RIA MARGARITA R. ROQUE
Limay,Philippines
Summary
Dedicated healthcare professional with a commitment to patient confidentiality and compliance. Facilitated effective communication among patients, providers, and staff, fostering a collaborative environment. Demonstrated strong organizational skills and adaptability in fast-paced settings, enhancing workflow efficiency and customer service outcomes.
With a solid foundation in customer service and communication, I excel in building relationships and understanding client needs. Adaptable and quick to learn, I bring enthusiasm and a proactive approach to problem-solving. My focus on teamwork and effective collaboration ensures seamless interactions and positive outcomes.
Overview
5
5
years of professional experience
Work History
On Call Pharmacist
Somo Pharmacy
08.2021 - Current
- Educated patients on proper dosage, administration and side effects of prescribed medication.
- Monitored patients' drug therapies, ensuring safety by identifying interactions, allergies, and other concerns.
- Provided patient counselling regarding OTC medications.
- Counseled customers on over-the-counter medication options, providing tailored recommendations for effective self-care.
- Maintained proper storage and security conditions for all drugs.
- Managed inventory movements, stock control and replenishment.
- Enforced adherence to government and organisational rules and regulations.
- Educated new employees on company policies and procedures, facilitating smoother onboarding and compliance.
Process Associate
Genpact Philippines
Balanga
05.2024 - 02.2026
- Process and manage medical records releasing using EMR system.
- Maintained compliance with HIPAA regulations to safeguard patient privacy.
- Maintained patient confidentiality by adhering to HIPAA guidelines during all interactions.
- Exercised high level of control over confidential medical information.
- Retrieved, copied and sent out medical record documentation via mail or fax by HIPAA laws and regulations.
- Identified issues and implemented solutions to eliminate backlog and enhance workflow efficiency.
- Facilitated communication between patients, providers, and other staff members as needed.
- Received and prioritized calls, faxes and patient requests, routing information promptly to relevant recipients.
- Handles inbound and outbound calls from patients, providers, law firm, insurance and retrieval companies.
- Answered incoming phone calls and provided assistance to callers with questions or concerns.
- Documented all call information according to standard operating policies and procedures.
- Managed complaints with calm, clear communication and problem-solving.
- Managed customer concerns with effective communication, escalating complex issues to supervisor for resolution.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Delivered exceptional customer service to bolster strong relationships and build positive experiences.
- Delivered fast and friendly service to handle questions and service complaints.
- Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere.
- Built and maintained strong team relationships, fostering positive work environment.
- Actively listened to customers to fully understand requests and address concerns.
- Performed manual labor tasks to detailed instructions from supervisors.
- Retrieved, copied and sent out medical record documentation via mail or fax by HIPAA laws and regulations.
- Maintained confidentiality of patient information in compliance with HIPAA guidelines and hospital policies.
- Handles inbound and outbound calls from patients, providers, law firm, insurance and retrieval companies.
Education
Bachelor of Science - Pharmacy
Philippine Women's University
Manila03-2000
Skills
- Compliance management
- HIPAA compliance
- Medical terminology
- Healthcare systems navigation
- Patient confidentiality
- Healthcare industry
- Systems navigation
- Customer service
- Customer relationship management
- Interactive communication
- Computer skills
- Goal oriented
- Teamwork and collaboration
- Strong interpersonal skills
- Communication skills
- Interactive communication skills
- Empathy and patience
- Relationship management
Timeline
Process Associate
Genpact Philippines
05.2024 - 02.2026
On Call Pharmacist
Somo Pharmacy
08.2021 - Current
Bachelor of Science - Pharmacy
Philippine Women's University