Michael T.
Mid-Level Provider Services Supervisor
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About
Michael T. T. is an accomplished Provider Services Supervisor in the healthcare operations sector, currently working at Maxicare in Manila, Philippines. He expertly oversees hospital-based Liaison Officers, coordinating with healthcare providers to ensure timely patient admissions approval and compliance with policy standards. With a robust background in customer service, Michael leverages extensive experience from his roles at Convergys, Shopee Philippines, and IHG, specializing in customer experience and team leadership. His role at Convergys as a Team Leader further honed his skills in coaching, process improvement, and quality management. At McGrath Incorporated and other previous positions, he demonstrated proficiency in various tasks including claims support, quality assurance, and performance management. His academic background in marine engineering and certifications, including Salesforce Certified, underline his technical adaptability and commitment to professional growth.
Experience
Provider Services Supervisor
Maxicare Healthcare Corporation · 2024 — PresentSupervise Provider Services operations, ensuring timely assistance to hospitals, physicians, and other healthcare providers. Oversee hospital Liaison Officers, managing provider-side concerns and patient admission requirements. Review patient admission requests, verifying member coverage and eligibility based on healthcare policies. Coordinate with hospitals on Letters of Authorization, coverage verification, and other requirements. Monitor team performance while coaching associates to ensure compliance with quality and documentation standards. Address complex provider issues and maintain strong relationships with hospital partners.Chat Support – Seller Support
Shopee Philippines · 2022 — 2022Provided real-time chat assistance to sellers regarding account, order, platform, and service-related inquiries. Resolved customer issues effectively while adhering to company policies. Documented interactions and communicated concerns requiring further support.Hotel Reservations Specialist
IHG – Intercontinental Hotels Group (In-House) · 2019 — 2020Acted as a virtual front desk representative, aiding hotel members and guests with reservations and service inquiries. Managed inbound customer service queries and provided accurate information about hotel services. Processed reservations and changes while ensuring a positive guest experience.Hotel Reservations Specialist
Altisource · 2018 — 2019Checked room availability and aligned accommodations with customer preferences. Verified customer details and payment options, assigned rooms, and handled reservations. Provided confirmation details and responded to customer inquiries via appropriate channels.Team Leader
Convergys · 2014 — 2016Led a team of customer service associates, delivering daily guidance and performance support. Monitored productivity, quality, and customer satisfaction, ensuring adherence to company standards. Conducted coaching sessions, offered feedback to enhance performance, and addressed escalations and complex customer issues.Communication Coach
Convergys · 2013 — 2014Trained customer service associates on communication skills and call handling. Provided developmental feedback to enhance communication quality and customer experience. Supported new associate training and helped identify opportunities for coaching.Customer Care Representative
McGrath Incorporated · 2011 — 2013Managed outbound service calls and follow-ups for key clients in Australia. Developed a customer-service issue monitoring spreadsheet adopted by the department. Maintained records and ensured timely resolution of customer concerns.Outbound Sales Representative
New Grounds Solutions · 2010 — 2011Maintained customer records and updated account information. Reached out to existing customers about outstanding payments and account issues. Delivered professional customer service while achieving outbound productivity goals.Outbound Sales Representative
Asia Premiere One Source · 2009 — 2010Addressed customer calls and assisted with initial inquiries. Conducted basic data entry and maintained online customer records. Fostered positive relationships with customers.Senior Loan Consultant
University Loans Services · 2007 — 2009Supported U.S. students with inquiries regarding student loans and handled complaints related to loan consolidation. Provided clear explanations of account information to customers.Senior Loan Consultant
Medialink Contact Solutions · 2006 — 2007Entered call data into the company database and generated weekly performance reports. Maintained performance ratings in line with company associate standards. Assisted customers and accurately documented call interactions.
Skills & Expertise
Education
- Bachelor of Science in Marine EngineeringPhilippine Maritime Institute · 2002 — 2004
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