Hi, I’m
Christian Ghail Macapagal
Associate-CS Phone
Mabalacat, Province of Pampanga
Summary
Customer Service Representative with over 1-2 years of experience in the healthcare and telecommunications sectors. Skilled in handling high call volumes, resolving customer issues, and ensuring compliance with industry regulations (HIPAA for healthcare). Also known in solid background in back office operations and administrative support. Proven track record of streamlining processes and enhancing office efficiency. Demonstrated proficiency in data management and communication skills for excellent communication, empathy, and problem-solving skills, with a proven ability to enhance customer satisfaction and loyalty.
Overview
3
years of professional experience
1
Language
Work History
Sutherland Global Services
BackOfficeAssociate(ProductCompliance Remediation)
01.2025 - 04.2025
Job overview
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Supported positive teamwork within the healthcare team through clear communication, active listening, and constructive feedback.
- Became person in charge to support teams in distributing tasks such as communicating directly with the manager, leads and trainers.
- Maintained strict adherence to regulatory requirements within all aspects of back-office operations.
Sutherland Global Services
Medical Biller
10.2023 - 01.2025
Job overview
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Verified insurance of patients to determine eligibility.
- Improved patient satisfaction levels with clear explanations of their financial responsibilities and available payment options.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Collaborated with healthcare providers, ensuring accurate documentation for seamless billing operations.
- Trained new team members in medical billing software, increasing efficiency within the department.
- Organized filing system for patient records, expediting access to essential documents when needed.
- Facilitated seamless collaboration between billing department and healthcare providers to ensure accurate billing information.
VXI
Customer Service Representative
12.2022 - 09.2023
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Utilized CRM systems proficiently for tracking customer interactions, updating account information, and managing support cases.
- Communicated effectively with internal departments to resolve cross-functional issues impacting customer satisfaction.
OMG Enterprices INC./ MDX Pharmacy
Pharmacy Assistant
04.2022 - 12.2022
Job overview
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Assisted pharmacists in maintaining a well-organized and clean pharmacy environment for optimal workflow.
- Supported inventory management, ensuring proper stock levels and expiration date monitoring for medication safety.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
Education
Our Lady of Fatima UniversitySan Fernando, Province Of Pampanga, Philippines
Bachelor of Science from Medical Laboratory Science
04.2001
Angeles University FoundationAngeles City, Province Of Pampanga, Philippines
Bachelor of Science from Medical Technology
04.2001
Jose C. Feliciano College FoundationMabalacat, Province Of Pampanga, Philippines
High School Diploma
04.2001
University Overview
- Degree Awarded with Honors, Gr.7- Gr.10 (2014-2018)
- GR. 7- 10 REPRESENTATIVE (2014-2018) , HIGH-SCHOOL SUPREME STUDENT COUNCIL
- PRESIDENT, MUSIC CLUB, 2016 to 2018
- PHOTOJOURNALIST , YOUNG FELICIAN , 2016 to 2018
- FACILITATOR, Leadership training Seminar, 2014 to 2018
- Member of Campus Youth Ministry, 2014 to 2018
Skills
Qualitative and quantitative analysis
Timeline
BackOfficeAssociate(ProductCompliance Remediation)
Sutherland Global Services
01.2025 - 04.2025
Medical Biller
Sutherland Global Services
10.2023 - 01.2025
Customer Service Representative
VXI
12.2022 - 09.2023
Pharmacy Assistant
OMG Enterprices INC./ MDX Pharmacy
04.2022 - 12.2022
Our Lady of Fatima University
Bachelor of Science from Medical Laboratory Science
04.2001
Angeles University Foundation
Bachelor of Science from Medical Technology
04.2001
Jose C. Feliciano College Foundation
High School Diploma
04.2001
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