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)
Expertise in US healthcare system
Certified Medical Biller
Availity, Athena, and NextGen
Charge Entry
Revenue Cycle Management
Operations Management
Performance monitoring
Coaching and Mentoring
Trend tracking
Influencing skills
People Management
Customer Service
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