RODEL VALDEZ
Summary
Dynamic healthcare leader with a rich tapestry of experience weaving through operations management; customer service excellence, and frontline nursing expertise. A proven navigator of teams, adept at steering through operational complexities with finesse while championing unparalleled standards of quality and client delight. Ready to bring a blend of strategic insight, hands-on leadership, and unwavering dedication to any forward-thinking organization seeking to thrive in the ever-evolving healthcare landscape.
Overview
26
26
years of professional experience
Work History
Medical Records Associate
ISTA Personnel Solutions
07.2024 - Current
- Provided service when responding to requests for copies of medical records from patients or legal representatives.
- Contributed to quality improvement initiatives within the department by reviewing existing policies and suggesting improvements where necessary.
- Responsible for filling, organizing, and retrieving patient records in electronic files.
- Facilitated entering and smooth updating medical records for insurance claims reference.
- Send insurance claims for financial approval, then submitting claim for billing once approved. Additionally, sending rework for denied insurance claims.
Customer Service Representative
Uber Philippines Centre of Excellence LLC
10.2016 - 06.2024
- Handles customer complaints, provide appropriate solutions and alternatives within the time limits; follow to ensure resolution
- Resolves customer contacts through various support modalities including outbound calls, email, chat, and tickets
- Triage and escalate urgent issues in order to drive them to resolution
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Assistant Manager
Optum Global Solutions (under UHG Global Services)
10.2015 - 01.2016
- Coordinates, supervises and is accountable for the daily, weekly, monthly activities of a team member
- Sets priorities for the team to ensure task completion and performance goals are met, such as quality, adherence, service level and AHT
- Coordinates work activities with other supervisors, managers, departments, etc
- Identifies and resolves operational problems using defined processes, expertise and judgment
- Provides coaching and feedback to team members, including formal corrective action
Assistant Manager for Operations
WNS Global Services Philippines Inc
03.2012 - 10.2015
- Supervises daily operations of the team
- Develops productive, profitable and achievement oriented working environment for team members
- Addresses operational issues and concerns in a timely manner
- Supervises team to ensure operational excellence in customer services
- Educates team on best practices, company policies and service excellence standards
- Coordinates with Operations Manager regarding various operational issues and promotional activities
Associate - Operations
WNS Global Services Philippines Inc
07.2009 - 02.2012
- Provides assistance to Assistant Manager - Operations
- Assists the nesting group during TQ
- Provides solutions and deals with escalated complaints
- Ensures a customer service focus and customer service satisfaction experience is maintained on the production floor
- Monitors, identifies and resolves behavioural or attendance issues
Customer Service Representative
Sykes Asia, Inc.
01.2008 - 01.2009
- Responsible for providing professional efficient customer support/service function for all client projects, in line with client contractual requirements via email and category management
Nurse Chat Agent
Medicall Philippines, Inc.
03.2007 - 12.2007
- Responsible for giving online service, live customized interaction with chatter/customers about general health and medical concerns
- Refer to Nurseline or to the physician if the chatter presents symptoms as well as giving information about medical concern
- Give transcript of the entire session, including referred Web pages and other types of information provided during the chat
Medical Transcriptionist
Medicall Philippines, Inc.
08.2006 - 03.2007
- Responsible for transcribing dictation by physicians and other healthcare professional regarding patient assessment, workup, therapeutic procedures, clinical course, diagnosis, prognosis, etc., in order to document patient-care and facilitate delivery of healthcare
- Understands and complies with policies and procedures related to medico-legal matters including confidentiality, amendment or medical record, release of information, patient's rights, medical records as legal evidence, informed consent, etc
- Applies knowledge of medical terminology, anatomy and physiology, English knowledge rules to the transcription and proofreading of medical dictation from originators with accents, dialects and dictation
Medical Transcriptionist
SPI Healthcare Documentations Inc
07.2002 - 02.2006
- Responsible for transcribing dictation by physicians and other healthcare professional regarding patient assessment, workup, therapeutic procedures, clinical course, diagnosis, prognosis, etc., in order to document patient-care and facilitate delivery of healthcare.
- Understands and complies with policies and procedures related to medico-legal matters including confidentiality, amendment or medical record, release of information, patient's rights, medical records as legal evidence, informed consent, etc.
Medical Transcriptionist
Outsource Transcriptions Philippines Inc
04.2000 - 01.2002
- Responsible for transcribing dictation by physicians and other healthcare professional regarding patient assessment, workup, therapeutic procedures, clinical course, diagnosis, prognosis, etc., in order to document patient-care and facilitate delivery of healthcare
- Understands and complies with policies and procedures related to medico-legal matters including confidentiality, amendment or medical record, release of information, patient's rights, medical records as legal evidence, informed consent, etc
- Applies knowledge of medical terminology, anatomy and physiology, English knowledge rules to the transcription and proofreading of medical dictation from originators with accents, dialects and dictation
Company Nurse
Premiere Development Bank (acquired by Security Bank)
03.1999 - 01.2000
- Assist in planning, developing, implementing, managing and evaluating occupational health and health promotions programs for the company
- Assist in developing objectives for occupational health services through a collaborative role with company corporate philosophy and company medical consultants
- Provide on-site emergency care to employees within the guidelines of written medical orders at client companies; manage chronic healthcare of employees within the guidelines of written medical orders, providing medications, health assessment and referral
Education
Registered Nurse -
06.1998
Bachelor of Science - Nursing
Far Eastern University
04.1998
Skills
- Strong organizational skills
- Time management skills
- Exceptional communication skills
- Interpersonal skills
- Ability to work independently
- Ability to work as part of a team
- Detail-oriented
- Ability to handle multiple tasks simultaneously
License
Registered Nurse, 06/01/98
Timeline
Medical Records Associate
ISTA Personnel Solutions
07.2024 - Current
Customer Service Representative
Uber Philippines Centre of Excellence LLC
10.2016 - 06.2024
Assistant Manager
Optum Global Solutions (under UHG Global Services)
10.2015 - 01.2016
Assistant Manager for Operations
WNS Global Services Philippines Inc
03.2012 - 10.2015
Associate - Operations
WNS Global Services Philippines Inc
07.2009 - 02.2012
Customer Service Representative
Sykes Asia, Inc.
01.2008 - 01.2009
Nurse Chat Agent
Medicall Philippines, Inc.
03.2007 - 12.2007
Medical Transcriptionist
Medicall Philippines, Inc.
08.2006 - 03.2007
Medical Transcriptionist
SPI Healthcare Documentations Inc
07.2002 - 02.2006
Medical Transcriptionist
Outsource Transcriptions Philippines Inc
04.2000 - 01.2002
Company Nurse
Premiere Development Bank (acquired by Security Bank)
03.1999 - 01.2000
Bachelor of Science - Nursing
Far Eastern University
Registered Nurse -
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