JOHN NOLLIE BASA
Makati City
Summary
Results-driven Operations Manager with 7+ years of experience in US dental billing, credentialing, and compliance, alongside 10 years in BPO operations. Adept at leading large teams, optimizing workflows, and ensuring regulatory compliance. Proven track record of improving efficiency, streamlining billing processes, and enhancing patient satisfaction. Strong background in training, leadership, and process improvement, with technical expertise to enhance operational effectiveness.
Overview
9
9
years of professional experience
Work History
Operations Manager
TavCorp - Dental Clinic
04.2023 - Current
- Company Overview: Dental Clinic specializing in billing, credentialing, and compliance
- Lead and manage a team of 55+ agents across billing, call center, and credentialing operations
- Improved billing accuracy by 30% through process optimization and agent training
- Implemented workflow enhancements that boosted team productivity by 25%
- Developed training programs to enhance compliance, reducing errors by 40%
- Monitor call quality, provide coaching, and ensure exceptional patient support
- Collaborate on system testing, troubleshooting, and compliance assessments
- Dental Clinic specializing in billing, credentialing, and compliance
Credentialing Officer
TavCorp - Dental Clinic
02.2022 - 03.2023
- Company Overview: Dental Clinic specializing in billing, credentialing, and compliance
- Managed credentialing for multiple locations and providers, ensuring smooth onboarding
- Maintained 100% compliance with state and federal regulations (HIPAA, provider data security)
- Negotiated provider contracts, optimizing terms and minimizing operational risks
- Proactively resolved credentialing issues to prevent service disruptions
- Dental Clinic specializing in billing, credentialing, and compliance
Patient Coordinator & Billing Officer
TavCorp - Dental Clinic
03.2018 - 03.2023
- Company Overview: Dental Clinic specializing in billing, credentialing, and compliance
- Managed patient scheduling, reducing wait times and improving satisfaction scores
- Handled insurance claims and appeals, increasing approval rates by 15%
- Investigated and corrected billing discrepancies, saving an average of $20,000 per quarter
- Worked closely with patients to provide clear, transparent billing information
- Dental Clinic specializing in billing, credentialing, and compliance
Call Center Agent & SME (Retail Account)
[24]7.ai Philippines
03.2017 - 03.2018
- Company Overview: Call center providing customer support for retail accounts
- Provided top-tier customer support for order inquiries, returns, and technical issues
- Acted as Subject Matter Expert (SME), training new agents and improving issue resolution speed
- Enhanced service quality by identifying process gaps and implementing efficiency strategies
- Call center providing customer support for retail accounts
Technical Support & Floor Assistant
Convergys - Philippines
10.2015 - 03.2017
- Company Overview: BPO company providing technical support and customer service
- Provided real-time technical support, troubleshooting system issues for high call resolution rates
- Assisted in coaching and mentoring agents, ensuring consistent customer service excellence
- BPO company providing technical support and customer service
Education
Diploma - Information Communication Technology
Next Generation Technological College
01.2015
Skills
- Operations & Team Management
- Dental Billing
- Credentialing
- Compliance (HIPAA, State/Federal)
- Remote Team Leadership
- Training
- Claims & Appeals Resolution
- Process Improvement
- Performance Optimization
- Customer Service
- Patient Relations
- Technical Support
- Troubleshooting
- Data Analysis
- Problem-Solving
- Contract Management
- Provider Management
- Microsoft Office Suite
- CRM software
- Time management
- Multitasking
- Organization
- Strong analytical skills
- Conflict resolution
- Team coaching
- Adaptable
- Solutions-oriented
Personal Information
Title: OPERATIONS MANAGER
Technical And Soft Skills
- Fluent in English (written & spoken)
- Expert in Microsoft Office Suite & CRM software
- Time management, multitasking & organization
- Strong analytical & problem-solving skills
- Conflict resolution & team coaching
- Adaptable & solutions-oriented
Timeline
Operations Manager
TavCorp - Dental Clinic
04.2023 - Current
Credentialing Officer
TavCorp - Dental Clinic
02.2022 - 03.2023
Patient Coordinator & Billing Officer
TavCorp - Dental Clinic
03.2018 - 03.2023
Call Center Agent & SME (Retail Account)
[24]7.ai Philippines
03.2017 - 03.2018
Technical Support & Floor Assistant
Convergys - Philippines
10.2015 - 03.2017
Diploma - Information Communication Technology
Next Generation Technological College
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