Charo Agustin
Virtual Assistant
Las Pinas, Metro Manila
Summary
Proficient Medical Virtual Assistant with a strong understanding of HIPAA regulation and medical terminology. Highly organized detailed oriented and eager to utilize my experience in appointment scheduling, medical records insurance verification to enhance patient experience.
Overview
2
2
Languages
1
1
Certification
14
14
years of professional experience
Work History
Sales & Booking Specialist
Homeaglow
03.2025 - 09.2026
- Executed outbound calls to prospective customers, effectively promoting home cleaning services and subscription plans.
- Maintained and managed sales pipelines to track leads, follow-ups, and customer interactions.
- Conducted outbound calls to prospective customers to promote home cleaning services and subscription plans.
- Maintained and tracked sales pipelines, ensuring organized management of leads, follow-ups, and customer interactions.
- Scheduled and coordinated cleaning appointments based on customer needs and availability.
- Responded to customer inquiries with accurate information about available cleaning services and subscription options, enhancing customer understanding.
Appointment Setter
KP Project Financial (Upwork)
12.2025 - 06.2026
- Conducted outbound B2B calls to introduce financial support services and identify qualified business clients.
- Researched and generated qualified leads through Better Business Bureau (BBB), Google Search, Google Maps, and Apollo.io to support sales efforts.
- Contacted prospective clients to assess interest and uncover potential business opportunities.
- Generated and researched qualified leads using Better Business Bureau (BBB), Google Search, Google Maps, and Apollo.io.
- Maintained accurate lead and appointment information to support the sales process
Virtual Assistant / Lead Generator
VND – US-Based
05.2018 - 09.2025
- Executed data entry, data mining, and online research to enhance business operations and drive lead generation.
- Conducted prospect research using Google Search, Google Maps, Hunter, and Apollo.io to identify and qualify high-potential leads.
- Performed data entry, data mining, and online research to support business operations and lead generation.
- Managed and organized business documents, records, and information using Google Sheets and Google Docs.
- Supported lead generation initiatives while ensuring accurate maintenance of prospect and client information.
- Part-Time
Sales Representative (Seasonal Account)
AVAS FLOWERS (Upwork)
10.2024 - 02.2025
- Handled inbound and outbound customer calls to drive sales and enhance customer engagement.
- Handled inbound customer calls and conducted outbound calls to support sales and customer engagement.
- Managed calendars and scheduled appointments to optimize team workflow.
- Provided professional and timely customer support throughout the purchasing process.
- Assisted customers with navigating the company website and completing online orders.
- Maintained and organized customer information using CRM systems.
- Provided timely customer support throughout purchasing process to ensure satisfaction and loyalty.
Prior Authorization Specialist
HEALTHY BOS – US-Based
10.2022 - 11.2023
- Coordinated prior authorization processes with insurance providers to secure timely approvals for CPAP machines and related supplies.
- Reviewed and verified insurance requirements to ensure accurate and timely processing of authorization requests.
- Conducted insurance verification to confirm patient eligibility, coverage, copayments, deductibles, and other benefits information.
- Coordinated with healthcare providers and insurance companies to facilitate the timely processing of patient requests.
- Utilized Electronic Health Record (EHR) and Electronic Medical Record (EMR) systems to accurately document patient information, medical history, treatment plans, and authorization details.
- Facilitated timely processing of patient requests by collaborating with healthcare providers and insurance companies.
Outbound Sales Representative
ULTIMATE TRANSPORT 123 – US-Based
05.2021 - 07.2022
- Conducted outbound calls with clients to assess transportation needs and provide tailored service quotes.
- Clarified pricing and transportation options, empowering clients to make informed decisions.
- Conducted follow-ups with clients to confirm details, address inquiries, and support the booking process.
- Resolved billing inquiries and updated customers on vehicle pickup and delivery schedules, enhancing customer satisfaction.
- Assisted customers with billing inquiries and provided updates regarding vehicle pickup and delivery schedules.
- Prepared and sent quotes and service information through email and text messaging.
