NONABEL VECINO
Quest Health Solutions
Bacolod City
9
years of professional experience
PROFESSIONAL SUMMARY
Results-driven Quality Assurance Specialist and Healthcare Customer Service professional with 3 years of QA experience and 8+ years of customer service experience in healthcare, sales, retention, and technical support. Skilled in call and process auditing, documentation review, quality evaluation, compliance monitoring, QA reporting, and agent coaching. Experienced in identifying performance gaps, improving processes, and maintaining accurate HIPAA-compliant records. Strong communicator focused on quality, customer satisfaction, and continuous improvement.
Work History
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
3 Years 3 Months- Handled inbound and outbound calls to medical offices to request and follow up on progress notes every six months, ensuring timely documentation for insurance coverage of patient supplies such as Freestyle Libre and Dexcom G7.
- Coordinated with healthcare providers to obtain required medical documentation.
- Verified insurance requirements and ensured complete and accurate documentation.
- Maintained accurate patient records and ensured HIPAA compliance.
- Provided excellent customer service to patients, providers, and insurance representatives.
- 3 Years
QUALITY ASSURANCE SPECIALIST
3 Years 3 Months- Audited calls and processes for quality and compliance.
- Monitored customer interactions to ensure adherence to company standards and healthcare requirements.
- Evaluated calls and documentation for accuracy, quality, professionalism, and completeness.
- Reviewed documents for inconsistencies, and opportunities for improvement.
- Provided constructive feedback and coaching to improve agent performance and customer experience.
- Identified recurring trends and process gaps and recommended practical process improvements.
- Monitored QA scores to accurately track quality and performance reports.
- Ensured adherence to company policies, quality standards, and healthcare standards.
- 3 Years
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
3 Years- Client: Comcast/Xfinity
- Assisted customers with internet, cable TV, home phone, mobile, and home security services.
- Handled billing inquiries, technical issues, and account concerns.
- Worked in Sales and Retention to reduce churn by identifying customer needs and providing suitable solutions.
- Consistently met and exceeded productivity, quality, and customer satisfaction goals.
- Delivered exceptional customer experiences and built long-term customer relationships.
- 3 Years
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
2 Years 8 Months- Client: TracFone Wireless
- Provided technical support for wireless devices and mobile services.
- Troubleshot and resolved technical issues over the phone.
- Guided customers through troubleshooting steps and service activation.
- Documented customer interactions accurately and efficiently.
- Maintained high customer satisfaction through effective issue resolution.
- 3 Years
Education
Bachelor of Science - Tourism Management
Contact Center Training
Skills
Quality Assurance & Call Monitoring
Call & Process Auditing
Quality Scorecard Evaluation
Documentation Review
QA Reporting
Agent Coaching & Feedback
Compliance Monitoring
Process Improvement
Root Cause Analysis
Healthcare Customer Support
Patient & Provider Communication
Insurance Documentation
HIPAA Compliance
Customer Service
Sales & Retention
Technical Support
Microsoft Office Suite | Google Workspace | Microsoft Teams | Slack | CRM Systems | Brightree | Email Management | Data Entry | Internet Research
Quality assurance
Process improvement
Decision making
Timeline
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Quest Health Solutions
07.2023 - CurrentRead More
QUALITY ASSURANCE SPECIALIST
MedStar Philippines -
04.2020 - 07.2023Read More
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Transcom Bacolod
01.2020 - 01.2023Read More
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Panasial Solutions
05.2017 - 01.2020Read More
West Negros University
Bachelor of Science from Tourism Management
Read More
Contact Center Training
Read More