Carelon Global Solutions Philippines marks health products and services milestone with two accolades

It advances employee experience and client outcomes in the health services and business process management sectors.

Carelon Global Solutions Philippines received two honours at the Asian Management Excellence Awards 2026, securing the Philippines Executive of the Year - Health Products & Services and the Philippines Team of the Year - Health Products & Services. These achievements reflect the organisation's commitment to delivering “full and complete care” — the meaning behind its name.

Carelon Global Solutions Philippines strives to achieve its purpose of simplifying complex healthcare processes holistically and sustainably. This goal is realised by leveraging the capabilities of more than 10,000 full-time employees and applying a people-centred management model that enables efficient, consistent execution across operations.

From contact centre to high-impact global capability leader

Since its rebrand from Legato Health Technologies, Carelon Global Solutions Philippines has transitioned from a traditional contact centre to a premier global capability centre. This shift expanded the organisation’s operations beyond customer service to include specialised shared and billable services models, offering high-value solutions across global markets and catering to diverse client needs in the healthcare industry.

The transformation gained momentum in 2024 with the adoption of a new organisational framework centred around five towers, each designed to meet distinct business needs and functions. This restructuring enhanced technical expertise and service capabilities by streamlining workflows and enhancing domain specialisations.

The strategy translated into large-scale success. Between 2020 and 2025, the workforce grew from 1,835 to over 10,000 full-time employees, whilst revenue surged by 289%. It delivered $150m in annual savings.

By 2025, the framework had firmly taken root, leading Carelon Global Solutions Philippines to reinforce its foundational strength and reevaluate its team approaches to decision-making. The transformation enabled additional capabilities whilst retaining a 10,000-employee headcount, demonstrating a scalable and efficient operating model.

The organisation achieved stronger service outcomes, enhanced consistency, and a more strategic talent allocation across critical functions by aligning work with the unique strengths of departments and individual contributors. This paves the way for future commercialisation and positions the organisation to expand its services and market competency.

Putting people at the heart

Carelon Global Solutions Philippines maintains that innovation must be inclusive and people-driven. Automation tools like Workable, Payment Integrity Productivity Tool, and Claims VDG Tool were created by leveraging ideas and suggestions from associates. These tools generated nearly $13m in annual savings by cutting claims processing time by up to 83%.

The same principle drove the establishment of the Innovation Hub and Workforce Management Command Centre, which supported idea generation, prototyping, and the development of automation tools. More than 1,100 employees were redeployed into higher-value roles, contributing to $3.8m in annual savings. Unaccounted hours were reduced from 2.9% to 1.1% between 2024 and 2025.

A proprietary platform called Brainwave collects ideas from employees. It has seen over 700 ideas since its launch in April 2025. Thirty-two of these concepts are currently in various stages of testing and development, with four singled out as standout projects that exhibited measurable impact on productivity, efficiency, and service quality.

“Our people are at the centre of how we navigate change. Their ideas, openness to learning, and ability to adapt allow us to evolve with the healthcare and IT-BPM landscapes, whilst continuing to deliver value with consistency and purpose,” said Nicki Agcaoili, Vice President and Chief Country Executive of Carelon Global Solutions Philippines. This underscores how the organisation’s people-driven innovations enable resilience, relevance, and long-term operational strength.

Diversity, inclusion, and equity are also at the forefront of organisational goals, reflected in hiring practices and workplace culture that ensure opportunities, respect, and participation for people from diverse backgrounds and abilities.

These people-centred strategies have contributed to Carelon Global Solutions Philippines achieving an attrition rate of 11.5%, one of the lowest amongst similar industries. The sustained focus on employee experience underpins its recognition as a Great Place to Work-Certified organisation for five consecutive years.

The recognitions at the Asian Management Excellence Awards 2026 reaffirm Carelon Global Solutions Philippines’ philosophy that employees are solution-finders who are encouraged to engage, assess, and challenge processes.

The Asian Management Excellence Awards celebrates the finest business leaders, innovators, and companies in Asia. This prestigious awards programme recognises exceptional achievements in various domains, including employee engagement programmes, diversity and inclusion projects, and health and wellness initiatives.

The Asian Management Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for your company's employee engagements and management initiatives, please contact Danica Avila at [email protected].