Oro City.

She is now studying at Cavite State University Imus-Campus taking

up Bachelor of Science in Office Administration. She is pursuing her studies

to become one of the best office administrators someday and for the better

future of her family.

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ACKNOWLEDGEMENT

Her success would not turn into reality without the many help of the

following diligent persons:

Above all, the Almighty God for all His unending blessings and

guidance showed upon the trainee in the past and in the coming days;

The Our Lady of the Pillar Medical Center staff, for their support

and for the permission to render her on-the-job training(OJT) in their

respective offices;

Her superior, Mr. Randolph Quilaton, for guiding her during her

training days;

The head of Human Resources Department for accepting and

trusting her to be one of their trainees

Ms. Ferlyn Gutierrez, for always sharing her knowledge;

All the staff of the Health Maintenance Organization;

Mr. Sixto Raz, OJT coordinator, for his unending support and pieces

of advice given during the on the job training; and

Mrs. Delia Balansag, the trainees cousin, for fully supporting her

studies; giving her all her needs; for working hard to give the trainee the

allowances she needs to continue her education; and for helping her in the

fulfillment of her dreams in life.

MARY JOY G. TAMPOS

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TABLE OF CONTENTS

Page
BIOGRAPHICAL DATA.. ii

ACKNOWLEDGMENT.... iii

TABLE OF CONTENTS... iv

LIST OF APPENDICES vi

INTRODUCTION. 1

Significance of the On-the-Job training.. 1

Objectives of the On-the-Job training.... 3

Time and Place... 3

LINKAGE INSTITUTION 5

Background....... 5

Vision and Mission............... 6

Organizational Structure ............. 7

THE TRAINING AREA 8

Function.... 8

Facilities.... 8

Equipment. 8

Working Policies and Procedure....... 9

THE TRAINING EXPERIENCE. 10

Activities Undertaken...... 10
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Observed Strength and Weakness of the Training Area. 10

Observation and Discussion 11

Problem Encountered.. 11

V. SUMMARY, CONCLUSION, AND RECOMMENDATION . . . . . . . . .

Summary.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Recommendation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 12
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LIST OF APPENDICES

Page
1 Recommendation Letter..14

2 Curriculum Vitae15

3 Memorandum of Agreement... 17

4 Certification of Completion 20

5 Accomplished of evaluation form... 21

6 Photo Documentation..

23

7 On-the-Job-Training (Waiver).. 24

8 (OJT) Placement Form....25

9 Daily Time Record. 26

10 Certification of Critic27
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ON- THE- JOB TRAINING EXPERIENCE AT THE HEALTH MAINTENANCE

ORGANIZATION OF OUR LADY OF THE PILLAR MEDICAL CENTER

Mary Joy G. Tampos

A narrative report submitted to the Faculty of the Department of Business Administration

and Entrepreneurship, Cavite State University - Imus Campus in partial fulfillment of
requirements for the degree Bachelor of Science in Office Administration, prepared under
the supervision of Mr. Sixto Raz.

INTRODUCTION

Significance of the On-the Job Training

On the job training (OJT) is significant for college students because on this

activity will test their skills as applied in the corporate world. An office administration

student should know the work of a professional. It is important to undergo a training in a

real workplace to develop and improve ability in their preparing documents, handling and

manipulating different kinds of machine like photocopying machine, computer, fax

machine, and to enhance her communication skills.

This narrative report is written to share the experience during the training because

it will be useful to the next batch of office administration students. Future office

administration students would know the things needed to be done by trainees, the

common things done in an office, and the things they should learn during their training.

The trainee learned from the experiences of past trainees. The instructors can use it as a
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teaching material to their students. They can teach their student about the common

experiences of a trainee during training.

Objective of the On-the-Job Training

On-the-Job Training (OJT) is important for a college student not only to learn but

also to gain experience. The objectives of this program were to give the student the

exposure on the actual clerical aspects of the various professions. The trainee aimed to

have an exposure on real or actual work in an office and it will be very useful in their

future career. It also aimed to enable the student to gain experience, relate and apply the

theories learned from school to real corporate situation and problem, have insights of the

various operations, processes, techniques, and contents presently used in the industry to

develop positive attitude, self-confidence, and self motivation required of a responsible

professional in handling task, and impress on the students and improve their human

relationship in the working place and environment.

