ALLAN REY M. SUMILE
VIRTUAL ASSISTANT
Cebu City,Cebu City
Summary
Diligent Virtual Assistant with a solid background in patient scheduling, ensuring seamless appointment coordination and high patient satisfaction. Successfully managed complex scheduling needs while maintaining positive interactions with patients and healthcare professionals. Demonstrated effective communication and organizational skills to optimize scheduling processes and meet patient needs.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Customer Service / Non-clinical Patient Scheduler
Optum Global Solutions
04.2026 - Current
- Coordinated high-volume patient appointments and inquiries, ensuring accurate demographic data verification in healthcare systems.
- Maintained confidentiality of sensitive patient information in strict adherence to HIPAA guidelines and privacy regulations.
- Process RX refill Request.
Executive Support Ambassador
TDCX
02.2025 - 03.2026
- Resolved complex user disputes by reviewing documentation and account history, ensuring fair outcomes.
- Maintained audit-ready records while de-escalating sensitive situations among stakeholders.
Service Associate (Healthcare / Insurance Claims)
EXL Philippines
04.2023 - 08.2024
- Processed and reviewed insurance claims and investigated discrepancies with internal/external stakeholders
- Explained coverage details and claim decisions clearly while meeting documentation and compliance standards.
- Managed customer inquiries and resolved service issues using CRM and case management systems.
- Reviewed account details for accuracy, ensuring compliant updates across support records.
- Coordinated follow-ups with internal teams to complete escalations and pending requests.
Customer Support Specialist
TELETECH
07.2019 - 02.2023
- Resolved high-volume inquiries and customer concerns by applying company policies, fostering customer trust.
- Achieved high satisfaction scores through effective communication and detailed case documentation, enhancing customer experience.
- Resolved complex customer inquiries through phone, chat, and email channels with accurate, timely support.
- Tracked cases in CRM systems, ensuring complete documentation and consistent follow-through on open issues.
- Escalated high-priority incidents to appropriate teams while maintaining clear customer communication.
Education
Associate Degree - Nursing
PHINMA - Cagayan De Oro College (COC)
Skills
HIPAA, PHI/PII Compliance
Case Investigation & Dispute Resolution
CRM & Healthcare Software (EMR/EHR)
Sensitive Data Handling
Empathetic Communication
Conflict De-escalation
Time Management under SLAs
Objective Decision Making
Cross-functional Coordination
Following up with patients
Timeline
Customer Service / Non-clinical Patient Scheduler
Optum Global Solutions
04.2026 - Current
Executive Support Ambassador
TDCX
02.2025 - 03.2026
Service Associate (Healthcare / Insurance Claims)
EXL Philippines
04.2023 - 08.2024
Customer Support Specialist
TELETECH
07.2019 - 02.2023
Associate Degree - Nursing
PHINMA - Cagayan De Oro College (COC)