MA. JULIANNE ROMA
Customer Service Representative | Chat Support Specialist | Quality Assurance Analyst
Angeles City, Province Of Pampanga,PAM
Summary
Quality Assurance Analyst / Notes Upload Specialist streamlines Kinnser and Axxess EMR workflows by uploading visit notes, scheduling patient visits, and reviewing charts for accuracy and compliance. Supports healthcare operations through follow-up on visit frequency requirements, email coordination, and documentation quality checks. Trains case manager applicants on Axxess processes while keeping notes and records aligned with company standards.
Overview
7
7
years of professional experience
Work History
Quality Assurance Analyst / Notes Upload Specialist
OMNI Therapy, Inc.
05.2022 - Current
- Reviewed patient charts to ensure documentation accuracy, completeness, and compliance.
- Ensured documentation met company quality standards and operational requirements.
- Reviewed patient charts for accuracy, completeness, and compliance with company standards.
- Followed up on patient visit frequencies and documentation requirements to ensure compliance and timely care.
- Trained Case Manager applicants on Axxess workflows and documentation procedures to enhance team proficiency.
- Trained Case Manager applicants on Axxess workflows and documentation procedures.
- Managed email communication and follow-up calls with healthcare staff.
- OMNI Therapy, Inc. (Contractual) — Remote
Chat Support Representative
Startek Philippines
02.2021 - 08.2026
- Resolved customer inquiries and provided technical support through live chat, enhancing customer satisfaction.
- Routed chat cases to the appropriate departments.
- Routed chat cases to the appropriate departments when needed.
- Managed multiple chat sessions while delivering excellent customer service, contributing to positive customer experiences.
- Startek Philippines — Angeles City
Customer Service Representative
Startek Philippines
08.2019 - 02.2021
- Managed 20–40 customer calls daily, addressing inquiries, resolving concerns, and delivering technical support to enhance customer experience.
- Investigated and resolved customer complaints promptly while maintaining a high level of customer satisfaction.
- Routed calls to the appropriate departments.
- Coordinated monitoring of team schedules, breaks, lunches, and AUX statuses to maintain operational efficiency.
- Monitored Line Adherence Time (LAT) and agent schedule adherence.
- Startek Philippines — Angeles City
Education
Bachelor of Science in Secondary Education - Mathematics
Holy Angel University
Angeles City01-2013
High School - undefined
Holy Angel University
Angeles City01-2011
Elementary Education - undefined
Mabiga Elementary School
Mabalacat City01-2007
Skills
Quality assurance
Healthcare documentation
Patient chart review
Visit notes upload
Documentation compliance
Customer service
Technical support
Live chat support
Workforce schedule management
Visit scheduling and plotting
HIPAA compliance
Healthcare scheduling systems
Visit frequency tracking
Service level monitoring
Workforce coverage coordination
Timeline
Quality Assurance Analyst / Notes Upload Specialist
OMNI Therapy, Inc.
05.2022 - Current
Chat Support Representative
Startek Philippines
02.2021 - 08.2026
Customer Service Representative
Startek Philippines
08.2019 - 02.2021
Elementary Education - undefined
Mabiga Elementary School
High School - undefined
Holy Angel University
Bachelor of Science in Secondary Education - Mathematics
Holy Angel University