Summary
Overview
Work History
Education
Skills
Timeline
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CHARLENE AVILA

Taguig, Metro Manila

Summary

Emphatic and organized healthcare worker with eagerness to provide satisfactory assistance offering strong sense of compassion and dedication to patient care, eager to learn and grow in supportive environment.

Overview

5
5
years of professional experience

Work History

Patient Relations Officer

Intellicare (ASALUS CORPORATION)
09.2023 - 01.2025
  • Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
  • Conducted regular rounds to interact with patients and discussed their HMO coverage.
  • Served as a liaison between medical professionals and patients, fostering trust and open communication channels.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Served as a liaison between medical professionals and patients, fostering trust and open communication channels.
  • Facilitated communication between patients and various departments and staff.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Engaged with patients to provide critical information.
  • Greeted and assisted patients with check-in procedures.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Delivered support to medical staff in completion of patient paperwork.

Customer Service Representative

Cardinal Health International Philippines
12.2022 - 07.2023
  • Managed over 60 customer calls per day
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs, wants and requests.
  • Processed customers orders for medical supplies promptly to increase customer satisfaction.
  • Updated account information to maintain customer records.
  • Analyzed customer trends to discover areas of opportunity and provide feedback to management.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

MEDICAL SECRETARY

St. Luke's Medical Center, BGC
07.2020 - 10.2022
  • Piloted organize chart filling system in clinic
  • Administrative and clerical duties in medical setting
  • Receive and coordinate patients referral from various source such as Hospital departments, HMO, Concierge and walk-ins
  • Ensure confidentiality of sensitivity information
  • Answer inbound calls and emails in professional manner
  • Triage patients and schedule appointments
  • Process invoices, bills, and payments
  • Work with insurance companies to process patients claims and coverage
  • Type medical certificates, prescription and medical documents
  • Facilitate online consultation with Doctors using SeriousMD
  • Familiar with EMR, accessing patient results and histopathology
  • Organized paperwork such as charts and reports for doctor and patient needs

Education

Bachelor of Science - Psychology

UNIVERSITY OF MAKATI
Makati City, Metro Manila, Philippines
06-2020

Skills

  • Able to multi-task and work with large volume of information
  • Patient care
  • Able to perform both clerical and administrative tasks
  • Ability to handle personal information according to regulations
  • Motivated, attentive, willing to learn and productive in team environments
  • Good in interpersonal communication
  • Knowledgeable in MS Office Suite and relevant office software
  • Knowledgeable in Microsoft Office (Word, PowerPoint, Excel)
  • Appointment management
  • Medical terminology
  • Patient correspondence management
  • Medical office administration
  • Companionship and emotional support

Timeline

Patient Relations Officer

Intellicare (ASALUS CORPORATION)
09.2023 - 01.2025

Customer Service Representative

Cardinal Health International Philippines
12.2022 - 07.2023

MEDICAL SECRETARY

St. Luke's Medical Center, BGC
07.2020 - 10.2022

Bachelor of Science - Psychology

UNIVERSITY OF MAKATI

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CHARLENE AVILA