Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Accomplishments
Certification
Websites
References
Timeline
Generic
Darren Dorado

Darren Dorado

Manila

Summary

I would like to pursue my career in a work environment that will utilize and reinforce my technical skills and abilities and also to apply and gain new cutting-edge skills and experience in a rapidly changing field.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Medical Virtual Assistant

West Coast Neurology
WFH
09.2023 - 06.2025
  • Provided administrative support to ensure efficient operation of the office.
  • Generated weekly progress reports detailing tasks completed during the week.
  • Proofread documents for accuracy prior to final submission to clients.
  • Managed customer inquiries through email and telephone communication.
  • Handled confidential information with discretion.
  • Maintained a database of client information including contact details, preferences.

Co Team Leader (Internship)

Ollopa
QC
02.2025 - 03.2025
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Established clear expectations for employees, providing guidance when needed.
  • Ensured compliance with all safety regulations in the workplace.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Reviewed completed work to verify consistency, quality, and conformance.

Medical Virtual Assistant

Reva Global
WFH
09.2021 - 06.2023
  • Assisted in month-end closing procedures including preparing journal entries for accruals, adjustments.
  • Developed strategies to improve collections processes such as implementing automated systems or updating policies.
  • Identified potential areas of improvement in existing processes or procedures.
  • Resolved discrepancies on patient accounts by contacting the insurance companies or patients.
  • Generated invoices for services rendered and sent out monthly statements to customers.
  • Audited patient files for accuracy prior to submitting claims to ensure maximum reimbursement rates were obtained.
  • Maintained confidentiality of patient information in accordance with HIPAA regulations.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Updated patient and insurance data and input changes into company computer system.
  • Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
  • Accessed third-party insurance databases to identify coverage of benefits.
  • Implemented process improvements to enhance efficiency and accuracy of insurance verification.
  • Retained strong medical terminology understanding in effort to better comprehend procedures.
  • Verified patient insurance coverage, benefits, and eligibility for services across multiple insurance platforms.
  • Handled billing related activities focused on medical specialties.
  • Prepared and submitted detailed reports on insurance verification activities and outcomes.
  • Responded to patient inquiries regarding insurance coverage and billing issues.
  • Utilized electronic medical records (EMR) systems for documenting verification processes.
  • Maintained up-to-date knowledge of insurance policies, including Medicare and Medicaid.
  • Assisted in training new staff on insurance verification procedures and best practices.
  • Navigated through multiple online systems to obtain documentation.
  • Conducted follow-ups with insurance companies to expedite verification processes.
  • Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
  • Monitored and tracked the status of pending insurance verifications and authorizations.
  • Analyzed and interpreted insurance coverage policies to determine patient eligibility for services.

Medical Billing Specialist

Valor Global
BGC
01.2021 - 08.2021
  • Assisted with the reconciliation of accounts receivable ledgers at month-end close process.
  • Conducted research on insurance policies, procedures, and regulations to ensure compliance with all applicable laws.
  • Initiated collection efforts on unpaid accounts by contacting insurance companies or patients directly via phone or mail.
  • Generated monthly invoices for patients based on services provided according to established fee schedules.
  • Performed quality assurance audits on submitted claims ensuring that they met industry standards.
  • Maintained detailed records of all billing activities including denials, adjustments, and payments received.
  • Ensured HIPAA compliance by maintaining confidentiality of all patient information.
  • Submitted appeals for denied claims when appropriate according to the insurance company's criteria.
  • Updated patient accounts with information obtained from internal departments or external sources.
  • Researched complex billing issues involving multiple providers or services rendered over a period of time.
  • Resolved discrepancies between insurance companies and patients regarding payment of bills.

Customer Care Representative

Conduent
MOA Pasay
04.2018 - 03.2020
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided accurate information about products and services to customers.
  • Implemented innovative methods for streamlining the customer service process.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Answered customer inquiries via phone, email, and chat.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved customer complaints promptly and efficiently.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Customer Service Representative

Convergy's
Makati
08.2017 - 11.2017
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided accurate information about products and services to customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Implemented innovative methods for streamlining the customer service process.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered customer inquiries via phone, email, and chat.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Developed strong customer relationships to encourage repeat business.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Technical Support Representative

Alorica
SM Lipa
11.2015 - 07.2016
  • Diagnosed system errors and implemented solutions to resolve them.
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
  • Participated in special projects as assigned by management team.
  • Collaborated with other departments such as sales, marketing, and engineering, as required.
  • Provided training and guidance to junior staff members as needed.
  • Resolved escalated customer service issues in a timely manner.
  • Analyzed data from customer surveys to identify trends in customer needs and requests.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Developed system documentation, user manuals, FAQs, troubleshooting guides.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Identified potential areas for improvement in existing products or services.
  • Created reports on customer complaints and feedback for management review.
  • Recommended upgrades or additional features that could enhance user experience.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Provided technical assistance to customers through phone, email and chat support.
  • Served as first point of contact for incoming technical service calls and emails.
  • Supported customers with online billing, access, and account issues.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.

Education

Bachelor of Science - Computer Engineering

Philippine Christian University
Pedro Gil, Pasay, Manila
07-2025

Skills

  • Project management
  • Customer service
  • Data analysis
  • Technical support
  • Team leadership
  • Problem resolution
  • Communication skills
  • Administrative support
  • SQL
  • Analytical and critical thinking
  • Microsoft Word
  • Teamwork and collaboration
  • Technical troubleshooting
  • Python
  • Microsoft power BI
  • Tableau visualization
  • Technical skill training

Languages

Tagalog
First Language
English
Advanced (C1)
C1

Affiliations

  • Travel
  • Gym
  • Sports

Accomplishments

  • Deans Lister

Certification

  • HIPAA
  • Certificate of completion in basic SQL
  • Certificate of completion in Wordpress

References

References available upon request.

Timeline

Co Team Leader (Internship)

Ollopa
02.2025 - 03.2025

Medical Virtual Assistant

West Coast Neurology
09.2023 - 06.2025

Medical Virtual Assistant

Reva Global
09.2021 - 06.2023

Medical Billing Specialist

Valor Global
01.2021 - 08.2021

Customer Care Representative

Conduent
04.2018 - 03.2020

Customer Service Representative

Convergy's
08.2017 - 11.2017

Technical Support Representative

Alorica
11.2015 - 07.2016

Bachelor of Science - Computer Engineering

Philippine Christian University

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Darren Dorado