Insurance Claims Specialist
NRMA (Motor Insurance) - Australia
04.2017 - 06.2019
- Processed motor insurance claims by collecting detailed accident information, supporting documentation, and required legal documents to facilitate timely claim resolution.
- Investigated motor vehicle accidents to determine liability by reviewing Australian Road Rules, police reports, Google Maps, and other relevant evidence.
- Conducted outbound calls to inform customers of claim investigation outcomes and deliver relevant information and documentation to enhance customer understanding.
- Provided regular updates on claim status while delivering professional and empathetic customer support.
- Conducted outbound calls to communicate claim investigation outcomes and provide customers with relevant information and documentation.
- Delivered regular updates on claim status while providing professional and empathetic customer support to maintain customer satisfaction.
- Maintained accurate claim records and ensured all relevant information was properly documented.
Customer Support & Senior Account Specialist
DIRECTV – US-Based
08.2016 - 09.2017
- Reviewed customer accounts and billing statements, identifying and resolving incorrect charges, overpayments, and other discrepancies to ensure accurate billing.
- Handled customer billing disputes and processed refunds or reimbursements when appropriate.
- Assisted customers with account-related technical issues, including troubleshooting access through mobile devices, computers, laptops, and TVs.
- Provided step-by-step guidance to help customers navigate and manage their online accounts.
- Addressed customer concerns professionally and worked toward timely and effective resolutions.
- Educated customers on current promotions and discounts, enhancing their overall experience and promoting customer loyalty.
- Maintained a high level of customer satisfaction by actively listening to concerns and providing accurate information.
Benefit and Cover Verification & Claims Specialist
HORIZON BLUE CROSS AND BLUE SHIELD – New Jersey
03.2013 - 12.2015
- Verify and validate patients’ insurance eligibility, coverage, and benefits to determine procedure coverage, copayments, deductibles, coinsurance, and out-of-pocket expenses.
- Processed and reviewed insurance claims to ensure accurate coding, required prior authorizations, and proper documentation.
- Reviewed claim denials and identified the reasons for rejected or denied claims.
- Communicated with healthcare providers regarding claim status, denial reasons, and required corrections or additional documentation.
- Reviewed claim denials to identify reasons for rejections, facilitating effective follow-up and resolution.
- Communicated with healthcare providers on claim status and denial reasons, ensuring clarity on required corrections or additional documentation.
- Guided providers on steps to resolve claim issues, streamlining process for accurate resubmission.
- Maintained accurate records and provided professional support while handling sensitive member and insurance information.
Education
AB - Political Science
UNIVERSITY OF CALOOCAN CITY
Caloocan City01-2007
Skills
- Sales Techniques
- Lead Management
- Empathy and patience
- Strong organization
- Sales pipeline management
- Data Entry
- Organizational management
- HIPAA compliance
- Insurance verification
- Appointment setting
- Effective communication skills
- Insurance claims
- Prior authorization process
- Phone etiquette expert
Certification
Claims Management, September 2024 - HIPAA Training, September 2024 - Security Training, October 2021 - HIPAA Training, June 2020 - HIPPPAA Training
Timeline
Appointment Setter
KP Project Financial (Upwork)
12.2025 - 06.2026
Sales & Booking Specialist
Homeaglow
03.2025 - 09.2026
Sales Representative (Seasonal Account)
AVAS FLOWERS (Upwork)
10.2024 - 02.2025
Prior Authorization Specialist
HEALTHY BOS – US-Based
10.2022 - 11.2023
Outbound Sales Representative
ULTIMATE TRANSPORT 123 – US-Based
05.2021 - 07.2022
Virtual Assistant / Lead Generator
VND – US-Based
05.2018 - 09.2025
Insurance Claims Specialist
NRMA (Motor Insurance) - Australia
04.2017 - 06.2019
Customer Support & Senior Account Specialist
DIRECTV – US-Based
08.2016 - 09.2017
Benefit and Cover Verification & Claims Specialist
HORIZON BLUE CROSS AND BLUE SHIELD – New Jersey
03.2013 - 12.2015
AB - Political Science
UNIVERSITY OF CALOOCAN CITY