Healthcare Advocate / Customer Service Representative
Bulacan
As a healthcare professional with 1 year of experience, I am driven by a deep personal commitment to transforming complex medical processes into clear, compassionate, and supportive experiences for every patient I serve. Empathetic healthcare support specialist committed to guiding patients through complex care systems with clear, compassionate communication and dedicated coordination.
Eskinita Cafe, freelance
Sep 2025 to Present
Managed daily front-of-house operations in a fast-paced environment, taking customer orders, operating POS systems, and accurately processing cash, card, and digital payments. Prepared and served handcrafted hot and cold specialty beverages, espresso drinks, and food items following quality, speed, and safety guidelines. Delivered friendly, personalized customer service to build rapport with daily regulars and create a welcoming shop atmosphere. Balanced the cash register daily, handled cash float reconciliation, and ensured zero-variance reporting at shift close. Maintained high standards of cleanliness, hygiene, and workstation organization in compliance with food safety regulations.
Grab Philippines, freelance
Jun 2024 to Feb 2026
Provided safe, reliable, and punctual point-to-point ride-hailing services for thousands of passengers in high-density urban areas. Maintained a high star rating (e.g., 4.9/5.0) by delivering exceptional customer service, assisting passengers with luggage, and ensuring a clean, comfortable ride environment. Practiced active listening and professional communication when interacting with diverse passengers, managing customer inquiries, special trip requests, and minor in-transit issues calmly. Applied route optimization techniques using GPS software (Google Maps/Waze) to navigate heavy traffic, avoid road closures, and reduce trip times. Managed daily ride bookings, cash/cashless transaction records (GrabPay), and trip logs through the Grab Driver mobile application.
Continuum Global Solutions, full_time
May 2024 to Oct 2024
Served as a dedicated pharmacy support specialist, handling high-volume inquiries from members, pharmacies, and prescribing provider offices regarding medication coverage and fulfillment. Navigated drug formularies, co-pay tiers, step therapy requirements, and quantity limits to explain coverage options and cost-saving alternatives to patients. Initiated and tracked prior authorization (PA) requests, liaising between physicians and pharmacy benefit managers (PBM) to expedite urgent medication approvals. Facilitated mail-order prescription setups, refill processing, order status tracking, and emergency medication overrides to ensure uninterrupted patient care. Maintained strict adherence to HIPAA and PHI privacy regulations while updating account logs and prescription records in healthcare CRM systems.
Optum Global Solutions, full_time
Aug 2022 to Jan 2023
Provided compassionate front-line support to healthcare plan members, patients, and healthcare providers regarding benefits, coverage eligibility, and claims status. Guided members through complex insurance details, including deductibles, co-pays, out-of-pocket maximums, and prior authorization requirements. Maintained strict compliance with HIPAA regulations and patient privacy guidelines while handling sensitive Personally Identifiable Information (PII) and Protected Health Information (PHI). ssisted callers in locating in-network providers, specialists, and medical facilities to ensure seamless access to care. Accurately documented patient interactions, grievance submissions, and claims inquiries in HIPAA-compliant CRM platforms (e.g., Salesforce Health Cloud, Epic).
VXI Global Holdings Inc., full_time
Feb 2021 to Jun 2021
Delivered front-line technical, billing, and account support to high-volume telecommunications subscribers via inbound calls, resolving inquiries on first contact. Diagnosed and systematically resolved internet connectivity, network coverage, and hardware issues for mobile and broadband devices. Educated customers on billing structures, plan upgrades, and promo options, consistently driving account retention and upselling complementary services. Maintained top-tier performance metrics across Key Performance Indicators (KPIs), including First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) scores. Documented call logs, account modifications, and escalation notes accurately in CRM systems (e.g., Salesforce, Amdocs, Clarify).