2011
Business Administration Major in Marketing Management
Technological Institute of the Philippines
Get to Know Me
I am a dedicated and detail-oriented Virtual Assistant with a passion for helping businesses and professionals achieve their goals through efficient and reliable support. With experience in managing administrative tasks, organizing workflows, and streamlining operations, I bring structure and clarity to even the busiest schedules.
My expertise includes email and calendar management, data entry, research, and social media support. I am proficient in using tools like Google Workspace, Microsoft Office, etc. I am also skilled in handling customer service inquiries and ensuring smooth communication across teams.
Driven by a commitment to professionalism and confidentiality, I pride myself on being adaptable, proactive, and resourceful. My goal is to help clients focus on what they do best by taking care of the details and ensuring that every task is completed accurately and on time.
Whether you're a business owner, entrepreneur, or busy professional, I’m here to provide the support you need to succeed. Let’s work together to make your vision a reality!
My Skills and Competencies
Customer Service
Email Management
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
My Experience and Education
2022
-
2024
NTT DATA SERVICES PHILIPPINES LTD.
(Senior Quality Analyst)
- Audit and evaluate calls, emails, and other transactions for adherence to quality standards and healthcare guidelines.
- Identify errors or deviations in processes and recommend corrective actions.
- Ensure compliance with HIPAA, data protection, and healthcare-specific regulations.
- Track key performance indicators (KPIs) such as accuracy, timeliness, and customer satisfaction.
- Analyze trends and patterns to identify areas for operational improvement.
- Provide actionable insights and feedback to enhance team and individual performance.
- Collaborate with team leaders and managers to refine workflows and enhance service delivery.
- Monitor adherence to healthcare compliance standards and client-specific guidelines.
- Identify risks and implement strategies to mitigate them effectively.
- Prepare detailed quality reports and present findings to stakeholders.
- Maintain accurate records of quality audits, feedback, and improvement initiatives.
- Work closely with trainers, supervisors, and agents to ensure understanding of quality standards.
- Provide coaching and support to enhance team members’ skills and adherence to processes.
- Conduct root cause analysis of errors and provide recommendations to prevent recurrence.
2021
-
2022
NTT DATA SERVICES PHILIPPINES LTD.
(Subject Matter Expert)
- Serve as the go-to resource for team members on healthcare processes, terminology, and regulations.
- Address complex queries, resolve escalations, and provide detailed explanations of healthcare-related issues.
- Ensure compliance with healthcare standards, such as HIPAA, and client-specific protocols.
- Assist in designing and delivering training programs to enhance the team's understanding of healthcare processes.
- Conduct regular knowledge-sharing sessions, updates, and refresher courses.
- Identify process inefficiencies or gaps and recommend improvements.
- Collaborate with leadership to implement best practices for healthcare service delivery.
- Analyze data and feedback to refine workflows and optimize performance.
- Provide insights during the development and implementation of new healthcare processes or tools.
- Participate in client meetings to discuss process enhancements, updates, or issues.
- Monitor performance metrics and ensure adherence to quality standards and healthcare regulations.
2020
-
2021
NTT DATA SERVICES PHILIPPINES LTD.
(Customer Service Associate)
- Respond to incoming calls, emails, or chats from patients, providers, and clients regarding healthcare services.
- Address inquiries related to insurance claims, billing, appointments, and medical records.
- Provide accurate information and resolve issues in a professional and timely manner.
- Follow client-specific guidelines, policies, and procedures for handling healthcare related tasks.
- Ensure compliance with HIPAA and other healthcare privacy and security regulations.
- Maintain confidentiality of patient and client information at all times.
- Accurately document call details, resolutions, and follow-up actions in the system.
- Maintain up-to-date records of all interactions and transactions.
- Identify and escalate unresolved issues to supervisors or appropriate departments.
- Provide proactive solutions and assist customers in navigating complex healthcare processes.
- Participate in training programs and team meetings to enhance skills and knowledge.
2020
-
2020
Optum Global Solutions Inc.
(Customer Service Representative)
- Hybrid – Provider Services and Member Services
- Skill Trained - Claims Processing and Web support assistance
- Ensure compliance with HIPAA and other healthcare privacy and security regulations.
