Siane Joy Galvez
Hinoba-an,Negros Occidental
Summary
A professional Nurse with a vast experience in Medical Insurance and customer support. Handling inbound and outbound calls for US based accounts doing pre certification for medical and behavioral health.
Overview
9
9
years of professional experience
Work History
Candidate Support Specialist
Vivian Health
02.2022 - Current
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Assistant Manager
EXL SERVICES
01.2020 - 07.2021
- Company Overview: Philippine Office : EXL Service Philippines
- Handle both inbound and outbound calls to all parts of the US
- Improved company call handling time
- Conduct Team meetings and ensure the quality of calls being given by team members
- Provide members list of doctors and hospitals within their community
- Connect members to mental health counselors for in the moment support
- Give resources to members( legal, financial, child and adult care and etc.)
- Provide pre-certification for their provider's visit, procedures, and admissions
- Create cases and forward it to clinical team for review
- Philippine Office : EXL Service Philippines
Inbound Queue Associate
EXL SERVICES
01.2016 - 12.2019
- Company Overview: Philippine Office : EXL Service Philippines
- Provide high-quality patient care
- Assist with the continuous development of staff
- Identify hazards in the workplace and provide solutions
- Treat emergency injuries
- Develop programs to maintain health and safety
- Identify work-related risks
- Document all injuries and illnesses
- Philippine Office : EXL Service Philippines
STAFF NURSE
Corazon Locsin Montelibano Memorial Regional Hospital
06.2018 - 01.2019
- Collaborated with interdisciplinary team members for comprehensive patient assessments and treatment plans.
- Assisted physicians with diagnostic procedures, ensuring accurate results for optimal treatment planning.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
Education
Bachelor of Science - Nursing
Post Graduate Studies -
Northern Sydney Institute
12.2012
Certificate III - Health Services Assistance (Nursing Work in Acute Care)
Riverside College
03.2006
Skills
- Cold and Warm Calling
- Chat Support
- Multi Tasking
- Call Handling
- Team Meetings
- Quality Assurance
- Pre-certification
- Case Creation
- Patient Care
- Staff Development
- Remote Support
- Support Services
- Customer Relationship Management
Timeline
Candidate Support Specialist
Vivian Health
02.2022 - Current
Assistant Manager
EXL SERVICES
01.2020 - 07.2021
STAFF NURSE
Corazon Locsin Montelibano Memorial Regional Hospital
06.2018 - 01.2019
Inbound Queue Associate
EXL SERVICES
01.2016 - 12.2019
Post Graduate Studies -
Northern Sydney Institute
Certificate III - Health Services Assistance (Nursing Work in Acute Care)
Riverside College
Bachelor of Science - Nursing
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