Denraj Villanueva
Iloilo City
Summary
Accomplished Customer Service Professional with extensive experience in customer satisfaction, data acquisition, and administrative support. Proven track record in building strong customer rapport and promoting company products to exceed performance expectations. Demonstrated expertise in handling inbound referrals, case management, and compliance with HIPPA and URAC guidelines at MedRisk LLC. Skilled in talent acquisition, recruitment strategies, and fostering relationships with external partners from previous roles at iQor Iloilo. Adept at multitasking, time management, and maintaining high productivity standards. Career goal includes leveraging comprehensive service-oriented skills to drive customer advocacy and operational excellence.
Overview
9
9
years of professional experience
Work History
Patient Support Specialist
Xtendops
10.2024 - Current
- Managed patient intake process effectively by gathering relevant information accurately from each individual upon arrival at the facility.
- Enhanced patient satisfaction by providing exceptional support and addressing concerns promptly.
- Maintained accurate patient records, ensuring data confidentiality and HIPAA compliance.
- Schedule, reschedule, and confirm appointments for patients, coordinating with healthcare providers to ensure timely and efficient care.
- Answer phone calls and assist with patient inquiries
- Proficient in using the following tools: Denticon and CCA/EAB
Customer Service Professional
MedRisk LLC
04.2023 - Current
- Receive inbound electronic referrals from Adjusters, NCMs, Centers, MDs, patients etc.
- Open new EOCs/cases accurately according to policy and procedures.
- Review case information to determine if a new case needs to be opened or patient can be followed in existing case.
- Make first outbound attempts with various sources to verify new case/missing information, requesting Verification from Insurance Carriers or request other related paperwork telephonically
- Maintain productivity and quality EOC monitoring goals daily/monthly.
- Validate new case data by reviewing, correcting, deleting, or re-entering data; combining data when account information is incomplete.
- Phone trained CSPs with prior MedRisk Inbound call center experience will be called upon to assist with incoming calls during a time of crisis.
- Forward any email/fax to proper dept. Attachment documents appropriately to new/existing EOCs.
- Understand MedRisk’s interdepartmental procedures, policies and comply with them.
- Identify potential or existing system and/or procedural challenges, and notify Supervisor and assist in resolution if needed.
- Complete special projects or tasks as assigned by the supervisor.
- Compliance with HIPPA and URAC guidelines
Customer Service Representative
WNS
05.2019 - 03.2023
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Built rapport with customers through courteous and professional communications.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Gave out information and advice about available products or seervices options.
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Talent Acquisition Sourcing Specialist
iQor Iloilo
05.2018 - 02.2019
- Represented organisation at job fairs to bring in local talent for long-term and seasonal positions.
- Gathered and analysed data extensively to obtain useful HR metrics.
- Promoted company career page, generating wide-ranging interest in company to attract appropriate candidates.
- Used innovative and efficient techniques to source candidates internally and externally, working with third-party suppliers and agencies.
- Developed and drove end-to-end recruitment strategies including sourcing, pipeline building, candidate experience and early careers initiatives.
- Utilised social media platforms and professional networks to engage with potential candidates.
- Identified recruitment areas in need of improvement and recommended strategies to address and resolve issues.
- Fostered strong relationships with recruitment agencies and external partners to widen talent pool.
Promodizer
SM Appliance
07.2017 - 03.2018
Financial Consultant
Fundline
05.2016 - 05.2017
Sales and Customer Service Representative
Android Zone
02.2016 - 08.2016
Education
Diploma of Higher Education - Web Application Development
ACLC COLLEGE OF ILOILO INC.
Skills
Product knowledge
Data acquisition
Service-Oriented mindset
Time management precision
Administrative support
Customer rapport-building
Patient attitude
Information retrieval
Email administration
Telephone etiquette mastery
Email management
Effective multitasking
Customer sales support
Strong customer service orientation
Data Entry
Customer advocacy
Education
other
References
Lareza De la Cruz- CLSSYB
Talent Acquisition Manager
MedRisk Iloilo-Manila
Email:lacruz@medrisknet.com
Mobile: 09190850795
Mary Rose Razo
Area Manager
WNS Global Services- Iloilo
Mobile: 09771220242
Christine Donesa
Area Manager
WNS Global Services- Iloilo
Mobile: 09286894329
Timeline
Patient Support Specialist
Xtendops
10.2024 - Current
Customer Service Professional
MedRisk LLC
04.2023 - Current
Customer Service Representative
WNS
05.2019 - 03.2023
Talent Acquisition Sourcing Specialist
iQor Iloilo
05.2018 - 02.2019
Promodizer
SM Appliance
07.2017 - 03.2018
Financial Consultant
Fundline
05.2016 - 05.2017
Sales and Customer Service Representative
Android Zone
02.2016 - 08.2016
Diploma of Higher Education - Web Application Development
ACLC COLLEGE OF ILOILO INC.
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