Time and Place of the On- the Job Training

The student was tasked to accomplish a 200 hour training in a company or agency

who hired her as their trainee. The purpose of the training was to apply what she learned

in the four corners of their classroom. It will also serve as the preparation for them to face

the real corporate world. It will also give her a chance to meet other people who will help

her to learn more.

As a second year student of the office administration, she was nervous in finding

the company where could can apply what she learned from school because of the many

doubts that came to her mind. She thought that she might be too young to do the real
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training and she was also afraid that her skills were not too good enough to do actual

work. She also felt some excitement because she knew that it will help her to improve her

personality.

April 28, 2013 was her first day in Our Lady of the Pillar Medical Center as one

of their trainees. She was assigned in Health Maintenance Organization(HMO). A health

maintenance organization (HMO) is an organization that provides or arranges managed

care for health insurance, self-funded health care benefit plans, individuals, and other

entities at the Our Lady of the Pillar Medical Center. She felt so nervous and very excited

that time but when she met the head officer of the Human Resource Department Mr. Evan

Bautista , and their head department Mr. Randolph O. Quilaton, she became calm and she

found them very nice and teach well the things she will do,she underwent a very short

interview. Working days were from Monday to Friday and will start from 8 a.m. to 5 p.m.

After one month, May 29, 2013, she already completed her on-the-job training

(OJT). She built a good relationship,more knowledge,built a proper way someday when it

comes to work with her trainer and with her co-trainees. She will miss all the experience

and learning in Our Lady of the Pillar Medical Center.

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THE LINKAGE OF THE INSTITUION

Background of Our Lady of the Pillar Medical Center

This is a fulfillment of a dream envisioned by a group of young doctors practicing

and residing in Imus and its neighboring towns. This group of young doctors organized

themselves in 1998, pooled their talents and resources and despite the economic crisis,

braved the odds and was able to put up this modern state of the art tertiary hospital.Our

Lady of the Pillar Medical Center is foreseen to be the leading tertiary care hospital

providing quality medical care in our area. This hospital however is not only intended to

be an institution for curing the sick but more importantly it aims to be a living institution

in promoting health in our community.Prevention of sickness is their goal and they

believe that a healthy citizenry is important for an empowered and prosperous

community. This is their mission and they dedicate this hospital to his calling. Our legacy

in providing quality medical care to their fellowmen is their mission. The hospital started

with a 64 bed capacity, after ten successful years, it emerged and expanded into 108 bed

capacity, with more than 350 employees and all the modern facilities to accommodate

each and every patient.

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Vision

Believing that health is a birthright of every individual and imbued with the spirit of

the total service, we the members of the Our Lady of the Pillar Medical Center

community envision ourselves as the center of total wellness for all the people of the

People of the town of Imus, the province od Cavite and our country, the Philippines.

Mission

We therefore commit to provide comprehensive, high quality and responsive

health care service. To render excellent support services to balance peoples physical,

psychosocial, and spiritual well being. To engage in continuing education and research in

our respective areas of specialization. To provide the hospital with the needed and up-to-

date technology.
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Organizational Structure

CORPORATE HEALTH MAINTENANCE

ORGANIZATION
DEPARTMENT (HMO)

DRA.GIMA C. ANICETO
PRESIDENT

DR. MARIO D. ZAMORA

DR. RONALD I.
CALINGASAN HOSPITAL
TREASURER ADMINISTRATOR

RANDOLPH O.
DR. JAIME L. PACIFICO
QUILATON HMO-
ASSISTANT VP- section HEAD
finance

MARY GELLI O. RIZA MAE G. TAN GLAIZZA GRACE S. LARES

CABARONG
HMO-staff HMO-staff
HMO-staff

MA.APRIL C BARREETO JASMIN S. SARIA

HMO-staff HMO-staff

Figure 1: Organizational chart of Health Maintenance

Organization(HMO) in Our Lady of the Pillar Medical
Center
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THE TRAINING AREAS

Function

The department of Health Maintenance Organization (HMO) is an organization

that provides or arranges managed care for health insurance, self-funded health care

benefit plans, individuals, and other entities at the Our Lady of the Pillar Medical Center.

