Customer Service Representative | Healthcare Support Specialist
Iloilo
I am a customer service professional with over 10 years of experience in customer service, operations management, and team leadership, currently supporting healthcare accounts in the BPO industry. In my current role at Sagility, I assist patients and healthcare providers with billing inquiries, insurance corrections, claims research, and account resolution while maintaining HIPAA compliance and delivering excellent customer service. I am proficient in using healthcare account management systems, including Artiva and OneView PARM, and I am comfortable learning new technologies and workflows. Prior to joining the healthcare industry, I held leadership positions in retail, warehouse, and restaurant operations, where I supervised teams, improved operational efficiency, maintained high service standards, and solved complex day-to-day challenges. These experiences strengthened my communication, organizational, and problem-solving skills. I am seeking remote opportunities where I can leverage my customer service expertise, healthcare support experience, administrative skills, and operational background to help businesses deliver exceptional service while contributing to their continued success.
Sagility, full_time
Sep 2025 to Present
Labcorp Account (Current) • Handle high-volume inbound patient calls, addressing billing inquiries and account-related concerns • Explain the balance due for laboratory services clearly to patients • Assist in insurance filing and re-filing to ensure correct claim processing • Review patient accounts, claims, and insurance details for accurate resolution • Conduct root cause analysis on billing and claim issues • Maintain quality, productivity, adherence, and customer satisfaction KPIs • Deliver accurate, timely, and empathetic support while maintaining compliance with HIPAA, client policies, and company procedures. Cigna Proclaim – Provider Services • Assist providers with eligibility, benefits, and claims-related inquiries • Resolve complex concerns using multiple systems in a high-volume environment • Maintain compliance with HIPAA regulations and quality assurance standards • Utilize multiple systems and applications to document interactions, research information, and resolve issues efficiently. • Meet and consistently maintain key performance indicators (KPIs) including quality, productivity, adherence, and customer satisfaction. • Communicate complex healthcare information clearly and professionally to ensure provider understanding and issue resolution. • Adhere strictly to call flow, schedule requirements, and operational guidelines set by the account and management. • Demonstrate teamwork and professionalism by collaborating with peers and supervisors to support overall team performance. • Actively participate in coaching, quality calibrations, and continuous learning initiatives to improve service delivery.
Sen + Mel Group Inc., full_time
Apr 2025 to May 2025
• Conducted inspections, hazard identification, and risk assessments • Prepared incident reports and safety documentation
Sen + Mel Group Inc., full_time
Jan 2024 to Sep 2025
• Supervised warehouse operations and workflow coordination • Ensured compliance with operational and safety procedures
Sen + Mel Group Inc., full_time
Aug 2022 to Dec 2023
• Achieved 99% accuracy in inventory and order fulfillment • Improved productivity by 20% and reduced delays by 15%
TRZ Food and Industry Corp., full_time
Oct 2020 to Apr 2022
● Managed front and back-of-house operations, ensuring peak performance and cleanliness. ● Reduced downtime by 20% through a preventive maintenance program. ● Supervised teams during peak hours and maintained 20% improvement in efficiency. ● Maintained health and safety standards, achieving high audit scores and customer satisfaction.
Robinsons Builders, full_time
Jul 2014 to Aug 2020
• Led branch operations and improved store efficiency by 15% • Increased customer retention through service improvements
A.M. Builders' Depot, full_time
Apr 2009 to Jun 2014
• Managed operations, audits, and staff supervision • Achieved 100% accuracy in cash handling