Open To Work
REINA FE DELAVIN
CSR
Silang,CAV
Work Preference
Summary
Personable and organized professional with a strong aptitude for clear communication and effective problem-solving. Expertise in client assessment and data management, complemented by proficiency in record-keeping and customer service. Dedicated to enhancing client experiences and streamlining intake processes to ensure efficiency and satisfaction. Proven ability to foster positive relationships while maintaining meticulous attention to detail.
Overview
5
5
years of professional experience
Work History
CSR - Intake/Billing (US Healthcare)
DME Service Solutions
03.2024 - Current
- Patient Registration. Collection and record creation of patient demographic information.
- Insurance Verification. Confirming the patient's eligibility, coverage, and any pre-authorization requirements for medical services.
- Insurance Billing. Resolve insurance-related billing issues and discrepancies.
- Durable Medical Equipment (DME). Processing orthopedic DMEs from order creation to billing. This ranges from wheelchairs, crutches, cold compression units, knee brace, hip brace, bone growth therapy, etc.
- Experience with all types of Insurance Plans such as HMO, PPO, EPO, IPA, Federal, Medicaid, Medicare, Medicare Advantage/Supplemental, Worker's Compensation, and Auto/Lien.
Process Trainer
TTEC (formerly known as Teletech)
10.2021 - 03.2024
- Trained new hires so they can be equipped and ready to take calls, assists members by doing excellent customer service.
- Process admin tasks for the wave such as payout assistance, attendance tracking, corrective actions if needed and coaching/feedback.
- Quality analysis of the calls per agent and it's scores
Lead Associate (SME)
TTEC (formerly known as Teletech)
04.2023
- Escalations. Handles supervisor calls, agent inquiries and/or assistance on how to better assist the customers within the call.
- Administrative. Providing feedback and callouts for highlighted interactions that needed corrective action.
- Back office. Assist with claim adjustments, denial, referrals and authorization. Admin tasks such as assistance with claim adjustment, coordination of benefits, benefit verification, etc
- Email/Chat Support. Assist agents inquiry process wise and provide tips on advocating better customer service per situation.
Customer Advocate (US Healthcare Voice/Chat)
TTEC (formerly known as Teletech)
10.2021 - 10.2023
- Customer Service. Handled inbound and outbound calls following guidelines in place.
- Critical Thinking. Assisted customers with insurance concerns such as, refunds, claims, benefits, appeals, technical support, etc.
- Multi-tasking. Creation of call notations during call while assuring quality every call.
- Experience with Insurance Plans such as HMO, PPO, Medicare Advantage.
Customer Service Representative
Trec Pacific Corporation Ortigas, Pasig City
06.2020 - 10.2021
- Call Handling. Handled incoming calls and chats for a US and UK-based logistics company.
- Assisted customers/drivers over the phone, email, and chat in a timely manner.
Education
Bachelor of Science in Psychology (BsPsych) -
Cavite State University - Silang Campus
08.2023
Skills
- Accurate data entry
- Eligibility analysis
- Insurance Billing
- Critical thinking
- Customer service
- Compassionate communication
Quote
If there are no roads to your destination, build one.
Renitafie
Timeline
CSR - Intake/Billing (US Healthcare)
DME Service Solutions
03.2024 - Current
Lead Associate (SME)
TTEC (formerly known as Teletech)
04.2023
Process Trainer
TTEC (formerly known as Teletech)
10.2021 - 03.2024
Customer Advocate (US Healthcare Voice/Chat)
TTEC (formerly known as Teletech)
10.2021 - 10.2023
Customer Service Representative
Trec Pacific Corporation Ortigas, Pasig City
06.2020 - 10.2021
Bachelor of Science in Psychology (BsPsych) -
Cavite State University - Silang Campus
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