Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tricia Olivar

Customer Service Advocate | Healthcare Accounts
Taguig, Metro Manila

Summary

Healthcare Customer Service professional and Trainer Intern with experience in member support, onboarding, and coaching. Skilled in facilitating training sessions, refresher sessions, and one-on-one coaching, while consistently exceeding performance metrics. Strong communicator with a background in ESL tutoring, bringing empathy, professionalism, and leadership to support healthcare operations and learning initiatives.

Overview

2
2
years of professional experience

Work History

Trainer Intern

Optum, UnitedHealth Group
10.2023 - Current
  • Facilitated end-to-end training classes for new hires, delivering lessons, managing classroom engagement, and ensuring knowledge transfer of account-specific processes and tools.
  • Conducted refresher sessions, live call monitoring, and one-on-one coaching for both new hires and tenured employees to strengthen performance, compliance, and confidence.
  • Designed and developed learning materials, refresher modules, and monthly assessments to reinforce knowledge and track progress for both new hires and tenured advocates.
  • Partnered with trainers to monitor learner performance, identify knowledge gaps, and deliver targeted coaching that contributed to a faster ramp-up time and improved team accuracy.
  • Created process documentation and job aids to support knowledge retention and standardization across the team.
  • Enhanced leadership, communication, and facilitation skills through hands-on involvement in training delivery and feedback sessions.

Customer Service Representative

Optum, UnitedHealth Group
10.2023 - Current
  • Delivered empathetic support to healthcare members by resolving benefit, claim, billing and coverage inquiries, contributing to improved loyalty and member satisfaction.
  • Managed high-stress situations with professionalism, including escalations involving sensitive healthcare information, while maintaining compliance with HIPAA and company policies.
  • Handled both inbound and outbound calls: assisted members with benefit and claims inquiries, scheduled call-backs, and coordinated with providers to arrange appointments, request referrals, and process prior authorizations.
  • Enhanced member experience by providing accurate, timely information on plan details, eligibility, and coverage, ensuring clarity and trust.
  • Handled escalated calls efficiently, balancing member needs with company guidelines to achieve fair and satisfactory resolutions.
  • Maintained detailed and confidential documentation of member interactions to ensure proper follow-up, compliance, and continuity of care.
  • Applied strong healthcare product and process knowledge to assist members in navigating their plans and making informed decisions.
  • Built rapport and trust with members through active listening and personalized solutions, resulting in higher satisfaction scores and positive feedback.
  • Consistently exceeded performance scorecard metrics (QA, CSAT, AHT, and FCR).

Online ESL Tutor

RareJob
04.2023 - 09.2023
  • Delivered one-on-one English lessons to Japanese students using company-provided materials, ensuring lessons were engaging and aligned with learners’ levels.
  • Adapted teaching approach to meet the unique learning pace and communication style of each student.
  • Provided clear explanations, examples, and feedback to help learners improve speaking, reading, and comprehension skills.
  • Encouraged student confidence through active listening, patience, and positive reinforcement.
  • Strengthened cross-cultural communication abilities, preparing for diverse customer and professional interactions.

Education

Bachelor of Science -

Technological Institute of The Philippines
Manila, Metro Manila, Philippines

HSL - Braille College, Inc.
Taguig, Metro Manila, Philippines
03-2020

Skills

  • Training & Facilitation
  • Curriculum Implementation
  • Coaching & Mentoring
  • Performance Monitoring
  • Assessment & Evaluation
  • Communication Skills
  • Leadership Development
  • Documentation & Reporting
  • Problem-Solving
  • Cross-Functional Collaboration
  • Motivational skills

Timeline

Trainer Intern

Optum, UnitedHealth Group
10.2023 - Current

Customer Service Representative

Optum, UnitedHealth Group
10.2023 - Current

Online ESL Tutor

RareJob
04.2023 - 09.2023

Bachelor of Science -

Technological Institute of The Philippines

HSL - Braille College, Inc.

Similar Profiles

CREATE PROFILE
Tricia OlivarCustomer Service Advocate | Healthcare Accounts