LEAH MYCAH RAMIREZ
Operation Supervisor
Tanza, Province Of Cavite
Summary
Healthcare Operations Supervisor with 14+ years of experience in the BPO healthcare industry, specializing in process improvement, quality management, and team leadership. Proven ability to drive high performance, ensure compliance, and deliver patient- and client-centered service, with expertise in insurance verification,medical authorization, and clinical coordinator.
Overview
2027
2027
years of professional experience
Work History
Operation Supervisor
DME Services Solutions
2024.06 - Current
- Supervise agents , ensuring all tasks meet quality, productivity, and compliance standards
- Monitor daily operations including workload, attendance, adherence, and KPIs, and supporting high-volume queues.
- Conduct coaching, performance reviews, and corrective actions, leading to patient and client satisfaction.
- Review QA audits, documentation, and agent outputs, ensuring accuracy, consistency, and adherence to payer guidelines.
- Handle escalations and enforcing disciplinary standards of the company.
- Prepare and present weekly/monthly performance reports and recommend process improvements.
- Participate in special projects and new initiatives, supporting operational and business goals.
Customer Service Representative
DME Services Solutions
2023.04 - 2024.01
- Customer Service Representative handling authorization requests to various US healthcare accounts. Process authorization through outbound calls, payer portal and back office requests for DME patients.
Quality Analyst
HGS Philippines
2015.01 - 2021.01
- Responsible for providing Call and Non-Voice audits, conducting coaching and feedback for continuous improvement. Create a Quality Database, Error trends, and reports related to the Quality Scores. In addition, I also take in calls and escalated calls.
Clinical Intake Specialist
HGS Philippines
2010.01 - 2015.01
- Customer Service Representative handling authorization requests in a US healthcare account. Process authorization through inbound call, outbound calls, and back office requests for the healthcare members.
Product Trainer
Demo Power Philippines
2009 - 2010
- Facilitated training session and Implemented gamification elements into training courses that boosted engagement levels while reinforcing key concepts effectively.
- Partnered with sales teams to provide pre-sales product demonstrations for potential clients, ultimately contributing to higher closing rates.
Education
BS - Clinical Psychology
St. Paul University
Quezon City2009-03
Secondary And Primary Education
Sacred Heart Academy of Novaliches
2005-03
Skills
- Microsoft Office (Excel,Word, Powerpoint)
- Google Workspace
- Productivity, TMS tracking
Core Competencies
Team Leadership & Coaching, Healthcare Operations Management & Workflow Oversight, Prior Authorization & Insurance Verification Expertise, Escalation Management & Client Relations, Workforce & Schedule Management, Process Improvement & Operation Efficiency, Training, Onboarding & Employee Development.
Timeline
Operation Supervisor
DME Services Solutions
2024.06 - Current
Customer Service Representative
DME Services Solutions
2023.04 - 2024.01
Quality Analyst
HGS Philippines
2015.01 - 2021.01
Clinical Intake Specialist
HGS Philippines
2010.01 - 2015.01
Product Trainer
Demo Power Philippines
2009 - 2010
BS - Clinical Psychology
St. Paul University
Secondary And Primary Education
Sacred Heart Academy of Novaliches