Namreg Otto
Team Lead | Certified Medical Biller
Trece Martires City
Summary
As a Supervisor at R1 RCM Philippines, Inc., I oversee and manage the daily operations of a team within the revenue cycle management process. My role involves ensuring that my team's performance aligns with both company goals and client expectations. I provide guidance and support to team members, focusing on their training and development, and monitor key performance indicators (KPIs) to drive improvements. Additionally, I handle escalated issues and ensure compliance with industry standards and regulations. I also collaborate with other departments to optimize workflow and enhance overall service delivery.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Team Lead
R1 RCM Philippines, Inc.
6 2022 - Current
- Maintained accurate employee performance records, attendance, leave requests, and disciplinary actions.
- Resolved patient complaints promptly, while ensuring patient satisfaction.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Manage daily operations, set team goals, and monitor performance metrics to maintain productivity and efficiency.
- Collaborate with cross-functional departments to streamline processes, improve workflow, and enhance overall performance.
- Ensure compliance with company policies and procedures, maintaining strict adherence to quality and industry standards.
Customer Care Rep I
Carelon (formerly Legato Health Technologies)
02.2021 - 03.2022
- Resolved provider complaints promptly and professionally.
- Managed approximately 30 to 40 calls with exceptional professionalism and efficiency.
- Maintained a detailed record of all provider interactions, transactions, comments, and complaints. Effectively communicated with cross-functional teams to ensure seamless problem resolution.
- Maintained detailed and accurate records of provider interactions using CRM systems.
- Achieved and exceeded daily performance metrics, including customer satisfaction, call resolution time, and quality assurance standards.
- Navigated multiple computer systems and applications to find information.
Technical Support Agent
Harte-Hanks
07.2013 - 11.2013
- Assessed customer inquiries to determine the best course of action for resolution.
- Created detailed documentation of customer interactions and troubleshooting steps taken.
- Walked individuals through basic troubleshooting tasks.
- Analyzed system logs and identified potential software or hardware issues.
- Resolved network connectivity issues by resetting the Android device.
- Managed multiple customer requests simultaneously while maintaining a high level of customer service.
Customer Service Attendant
Timezone
02.2010 - 07.2010
- Greeted customers and provided friendly customer service. Resolved customer complaints in an efficient and timely manner.
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Assisted with stocking shelves, setting up displays, inventory control, merchandising, and cleaning the store area.
- Conducted regular machine testing and reported any malfunction or defect.
Dining, Smart (OIC), Counter, Drive Thru Crew
Jollibee
09.2008 - 02.2009
- Performed cashier duties, such as taking orders, collecting payments, and providing change.
- Greeted customers upon arrival and answered questions regarding menu items.
- Provided excellent customer service by anticipating needs, responding promptly to requests, and following up to ensure satisfaction.
- Completed opening and closing tasks, cleaning surfaces, and restocking supplies.
- Booked and prepared parties when needed and ensured the safekeeping of all contracts.
Customer Service Representative
Philippine Interactive Audiotext Services, Inc. (PIASI)
4 2009 - 7 2009
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Assisted customers with visa inquiries and provided a list of requirements for their application.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
Bachelor of Science in Computer Science -
06.2008 - 09.2008
High School Diploma -
06.2003 - 05.2007
Skills
Computer literate (Excel, Word, Outlook, PowerPoint)
References
- Eisenhower Dantes, Friend, Owner - 21 and Me Pharmaceutical, 0906 137 7779
- Patricia Loraine Jaime, Friend, Owner - Swirls & Ties, 0975 377 6045
- Janice Otto, Sister, Fraud Specialist IV - JP Morgan & Chase, BGC, 0927 056 3311
Timeline
Customer Care Rep I - Carelon (formerly Legato Health Technologies)
02.2021 - 03.2022
Technical Support Agent - Harte-Hanks
07.2013 - 11.2013
Customer Service Attendant - Timezone
02.2010 - 07.2010
Dining, Smart (OIC), Counter, Drive Thru Crew - Jollibee
09.2008 - 02.2009
The Fisher Valley College (Annex) - Bachelor of Science in Computer Science,
06.2008 - 09.2008
Fort Bonifacio High School - High School Diploma,
06.2003 - 05.2007
Team Lead - R1 RCM Philippines, Inc.
6 2022 - Current
Customer Service Representative - Philippine Interactive Audiotext Services, Inc. (PIASI)
4 2009 - 7 2009
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