Carlo L.

I bring solid hands-on experience in customer support and service—handling inquiries, resolving concerns, and ensuring positive experiences across diverse interactions. My core strengths include clear communication, quick problem‑solving, and staying calm and accurate under pressure. I work with consistency, attention to detail, and genuine reliability: organized yet adaptable, I collaborate well with teams and also deliver results independently. I learn fast, follow standards, and focus on efficiency without compromising quality. I value long‑term contribution: I will reduce avoidable issues, boost satisfaction, support smooth workflows, and treat your business’s reputation as my own. I’m committed, eager to grow with you, and ready to add real value from day one.

• Clinic Receptionist | Medical Virtual Assistant

  Arthritis Clinic of Central Texas · 2025 — 2026
  Managed incoming referrals with careful documentation and prompt processing, performed insurance verification to check patient coverage before appointments, and scheduled appointments while considering provider availability and patient preferences.

• Medical Virtual Assistant

  NKP (National Kidney Partners) · 2025 — 2026
  Coordinated the management and processing of patient referrals, ensuring timely and accurate transfer of medical information among healthcare providers, while also processing and organizing incoming faxes to assure critical communications reached the relevant departments.

• Medical Virtual Sales

  SEAFARMA · 2024 — 2025
  Addressed inquiries concerning medications, delivering clear information aligned with available product details and guidelines, and processed medication orders, ensuring all requests were accurately recorded.

• Medical Virtual Receptionist/Medical Virtual Assistant

  Flexcare Infusion Center · 2024 — 2024
  Coordinated patient scheduling and follow-ups according to provider availability and patient needs, managed both inbound and outbound calls to confirm appointments and address basic inquiries, and facilitated communication between patients and law firms to relay authorized medical information.

• Prior Authorization Coordinator

  ORTHOONE · 2024 — 2024
  Submitted prior authorization requests to payers using various methods and compiled clinical information to appeal denied authorizations, while ensuring consistent tracking and monitoring of all pending authorizations for timely decision-making.

• Prior Authorization and Appeals Specialist

  null · 2024 — 2024
  Managed calls and faxes related to prior authorizations and appeals, reviewed requests for completeness, evaluated appeal cases based on guidelines, and maintained documentation of call details and outcomes in relevant systems.

• Network Engineer

  Optum Global Solutions · 2019 — 2024
  Diagnosed and resolved Ethernet connectivity issues through inbound customer calls, performed troubleshooting for various bandwidths, and escalated unresolved issues to higher-level support when necessary.

• Customer Service Representative

  Accenture · 2011 — 2019
  Handled calls and chat inquiries to deliver Tier 3 customer support for complex issues, resolved customer concerns by troubleshooting and researching account details, and collaborated with teammates to maintain service quality.

• Technical Support Representative

  Convergys · 2008 — 2010
  Provided troubleshooting support for residential customers facing DSL service issues, guiding them through diagnostic procedures and problem resolution, while documenting interactions for service improvement.

• Bachelor of Science in Electronics and Communications Engineering

  University of Southern Philippines Foundation · 2002 — 2007