Hi, I’m
MICHELLE JAY LEONZANIDA-JABIEN
Executive Assistant for HealthCare Providers
Cavite
Summary
Experienced outbound caller with 8+ years in healthcare, tech support, and customer service. Skilled in managing client interactions, resolving inquiries promptly, and delivering exceptional service to meet organizational goals. Expertise in leveraging diverse industry background for top-notch customer support and positive contributions to organizational success.
Overview
10
years of professional experience
2
years of post-secondary education
Work History
Ophthalmology Oculoplastic Surgery
Executive Assistant
08.2024 - Current
Job overview
- Patient scheduler/liaison
- Submitting Prior Authorization
- Sending surgery packets and consent forms via email and FormDr.
- Sorting emails, follow up needed and coordinating with surgery center staff
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided compassionate assistance to patients experiencing difficulties in navigating the scheduling process.
- Used Athena and i Queue to schedule patients.
- Collaborated with healthcare providers to maintain efficient schedules and optimize patient outcomes.
- Coordinated surgery schedules with surgical teams to ensure optimal timing and resource allocation.
- Reduced no-show rates by implementing reminder calls and text messages for upcoming appointments.
- Handled confidential patient information professionally, adhering to HIPAA regulations at all times.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Followed up with patients to reschedule missed appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
MaryLand Urgent Care
Medical Biller, Accounts Receivable
01.2025 - 04.2025
Job overview
- Facilitated clear communication between medical providers, insurance companies, and patients for smooth billing operations.
- Conducted thorough audits of patient files to ensure proper documentation and accurate invoicing.
- Reduced account receivables aging through diligent follow-up on outstanding claims and prompt resolution of denials.
- Maintained confidentiality of patient information by adhering to strict HIPAA regulations throughout the billing process.
- Developed comprehensive reports for management detailing trends in revenue generation, collection efforts, and outstanding balances.
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Audited and corrected billing and posting documents for accuracy.
Cognizant Technology Solutions Inc.
Senior Process Executive
01.2023 - 06.2024
Job overview
- Company Overview: Wellmark
- Receiving inbound calls that come from providers requesting patients eligibility, benefits, claims status and reason of denials, sending explanation of benefits via email.
- Verifying current procedural terminology (cpt) and healthcare common procedure coding system (hcpcs) if it requires prior authorization.
- Accessing different portals like cvs Caremark, novologix, or evicore typically involves verifying whether a particular service or treatment is approved by the insurance provider or healthcare management organization.
- Transferring misrouted calls to the right department like helpdesk, pre-cert or cvs caremark and novologix.
- Evaluation of claims, as a claim reviewer I carefully assess each claim submitted by providers. analyzing documentation, medical records, invoices, and other relevant information to verify the accuracy and validity of the claim.
- To ensure that claims comply with the terms and conditions outlined in the insurance policy, healthcare plan, or other contractual agreements
- Wellmark
HarteHanks
Technical Phone, Email and Chat Support
11.2022 - 04.2024
Job overview
- Company Overview: Booking.com, NBA, Bally Sports and Bleacher Report
- HANDLE INCOMING CALLS FROM CUSTOMERS SEEKING TECHNICAL ASSISTANCE.
- RESPOND TO CHAT MESSAGES PROMPTLY AND EFFICIENTLY, PROVIDING REAL TIME ASSISTANCE.
- ADDRESS TECHNICAL QUERIES AND ISSUES VIA EMAIL, ENSURING TIMELY AND THOROUGH RESPONSES.
- ESCALATE COMPLEX TECHNICAL ISSUES TO HIGHER-LEVEL SUPPORT TEAMS OR DEVELOPERS WHEN NECESSARY.
- AIM TO RESOLVE CUSTOMER ISSUES DURING THE FIRST CONTACT WHENEVER POSSIBLE.
- FOLLOW UP WITH CUSTOMERS TO ENSURE THEIR TECHNICAL ISSUES HAVE BEEN RESOLVED SATISFACTORILY.
- ADHERE TO DATA PROTECTION REGULATIONS WHEN HANDLING SENSITIVE CUSTOMER INFORMATION.
- Booking.com, NBA, Bally Sports and Bleacher Report
Peak Support LLC
Dedicated Manager
08.2023 - 03.2024
Job overview
- Company Overview: Agero Roadside Assistance
- AS A DEDICATED MANAGER SUPPORTING AUTO INSURANCE, MY ROLE INVOLVES ENSURING EFFICIENT PROCESSES RELATED TO DISPATCHING VEHICLES, ENSURING TIME SENSITIVITY, AND PAYING BALANCES FOR VEHICLES STORED.
- MANAGE THE LOGISTICS OF DISPATCHING VEHICLES TO REPAIR SHOPS, TOWING SERVICES, OR OTHER LOCATIONS AS REQUIRED BY INSURANCE CLAIMS.
