Mary Raga Genoguin
Medical Virtual Assistant
Bacoor City
Summary
Detail-oriented and customer-focused professional with hands-on experience in the healthcare BPO industry, specializing in benefits verification, claims processing, and patient support. Proficient in using CRM tools such as Salesforce, Microsoft Office, Google Workspace, and with basic knowledge of EHR/EMR systems. Although new to the virtual assistant field, I bring strong communication skills, a commitment to confidentiality, and a genuine eagerness to learn and grow as a Medical Virtual Assistant. Dedicated to providing accurate, efficient, and compassionate support to both patients and healthcare providers in a remote setting.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Viewer Experience Advocate
Teleperformance, Inc.
07.2023 - Current
- Handling 2 LOB (Streaming accounts) troubleshooting issues, signing up for subscription, cancellation, refund, credit, granting of products and status subscription check.
- Provided high-quality customer support by addressing viewer inquiries and resolving technical issues through effective communication and problem-solving skills.
- Educated viewers on product features and usage tips, maximizing their enjoyment of the content offered by the platform.
Internship
B.O.S.S Amazing Grace Rehabilitation Center
04.2025 - 05.2025
- Facilitate various therapeutic activities, including psychoeducation, life-sharing sessions, and reflection exercises.
- Prepare progress notes and psychological reports for clients.
Documenting a client’s behavior, response to interventions, and overall progress is essential for treatment planning.
- Administer standardized psychological assessments.
These tools help evaluate a client’s cognitive, emotional, and behavioral functioning.
- Conduct assessments, as well as motivational and emotional interviews with clients.
Internship
Ace Prommotion and Marketing Corporation
02.2025 - 04.2025
- Assisted in the recruitment process by posting job openings, reviewing resumes, and coordinating interviews.
- Supported employee onboarding by preparing orientation materials, assisting with new hire documentation, and encoding government benefits.
- Maintained and updated employee records while ensuring data accuracy and confidentiality.
- Helped organize employee engagement activities and provided administrative support for daily HR operations.
Customer Experience Agent
Alorica Philippines, Inc.
09.2021 - 05.2023
- Handled over-the-counter (OTC) order placement for member prescriptions using CRM tools; verified product availability and processed orders accurately.
- Managed member accounts by verifying healthcare benefits, eligibility, and membership details with a strong focus on data accuracy and privacy.
- Scheduled COVID-19 testing and vaccination appointments in the U.S., ensuring timely coordination and proper documentation.
- Processed courtesy claims related to damaged products, missing items, incorrect shipping details, and data discrepancies.
- Utilized CRM systems to track member interactions, follow up on unresolved issues, and ensure timely resolution of concerns.
- Maintained a high level of customer satisfaction by resolving inquiries with empathy, professionalism, and effective problem-solving.
- Improved first-call resolution by applying in-depth product knowledge and actively listening to customer needs.
- Responded to a high volume of incoming calls, demonstrating excellent communication and multitasking skills in a fast-paced environment.
Education
Bachelor of Science - Psychology
Cavite State University-Imus Campus
Imus City, Cavite 01.2021 - 01.2025
Skills
Healthcare Customer Service – Experienced in assisting members with benefits verification, claims processing, and over-the-counter (OTC) product orders within a healthcare BPO setting
CRM Tools & Salesforce – Proficient in using CRM platforms, including Salesforce, to manage customer interactions and retrieve real-time account information
Claims & Benefits Handling – Skilled in checking and updating customer healthcare benefits, initiating claims, and ensuring accurate documentation
Microsoft Office & Google Workspace – Proficient in Microsoft Word and Google Docs for documentation; basic to intermediate knowledge of Excel and Google Sheets; experienced with Google Calendar for scheduling appointments
EHR/EMR Navigation – Basic understanding of Electronic Health Records (EHR) and Electronic Medical Records (EMR) systems for accessing and updating patient information
Administrative Accuracy – Strong attention to detail in data encoding, record-keeping, and handling confidential healthcare data
Multitasking & Time Management – Able to manage multiple tasks efficiently in a high-volume, fast-paced environment while maintaining quality and compliance
Training
- Employers' Forum
- Customer Service Training
- Psychology First Aid
- HIPAA Training
Timeline
Internship
B.O.S.S Amazing Grace Rehabilitation Center
04.2025 - 05.2025
Internship
Ace Prommotion and Marketing Corporation
02.2025 - 04.2025
Viewer Experience Advocate
Teleperformance, Inc.
07.2023 - Current
Customer Experience Agent
Alorica Philippines, Inc.
09.2021 - 05.2023
Bachelor of Science - Psychology
Cavite State University-Imus Campus
01.2021 - 01.2025