DIANNE FAYE ALCANTARA
Medical Virtual Assistant
Quezon City, Metro Manila
Summary
Medical Virtual Assistant with HIPAA compliance certification and over 5 years of experience supporting remote patient communication, EHR documentation, and insurance workflows. Manages appointment scheduling, phone management, prescription refill coordination, records retrieval, referrals, and prior authorization cases while handling high volume of patient and provider calls per day, and maintaining data accuracy. Processes clinic payments and secures patient data across digital and administrative systems to maintain operational efficiency and compliance.
Overview
2
2
Certifications
6
6
years of professional experience
Work History
Front Desk Medical Receptionist
California Cardiovascular Institute
2026.05 - 2026.09
- Managed high volume of calls, efficiently handling approximately 300 calls per day to answer patient inquiries, schedule appointments, route urgent messages to clinical staff, and coordinate care.
- Verified insurance eligibility, collected intake forms, and updated demographic information within the electronic health records (EHR) system to ensure 100% data accuracy.
- Managed the scheduling system to book appointments, send reminders, and track referrals while handling release-of-information (ROI) requests and medical records documentation to ensure efficient daily patient flow.
Medical Virtual Assistant
Arizona Advanced Surgery
2023.07 - 2026.04
- Managed inbound and outbound patient communications to coordinate scheduling for appointments and surgeries, handle prescription refills, medical records retrieval, and process referrals.
- Verified patient insurance benefits, eligibility, and prior authorizations before visits, while managing payment posting to reduce claim denials.
- Coordinated referral requests with outside offices to support timely scheduling and follow-through on specialist appointments.
Senior Process Executive
Cognizant Technology Solutions
2022.11 - 2023.07
- Executed end-to-end medical case management and resolved complex patient documentation issues.
- Coordinated medical records retrieval requests directly with US healthcare providers.
- Maintained proper communication workflows to ensure timely completion of all administrative tasks.
Customer Service Representative
Optum Global Solutions
2020.09 - 2022.05
- Researched patient accounts across multiple databases to resolve service issues and support accurate follow-up.
- Streamlined clinical administrative workflows by coordinating with internal support teams to improve patient care delivery.
- Supported medication refill requests and complex service inquiries with accurate, patient-focused communication.
Education
Bachelor - Physical Education
Polytechnic University of the Philippines
Sta. Mesa, Manila, Philippines2018-05
Skills
- Epic
- eClinicalWorks
- CharmHealth
- Practice Fusion
- Aprima
- Ring Central
- Five9
- 8x8
- 3cx
- Microsoft Office
- Google Workspace
- Zendesk
- Appointment scheduling
- Patient communication
- Insurance verification
- Prior authorization management
- Patient intake
- Referral tracking
- Prescription refill processing
- Payment posting
- Medical records management
- Release of information
- Fax management
Certification
HIPAA Compliance Certified, MedVA, 2025
Timeline
Front Desk Medical Receptionist
California Cardiovascular Institute
2026.05 - 2026.09
Medical Virtual Assistant
Arizona Advanced Surgery
2023.07 - 2026.04
Senior Process Executive
Cognizant Technology Solutions
2022.11 - 2023.07
Customer Service Representative
Optum Global Solutions
2020.09 - 2022.05
Bachelor - Physical Education
Polytechnic University of the Philippines