Anna Marie L. Carta
INFINX HEALTHCARE – ASCENT HR
Philippines
1
Certification
4
years of professional experience
Results-driven Healthcare and Customer Service Professional with expertise in patient communication, appointment scheduling, and electronic medical records management. Skilled in managing high-volume calls, verifying patient information, and coordinating appointments while ensuring confidentiality and accuracy. Proficient in healthcare terminology and administrative workflows, delivering effective support in diagnostic imaging and service inquiries.
Work History
Team Leader
4 Months- Led team to optimize workflow processes, enhancing operational efficiency and service delivery.
- Implemented quality assurance protocols, ensuring compliance with industry standards and organizational policies.
- Collaborated with cross-functional teams to streamline communication and project execution across departments.
- Developed training materials for new hires, improving onboarding effectiveness and staff competency.
Customer Service Representative / Subject Matter Expert (SME)
2 Years 10 Months- Provided professional customer service and administrative support to patients, healthcare providers, and authorized representatives in a U.S. healthcare environment.
- Handled high-volume inbound calls and patient inquiries while maintaining accuracy, professionalism, and empathy.
- Scheduled and rescheduled patient appointments while providing information on healthcare services to enhance patient access.
- Updated and verified patient information using electronic medical record (EMR) and healthcare systems.
- Verified caller identity and authorization before accessing or discussing patient information.
- Applied knowledge of healthcare terminology and workflows to properly assist and route patient concerns.
- Accurately documented patient interactions and maintained complete records.
- Coordinated with internal departments and healthcare facilities to effectively resolve patient concerns and improve service delivery.
- Escalated complex issues to the appropriate department while ensuring proper documentation.
- Followed established privacy and confidentiality procedures when handling patient information.
- Managed multiple tasks simultaneously while meeting quality, productivity, and customer service expectations.
- Acted as Subject Matter Expert (SME), offering guidance and support to team members on processes and healthcare terminology.
- Assisted team members with workflow questions, healthcare terminology, and complex customer concerns.
Customer Service Representative
1 Year 4 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM systems to track interactions and ensure accurate record-keeping.
- Assisted in training new team members on processes and customer service best practices.
- Collaborated with cross-functional teams to enhance service delivery and improve client satisfaction.
Education
Bachelor of Science - Psychology
Bachelor of Science - Business Administration
Bachelor of Science - Hotel and Restaurant Management
- College, ABE Manila, 2010 - Leadership Awardee and Com Laude
Skills
Patient Scheduling & Rescheduling
Patient Communication
Healthcare Virtual Assistance
Medical Administrative Support
Electronic Medical Records (EMR)
Patient Record Management
Insurance Verification Support
Healthcare Terminology
Medical Data Entry
Healthcare Process Coordination
Appointment Coordination
High-Volume Call Management
Digital Communication Management
Inbound & Outbound Calls
Patient Information Accuracy
Information Verification
Confidential Patient Information
Administrative Support
Team Collaboration
Microsoft Excel
Microsoft Outlook
Microsoft Teams
Google Workspace
Data Entry
Internet Research
Multitasking & Time Management
Problem Solving
Verbal communication
Organizational skills
Patient and empathetic
Quick Adaptation
Independent Work
Independent worker
Self-Motivated Work
Accuracy and confidentiality
Customer service skills
Strong customer service and interpersonal skills
Certification
TESOL Certificate — International Open Academy
HEALTHCARE ADMINISTRATIVE EXPERIENCE
- Patient Support - Patient and family member communication - Caller verification and authorization - Patient inquiry handling - Healthcare service coordination - Customer concern resolution
- Scheduling - Appointment scheduling - Appointment rescheduling - Patient information verification - Scheduling documentation - Coordination with healthcare facilities
- Medical Records - EMR navigation - Patient record updates - Data entry - Documentation - Information verification - Confidential information handling
- Healthcare Knowledge - Medical terminology - Diagnostic imaging terminology - Ultrasound - X-ray - CT - MRI - Doppler/Vascular studies - Healthcare insurance terminology
TEAM LEADERSHIP & ADMINISTRATIVE EXPERIENCE
Team Leader / Acting Team Leadership Responsibilities - Supported daily team operations and administrative activities. - Provided coaching, guidance, and performance support to team members. - Conducted one-on-one coaching and performance discussions. - Monitored key performance indicators including QA, AHT, attendance, adherence, productivity, and error rates. - Assisted agents with complex customer concerns and process-related questions. - Prepared team communications, announcements, reminders, and performance updates. - Identified performance gaps and assisted with action plans for improvement. - Managed multiple administrative responsibilities while supporting team members. - Worked independently with minimal supervision while ensuring daily operational requirements were completed. - Assisted in maintaining team productivity, quality, and attendance standards.
Searching The Webs, Cooking and Organizing
I am a reliable, adaptable, and detail-oriented professional who enjoys helping patients and supporting healthcare teams. I am comfortable working independently, managing multiple tasks, learning new systems, and working in a fast-paced environment. I have strong communication and organizational skills and am committed to providing compassionate and professional patient support.I am fluent in English and Filipino and am comfortable communicating with patients and healthcare professionals. I am also willing to learn new tools, software, and workflows to provide effective administrative and virtual support.
Timeline
Team Leader
Infinx/Radnet
05.2026 - CurrentRead More
Customer Service Representative / Subject Matter Expert (SME)
INFINX HEALTHCARE – ASCENT HR
11.2023 - CurrentRead More
Customer Service Representative
Continuum /Aetna Insurance CVS
07.2022 - 11.2023Read More
Polytechnic University of the Philippines
Bachelor of Science from Business Administration
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AMA Online University
Bachelor of Science from Psychology
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ABE College of Manila
Bachelor of Science from Hotel and Restaurant Management
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