Mark Anthony Bonifacio
Team Lead
Taguig,Manila
Summary
Dedicated healthcare professional with over 3 years of extensive experience in healthcare customer support, specializing in patient services, HIPAA compliance, and team management. Proven expertise in enhancing service quality and training staff in a healthcare account. Adept at handling sensitive medical information and resolving patient inquiries. Seeking to leverage my background as a Healthcare Virtual Assistant at HelloRache.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Team Lead
Everise C3
Taguig
01.2024 - 11.2024
- Assisted in recruitment to build team of top performers.
- Led a high-performing team consisting of 24 agents, ensuring exceptional patient care and adherence to industry regulations.
- Oversaw daily operations, monitored performance, and provided coaching to maintain superior service standards.
Subject Matter Expert
C3 Everise
Taguig
01.2023 - 12.2023
- Conducted in-depth training programs on healthcare protocols, patient communication, and data privacy (HIPAA compliance).
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering culture of continuous learning and improvement.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
Customer Service Representative
C3 Everise
Taguig
11.2021 - 12.2022
- Delivered exceptional patient care by assisting with inquiries related to refilling prescriptions, requesting fax requests, billing, and healthcare services.
- Assisted patients with copay questions, explanation of benefits, and resolving concerns with healthcare providers.
- Ensured patient data confidentiality by strictly adhering to HIPAA guidelines during all interactions.
Customer Service Representative
Hexaware Technologies
Taguig
03.2021 - 11.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Technical Sales Representative
Iopex Technologies
Taguig
02.2019 - 01.2021
- Provided exceptional customer service, addressing technical inquiries and resolving issues promptly.
Loan Originator
ARB Call Facilities
Taguig
02.2017 - 05.2018
- Worked closely with processors and underwriters to expedite the approval of loans while maintaining high-quality standards.
- Interviewed applicants to assess loan requirements before suggesting offers.
Education
Associate of Applied Science - Certificate in Computer Science
Pateros Technological College
Pateros, Metro Manila, Philippines 01.2016 - 12.2016
Skills
Operations Management
Timeline
Team Lead
Everise C3
01.2024 - 11.2024
Subject Matter Expert
C3 Everise
01.2023 - 12.2023
Customer Service Representative
C3 Everise
11.2021 - 12.2022
Customer Service Representative
Hexaware Technologies
03.2021 - 11.2021
Technical Sales Representative
Iopex Technologies
02.2019 - 01.2021
Loan Originator
ARB Call Facilities
02.2017 - 05.2018
Associate of Applied Science - Certificate in Computer Science
Pateros Technological College
01.2016 - 12.2016
Similar Profiles
LAMARCUS CARMONLAMARCUS CARMON
Senior Customer Service Representative at Everise C3 (Remote)Senior Customer Service Representative at Everise C3 (Remote)
Ralph RomanRalph Roman
Customer Service Representative at Everise / C3Customer Service Representative at Everise / C3
Jeremy CarricoJeremy Carrico
Senior Operational Trainer at C3/CustomerContactChannels (Now Everise)Senior Operational Trainer at C3/CustomerContactChannels (Now Everise)