Wellness and Joyful

Is healthcare synonymous with fun and trendiness? Carmelita de Leon, Vice-President for Sales and Marketing at Healthway Medical, believes it can be. Since assuming the role of sales and marketing manager in 2004, she has spearheaded initiatives to prioritize preventative healthcare while also identifying and addressing customer pain points through innovative services. Initiatives such as the Hate-Wait program, designed to minimize waiting room inefficiencies, and HealthCheQ, which offers a comprehensive medical check-up bundled with hotel accommodation for two, exemplify Healthway Medical's commitment to revolutionizing healthcare delivery.

Could you share insights into your professional journey and what led you to become part of the Healthway Medical team?

Carmelita: My professional journey began later in life after becoming a mother at 21. Prior to that, I explored various job opportunities, ranging from office roles to glamorous positions in a five-star hotel. However, it was my experience as a medical representative in a pharmaceutical company that truly shaped my career path. This role provided me with invaluable opportunities for growth, instilling in me a strong work ethic and fostering my creative potential. Through dedication and perseverance, I advanced to the position of regional sales manager, achieving significant milestones over my 10-year tenure.

After exploring entrepreneurship for two years, I realized my passion for sales and the corporate environment. Accepting an opportunity to join Healthway as a sales manager in 2004, my objective was clear: to revitalize sales performance. By infusing healthcare marketing with a sense of fun and creativity, I successfully navigated the challenge and achieved notable success.

What are some memorable milestones or accomplishments you've experienced during your tenure at Healthway?

Embracing an ethos of service leadership, I've fostered a culture within our team where everyone embodies the role of a health ambassador. We've redefined the perception of healthcare as not only essential but also trendy and appealing. By strategically locating our facilities in upscale shopping malls, we aim to make preventive care and an active lifestyle accessible to a broader audience.

Engaging in extensive fieldwork, I actively seek out firsthand insights into customer experiences and identify areas for improvement in health and wellness services. Leveraging Healthway's agile management structure, I spearhead initiatives to address these gaps and introduce innovative solutions.

The inception of HealthCheQ, an innovative concept offering comprehensive medical check-ups in a condensed timeframe bundled with complimentary hotel accommodation, stemmed from our close engagement with customers.

What changes have you seen within the industry?

Customers are more sophisticated and empowered; they ask around, Google doctors, compare rates, and ask a lot of questions. It’s a positive sign the industry is growing, and people tend to gravitate towards brands that are serious and reputable. People are also becoming more health conscious. The SEED (sleep, eat right, exercise, de-stress) lifestyle talk is becoming more popular because people want to hear about how to be ‘the CEO of their own health’.

We’ve also seen that customers and patients prefer one-stop shopping. This is why we have CCS, or corporate clinic management. On-site clinics with doctors and nurses can address employees’ immediate health needs while keeping them safe and productive. Customers need more patient education, and they’re constantly looking for something new. This led to Healthway launching Health Wallet, the first reloadable, consumable, shareable health card. It allows flexibility of health plans and pushed families to save on their health costs.

What does the Hate-Wait program entail, and how does it enhance customer experience?

As the frontrunner in outpatient services, managing high traffic volume has made minimizing waiting times a top priority for us. Introducing the Hate-Wait program, we offer patients the flexibility to engage in other activities such as shopping or errands while awaiting their doctor's appointment. We utilize text notifications to alert patients when their appointment is approaching, enhancing their overall experience.

What strategies are you considering for future growth and expansion?

Healthway is poised for expansion, with plans to launch additional clinics in both mall and community settings. Our inaugural specialty clinic at Shangri-La Plaza Mall will feature a team of medical professionals specializing in traditional Chinese medicine, as well as spine, sports, and rehabilitation medicine. Additionally, we are entering the hospital sector with our inaugural project in Quezon City, driven by the growing demand from patients for enhanced facilities and comprehensive care options.

How crucial are your key suppliers and partners, and how do you ensure mutually beneficial relationships?

Integrity and fairness are paramount in cultivating business partnerships and securing deals. We adhere to standardized accreditation procedures, ensuring alignment with both international and Filipino standards. Our communication is transparent and straightforward as we articulate our business plans and insights honestly. We prioritize strong collaboration, recognizing that growth is fostered through reliable and credible partnerships.

What personal philosophy guides your leadership approach, and what qualities do you believe define a successful and driven leader?

Each of us possesses unique gifts, and it is our responsibility to unleash our inherent goodness and greatness. Regardless of our circumstances, gratitude is essential; we should embrace each day as an opportunity for personal growth and improvement.

What aspect of your role brings you the most fulfillment?

Advocacy holds a special place in my heart. The opportunity to promote good health and contribute to nation-building is a privilege. Additionally, I am fortunate to work alongside a young and dedicated management team who view work as an enjoyable endeavor. Engaging in roadshows to advocate the SEED lifestyle to corporates is particularly rewarding. Witnessing the Healthway brand emerge as the preferred partner for leading consumer brands is always exhilarating. Receiving recognition, both locally and internationally, serves as motivation to push boundaries and exceed previous achievements. Among these accolades, the Reader's Digest Trusted Brand award holds a special significance, symbolizing consumer trust and approval.