JAMES ESCALA
MANILA,METRO MANILA
Overview
15
15
years of professional experience
Work History
admin assistant (healthcare virtual assistant)
bruntwork
08.2025 - 08.2026
- Performed administrative tasks to support healthcare operations.
- Created and managed charts for patient and referral intake.
- Managed appointment bookings, cancellations, and rescheduling for patients.
- Coordinated patient appointments, including booking, cancellations, and rescheduling.
- Handled referral requests, medical record submissions, and retrievals, ensuring accurate data entry into EMR/EHR systems.
- Entered prescriptions into patient charts and processed refill requests.
- Managed inbound and outbound calls to follow up with providers, healthcare insurance companies, and patients.
- Organized, uploaded, and filed faxes; prepared and sent letters to providers.
- Processed and sent orders to providers with attention to detail. Annotated paperwork to assist providers in maintaining accurate and updated records.
Team Leader
Concentrix CVG Philippines Inc.
MANILA
05.2022 - 08.2025
- Promoted to Team Leader, directed team members, evaluated performance, delivered coaching and feedback, resolved escalated concerns, and guided the team to meet quality, productivity, and customer service goals.
Subject Matter Expert
Concentrix CVG Philippines Inc.
MANILA
05.2020 - 05.2022
- Promoted to Subject Matter Expert, supporting the team with complex pharmacy-related concerns, providing guidance to representatives, and helping ensure compliance with company procedures and quality standards.
Customer Service Representative
Concentrix CVG Philippines Inc.
MANILA
05.2017 - 05.2020
- Handled customer inquiries related to pharmacy claims, prior authorizations, and prescription orders. Processed pharmacy-related requests, assisted customers with claim concerns, and contacted doctors' offices when necessary to coordinate and resolve issues.
Subject Matter Expert
Concentrix CVG Philippines Inc.
MANILA
05.2015 - 05.2017
- Promoted to Subject Matter Expert, providing support and guidance to representatives, assisting with complex customer concerns, and helping ensure accurate processes and quality service.
Technical Support Representative
Concentrix CVG Philippines Inc.
MANILA
05.2013 - 05.2015
- Handled customer technical support for Comcast services, including cable, internet, and phone services. Troubleshot and resolved technical issues, assisted customers with service-related concerns, and handled billing inquiries while providing excellent customer service.
Outbound Sales Agent
Symphony8
MAKATI
05.2011 - 06.2012
- Responsible for handling outbound calls to customers in Canada to promote and sell mobile phone plans. Manage customer inquiries, explain available plans and promotions, identify customer needs, and assist them in choosing the most suitable plan. Main accounts handled include Solo Mobility and Virgin Mobile. Maintain professional communication while achieving sales targets and providing excellent customer service.
Education
Diploma of Higher Education - BS PSYCHOLOGY
UNIVERSIDAD DE MANILA
MANILA01-2009
Skills
Customer Service and Client Relations
Technical Troubleshooting
Sales and Upselling
Billing and Account Management
Pharmacy Claims and Prior Authorization Processing
Team Leadership and Coaching
Conflict Resolution and Escalation Handling
Time Management and Multitasking
Attention to Detail
Adaptability and Quick Learning
Microsoft Office and Computer Skills
Performance Monitoring and Quality Assurance
Ability to Work Under Pressure
Timeline
admin assistant (healthcare virtual assistant)
bruntwork
08.2025 - 08.2026
Team Leader
Concentrix CVG Philippines Inc.
05.2022 - 08.2025
Subject Matter Expert
Concentrix CVG Philippines Inc.
05.2020 - 05.2022
Customer Service Representative
Concentrix CVG Philippines Inc.
05.2017 - 05.2020
Subject Matter Expert
Concentrix CVG Philippines Inc.
05.2015 - 05.2017
Technical Support Representative
Concentrix CVG Philippines Inc.
05.2013 - 05.2015
Outbound Sales Agent
Symphony8
05.2011 - 06.2012
Diploma of Higher Education - BS PSYCHOLOGY
UNIVERSIDAD DE MANILA