Automating patient service across 70 clinics in the Philippines

Booking appointments

TMCC's contact centre was managing a steady inflow of appointment requests for Annual Physical Exams (APE) and laboratory services. Each request required an agent to collect structured details from the patient – name, contact number, email, appointment type, preferred date, and payment method – making it one of the most repetitive and resource-intensive workflows on the team.

TimCeeCee now handles this end to end. The assistant guides patients through a step-by-step intake conversation, collects all required information, and forwards the request for confirmation. The result is faster turnaround for patients and significantly reduced administrative load for staff, who can focus their attention on more complex cases.

Clinic schedules

With more than 70 clinics across the network, keeping patients accurately informed about branch operating hours and contact details was an ongoing challenge – particularly for enquiries that arrived outside business hours when agents were unavailable.

TimCeeCee serves as an always-on clinic directory, providing:

– Branch-specific contact numbers
– Opening and closing times
– Service availability by location

Integrated with TMCC's internal systems to surface up-to-date information, the assistant ensures patients can access accurate scheduling details at any hour – reducing missed appointments and unnecessary calls to the hotline.

Doctor availability

Finding the right doctor at the right branch – especially when searching by specialisation or subspecialty – previously relied on agents who often worked from incomplete or inconsistent information. This created delays and led to referrals that did not always match patient needs.

TimCeeCee allows patients to search by doctor name, specialisation, or subspecialty, and to filter by clinic location or city. This makes it easier for patients to identify the right provider before they book, and supports more efficient referrals – particularly for patients with specific clinical needs who might otherwise struggle to navigate a network of this size.

Clinic services

Patients regularly called the hotline to find out whether a specific service was available at a particular branch and how to access it. Without a direct digital answer, these enquiries created avoidable volume for agents and left patients waiting for basic information.

TimCeeCee helps patients identify which TMCC branches offer specific services and provides step-by-step guidance on how to book them. Queries that previously required agent involvement are resolved instantly – reducing congestion during peak hours and ensuring a consistent patient experience regardless of when the conversation happens.

Test result requests

Laboratory result follow-ups are a consistent and high-volume category of patient enquiry. Before automation, each request required manual triage: a patient would call or message to follow up, the enquiry would be logged, and the information retrieved – creating delays at a moment when patients are often already anxious.

TimCeeCee now handles the initial intake for these requests. The assistant asks for the clinic branch where the test was conducted and routes the enquiry to the appropriate team for follow-up. While results continue to be delivered through live channels, this structured triage step ensures every enquiry is correctly prepared and directed from the outset, reducing resolution time across the board.

Complaints handling

TMCC needed a reliable, structured channel for patient complaints – covering concerns about individual doctors, clinic conduct, and health insurance matters. Without a consistent intake process, these issues were handled unevenly across untracked messages and calls, with limited traceability for internal teams.

TimCeeCee provides a guided, confidential complaints flow through which patients can specify the nature of their concern – whether it involves a doctor, a clinic, or an insurance issue – and submit the relevant details in a structured format via webchat or Messenger. Every submission is logged and routed to the appropriate team, improving consistency and strengthening patient trust in the clinic's ability to respond.

Careers and FAQs

The majority of incoming enquiries are high-volume, low-complexity questions: clinic hours, accepted payment methods, medical card policies, and general service information. Using Proto's no-code builder, TMCC configured automated flows to handle these queries around the clock – no agent availability required.

TimCeeCee also promotes active vacancies at TMCC through a visual carousel, giving jobseekers a direct path to available roles without requiring a manual redirect from an agent. This keeps the assistant useful for a wider range of visitors and reduces avoidable enquiries for the team.

Security and compliance

Healthcare support involves some of the most sensitive personal information patients share. TMCC required a solution that could handle patient data securely and in compliance with Philippine data protection regulations.

Proto's platform is certified to SOC 2 and ISO 27001, with TLS/SSL encryption across all data exchanges, role-based access controls, secure API authentication, IP whitelisting, single sign-on, and multi-factor authentication. All activity is logged and monitored, with annual penetration testing conducted. These controls underpin the security of every patient interaction handled through TimCeeCee – across all 70+ clinics in the network.