Ian Michael Luzon

• Coordinated patient care plans to enhance service delivery and optimize resource utilization.
• Collaborated with multidisciplinary teams to ensure comprehensive support for patients' needs.
• Managed scheduling and follow-up appointments, improving patient adherence to treatment protocols.
• Developed and implemented process improvements, resulting in increased efficiency in care coordination workflows.
• Trained new associates on best practices in patient engagement and care management strategies.
• Used company software and databases to maintain records of services performed and patient conditions.
• Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
• Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
• Educated patients on self-care strategies, promoting independence and empowering them to manage their health conditions.
• Ordered all pharmacy supplies and kept check on inventory levels.
• Successfully negotiated client contract renewals to create increased revenue.
• Coordinated with insurance providers to obtain prior authorizations and arrange necessary patient treatments, ensuring continuity of care.

Canada Retention

· Resolved customer complaints and fostered customer retention and loyalty.

· Managed client relationships by piloting outbound campaigns to boost retention and maximize revenue.

· Proactively calling clients to perform all activities that support client
retention.

· Acts as the liaison between clients and the business segment to resolve outstanding feedback and concerns.

· Assessed risks, facilitated pricing concessions.

· Facilitated the resolution of outstanding service-related issues and survey
follow up programs.

· Maximized retention by working with the client and ADP associates and
management to resolve any issues that are within our control and may
affect the client's decision to stay with ADP.

· Worked with client's Payroll Administrators, Accountants, Sales and Executives.

Canada SBS Input Analyst

· Collects and organize time sheets and enter information related to
employees and pay periods into a computer application used by ADP.

· Quickly resolved payroll discrepancies and overpayments, maintaining balanced payroll accounts.

· Call clients scheduled for the input and entered data into payroll systems (Teampay, Paytech, Workforce Now On The Go etc.).

· Ensures pay ending date and pay date are correct and accurate.

· Handled year-end payroll and accounts balancing, enabling improved financial forecasting.

· Updates payroll records by reviewing and approving change in regular
earnings and deductions every pay period including permanent changes
such as
*Change of employee or corporate address
*Request for record of employment
*New hires
*Vacation set‑up
*Change of rate/hour and salary per pay period
*Bank information change
*Additional taxes or exemptions
*Special instructions etc.

CardinalHealth

· Utilized strong time management skills to constantly meet and exceed code completion targets.

· Extracted clinical information from manual and computerized patient health records to assign appropriate clinical codes.

· Proofread documents to check for correct grammar and typing errors.

· Examined documents for missing information, flagging any required details with relevant medical staff.

· Make outgoing calls to doctors and patients to get the missing information needed to be input.

Microsoft

· Navigated customer support channels to resolve diverse customer queries within target timeframes.

· Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.

· Resolved customer queries over phone, chat and by email related to (Xbox live, office 365, MSN, etc.).

· Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.

Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.