Healthcare Customer Service QA Specialist | Team Supervision
Batangas
I’m Patricia Mae Fernandez, a customer service and operations professional with more than seven years of experience in US healthcare accounts. Over the years, I’ve worked across different roles from frontline support and technical troubleshooting to escalations handling, team supervision, and quality assurance. This journey has given me a strong foundation in resolving complex member concerns, coaching agents, and ensuring HIPAA‑compliant service delivery across both chat and voice channels. At TTEC, I supported members through real‑time website and account troubleshooting, helping them with registrations, logins, and technical issues while keeping interactions accurate and empathetic. As a Quality Analyst Intern, I monitored calls, analyzed sentiment and NPS data, and joined calibration sessions to keep evaluations fair and consistent. My time at Teleperformance allowed me to grow into leadership roles, where I supervised teams, guided agents through escalations, and prepared performance reports with actionable recommendations. I also handled root‑cause analysis for member complaints and presented findings directly to clients, which strengthened my ability to balance service quality with operational goals. What I bring to the table: Deep experience in healthcare customer support and technical troubleshooting Strong background in escalations management and issue resolution Team coaching and supervision with a focus on performance improvement Quality assurance, call monitoring, and sentiment/NPS analysis Clear communication and documentation skills for reports, presentations, and workflows I take pride in being detail‑oriented, empathetic, and proactive. Whether it’s supporting members, guiding a team, or improving processes, I aim to deliver reliable results and contribute to smooth, efficient operations.
TTEC | US Healthcare Account, full_time
Apr 2026 to Aug 2026
Provided non‑voice, real‑time chat support to healthcare insurance members, resolving online account and website technical issues. Guided members through account registration, login troubleshooting, username recovery, password resets, and updating account information. Ensured all interactions complied with HIPAA standards while delivering accurate, empathetic, and efficient support.
TTEC | US Healthcare Account, internship
Oct 2025 to Mar 2026
Monitored and evaluated customer service calls against quality standards, analyzed NPS and sentiment data, and participated in calibration sessions with QA, supervisors, and operations. Supported service quality initiatives by creating presentation slides, speaker notes, handouts, and workflow trackers while managing multiple priorities independently.
TTEC | US Healthcare Account, full_time
Jun 2023 to Sep 2025
Provided website technical support to healthcare members, assisting with Medicare Advantage and Prescription Drug Plan inquiries. Explained plan benefits, helped members change their Primary Care Physician (PCP), booked appointments, and resolved member concerns across voice and technical support channels. Handled 70+ calls weekly while maintaining accuracy and service quality.
Teleperformance | US Healthcare Account, full_time
Nov 2021 to Apr 2023
Supervised Member Escalation Team agents, coached them on resolving complex issues, and identified opportunities to strengthen performance. Monitored and reviewed agent calls, tracked KPIs, and prepared reports with recommendations to improve account performance. Guided high‑performing agents toward promotion readiness.
Teleperformance | US Healthcare Account, full_time
Apr 2021 to Oct 2021
Monitored agent calls flagged for member complaints, conducted deep‑dive root‑cause analysis, and recommended resolutions and coaching points to reduce recurring complaint types. Presented findings and feedback directly to clients, serving as a key point of contact on complaint resolution.
Teleperformance | US Healthcare Account, full_time
Nov 2020 to May 2021
Supervised Prescription Drug Plan agents, built and rolled out daily game plans to align on priorities and targets, and coached agents on strengths and improvement opportunities. Monitored calls, tracked KPIs, and attended calibration sessions and team meetings to align on quality standards and performance goals.
Teleperformance | US Healthcare Account, full_time
Dec 2019 to Oct 2020
Handled escalated calls from irate members requesting a supervisor, acting as an Account Supervisor‑level point of contact. Resolved complex issues frontline agents couldn’t close and managed 50+ calls weekly while maintaining accuracy and service quality.
Teleperformance | US Healthcare Account, full_time
Nov 2018 to Nov 2019
Supported a Prescription Drug Plan account, assisting members with eligibility and plan verification inquiries, resolving billing questions, and explaining medication copay and plan benefit details. Processed prior authorization requests for medications and handled 80+ calls weekly.