- Respond to incoming calls, emails, or chats from patients, providers, and clients regarding healthcare services.
- Provide accurate information and resolve issues in a professional and timely manner.
- Maintain confidentiality of patient and client information at all times.
- Accurately document call details, resolutions, and follow-up actions in the system.
- Identify and escalate unresolved issues to supervisors or appropriate departments.
- Examine healthcare claims for accuracy, completeness, and adherence to client and regulatory requirements.
- Verify patient information, provider details, insurance eligibility, and service codes.
- Identify and address discrepancies, missing information, or errors in claims.
- Adhere to quality standards and guidelines to minimize processing errors.
- Investigate and resolve claim discrepancies, denials, or rejections by coordinating with healthcare providers, insurance companies, or patients.
- Provide feedback and recommendations to improve claim submission accuracy.
- Work closely with team leads, supervisors, and clients to address concerns and improve workflows.
2017
-
2020
Hinduja Global Solutions Ltd.
(Healthcare Overpayment Recovery Associate)
- Respond to incoming calls, emails, or chats from patients, providers, and clients regarding healthcare services.
- Review claims, payments, and account records to identify overpayments.
- Investigate root causes of overpayments, such as billing errors, duplicate payments, or payer adjustments.
- Validate overpayment discrepancies by cross-referencing contracts, payment policies, and coding standards.
- Initiate recovery processes for overpaid amounts by communicating with payers, providers, or patients.
- Submit refund requests, process offsets, or negotiate repayment plans as necessary.
- Ensure accurate documentation of all recovery efforts and maintain detailed account records.
- Adhere to healthcare regulations, including HIPAA, payer-specific guidelines, and legal requirements for overpayment recovery.
- Prepare reports on overpayment trends, recovery progress, and unresolved accounts.
- Maintain confidentiality and ensure secure handling of sensitive financial and patient information.
- Identify recurring issues leading to overpayments and recommend corrective actions to prevent future discrepancies.
- Liaise with insurance companies, providers, and internal departments to resolve overpayment disputes.
- Provide clear explanations of overpayment findings and recovery processes to all involved parties.
2012
-
2017
Rich-Paul Marketing Co., Inc.
(Office Admin Assistant / Secretary)
- Perform general office duties, such as answering phones, managing emails, and greeting visitors.
- Schedule appointments, meetings, and events, and maintain calendars.
- Organize travel arrangements, including flights, accommodations, and itineraries.
- Act as the primary point of contact for the CEO, managing phone calls, emails, and inquiries.
- Prepare and organize documents, reports, and correspondence.
- Monitor and follow up on tasks and projects to ensure deadlines are met.
- Order and maintain office supplies and equipment inventory.
- Ensure the office is clean, organized, and fully functional.
- Liaise with vendors, contractors, and service providers as needed.
- Maintain accurate and up-to-date records, files, and databases.
- Enter data into spreadsheets or systems and generate reports when required.
- Handle confidential information with discretion and professionalism.
- Serve as the point of contact for internal and external communication.
- Distribute memos, notices, and other important updates to staff.
- Assist in drafting and proofreading correspondence or presentations.
- Assist other staff members or departments with administrative tasks.
- Prepare meeting agendas, take minutes, and distribute follow-up notes.
- Provide support in organizing company events or projects.
2024
-
Present
Freelance
(Medical Virtual Assistant)
✔ Appointment Scheduling – Booking, rescheduling, and canceling patient appointments.
✔ Requesting authorizations to different types of IPA
✔ Patient Data Management – Updating electronic health records (EHR) and ensuring accuracy.
✔ Medical Billing & Coding – Processing insurance claims and handling billing inquiries.
✔ Insurance Verification – Checking patient eligibility and benefits
✔ Data Entry & Reporting – Organizing reports for doctors or clinics.
✔ Maintaining Confidentiality – Following HIPAA or similar regulations to protect patient privacy.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Customer Service
Responding to customer inquiries (email, chat, or phone)
Administrative Support
- Email management - Calendar management - File organization and cloud storage management
Project Management
- Organizing and prioritizing tasks using project management tools - Tracking progress and providing regular updates on