Carrie B.
Operations Team Lead | Patient Support Specialist
Open to offersNew to PlatformAbout
Hi there!I am a Licensed Professional Teacher turned Operations Team Lead and Executive Virtual Assistant with a strong track record of managing high-performing remote teams and streamlining complex business workflows. Over the last few years, I have specialized heavily in US-based healthcare operations, serving as a Team Lead for a major US dental and medical account (Sonrava Health). I don't just handle day-to-day administrative tasks—I actively analyze performance metrics, build efficient processes, and ensure strict HIPAA compliance and data security. Whether you need a proactive partner to manage your executive calendar across multiple businesses, coordinate your project deadlines, or run the day-to-day backend of your medical/dental practice, I possess the technical skills, communication level, and leadership mindset to hit the ground running.
Why hire me
You should hire me if you are looking for an independent, highly organized professional who requires zero hand-holding and drives actual business results. Here is exactly what I bring to your team: Immediate Software Competency: Unlike general VAs, I have deep, hands-on experience navigating complex industry software like Dentrix, Open Dental, ServiceNow, and advanced Amazon CRM ecosystems. I can adapt to your tech stack with a minimal learning curve. The Educator's Edge (LPT): As a Licensed Professional Teacher, my English communication (both written and verbal) is highly polished. My background allows me to handle high-value clients with premium executive presence, design training materials, and troubleshoot complex problems methodically. Leadership and Problem-Solving Mindset: Having excelled as a Tier 2 Escalations Specialist and an Operations Team Lead, I don't just spot problems—I fix them. I am highly skilled at optimizing bottlenecked workflows, organizing messy project trac
Experience
Operations Team Lead
XtendOps Cebu (Sonrava Health Account) · 2023 — PresentDirectly managed daily operations, medical workflows, and compliance targets for a high-volume US healthcare account (Sonrava Health). Key Achievements & Responsibilities: * Healthcare Systems Oversight: Managed administrative and clinical patient workflows across major dental and medical software platforms, including Open Dental, Dentrix, and Echart. * Compliance & Administration: Ensured absolute data integrity and strict adherence to HIPAA privacy and security guidelines. * Financial Operations: Supervised backend insurance verification and processing workflows via Medi-Cal and Airpay. * Performance Optimization: Analyzed team data trends and performance metrics using Microsoft Excel to identify operational bottlenecks and scale efficiency. * Remote Team Training: LeveragedCustomer Service Associate (Seasonal)
Amazon Cebu · 2023 — 2023Navigated high-volume, fast-paced seasonal retail customer queues, managing comprehensive tracking, refund, and account solutions. * Cloud Space Navigation: Operated securely inside an advanced virtual workplace framework utilizing Amazon WorkSpaces and Single Sign-On (SSO) systems. * AI Integration: Managed live customer telephony and contact solutions using Amazon Connect, Amazon Lex, Amazon Q in Connect, and Contact Lens framework. * CRM Tooling: Documented cases, tracked metrics, and resolved customer escalations utilizing ServiceNow and proprietary Amazon CRM tools.Customer Service Representative (Tier 2 Offline / RRD Specialist)
Teleperformance Cebu (Expedia Chase Account) · 2021 — 2021Served as a specialized backend Tier 2 Specialist, responsible for handling complex escalated ticketing workflows and financial resolutions for premium cardholders on the high-value Expedia Chase account. * Global Travel Platforms: Resolved critical travel disruptions and booking errors directly through Expedia Partner Central, Chase Travel Agent Portal, and Global Distribution Systems (Sabre and Amadeus). * Omnichannel Support: Utilized Avaya Experience Platform, Genesys, and Salesforce AgentSync portals to seamlessly maintain premium service level agreements (SLAs).
Skills & Expertise
Education
- Bachelor of Early Childhood EducationCebu Normal University · 2018 — 2023
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