Facilities

Health Maintenance Organization (HMO) at the Our Lady of the Pillar Medical

Center located at Tamsui Avenue, Bayan Luma, Imus, Cavite has very good facilities.

They have a large room where they do their work. They have computers and all of it are

well- arranged, as well as their tables, chairs and cabinets. Cleanliness of the office is

properly maintained.

Equipment

The office has complete equipment. Each employee has their own computer

including the trainee. It has two air-conditioning units. Other equipment available was the

multi-purpose printer and laminating machine.It has two fax machines,five telephones

with Manila line and Cavite line,ink stamp with the name of the staff printed on it, all of

the company that (HMO) handles provide their materials they use to the patient like the

different paper where the patient should sign it up before they will consult to the doctors,

they also have there own water dispenser that only there office have it in all the

clinics/office of the second floor.

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Working Policies and Procedures

Working days were from Monday to Friday from 7 a.m. to 10 p.m. The office was

very strict with attendance and timeliness is always observed. . The voice of the staff

should always be lower down when it comes on talking to their staff or to the patient.

Always greet the patient as well as the superiors.

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THE TRAINING EXPERIENCE

Tasks Performed

During her on-the-job training (OJT), from 8 a.m. to 5 p.m., she did different

tasks like sorting by the different company,or maybe alphabetical, by date,by transaction

number,duplicate and original. She was asked by her head to file the documents of the

patient who has discharge and the patient who is admitted, she checked the file from the

computer, encode the patients name,the company they belong and date.She also given

task by his supervisor to check the proper computation and summarizing all the accounts

For her, that task was not an easy one because after an hour her eyes get irritated,and feel.

But as a trainee, she avoided complaining. She also did scanning and photocopying of all

the documents of the patient. She also did answering phone calls when all the staff are too

busy. She takes note what the caller said, particularly the callers are the people asking for

the doctors available for their sickness,some are asking for their card if the doctors are

accredited,some are asking for guarantee of the patient . She also computed total amount

of patient and brought it to the accounting office,delivers memorandum to the different

clinics, folder,log books and che-ques,Wrote the name of the che-ques

owner,date,company amount to the log book. when the secretary got it,they sign the log

books. She also did swiping cards, entertaining patient, sign the consultation paper and

give it back to the patient and told to went to the clinic and sign the above signature and

told what room, were it located,who is the doctor and time.

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Observed Strengths and Weakness of the Training Area

Strengths

As she observed, the strength of their department was their good relationship.

They treated each other as a family and not just plain co-workers.They had good team

worked. She saw how they were with each other specially in entertaining their patient

well in handling a proper communication to the patient specially if it is angry because of

the some reason they didn't understand Co-workers explains well if they cannot handle it

their Head will explain again until the patient can catch up what they really want to be

understood. She thought it was very important that one should be enjoying his/her work.

Weakness

Their weakness observed was the lack of manpower to perform many

responsibilities. Since this topic is all about health most people come up with the health

benefit cards for them to provide the safeness of their love ones. She thought the system

they use was not enough for they can manage their patient immediately. She thought they

should have a meeting or conference to the different company regarding to the card

verification because some company cannot interact faster,and some company didn't not

answers their phone directly when it comes to the approval of the patient that is the other

reason why patient got angry.

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Problem Encountered

When she was in the training she encountered problem which is more in facing and

entertaining patient some are complaining why is it their doctor is not around without

posting proper date,there was an unexpected problem she encountered regarding to the

highest amount patient paid and they thought it was been charge by their health card. The

trainee give her best to answer the question of the patient she has no choice to talk to the

staff because all of them are too busy, she thought that patient could not understand what

she really want to express to her,but unconsciously the problem solve immediately by

asking again to their head if her explanation was too enough to understand the patient.

Insights

She observed that it was not easy to be in a health maintenance. She observed

how they work well and how they are busy everyday and also weekdays, she observed

that the workers didn't have proper time in toking their lunch, the proper way they do was

the two persons alternation in toking their lunch, in order to serve their patient very well

and they do their best just to serve it faster. She saw how the health maintenance

prioritize the senior citizens and for the emergencies. Their company is the very

important organization in their hospital like patient who don't have money to provide for

their accounts as long as they has a health card. She saw the proper function of the health

maintenance in communities. She observed that all the offices at the Our Lady of the

Pillar Medical Center only Health Maintenance Organization is the very important in

handling the company accredited,doctors who accept health cards.

