Experienced professional with a background as a Customer Service Representative, Operations Supervisor, and Healthcare Collector, now trained as a Medical Virtual Assistant. Knowledgeable in patient intake, insurance verification, prior authorization, prescription refills, transcription, billing, coding, and medical scribing. Strong communicator with a versatile skill set, a solid work ethic, and a professional attitude, committed to delivering high-quality service and supporting excellent business outcomes.
Mindanao State University - Naawan
· Reviewed and monitored unpaid and aging medical claims through insurance portals and internal billing systems
· Performed insurance follow-ups for claims beyond standard turnaround times (45+ days from date of service)
· Contacted insurance companies to verify claim status, eligibility, benefits, and payment details
· Investigated claim denials, identified root causes, and prepared appeals or corrected claims as needed
· Gathered and documented payment information and coordinated with posting teams for accurate account updates
· Maintained detailed and accurate documentation of all actions, calls, and reference numbers
· Communicated professionally with insurance representatives, providers, and internal teams to resolve account issues
· Ensured compliance with confidentiality standards and proper handling of sensitive patient information
· Managed a high-volume workload while meeting productivity and accuracy targets
· Supervised and supported a team of customer service representatives in a high-volume telco account
· Monitored daily operations to ensure adherence to service level agreements (SLAs), KPIs, and quality standards
· Handled escalated customer concerns and provided timely resolution to complex billing, service, and technical issues
· Conducted coaching, performance reviews, and real-time feedback to improve agent productivity and service quality
· Ensured accurate documentation of customer interactions and compliance with company policies and procedures
· Collaborated with QA, training, and management teams to address performance gaps and implement process improvements
· Analyzed reports and team metrics to identify trends, risks, and opportunities for operational improvement
· Assisted with scheduling, workload management, and resource allocation to meet business demands
· Served as a communication bridge between agents and management, ensuring clear and consistent information flow
· Maintained professionalism and strong leadership while managing a fast-paced and customer-focused environment
· Handled high-volume inbound and outbound customer calls for a telecommunications account
· Assisted customers with billing inquiries, service issues, account changes, and technical concerns
· Resolved customer complaints efficiently while maintaining professionalism and empathy
· Accurately documented customer interactions, actions taken, and resolutions in the system
· Met or exceeded key performance metrics including call handling time, quality, and customer satisfaction
· Followed company policies, procedures, and compliance standards during all customer interactions
· Collaborated with internal teams to escalate and resolve complex or unresolved issues
· Maintained product knowledge to provide accurate information and effective solutions
· Adapted quickly to system updates, policy changes, and new tools in a fast-paced environment
Assisted customers with utility, telecom, credit card, and other bill payment transactions
Accurately processed payments, verified account details, and issued receipts
Ensured correct posting of payments in the system
Handled customer inquiries, payment discrepancies, and basic account concerns
Maintained confidentiality and accuracy of customer financial information
Delivered courteous and efficient service in a high-volume environment
Balanced cash and daily transaction reports
Complied with company policies, financial procedures, and service standards
Claim follow up Claim review and resolution Eligibility and benefits verification Denial review and appeal support
I provide reliable customer service support with BPO telco experience.
I provide reliable customer service operations support with proven experience as a BPO Operations Supervisor.