Process Trainer
Optum
10.2021 - 12.2021
Hi, I’m
DIAN MONIQUE U. IPANAG
Customer Service Advocate
Cebu
Summary
Enthusiastic about helping patients get necessary actions by taking ownership to every concern related to the patients prescription and coverage plan. Detail-oriented and active listening skills providing resolution to daily concerns about their coverage and eligibility.
Efficiency in taking inbound and outbound calls following the perfect call flow and providing first call resolution while building customer client relationships on the phone.
Work History
OptumCebu
Customer Service Advocate
10.2019 - Current
Job overview
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Optum Cebu City
Process Trainer
10.2021 - 12.2021
Job overview
- Communicated with management team to maintain firm grasp of training requirements.
- Provided subject matter expertise to all new trainees.
- Delivered robust training courses via classroom and e-learning programs.
- Created unique approach to support training programs.
- Utilized the training materials provided by the company with live mock calls during training.
Nephrology Center of Pagadian City, BMD Building FS PajaresPagadian City
Medical Billing Assistant
09.2017 - 12.2017
Job overview
- Collected payments and applied to patient accounts.
- Filed and updated patient information and medical records.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Liaised between patients, insurance companies, and billing office.
- Posted payments and collections on regular basis.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Responded to customer concerns and questions on daily basis.
Skills
Microsoft Officeundefined
Accomplishments
- Supervised a team with 13 new hires.
- Completed the course of training by using the company's training materials, conducting mock calls and ensuring that each new hires were able to perform the job title they are assigned for.
- Successfully endorsed 13 new hires to production and overseeing their daily improvements towards their calls.
Availability
See my work availability
Not Available
Available
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Timeline
Customer Service Advocate
Optum
10.2019 - Current
Medical Billing Assistant
Nephrology Center of Pagadian City, BMD Building FS Pajares
09.2017 - 12.2017
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