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After 200-hour training in Health Maintenance Organization at the Our Lady of

the Pillar Medical Center, the trainee was so happy because of knowledge that she gain

and to all the experiences she had. First, she learned to file carefully, sorting the

documents. She knew that filing was not very hard but she was always careful and always

gave her best. She learned how to answer phone calls properly, and how to transfer call.

She know how to swipe different cards of the company, sign the consultation form of the

patient. She learned how to use machines in the office like photocopying machine and

laminating how to use fax machine machine how to scan.She learn how to communicate

and entertain patient. She also gain her best confident in talking to the doctors and to the

higher position. She also learned to be responsible by following the rules and regulations

of the company and to the rules of her superior. She learned to listen very carefully every

time her superior gave her the instruction every day.

She improved her communication skills in answering phone calls. She developed

her best self-confidence and self-awareness.

For her, the problem that she encountered in the hospital was patient are getting

angry because of the big amount they has paid to the counter and she questioning the

health maintenance department why is it their payment was not been charge to their

health card. The wrong doctors referral and the last one no doctors available by that time

and day or some doctors are having vacation according to the sickness they want to refer,

she told that why is it no doctor instead it is a hospital,but all the problem she encounter

has a explanation to the patient and that is been solved.

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SUMMARY, CONCLUSION, and RECOMMENDATION

SUMMARY

The 200 hour on-the-job training (OJT) was conducted at Health Maintenance

Organization at the Our Lady of the Pillar Medical Center located at Tamsui Avenue,

Bayan Luma, Imus, Cavite Philippines 4103. She worked directly under Mr.Randolph O.

Quilaton her Head and Ms. Ferlyn Gutierrez supervisor.

CONCLUSION

She worked as their assistant and followed all the tasks they gave to her. Health

Maintenance Organization (HMO) is very important in all the hospital . It is important

because they were responsible to protect the patient in giving the health card verification

so that the patient can afford to have a consultation if they don't have money. Always

remember that life is short and a very important gift that God borrowed us so we can

protect it and take good care of it.

RECOMMENDATION

She recommends that they should add people. She also recommend to maintain

using the advance technology.

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APPENDICESS
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Mary Joy G. Tampos

Blk.2 Lot 36 La Terraza 1A Bucandala III, Imus Cavite
09169064379/ [email protected]

Objectives
To serve the company and be one of its assets.
To gain experience and establish competitiveness in the field.

Skills
Computer literate
Works well with pleasure
Can communicate well

Educational Attainment

Level School Year

Tertiary Cavite State University 2012-present
Imus Campus
Secondary Misamis Oriental General 2011 - 2012
Comprehensive High
School

Seminars and Trainings

Date Title Venue

March 4, 2014 Personality Development: Imus Pilot Elem. PTA
Building Self-Confidence Building, Imus Cavite
and Development

February 15, 2013 Money from Concern to FRC Mall, Imus Cavite
Freedom
October 22, 2012 FRC Mall, Imus Cavite
Innovating Customer
Relations and Stress
Management
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Personal Information

Date of Birth: January 9, 1996

Age: 18
Sex: Female
Religion: Roman Catholic
Language Spoken: English, Tagalog
Civil Status: Single
Height: 411

Character Reference

Ms. Luningning A. Valdez

Chairperson-Management Department

Mrs. Charrise Marcelino

Management Instructor

Mrs. Janice Nealega

Management Instructor

I hereby certify that the above information is true and correct to the best knowledge
and belief.

MARY JOY TAMPOS

Applicants Signature
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CAVITE STATE UNIVERSITY

Imus Campus
Cavite Civic Center Palico IV, Imus, Cavite
(7 (046) 471-66-07 / (046) 471-67-70/ (046) 686-2349
www.cvsu.edu.ph

Department of Business, Administration and Entrepreneurship

To whom it may concern:

This is to certify that the narrative report of Ms. Mary Joy G. Tampos enrolled

under Bachelor of Science in Office Administration has been read for English critic and

is ready for reproduction and submission.

Ms Mae Cendaa
English Critic
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PICTURES
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