- ENSURE PROMPT RESPONSE TO DISPATCH REQUESTS, PRIORITIZING URGENT SITUATIONS SUCH AS ACCIDENT SCENES OR BREAKDOWNS.
- MAINTAIN CLEAR COMMUNICATION WITH FIELD AGENTS, TOWING COMPANIES, AND REPAIR FACILITIES TO FACILITATE SMOOTH VEHICLE MOVEMENT.
- CONFIRM THE VALIDITY OF STORAGE CHARGES AND BALANCES INCURRED FOR VEHICLES HELD IN STORAGE UNITS.
- OBTAIN NECESSARY APPROVALS OR DOCUMENTATION REQUIRED TO RELEASE VEHICLES FROM STORAGE, ENSURING ALL OUTSTANDING BALANCES ARE SETTLED PROMPTLY.
- NEGOTIATE FEES OR TERMS WITH STORAGE UNIT OPERATORS WHEN APPROPRIATE TO RESOLVE OUTSTANDING PAYMENTS EFFICIENTLY.
- WORK CLOSELY WITH CLAIMS ADJUSTERS, AND OTHER INTERNAL TEAMS TO ENSURE COORDINATED EFFORTS IN RESOLVING INSURANCE CLAIMS AND VEHICLE DISPATCHING.
- Agero Roadside Assistance
Optum Global Solutions Inc.
Practice Performance Advisor
07.2015 - 01.2023
Job overview
- Doing outbound calls to small offices to provide program overview,get their participation, obtain their email address and enroll them in direct deposit.
- Monitoring and tracking the performance of offices and providers regarding their interaction and utilization of the health insurance programs and portals.
- Compiling detailed reports on performance metrics, analyzing trends, and providing insights to improve overall program effectiveness.
Qwest BPO
Associate Relation Specialist
07.2022 - 12.2022
Job overview
- Company Overview: Panda Express
- Associate Relation/HR: calling associates to conduct an interview in regards to the concern that was reported to Panda. Will collate important data based on the questionnaire and need to create summary and findings, after that it needs to be forwarded to the HR Manager who requested to complete the task.
- Logging data in PANDA Sharepoint - need to fill out the forms and submit reports.
- Reviewing CCTV within the store depending on what needs to be investigated.
- Panda Express
PSG Global Solutions
Senior Recruiter
10.2021 - 04.2022
Job overview
- AS A RECRUITER SPECIALIST UTILIZING TOOLS LIKE DAXTRA, INDEED, AND THE CLIENT'S RECRUITMENT HUB, YOUR PROCESS FOR SOURCING, SCREENING, AND MANAGING CANDIDATES.
- IDENTIFY CANDIDATES WHO MEET THE SPECIFIC QUALIFICATIONS AND SKILLS OUTLINED FOR THE JOB BASED ON THE JOB DESCRIPTION.
- PRIORITIZE CANDIDATES BASED ON HOW RECENT THEIR EXPERIENCE IS, HOW CLOSELY THEIR SKILLS MATCH THE JOB REQUIREMENTS, AND THEIR PROXIMITY TO THE JOB LOCATION.
- PREPARE AND MAINTAIN PROFILES FOR QUALIFIED CANDIDATES, INCLUDING THEIR RESUMES, INTERVIEW NOTES, AND ANY ADDITIONAL RELEVANT INFORMATION.
- SEND DETAILED JOB DESCRIPTIONS AND INTERVIEW DETAILS TO CANDIDATES VIA EMAIL.
- SCHEDULE AND SEND REMINDERS TO CANDIDATES ABOUT UPCOMING INTERVIEWS VIA TEXT MESSAGES, ENSURING THEY ARE PREPARED AND ON TIME.
- COORDINATE INTERVIEW SCHEDULES BETWEEN CANDIDATES AND HIRING MANAGERS.
Education
DE OCAMPO COLLEGE MEMORIAL
Associate Degree from Hotel and Restaurant Management
01.2004 - 01.2006
Skills
Customer Service
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Medical Biller, Accounts Receivable
MaryLand Urgent Care
01.2025 - 04.2025
Executive Assistant
Ophthalmology Oculoplastic Surgery
08.2024 - Current
Dedicated Manager
Peak Support LLC
08.2023 - 03.2024
Senior Process Executive
Cognizant Technology Solutions Inc.
01.2023 - 06.2024
Technical Phone, Email and Chat Support
HarteHanks
11.2022 - 04.2024
Associate Relation Specialist
Qwest BPO
07.2022 - 12.2022
Senior Recruiter
PSG Global Solutions
10.2021 - 04.2022
Practice Performance Advisor
Optum Global Solutions Inc.
07.2015 - 01.2023
DE OCAMPO COLLEGE MEMORIAL
Associate Degree from Hotel and Restaurant Management
01.2004 - 01.2006
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