ANGELICA A. MENDOZA
MEDICAL VIRTUAL ASSISTANT
Malolos
Summary
Experienced Medical Virtual Assistant and Customer Service Representative with over 6 years in customer service and 1 year supporting US healthcare practices. Expertise in EHR/EMR systems, HIPAA compliance, and patient confidentiality. Focused on optimizing appointment scheduling, enhancing patient communication, and managing medical documentation to improve operational efficiency and patient satisfaction.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Medical Virtual Assistant /Virtual Receptionist
Hillside Primary Care
Malolos
2025 - 04.2026
- Coordinated appointment scheduling, patient data entry, and payment reconciliation to ensure seamless clinic operations.
- Facilitated communication with patients and providers through calls, emails, and portal systems, enhancing patient engagement.
- Adhered to HIPAA compliance while handling sensitive patient information across EHR and communication platforms.
- Optimized scheduling workflows, reducing appointment booking time by 20% using Practice Fusion and Quadrant.
- Streamlined daily clinical operations by managing patient check-ins and appointment scheduling for efficient workflow.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Supported financial operations through meticulous bookkeeping tasks such as invoicing, expense tracking, and budget management.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Inbound Sales & Customer Representative Associate
Accenture
01.2023 - 01.2025
- Handled inbound sales calls, assessed customer needs, and recommended tailored telecom solutions.
- Provided detailed product information and effectively upsold services, contributing to revenue growth.
- Processed orders, upsold services, and ensured timely issue resolution.
- Ensured accurate order processing and follow-ups for customer satisfaction.
- Assisted customers with inquiries, troubleshooting, and billing.
- Resolved customer issues efficiently and maintained professionalism.
- Customer Service Representative — (Formula 1)
- Resolved customer issues promptly while maintaining a professional demeanor.
Team Manager
Alorica
11.2021 - 10.2022
- Led team to deliver exceptional service and resolve issues efficiently.
- Monitored performance and coached team, implementing improvements to KPIs.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
Subject Matter Expert and Customer Representative Associate
Alorica
10.2019 - 11.2021
- Guided new trainees on product knowledge and service standards to enhance customer interactions.
- Assisted in developing training materials that improved team performance and service delivery.
- Handled billing, account management, and technical inquiries, ensuring accurate resolutions across channels.
- Guided new trainees on product knowledge and service standards.
Education
Bachelor of Arts - Mass Communication (Major in Broadcasting)
Bulacan State University
Malolos Bulacan01-2019
Skills
Administrative: Medical Scheduling, Patient Data Management, Billing Support, Electronic Health Records (EHR)
Clinical Support: Medical Transcription, Telehealth Platform Management, Patient Follow-ups
Customer service
Microsoft office
Data entry
Appointment scheduling
Software: Practice Fusion, Quadrant, Vonage, Microsoft Office Suite, Google Workspace, Zoom for Healthcare
Compliance: HIPAA Compliance, Data Privacy & Security
Certification
HIPAA Compliance, TDC Group, 2025
Timeline
HIPAA Compliance, TDC Group, 2025
04-2025
Inbound Sales & Customer Representative Associate
Accenture
01.2023 - 01.2025
Team Manager
Alorica
11.2021 - 10.2022
Subject Matter Expert and Customer Representative Associate
Alorica
10.2019 - 11.2021
Medical Virtual Assistant /Virtual Receptionist
Hillside Primary Care
2025 - 04.2026
Bachelor of Arts - Mass Communication (Major in Broadcasting)
Bulacan State University