Healthcare Virtual Assistant / Customer Tech Support
Metro Manila
A trained Healthcare Virtual Assistant supporting physicians, clinics, and billing teams by managing patient scheduling, insurance verification, and claims processing. Brings over a decade of experience in the BPO industry specializing in customer service, technical support, and training leadership—including serving as a Program Ready Trainer for Microsoft, leading new‑hire onboarding and upskilling sessions. Equipped with specialized HVA training and certifications in Revenue Cycle Management (RCM), trauma‑informed communication, administrative training, and both U.S. and Canadian billing practices. This combination of industry experience and healthcare specialization enables delivery of reliable, compliant, and patient‑centered administrative support with accuracy, professionalism, confidentiality, and a people‑first mindset.
Convergys Philippines Services Corporation, full_time
Sep 2016 to Jul 2017
Conducted new hire training for Microsoft Office(Windows & Mac) troubleshooting Provided coaching to improve class performance and retention Coordinated with Microsoft operations teams Facilitated refresher / up-training sessions for current employees
Convergys Philippines Services Corporation, full_time
Aug 2011 to Aug 2016
Delivered high-quality inbound support and technical solutions to customers Resolved escalated cases and supervisor-level concerns Supported case management processes and collaborated across support teams
HSBC Electronic Data Processing, full_time
Mar 2010 to Mar 2011
Offered world-class customer support over the phone Performed accurate account adjustments within service guidelines Resolved complaints and defused challenging interactions with professionalism
Startek Philippines, full_time
Aug 2009 to Dec 2009
Assisted with billing inquiries and service adjustments Explained Lifeline Assistance Plan benefits Modified calling features and bundle packages
NCO Philippines, full_time
Sep 2006 to Jul 2009
Facilitated shift briefings and performance coaching Managed schedules and conducted SMART coaching for agents Oversaw call monitoring for peer coaches and trainees
Teleperformance, full_time
Oct 2004 to May 2006
Responded to customer inquiries with speed, courtesy, and professionalism Ensured client concerns were addressed thoroughly
Spiderware Inc., full_time
Nov 2003 to Sep 2004
Contacted prospective clients and provided service information Managed customer complaints and feedback