2025 FH Curriculum

Curriculum Technical Information

FH Curriculum is a set of training courses that all FH professionals must complete by 2025 and which will help everyone to respond rapidly to new technologies, challenges and expectations.


General objective of the FH Curriculum: to develop the ability to think differently and allow the different FH areas to share the same knowledge, which will enable the Group to gain alignment and a single language, essential traits for the growth of the FH Team in a more collaborative way.


Courses:

Value Proposition


General objective: To understand the principles of ‘Being FH’ and why it is so.


Methodology: Document reading.


FH Business Process Model

Training Description: FH Business Process Model refers to the business organization model of the FH Group and gives us a view of all the areas of expertise within the Group, as well as how they operate and interact with each other. It refers to the set of activities performed by each area on a daily basis and is the basis for the management of Retail or Corporate businesses. They are organized in a consistent way so that one can understand the Group's performance and its organization.


General objective: Understanding how FH Teams operate and interact with each other and wich are the main activities they performe on a regular basis as well as how does FH interacts with our Clients.


Learning objectives:

The participants should be able to:

A. Understand the markets development; Define the value proposition; Understand how products and services are defined; and Know how Brand and Services are promoted.

B. Manage Sales Channels; Provide information to Clients; Assess Health Conditions; and Issue and send contract documentation & health cards.

D. Know how to Manage Network, from analyzing the Market Benchmark to gathering information on prices and services; Receive, identify and provide feedback to Clients; Perform elegibility checks; and Understand how to process co-payments and deductibles;

E. Understand how clinical information is gathered and upload; Know how clinical assessment is performed; Apply the pay to providers process and steps; and Know the quality audit and analysis processes;

F. Understand customer communication; Know hoe to manage the contract requests and premium collections; Understand how contracts can be renewed; Define Client satisfaction; Access the financial performance of products and services; and Manage complaints.


Programme contents:

  • Module A. Develop Brand, Product and Services:
  1. Define Target Segments and Clients
  2. Define Value Proposition
  3. Design Products and Services
  4. Promote Brand
  5. Promote Services


  • Module B. Sell to Customer
  1. Manage Sales Channel
  2. Provide Information to Clients
  3. Assess Health Condition (Medical Underwriting)
  4. Enroll Clients


  • Module D. Provide Medical Services
  1. Manage Medical Network
  2. Schedule Appointments
  3. Perform Elegibility
  4. Process Co-payment and Deductibles
  5. Authorize Procedure


  • Module E. Manage Utilization
  1. Assess Clinical Status
  2. Reimbursement Client
  3. Pay to Providers
  4. Assess Quality
  5. Audit and Prevent Fraud or Abuse
  6. Assess Product and Service Financial Performance


  • Module F. Manage Client Relationship
  1. Support Client
  2. Manage Contract Requests
  3. Manage Premium Collections
  4. Renew Contracts
  5. Manage Overdue Collections
  6. Retain and Winback
  7. Assess Client and Contract Financial Performance
  8. Assess Client Satisfaction
  9. Complaints Management


Training Methodology:

This training is based on the expository method, where the topics will be presented one by one to the participants. The fundamental themes of this subject will be explained, adapting the language to a general target audience that does not necessarily have previous knowledge of the subject. Examples will occasionally be used to explain certain cases.


Assessment Methods:

Assessment will take place in one stage at the end of each module: a summative and final assessment in the form of a selection questionnaire (multiple choice and true or false). To complete the each module and the course successfully, the participants must have a minimum mark of 80%.


Introduction to Health Insurance

Training Description: An introductory course on the subject of Health Insurance where participants will learn the essentials of the sector. The course allows students to develop technical skills in the area of insurance and/or improve previously acquired knowledge. The training will take place in eLearning and is scheduled to last 01:30 hours.


General objective: This course aims to promote the acquisition and updating of introductory knowledge of the insurance sector.


Learning Objectives:

The participants should be able to:

  • Understand the framework of Health Insurance in financing of health care;
  • Understand the different types of Health Insurance;
  • Recognise the specific concepts within the scope os Health Insurance;
  • Describe the regular underwriting process and the specifics of each of its phases, including the importance of information in assessing the health status of potential Insureds;
  • Understand how Claims Management works in its different phases;
  • Bear in mind the absolute prohibition of discriminatory practices in the management of underwriting processes or claims management.


Programme contents:

  • Types of Health Insurance
  • Terminology Specific to the Sector
  • Covers and Guarantees
  • Exclusions and Pre-existences
  • Waiting Period
  • Contract Term
  • Underwriting
  • Claims Management


Teaching methodology:

This training is based on the expository method, where the topics will be presented one by one to the participants, making short summaries in the form of an evalution. The fundamental themes of this sector will be explained, adapting the language to a general target audience that does not necessarily have previous knowledge of the subject. Examples will occasionally be used to explain certain cases.


Assessment methods:

Assessment will take place in two stages:

  • Continuous assessment in the form of a selection questionnaire (throughout the training);
  • Final assessment (at the end of the training): summative assessment in the form of a selection questionnaire (multiple choice and true or false). To complete the course successfully, the participants must have a minimum mark of 80%.


GDPR at Future Healthcare

Training description: This course will cover the General Data Protection Regulation in place in Europe and how FH operates under these rules and procedures. The subject of security and risk mitigation is also covered in this training. During the course, the participant is accompanied by the Data Protection Officer (DPO) who shares how we may contribute to an environment of information security and what are the best practices in this field.


General objective: This course aims to raise awareness of the importance of all of us working together and in accordance with the rules of this regulation so that FH is always in compliance with these normative, contributing to the promotion of the correct processing of personal data of all those concerned.


Learning objectives: 

The participant should be able to:

  • Define the concept of GDPR and its scope;
  • Define some concepts such as: Personal Data, Treatment, Data Titleholder Rights, Subcontractor, DPO and Data Breach;
  • Clarify to whom the protection of personal data applies;
  • Understand the spectrum of possible discrimination regarding the use of sensitive data;
  • Understand the concept of subcontractor;
  • Understand FH's perspective on this regulation;
  • Bear in mind the importance of anticipating possible security incidents;
  • List the consequences of breaching the rules;
  • Understand the rules defended by the GDPR from a technological point of view.


Programme contents: 

  1. Simplifying the GDPR: Knowing the main definitions in the light of the regulation;
  2. Obligations imposed on the FH Group: The Group's role in processing personal data;
  3. The FH Group's perspective on the processing of personal data: The main changes and challenges experienced by the Group when the regulation was introduced;
  4. Information Security: The guarantee of appropriate technical and organisational measures to ensure the level of security taking into account the risk.


Teaching methodology: 

This training is based on the expository method, where the topics will be explained to the participant, making short summaries in the form of an evaluation. The fundamental themes of this European regulation are explained, adapting the language to a general target audience that does not necessarily have previous knowledge of the subject.


Assessment methods: 

Assessment will take place in a summative multiple-choice form at the end of each module.

  • Continuous assessment in the form of a selection questionnaire (at the end of each module);
  • Final assessment (at the end of the course): summative assessment in the form of a selection questionnaire (multiple choice and true or false). To complete the course successfully, the trainee must have a minimum mark of 75 per cent.



Technical Requirements for 2025 FH Curriculum:

Functional computer equipped with speakers and Internet connection.