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.
Marie Louise Hortaleza
Professional Virtual Assistant-
mlhortaleza@gmail.com
-
+63 9175146899
-
Pasig City, Philippines
Profile
Skills
• Has strong oral and written communication skills.
• Can work under pressure and with less supervision.
• Patient, responsible and can do multitasking.
• Team player, willing to learn and resilient.
• Excellent sense of integrity and honesty when dealing with sensitive subjects and situations.
• Knowledgeable in Microsoft Application, Google Drive.
Educational Background
2009
Trinity University of Asia
Bachelor of Science in Nursing• 2009 Board Passer
Trainings Attended
2023 - General Virtual Assistance Training, PRO VA
2021 - India 8th Pharmacovigilance Conference Safety Surge
2016 - Step Up Business Communication Through Improved Writing Skills
2013 - Effective Presentation Skills, Blue Cross Insurance
2012 - Effective Communication Skills, Blue Cross Insurance
Career Experience
2021-2023
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.
2018-2021
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.
2016-2018
PACIFIC CROSS INSURANCE (PHL)
TEAM LEAD - MEMBER CARE OFFICER• 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.
2011-2015
BLUE CROSS INSURANCE (PHL)
FROM CUSTOMER SERVICE SPECIALIST PROMOTED TO SENIOR CUSTOMER SERVICE SPECIALIST PROMOTED TO CLAIMS ADMINISTRATOR• Provided assistance to clients regarding claims reimbursement and inquiries for their medical insurance.
• Responded and interacted with patients through various channels, including phone, email, video, and face-to-face interactions.
• Reported any concerns or developments that might affect internal and external clients, such as the status of filed claims, policy agreement
validity, and client coverage.
• Conducted benefits orientation for policyholders.
• Handled administrative tasks, including filing and organizing policies and medical claims.
FEB 2011 - MAY 2011
FRIENDLY CARE FOUNDATION INC (PHL)
NURSE/MEDICAL RECEPTIONIST• Addressed health concerns and inquiries related to laboratory tests.
• Administered general nursing care to patients.
• Collected medical and insurance information.
• Updated patient records in the chart and system
MAR 2010 - AUG 2010
USH PHILIPPINES INC
RECEPTIONIST• Attended to customer inquiries via phone and walk-ins.
• Answered incoming calls and addressed customer inquiries.
• Arranged appointments for both customers and the company's schedule.
Character References
Joy Fulgencio - Manager
Navigate Global Marketing Asia Inc
09178258167
Dhamielyn Sarno, MIT - Project Manager
PRO VA PH
dhamsarno@gmail.com
09158325769