Helene A.
Mid-Level Customer Service Representative
Open to offersNew to PlatformAbout
Helene G. is an experienced Customer Service Representative with an extensive background in the healthcare, insurance, and telecommunications industries. At Tactical Back Office Inc., she processes orders for durable medical equipment (DME) by ensuring accurate documentation, coordinating with physicians and clinical staff, and verifying insurance eligibility through various platforms such as Availity. Her decade-long tenure as a Process Associate at Genpact Services LLC involved assisting members and medical providers with benefit information, managing VVIP accounts, and maintaining strict privacy with sensitive medical records. During her employment at Sykes Asia, Incorporated, Helene provided billing support to global customers, conducted system data entry, handled account management, and led product training initiatives for new agents. She leverages skills in MS Word/Excel, effective customer service, and detailed data processing across high-volume, regulated environments.
Experience
Customer Service Representative
Tactical Back Office Inc. · 2023 — PresentMaintain accurate records and comprehensive documentation while processing orders for durable medical equipment (DME). Coordinate effectively with physicians, clinical staff, and healthcare providers through phone calls, web portals, and Availity to ensure timely fulfillment of medical equipment orders. Verify insurance eligibility, coverage, and prior authorizations.Process Associate
Genpact Services LLC · 2012 — 2022Respond to calls from members, medical providers, and dental providers regarding medical and dental benefits, eligibility, claims, and pre-authorizations. Manage performance guarantee accounts (VVIP) and update members or providers via phone or email. Ensure strict adherence to privacy and confidentiality due to handling medical histories and records.Customer Service Representative (CSR)
Sykes Asia, Incorporated · 2004 — 2011Address general inquiries and billing concerns from customers in North America, APAC, and EMEA. Conduct system searches, coding, and data entry into the CRM tool/database. Verify account information prior to settling accounts and manage updates or cancellations of accounts, as well as resuming Internet service for suspended accounts. Prepare End of Day Reports and provide product knowledge to fellow agents while guiding them in using CCBILL, SVM tools, and Manual Charge. Handle escalated calls, report issues to clients, and conduct product training for new agents as needed. Oversee manual processing tasks, including chargebacks and retrievals, and manage e-fax correspondence and special billing cases.
Skills & Expertise
Education
- Diploma in Computer Science (DCS)INFORMATICS Computer Institute, Quezon City Center · 2000 — 2002
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