Jhoey Padin
Senior Client Service Representative
San Jose,CAS
Summary
Senior Client Services Representative with experience managing PBM networking, client mailboxes, and provider inquiries in healthcare services environments and serving hundreds of customers and 50 plus clients. Handles 51+ client and provider emails per day, maintains accurate records for 25–50 client accounts in CRM and license management databases, and supports 9+ training sessions per month on eClaimLink and PBMLink workflows. Builds trusted client relationships through timely issue resolution, account support, and on-site visits.
Overview
12
12
years of professional experience
Work History
Senior Client Services Representative
IQVIA AG Dubai
12.2011 - 05.2020
- Effectively manage the PBM networking task alone without further supervision.
- Taking full responsibility of DHC Network mailbox by responding to our Clients and Providers on a timely and professional manner.
- Developed and maintain close relation with our valued clients in order to fulfill their needs by assisting/providing them with the best solution to their request.
- Maintains a comprehensive list of all our clients and keeping it updated effectively and thoroughly.
- Helps in promoting our products and services to existing and non-existing clients.
- Visits potential clients and explain our product and services.
- Act as point of contact to clients by adhering and delivering best results on their request/inquiry regarding their accounts.
- Conducts client visit to TPA's, Insurance Companies in order to have clear solution on their query and develop strategies which help them improved their services to their providers.
- Develop innovative proposals and delivering strategic customer services.
- Conducts training to Clients and Providers regarding eClaimLink and PBMLink (Pharmacy Benefit Manager) System or the online drug authorization portal for insured members.
- Maintain and update client's information on CRM and License Management Utility Database.
Client Services Advisor
Aetna Global Benefits FZLLC
08.2008 - 10.2011
- Assist and respond to customers, brokers, plan sponsors about their queries, on eligibility, Medical coverage and benefits whether by phone or email.
- Maintain high level of customer service and establish a strong collaborative relationship with members, brokers and clients in order to meet their expectations.
- Proficiency in Aetna systems and enable to assimilate and translate relevant information on products and information of the policy terms and conditions for International or Regional Healthcare Plan.
- Have a high level of awareness on compliance and applicable laws, statutory or other health regulations.
- Knowledgeable in Medical Underwriting guidelines, procedures and insurance parameters.
- Perform pre-screening of individual application and chasing for missing information and sending the confirmation of receipt or acceptance of their application.
- Process Mid Term Adjustments like addition and deletion of members under individual or group policy by sending the confirmation email of their request.
- Sending out invoices and credit notes for mid-term adjustments and new business.
- Process renewals for individual clients once the email confirmation and requirements were received from members/ brokers.
- Coordinate with finance department regarding payment on premium and refund request and informing the clients/brokers for the same.
- Advice and chases members, clients, plan sponsors, and brokers if there are cases of short payment on premium during the allocation process.
- Assist our policy administrators in preparing the policy documents especially, for the large groups.
- Other job experiences will be available upon request.
Education
Bachelor of Science - Marine Enginerring
Mariners Polytechnic Colleges Foundation
Baras, Province Of Camarines Sur, Philippines03.1997
Skills
Microsoft Excel
Microsoft Outlook
Microsoft Office
Client relationship management
Stakeholder communication
Benefits administration
Provider relations
Insurance account management
Claims coordination
Client onboarding
Timeline
Senior Client Services Representative
IQVIA AG Dubai
12.2011 - 05.2020
Client Services Advisor
Aetna Global Benefits FZLLC
08.2008 - 10.2011
Bachelor of Science - Marine Enginerring
Mariners Polytechnic Colleges Foundation