2009
Bachelor of Science in Nursing
Trinity University of Asia - St. Luke’s College of Nursing
Where Care Meets, Customer Service Excellence
Hello! I am Marie Louise Hortaleza and you may call me Louise. As a dedicated Registered Nurse with a strong background in Customer Service, I bring a unique blend of clinical expertise and a customer-centric approach.
With over 10 years of customer service experience in the healthcare industry, I have advanced knowledge of medical terminologies, medical policies, and medical processes. Moreover, I also have expertise in Customer Service, including communication with different clients of different nationalities, excellent relationship building, time management skills and have done different administrative tasks. I am committed to providing the highest level of support to clients both internal and external.
If you're seeking for a customer service nurse professional who will go above and beyond to ensure your customers' satisfaction, I'm here to be your dedicated partner in excellence.
My Skills and Competencies
Time Management
Project Management
Adaptability
Customer Service
Data Entry and Documentation
Communication Skills
Certificates
My Experience and Education
2021
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2023
Fortrea Philippines Inc
(Associate Manager)
• Supervise line-management of both individuals within the team and the project team.
• Handle scheduling appointments and calendar meetings for sponsors and team huddles.
• Respond to inquiries regarding pharmacovigilance services and tasks.
• Ensure the delivery of services meets or even surpasses Service Level Agreements.
• Oversee office management, including schedules, desk assignments, business continuity planning, disaster recovery, and more.
• Maintain the day-to-day operations to keep everything running smoothly.
2018
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2021
Pacific Cross Insurance (PHL)
(Team Leader - Members Program/Assistant Manager)
• Provided comprehensive support to VIP members regarding their medical insurance through various channels, including email, phone, video, and in-person interactions, managing the entire process from start to finish.
• Assisted in facilitating Executive Check Ups, as well as outpatient and inpatient appointments for patients/members.
• Collaborated with hospitals, clinics, and doctors to ensure accurate patient information related to their medical insurance.
• Handled efficiently administrative tasks and back-office duties within the insurance setting, such as managing claims and medical insurance documentation via fax and file systems.
• Conducted both group and individual orientations for members and policyholders, explaining the benefits of their medical insurance.
2016
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2018
Pacific Cross Insurance (PHL)
(Team Leader - Member Care Officers)
• Monitored the medical insurance-related email responses for their timeliness and accuracy.
• Ensured calls in the queue were closely monitored to prevent abandonment.
• Proposed operational process enhancements for internal and external patients/customers.
• Conducted quality call monitoring.
My Services
Data Entry
Conduct extensive research on a wide range of topics to gather valuable information.
Medical Specialist
Provide medical care to improve health outcomes for specific conditions or treatment plans.
Customer Service
Provide clients with the necessary support and assistance, ensuring that we address their needs, and concerns.