Jolla Naline Rizon

· Led a high-performing team handling chat, email and inbound calls, consistently exceeding targets and KPIs, resulting in recognition as a Top Team Lead

· Collaborated with clients to develop a specialized training module for supervisors, enhancing leadership capabilities and team efficiency.

· Successfully managed nesting classes, ensuring smooth transitions for new team members and accelerating their productivity.

· Led the escalations team, effectively resolving customer issues and complaints while maintaining a high level of customer satisfaction.

· Pioneered the management of a hybrid team, blending a total of four brands or different LOB's.

· Participated in weekly business reviews, contributing insights and recommendations for process enhancements. Analyze performance metrics, identify areas for improvement, and develop actionable strategies.

• Interact with client through live chat, responds to emails, inbound and outbound calls
• Update payment and personal information for clients
• Calculate charges and process billing or payments
• Schedule appointments, verify credentials, process insurance claims and insurance verification
• Maintain strict confidentiality; adhere to all HIPAA guidelines/regulations
• Read EOBs and post payments accordingly and post patient payments
• Claims appeals, patient collections
• Process incoming chargebacks, responded to chargebacks and reactivate client account after chargeback resolution, process back payments and current payments
• Advocated for patients by contacting insurance companies to ensure timely payments and resolve errors on rejected claims
• Resolve billing errors and apply appropriate ICD-9 and CPT-4 codes, charges, and corrected charges.

• Detailed in providing information about products and services
• Highlight the benefits of a certain product to promote sales
• Take orders, calculate charges, and process billing or payments
• Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
• Improved sales abilities and product knowledge on a continuous basis to provide optimal service
• Keeping accurate records of discussions or correspondence with customers
• Do basic troubleshooting of customer devices and network communication errors.