Medical Administrative Assistant | Operations Leader | Homecare Scheduler

Worked as a CSR for 3 years , making an outbound call related to delays in shipment, order mistakes, and lost orders. Established mentorship role for new hires and worked with upper managemen to ensure appropriate changes were made to improve customer satisfaction. I've been well trained when it comes to identifying and analyzing problem and coming up with an effective resolution.

I have extensive experience in the Healthcare and Medical Insurance BPO industry, supporting both Member and Provider Services. I am HIPAA- and PHI-compliance trained and certified, with a proven track record of delivering high-quality customer service in fast-paced healthcare environments. I handle complex inquiries with accuracy and professionalism, providing timely support to patients and healthcare providers regarding benefits, coverage, policies, and services. I also specialize in resolving insurance claims and appeals, including eligibility verification, authorizations, and credentialing inquiries.

Certified in Freshman Supervisor Accelerator 2.0 Program Certified in Junior Manager Accelerator Program Oversee the day-to-day team operations to ensure productivity, quality, and compliance with organizational standards. Conducted regular call monitoring and performance reviews; analyze agent metrics and provide targeted coaching to improve quality scores and achieve established performance goals. Partner with the Operations Team to identify operational risks, performance gaps, and opportunities for continuous improvement.

Worked as Marketing Officer or Sales Associate for 6 months, we are third-party affiliate of the banks who offer credit card application assistance.