LIEZEL TUBEO
Cainta,Philippines
Summary
Experienced and compassionate Virtual Assistant and Customer Service professional with a robust background in behavioral health facility monitoring, virtual security, and healthcare insurance administration. Proven track record of maintaining facility safety through continuous CCTV monitoring, managing electronic health records (EHR), and delivering top-tier patient-centered support. Skilled in handling tools like Zendesk, Atera, and Dialpad, verifying complex insurance policies, ensuring strict HIPAA compliance, and executing high-accuracy data entry in fast-paced outsourcing environments.
Overview
6
6
years of professional experience
Work History
Virtual Security and Patient Scheduler
CF Outsourcing Solutions
Quezon city
12.2024 - 06.2026
- Managed virtual security and safety protocols by conducting 24/7 continuous CCTV monitoring of patient movements within the facility; immediately reported incidents to the EMR team.
- Conducted thorough background checks on incoming patients prior to facility placement.
- Utilized Atera, Dialpad, Zendesk, EHR, and CRM platforms to streamline facility operations and communication.
- Maintained precise electronic health records, logging patients' daily activity movements, admissions, discharges, and schedule changes.
- Collaborated directly with Case Managers to provide daily status updates and managed facility medication ordering.
- Coordinated directly with therapists and medical providers to manage available calendars, schedule checkups, and organize therapy sessions based on urgency.
- Conducted outbound calls for appointment reminders, processed cancellations, and managed reschedules; sent out email reminders containing online consultation links.
- Verified patient insurance policies and performed prior authorization checks.
Customer Care Representative
Sagility
Quezon city
01.2024 - 12.2024
- Handled inbound inquiries regarding medication refills, billing concerns, and monthly senior citizen allowances.
- Reviewed and processed prior authorizations for medication coverage.
- Assessed and verified member eligibility for Medicare, dental, and vision benefits, including loyalty card allowance renewals.
- Coordinated directly with suppliers to facilitate and fulfill Durable Medical Equipment (DME) requests for clients.
- Enforced strict HIPAA compliance during the verification and renewal of member benefits.
Customer Service Representative
TTEC Cainta
Cainta
04.2022 - 05.2023
- Received inbound calls from members managing monthly and quarterly medication requests.
- Processed medication orders, audited doctor prescriptions for validity, and verified prior authorization requests.
- Managed HIPAA-protected records and updated doctor offices regarding member benefit changes.
- Check members' eligibility and verification.
- Check updated orders and billing of medicine.
Policy Loan Processor
Tata Consultancy Services
TAGUIG
01.2021 - 02.2022
- Processed pensioner loan applications under 401(k) plans, auditing member contributions to ensure loan approval eligibility.
- Reviewed application files for missing data, errors, or discrepancies prior to underwriting submission.
- Ran credit checks and verified that all applicant details met the specific criteria of financial institutions and regulatory bodies.
- Managed and submitted critical banking documents to facilitate swift crediting and check issuance.
Policy Coordinator
WNS
Quezon city
03.2020 - 10.2020
- Processed insurance claims efficiently, adhering to company policies and customer requirements.
- Communicated with customers professionally, offering support and enabling access to desired products.
- Navigated office software and document management systems to locate precise information.
- Processed insurance enrolments, cancellations and payments.
- Advised customers on cost-effective practices to improve financial standing and reduce liabilities.
- Obtained information from clients to offer best possible insurance options.
Education
Bachelor of Science - Interior Design
College of the Holy Spirit
Manila01-2002
Skills
- 24/7 CCTV Monitoring
- Incident Reporting
- Daily Movement Tracking
- Patient Background Checks
- Patient-Centered Care
- Electronic Health Records (EHR) Management
- Medication Order Management
- Provider/Therapist Calendar Coordination
- Inbound/Outbound Calls
- HIPAA Compliance
- Insurance Verification
- Prior Authorization Processing
- Billing & Disputes
- Durable Medical Equipment (DME) Coordination
- Data Entry
- CRM Tools
- Email & Chat Support
- MS Office
Timeline
Virtual Security and Patient Scheduler
CF Outsourcing Solutions
12.2024 - 06.2026
Customer Care Representative
Sagility
01.2024 - 12.2024
Customer Service Representative
TTEC Cainta
04.2022 - 05.2023
Policy Loan Processor
Tata Consultancy Services
01.2021 - 02.2022
Policy Coordinator
WNS
03.2020 - 10.2020
Bachelor of Science - Interior Design
College of the Holy Spirit