Jun Narcisus Alba
Process Leader
Taguig, Metro Manila
Summary
Results-driven process management professional with strong leadership skills and focus on team collaboration. Proven track record in streamlining operations, improving efficiency, and adapting to changing needs. Skilled in workflow optimization, risk assessment, and strategic planning. Known for reliability, fostering positive team environment, and delivering impactful results.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Process Leader
Firstsource Solutions
04.2025 - Current
- Led cross-functional teams to streamline operational workflows, significantly enhancing efficiency and reducing process bottlenecks.
- Developed and implemented training programs that improved employee performance and increased overall team productivity.
- Analyzed performance metrics to identify areas for process improvement, driving consistent enhancements in service delivery.
- Facilitated regular team meetings to promote collaboration and knowledge sharing, fostering a culture of continuous improvement.
- Analyzed data to identify trends, monitor progress, and make informed decisions on necessary changes to drive results.
Team Leader/Supervisor
Open Access BPO
05.2024 - Current
- Ensure the team meets daily and monthly invoicing goals, maintains accuracy, and adheres to company standards.
- Supervise, coach, and mentor team members, providing regular feedback, conducting performance evaluations, and fostering professional growth.
- Identify inefficiencies or errors in invoicing processes and implement strategies to improve speed and accuracy.
- Monitor team performance, track key metrics, and prepare reports for upper management, highlighting achievements and areas for improvement.
- Address and resolve escalated issues from team members and clients, ensuring timely and satisfactory outcomes.
- Oversee the invoicing system, report any issues to IT, and suggest enhancements for better efficiency.
RCM Appeals Writer Specialist
Conifer Global Solutions
02.2021 - 05.2024
- Validate denial reasons and ensures coding in system is accurate and reflects the denial reasons.
- Generate an appeal based on the dispute reason and contract terms specific to the payor -includes online reconsiderations.
- Research contract terms/interpretation and compile necessary supporting documentation for appeals, Terms & Conditions for Internet enabled Managed Care System (IMACS) adjudication issues, and referral to refund unit on overpayments.
- Escalate denial or payment variance trends to NIC leadership team for payor escalation.
- Individual Contributor/Supervisor level
Team Leader
Optum Global Solutions
06.2019 - 01.2021
- Executing management business path through organizing, planning and implementing strategy.
- Coaching and Supervising team performance through business metrics.
- Resolved escalated concerns using professionalism and understanding of all facets of issue.
- Hiring, Training and developing employees.
Customer Experience Specialist
Optum Global Solutions
06.2018 - 06.2019
- Listen to calls of frontliners and evaluate the quality of customer service.
- Provide coaching to agents and close coordination with supervisor an agent's performance and Areas of improvement on quality metrics.
- Collaborate with operations on product knowledge, updates and calibrations.
- Participate in program and process improvement initiatives like Scenario Based Learning Sessions.
Electronic Eligibility Analyst
Optum Global Solutions
06.2016 - 06.2018
- Administer gathering and preparation of Spreadsheets containing demographics of insurance members submitted electronically by the Company HR point person with firm deadlines.
- Maintain strict data accuracy standards.
- Format spreadsheets based on database requirements.
- Reviewed formatted spreadsheets to ensure quality assurance and accuracy of information.
- Collaborates directly with onshore associates to aid assistance in specific tasks if necessary.
Customer Service Specialist
Optum Global Solutions
11.2013 - 06.2016
- Adhere to company policies and scripts to consistently achieve call time and quality standards.
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educate callers about specific inquiries regarding plan benefits, authorization, eligibility and claims status.
- Lead callers to take proper actions for the resolution of complicated issues and concerns.
- Contributed to company achieving and holding industry leading customer service ratings.
Elite Care Officer
Maxicare Healthcare Corp.
05.2012 - 08.2013
- Ensure that the insurance benefit utilization of clients are well-managed.
- Assist clients who are hospitalized by educating them with insurance coverage information
- Coordinate with patients and hospital personnel/departments for concerns and appointments.
- Provide patients with world-class customer service with personal care.
- Encodes and generates census for reporting purposes
Medical Data Administrator
Maxicare Healthcare Corp.
01.2010 - 05.2012
- Manage Provider and Physician demographics in database.
- Coordinate with Medical team to maintain provider and physicians information, CPT and ICD codes.
- Collaborate with claims and Finance department to establish payment integrity.
- Provide company reports for business review and meetings.
- Facilitate training for new employees on tools utilization.
Education
Bachelor in Science - Biology
University of Makati
01.2007
Vocational - Computer Technology and Systems Management
International Electronics and Technical Institute- Makati
01.2002
Skills
Effective team leadership
Data-driven performance analysis
Process improvement
Training development
Data analysis
Metrics tracking
Coaching expertise
Documentation and reporting
Cross-functional collaboration
Teamwork and collaboration
Certification
BOSH - Basic Occupational Safety and Health Seminar- SO3
Timeline
Process Leader
Firstsource Solutions
04.2025 - Current
Team Leader/Supervisor
Open Access BPO
05.2024 - Current
RCM Appeals Writer Specialist
Conifer Global Solutions
02.2021 - 05.2024
Team Leader
Optum Global Solutions
06.2019 - 01.2021
Customer Experience Specialist
Optum Global Solutions
06.2018 - 06.2019
Electronic Eligibility Analyst
Optum Global Solutions
06.2016 - 06.2018
Customer Service Specialist
Optum Global Solutions
11.2013 - 06.2016
Elite Care Officer
Maxicare Healthcare Corp.
05.2012 - 08.2013
Medical Data Administrator
Maxicare Healthcare Corp.
01.2010 - 05.2012
Vocational - Computer Technology and Systems Management
International Electronics and Technical Institute- Makati
Bachelor in Science - Biology
University of Makati