JACKYLYN B. JUANCE
Paranaque City,Metro Manila
Summary
I am an Efficient and Confident Virtual Assistant with demonstrated experience of working in the Mental Health Facility. My experienced helped me develop expert knowledge of the admin task and Customer Service. My main goal is to help my client to take their business to the next level. I am a Top Performing Virtual Assistant with years of experience in Customer Service and as Intake Specialist.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Refill Coordinator/ Virtual Patient Coordinator
Pacific Mind Health
10.2025 - 05.2026
- Successfully coordinated medication refill requests, ensuring timely processing and continuity of patient care.
- Maintained accurate and up-to-date patient records while adhering to HIPAA regulations and clinic policies.
- Streamlined appointment scheduling and provider calendar management, helping reduce scheduling conflicts and improve clinic efficiency.
- Coordinated with providers, pharmacies, laboratories, and insurance companies to resolve patient concerns promptly.
- Processed prior authorization requests efficiently, minimizing delays in medication approvals.
- Provided compassionate patient support through phone, email, and telehealth platforms, contributing to a positive patient experience.
- Assisted in managing high-volume administrative tasks while maintaining accuracy and attention to detail.
- Supported an outpatient mental health clinic by coordinating patient intake, prescription refills, insurance verification, and follow-up appointments.
- Supervised and mentored virtual medical assistants, improving workflow efficiency and team productivity.
- Ensured timely documentation of patient interactions, medication requests, and provider communications within the EMR system.
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Developed and maintained scheduling systems for patient appointments, optimizing resource allocation.
- Trained new staff on operational procedures, fostering a cohesive team environment.
- Implemented feedback mechanisms to assess patient satisfaction and improve overall care quality.
- Analyzed program effectiveness and recommended strategic adjustments to improve patient outcomes.
Virtual Medical Assistant / Team Leader
Keturah Health Clinic
06.2022 - 10.2025
- Oversees virtual medical assistants and support staff serving an outpatient mental health clinic.
- Assign daily tasks aligned with provider schedules and clinic priorities.
- Conduct regular coaching, feedback sessions, and performance evaluations.
- Schedule, reschedule, and cancel appointments.
- Oversee scheduling workflows for psychiatry, psychology, therapy, and group sessions.
- Manage provider calendars.
- Enter and update patient records in the EHR/EMR.
- Coordinate prescription refills with pharmacies.
- Request prior authorizations for medications or procedures.
- Operate telemedicine platforms for virtual visits.
- Manage secure faxing, scanning, and emailing of documents.
- Verify insurance coverage and eligibility.
- Collect and update billing information.
- Confirm referring physician or provider info.
- Send and receive intake forms.
- Monitored administrative workflows, tracked pending tasks, and ensured timely completion of clinic support activities.
- Worked collaboratively with clinical and administrative teams to improve patient experience and office efficiency.
- Submit Prior Authorization through AMD and Cover my meds.
- Submit Lab request.
- Implemented electronic health record (EHR) systems, increasing documentation accuracy and accessibility for clinicians.
- Developed training materials for staff development programs, fostering continuous learning within the team.
- Ensured timely completion of administrative duties, contributing to a well-managed medical office environment.
Intake Specialist / CSR –Durable Medical Equipment (DME) Part-Time
Alba Medical Supplies
06.2022 - 02.2023
- Collect patient demographics and contact details.
- Obtain and verify physician orders/prescriptions for DME.
- Request and review clinical documentation (e.g., chart notes, diagnosis, qualifying medical necessity).
- Ensure documentation meets Medicare/insurance compliance standards.
- Enter all patient and order details into DME software.
- Create and process DME orders in system.
- Coordinate delivery or shipment of equipment with warehouse or logistics.
- Communicate with suppliers or manufacturers if needed.
- Track order status and update patient and provider.
Customer Service in Pharmacy
Millers Pharmacy
10.2021 - 06.2022
- Answer inbound phone calls from patients, caregivers, or healthcare providers.
- Handle inquiries about prescriptions, refills, and medication availability.
- Make outbound calls to remind patients about refills or pick-ups.
- Respond to questions about over-the-counter products and general pharmacy info.
- Resolve complaints or escalate issues to the pharmacist or supervisor.
Customer Service Representative
Transcom - Bacolod
08.2018 - 10.2021
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Bachelor of Science - Nursing
West Negros College
Negros Occidental, Philippines01-2007
Skills
CORE COMPETENCIE
- Electronic Health Record (EHR) management (eg, Epic, Cerner, Athena)
- Insurance verification
- Prescription refill coordination
- HIPAA compliance knowledge
- Time management and organization
- Problem-solving under pressure
- Attention to detail
- Confidentiality and discretion
- Data entry
- Decision-making
- Work Planning and Prioritization
- Schedule coordination
- Scheduling and calendar management
- Recordkeeping
- Process improvement
- Meeting coordination
- Virtual Medical Assistance
- Medication Refill Coordination
- Prior Authorization Processing
- Insurance Verification
- Appointment Scheduling
- Patient Intake
- Electronic Medical Records (EMR/EHR)
- Medical Documentation
- HIPAA Compliance
- Telehealth Support
- Prescription Coordination
- Provider Calendar Management
- Customer Service
- Medical Terminology
- Team Leadership
- Administrative Support
- Problem Solving
- Time Management
Accomplishments
- Successfully coordinated medication refill requests, ensuring timely processing and continuity of patient care.
- Maintained accurate and up-to-date patient records while adhering to HIPAA regulations and clinic policies.
- Streamlined appointment scheduling and provider calendar management, helping reduce scheduling conflicts and improve clinic efficiency.
- Coordinated with providers, pharmacies, laboratories, and insurance companies to resolve patient concerns promptly.
- Processed prior authorization requests efficiently, minimizing delays in medication approvals.
- Provided compassionate patient support through phone, email, and telehealth platforms, contributing to a positive patient experience.
- Assisted in managing high-volume administrative tasks while maintaining accuracy and attention to detail.
Certification
- HIPAA Compliance Training Program
- Completed 45 Credit Hours
- Date Issued: June 21, 2023
Timeline
Refill Coordinator/ Virtual Patient Coordinator
Pacific Mind Health
10.2025 - 05.2026
Virtual Medical Assistant / Team Leader
Keturah Health Clinic
06.2022 - 10.2025
Intake Specialist / CSR –Durable Medical Equipment (DME) Part-Time
Alba Medical Supplies
06.2022 - 02.2023
Customer Service in Pharmacy
Millers Pharmacy
10.2021 - 06.2022
Customer Service Representative
Transcom - Bacolod
08.2018 - 10.2021
Bachelor of Science - Nursing
West Negros College
Disclaimer
JACKYLYN B. JUANCE Applicant
TOOLS
- ICANotes
- Tebra
- Practice Fusion
- Advance MD
- G Suite
- Nextiva
- Microsoft Office
- Availity
- Canva
- DME
- Calltools
- RingCentral
- Covermymeds
- Quest Diagnostics