LESLIE ANN D. LACERNA
Muntingpulo, Lipa City, Batangas,BTG
Summary
* Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
* Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
Work History
Healthcare Associate
KnackRCM (Healthybos Global Corporation)
Dagatan, Lipa City
04.2024 - Current
- Maintained strict adherence to HIPAA regulations, safeguarding patient confidentiality throughout all documentation processes.
- Analyzed workflow processes, identifying areas for improvement to optimize resource allocation and performance outcomes.
- Improved patient satisfaction by providing compassionate and attentive care.
- Contributed to organizational success by providing exceptional customer service and cultivating positive relationships with patients, families, and healthcare partners.
- Ensured regulatory compliance within the healthcare facility through meticulous adherence to policies, procedures, and guidelines.
- Assisted in the training and onboarding of new healthcare associates, sharing valuable knowledge and fostering a supportive learning environment.
- Ensured accuracy of medical documentation through thorough review and editing processes.
- Trained new team members on best practices for efficient document handling and compliance adherence.
Customer Service Representative
ResultsCX (formerly The Results Manila Inc.)
Marawoy, Lipa City
10.2016 - 08.2018
- Documented interactions in CRM system, maintaining comprehensive records for follow-up actions.
- 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.
- Assisted patients with inquiries regarding healthcare services and insurance coverage.
- Conducted follow-up calls to ensure patient needs were addressed effectively.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Receptionist/Caretaker/Pool Operator
Dijan's Farm and Resort
Muntingpulo, Lipa City
04.2015 - 08.2016
- Greeted and assisted guests, ensuring a welcoming and friendly atmosphere.
- Coordinated reservations and maintained accurate booking records using resort management software.
- Handled guest inquiries and complaints promptly, enhancing overall customer satisfaction.
- Maintained cleanliness and organization of reception area, promoting a professional environment.
Education
No Degree - Information Technology
Kolehiyo Ng Lungsod Ng Lipa
Dagatan, Lipa City04-2013
Bachelor of Science - Computer Science
Lipa City Public College
Lipa City, Province Of Batangas, Philippines04-2008
High School Diploma -
San Isidro National High School
San Isidro, Lipa City04-2005
Skills
- Data Analysis
- Health Information Security
- Documentation
- Teamwork and collaboration
- Healthcare Regulatory Compliance
- Problem-solving
- Time management
- Attention to detail & Critical thinking
- Flexible and adaptable
- Multitasking Abilities
- Computer & Organizational skills
- Active listening
- Organization and time management
- Customer service
- Friendly, positive attitude
Languages
English
Intermediate (B1)
Tagalog
Upper intermediate (B2)
Arabic
Beginner (A1)
Timeline
Healthcare Associate
KnackRCM (Healthybos Global Corporation)
04.2024 - Current
Customer Service Representative
ResultsCX (formerly The Results Manila Inc.)
10.2016 - 08.2018
Receptionist/Caretaker/Pool Operator
Dijan's Farm and Resort
04.2015 - 08.2016
No Degree - Information Technology
Kolehiyo Ng Lungsod Ng Lipa
Bachelor of Science - Computer Science
Lipa City Public College
High School Diploma -
San Isidro National High School