Medical Virtual Assistant | Operations Manager | Team Lead
Philippines
I'm a medical virtual assistant with extensive experience managing US healthcare clients across medical virtual assistance, patient coordination, insurance verification, billing, collections, and operations leadership. Strong background in client communication, compliance, and performance-driven healthcare support. Proven ability to manage client expectations, support care teams, and ensure service quality across multiple healthcare accounts.
Contact Point 360, freelance
Apr 2024 to Nov 2025
• Led a team of 15 case management agents, providing ongoing guidance, performance coaching, and support. • Conducted client-facing meetings and collaborated directly with attorneys to address case-related matters. • Facilitated weekly update meetings with agents to review goals, address concerns, and ensure alignment with company objectives. • Performed call calibrations to ensure quality and compliance standards were consistently met. • Audited an average of 10 calls per week to evaluate communication quality, compliance, and client satisfaction. • Delivered one-on-one coaching sessions weekly to improve agent performance and foster professional development. • Maintained and updated the internal knowledge base (Shelf) to ensure accurate and up-to-date resources were available to the team. • Managed payroll processes, including time-in and time-out log monitoring for accurate compensation. • Delegated special tasks and projects to agents based on strengths and developmental goals. • Ensured daily team productivity targets were consistently achieved. • Coordinated medical records requests via the NRR system to support case resolution. • Reviewed client matters, accounts, and medical records to ensure accuracy, progress, and appropriate followups
VA Platinum, freelance
Mar 2021 to Mar 2024
• Insurance Verification • Verify patient insurance eligibility, coverage, and effective dates • Confirm active vs inactive benefits prior to appointments • Check copays, deductibles, coinsurance, and out of pocket maximums • Validate referral and prior authorization requirements • Document insurance details accurately in the EHR and billing system • Claims Management • Prepare and submit clean claims to insurance payers • Review claim rejections and denials, identify root causes • Correct and resubmit denied or rejected claims • Follow up on unpaid or delayed claims within timely filing limits • Communicate with payers to resolve claim issues • Medical Billing • Post charges and payments accurately • Apply insurance payments and patient payments • Review EOBs and ERAs for accuracy • Identify billing discrepancies and resolve them promptly • Ensure compliance with payer and regulatory guidelines • Appointment Setting and Scheduling • Schedule new and follow up patient appointments • Coordinate provider availability and clinic schedules • Verify appointment eligibility and insurance prior to booking • Confirm appointments via phone, text, or email • Document appointment details accurately in the system • Appointment Rescheduling • Reschedule appointments based on patient or provider requests • Manage cancellations and no shows efficiently • Maintain schedule optimization to reduce gaps • Notify patients promptly of schedule changes • Collections • Contact patients regarding outstanding balances • Explain patient financial responsibility clearly and professionally • Set up payment plans when applicable • Process patient payments securely • Follow HIPAA compliant collection practices • Medical Records Requests • Process medical records requests from patients, providers, and third parties • Ensure HIPAA compliance and proper authorization • Retrieve, review, and release records accurately • Track record requests and completion timelines • Sending and Managing EOBs • Send EOBs to patients via mail or electronic methods • Review EOBs for accuracy before release • Coordinate with billing teams for discrepancies • Maintain proper documentation of sent EOBs • Handled 200 medical virtual assistant with 3 client Urology, Opthalmology, and Durable Medical Equipment
Optum Global Solutions, full_time
Apr 2015 to Mar 2021
• Trained and managed onboarding for 15-20 new hires, ensuring seamless integration into company systems and processes. • Ensured all trainees received system access and were fully equipped with the tools and information required for success. • Delivered comprehensive training on internal processes, policies, and quality expectations. • Verified completion of all training modules and ensured knowledge retention through active engagement and assessments. • Monitored payroll time logs to ensure accurate compensation tracking during training periods. • Provided constructive feedback and performance evaluations to trainees, focusing on skill development and readiness. • Conducted call audits for tenured agents to ensure continuous improvement and adherence to best practices. • Processed electronic payments and deposited all claims to providers' bank accounts.