MON ROBERT OTERO
BACOLOD,PHILIPPINES
Summary
Dedicated Patient Care Representative professional skilled in managing high-volume inquiries and delivering tailored solutions. Facilitates seamless appointment scheduling and documentation processes, contributing to operational efficiency. Cultivates positive patient interactions, reinforcing service excellence and loyalty.
Overview
1
1
Certification
7
7
years of professional experience
Work History
PATIENT CARE REPRESENTATIVE
Veriheal, Inc. (Veri MedTech)
Denver, United States of America
03.2022 - 08.2026
- Answered high-volume inbound calls, identified patient needs, and provided tailored information or assistance
- Scheduled patient appointments in the CRM system to ensure efficient time management for healthcare providers, reschedule, and cancel patient appointments in CRM system, minimizing conflicts and optimizing provider time
- Handle patient check-in and check-out processes, ensuring all required forms and signatures are completed
- Collect and update patient demographics, contact details, and medical information while maintaining strict confidentiality
- Document all patient interactions clearly and accurately within the electronic health record or CRM system
- Resolve patient concerns and service issues professionally, escalating complex cases to appropriate clinical staff
- Educated patients on practice policies and procedures to improve their understanding and engagement with services. on practice policies, procedures, and services, enhancing understanding and adherence
- Coordinate referrals, prior authorizations, and medical record requests in collaboration with clinical and administrative staff
- Adept at conducting consultations by setting up appointments with licensed medical marijuana doctors across different states, verifying legal medical documentation, and providing accurate education on product types, dosages, and administration methods.
New Accounts and Service Representative
Bank of the Philippine Islands
Bacolod, Philippines
06.2019 - 03.2022
- Open new consumer and business accounts, ensuring accurate documentation, identification, and regulatory compliance
- Cross-sold banking products tailored to customer needs and financial profiles, enhancing customer satisfaction and loyalty
- Resolved account issues and researched transaction discrepancies, ensuring timely follow-up and maintaining customer trust
- Responded to inbound calls and in-person inquiries, delivering professional customer service to enhance overall customer experience
- Maintain detailed records of customer interactions and transactions in CRM and banking platforms
Education
Bachelor of Science - Management Accounting
University of St. La Salle
Bacolod01-2016
Skills
- Electronic Health Records
- HIPAA Compliance
- Data privacy protocols
- Health regulations
- Patient Documentation
- Telehealth Platforms
- Appointment Coordination
- Patient Appointment Scheduling
- Referral Coordination
- Call Handling
- Client management
- Patient Interaction
- Conflict Resolution
- Active Listening
- Teamwork
- Empathy
Certification
- HIPAA Compliance Training Completed - TeachMeHIPAA (August 2026 valid until August 2027)
- HIPAA Certified - TeachMEeHIPAA (2025-2026)
- Certified HIPAA Professional - Van Rein Compliance (2022-2025)
Links
- Linkedin - https://www.linkedin.com/in/mon-robert-otero
- Facebook - https://facebook.com/monrobert.otero
References
- Grant Guthrie
- Human Resources Director - Veriheal – Denver, Colorado
- grant@veriheal.com
- Relationship: Former HR Director
- Andrea "A.J" Taylor
- Director of Sales - Veriheal - Denver, Colorado
- AJ@veriheal.com
- Relationship: Former Direct Sales Supervisor
Timeline
PATIENT CARE REPRESENTATIVE
Veriheal, Inc. (Veri MedTech)
03.2022 - 08.2026
New Accounts and Service Representative
Bank of the Philippine Islands
06.2019 - 03.2022
Bachelor of Science - Management Accounting
University of St. La Salle