KATE PALAPAL MAGPUSAO
Trece Martires City
Summary
Experienced in effectively handling patient inquiries and providing support within a healthcare setting. Utilizing strong communication skills and empathy, dedicated to resolving issues and ensuring patient satisfaction. Extensive knowledge of healthcare protocols and procedures contributes to the efficient and effective delivery of services.
Overview
10
10
years of professional experience
Work History
Healthcare Customer Service Representative
CONCENTRIX
04.2022 - Current
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Customer Service Representative
ALORICA
09.2020 - 03.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
ESL Teacher
ELC
06.2019 - 08.2019
- Educated students in basics of English grammar and conversational speaking.
- Provided targeted instruction on pronunciation, intonation, and accent reduction to enhance students'' overall communication skills in English.
- Enhanced students'' speaking skills through regular practice and focused feedback during conversation sessions.
Homeroom Teacher for Grade 5, Science Teacher for Grade 1
Neverland Learning Center
08.2018 - 09.2018
Administrative Assistant - Customer Care
APC by Schneider Electric
06.2017 - 02.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
- Contributed to policy updates, researching regulations to ensure company compliance.
- Maintained inventory of office supplies and placed orders.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
Laboratory Assistant
Lyceum of The Philippines University
08.2016 - 04.2017
- Handled hazardous materials responsibly following proper waste disposal procedures to minimize environmental impact.
- Actively participated in lab safety inspections, identifying potential hazards and implementing corrective actions promptly.
- Enhanced lab safety measures by conducting regular equipment maintenance and implementing updated protocols.
- Reduced sample contamination risks through rigorous adherence to proper specimen handling techniques.
- Served as a reliable source of information for colleagues seeking assistance or clarification on laboratory procedures or equipment use.
Reservation Officer/Receptionist/Waitress/Cashier
Patio Buendia Restaurant, Farm Resort and Events Place
11.2014 - 01.2016
- Prepared daily reports on reservations activity for management review and analysis.
- Coordinated with other departments to ensure seamless guest experiences from reservation through checkout.
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
Education
Bachelor of Science - International Hospitality Management, Culinary Arts and Kitchen Operation
Lyceum of the Philippines University
04.2013
Secondary -
Infant Jesus Academy of Silang Inc.
03.2009
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Medical terminology
- Claims processing
- Patient eligibility verification
- Customer service
- Medical coding
- Inbound call management
- Administrative and office support
- Computer skills
Applicant
Kate P. Magpusao
Training
- Basic Life support and CPR, Patio Buendia Farm Resort and Events Place, 03/21/16, 03/23/16
- On-the-job training, Gourmet Café, Lalaan II Silang, Cavite, 04/01/11, 05/31/11
- On the job training, Summit Ridge Tagaytay, Receptionist and Banquet Waitress, Tagaytay City, Cavite, 11/01/12, 02/28/13
- Basic Hotel Operation Seminar, Golden Dragon Restaurant, Subic International Hotel, Subic Bay Freeport Zone, 08/30/09
Affiliation
Sangguniang Kabataan Councilors, Amadeo, Cavite, 01/01/11, 12/31/13
Timeline
Healthcare Customer Service Representative
CONCENTRIX
04.2022 - Current
Customer Service Representative
ALORICA
09.2020 - 03.2021
ESL Teacher
ELC
06.2019 - 08.2019
Homeroom Teacher for Grade 5, Science Teacher for Grade 1
Neverland Learning Center
08.2018 - 09.2018
Administrative Assistant - Customer Care
APC by Schneider Electric
06.2017 - 02.2018
Laboratory Assistant
Lyceum of The Philippines University
08.2016 - 04.2017
Reservation Officer/Receptionist/Waitress/Cashier
Patio Buendia Restaurant, Farm Resort and Events Place
11.2014 - 01.2016
Secondary -
Infant Jesus Academy of Silang Inc.
Bachelor of Science - International Hospitality Management, Culinary Arts and Kitchen Operation
Lyceum of the Philippines University
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