Vanessa M.
Mid-Level Healthcare Customer Service Specialist
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Vanessa M. is a seasoned Customer Service Specialist based in North Cotabato, Soccsksargen, Philippines. With a diverse background in customer service and healthcare, she has honed her skills across various positions. At Sutherland, she excelled as a Virtual Patient Care Coordinator, where she managed patient appointments, insurance agreements, and administrative tasks while ensuring seamless communication with patients and providers. Her role at GeBBS Healthcare Solutions involved enhancing patient pre-registration efficiency and managing telecommunications regarding insurance and service eligibility. At Alorica, Vanessa undertook both customer service and training responsibilities, assisting members with healthcare benefits inquiries and conducting training sessions for new hires. As a Fraud Account Specialist at Sitel, she managed fraud-related customer interactions, ensuring swift resolution and safeguarding client interests. Vanessa's academic background in Marketing Management from De La Salle College of Saint Benilde complements her robust professional experience.
Experience
Virtual Patient Care Coordinator
Sutherland · 2024 — 2026Assists clinics with patient check-in, collects copays, schedules follow-up visits via kiosk, and explains insurance agreements to new patients. Responds to patient and provider inquiries via phone regarding billing, service types, and upcoming schedules. Aids new patients in booking evaluation appointments and managing appointment changes. Confirms appointments for clinics and communicates with patients regarding lateness. Handles administrative tasks like calling providers for referrals and prescriptions.Customer Service
GeBBS Healthcare Solutions Philippines · 2021 — 2022Provided back-office support to a healthcare provider to enhance patient pre-registration efficiency. Conducted outbound calls for patient information completeness and insurance updates. Verified insurance eligibility and benefits using online resources and direct communication. Generated patient cost estimates and managed inbound calls to resolve inquiries and concerns. Confirmed insurance coverage and service eligibility for patient access to healthcare benefits.Customer Service / Product Trainer - Acting
Alorica · 2019 — 2021Assisted customers with benefit inquiries, clarified benefit functionalities, and detailed claim processes. Coordinated with providers to resolve member issues and update Primary Care Provider information. Conducted outreach calls to boost member satisfaction and conducted product training for new hires. Monitored necessary tools for training and provided one-on-one coaching and progress reporting to supervisors. Evaluated new hire readiness for production and performed call listening for quality assurance.Fraud Account Specialist
Sitel Career Center (Pioneer 2) · 2018 — 2019Managed inbound calls addressing fraud-related concerns for clients. Assisted customers affected by fraudulent transactions and removed credit card restrictions. Verified recent credit card activities to protect customers and guided customers through activating new credit cards. Implemented identity verification for new accounts and conducted Tier 2 verification for security checks.Personal Assistant
Jeannievelyn Ola · 2018 — 2018Managed and maintained accurate student records and designed quiz samples and class activities, including Kahoot games. Created PowerPoint presentations for educational use and conducted research for class discussions and academic papers. Liaised with clients to address business inquiries and ensured timely dispatch of products.
Skills & Expertise
Education
- BSBA, Marketing ManagementDe La Salle College of Saint Benilde