HIPAA-Trained Email Support Specialist | Healthcare & Customer Care
Rizal, Antipolo, Philippines
Customers waiting too long for replies? I'll keep your inbox under control with fast, clear, and friendly email support. I'm Paula, a HIPAA-trained email and chat support specialist with almost 5 years of experience helping U.S. and international customers. I specialize in support where accuracy matters: healthcare members, patients, and account and payment concerns. WHAT I'VE DELIVERED ✔ Resolved 30–45 patient inquiries a day by email for a U.S. healthcare account ✔ Cut response time by 15% by building reusable email templates ✔ Answered member questions on coverage, claims, prior auth, and EOBs ✔ Handled account issues, refunds, transactions, and app troubleshooting by email and chat ✔ Reviewed disputed transactions and documented every case to compliance standards ✔ Managed client inboxes and kept CRM records up to date HOW I CAN HELP YOU • Email and chat support with clear, empathetic replies • Inbox management and ticket handling • Response templates and canned replies • Refunds, account issues, and basic troubleshooting • Healthcare member and patient inquiries • Case documentation and escalation TOOLS • Google Workspace: Gmail, Docs, Sheets, Drive • Microsoft Office: Outlook, Word, Excel • Client CRM platforms • Healthcare: payer member portals, claims and eligibility systems • Slack, ClickUp, Notion, Zoom, Dropbox HOW I WORK I read every message carefully, answer the real question the first time, and escalate only when needed, with clear notes so no one has to start over. I protect customer data, work U.S. hours, and learn new help desk tools fast. Need someone to take care of your customers' emails? Message me, and I'll show you how I can help.
Transcom, full_time
Sep 2025 to Sep 2026
• Handled customer concerns through email and chat. • Assisted customers with account issues, transactions, refunds and app troubleshooting. • Performed basic fraud checks, KYC verification and followed security protocols. • Documented case details properly and escalated issues when needed. • Investigated payment dispute claims, verified transaction details, conducted basic fraud and account reviews, processed chargebacks when applicable, and ensured timely resolution while adhering to compliance and security protocols.
GraphX Media, contract
Aug 2024 to Jun 2025
• Oversaw 30+ creative projects monthly with strict deadlines. • Maintained communication between internal teams and clients to ensure satisfaction and timely delivery. • Managed asset updates and file organization across digital platforms.
Boost Media, contract
Jan 2024 to Jul 2024
• Managed inbox and CRM records for international clients. • Scheduled and coordinated meetings across global time zones. • Handled research tasks and document preparation for client presentations.
Carelon Global Solutions Inc., full_time
Apr 2022 to Jul 2023
• Resolved 30-45 patient-related inquiries daily via email. • Processed claims and monitored documentation using in-house medical software. • Drafted template responses and improved response time by 15%.
Las Pinas Barangay Hall, internship
Oct 2021 to Jan 2022
• Organized digital and physical files weekly, improving records accessibility. • Supported vaccination logistics and community coordination for 1,000+ citizens. • Assisted in frontline service and handled resident inquiries.
Neksjob PH, internship
May 2021 to Nov 2021
• Handled applicant sourcing, screening, and scheduling. • Increased successful placement rate through effective coordination.
Xerox Inc., full_time
Mar 2016 to Oct 2016
• Handled 60+ calls daily, resolving queries for U.S. healthcare professionals. • Provided clear explanations of policies and improved satisfaction scores.