Angie U Leung

• Improved customer experience by 10% by providing informative customer services to members during call
• Decreased number of grievances, complaints, and appeal cases by resolving member's concerns
• Boosted customer satisfaction through researching claims, authorizations requests on first-call basis
• Assisted with different service types and directed calls to different house departments or helped members with linkage and referrals
• Updated member's information and processed payment as needed. Wrapped up Documentation during calls

• Manage executive calendars, schedule meetings, and appointments, and coordinate travel arrangements to optimize time.
• Established and maintained of company's website, and online store, and updated content when necessary, increasing traffic by 65%
• Confer with customers by telephone, chat, or email to provide information.
• Promote products in online communities through weblog or discussion-forum postings, e-mail marketing programs, or online advertising
• Research and develop new products to meet customer demands

• Attend meetings, take notes, and track action items.
• Coordinate appointments with medical professionals.
• Perform general administrative support including scheduling meetings, making travel arrangements, and managing documentation.
• Maintain and organize all shared drives, documents, and spreadsheets in Google Workspace.
• Manage household, maintenance, inventory, and schedules.

• Built strong relationships with patients and families for optimized care satisfaction by 45%
• Maintained complete documentation for permanent records and auditing purposes.
• Coordinated schedules with patients and facility calendar.
• Assisted patients in adhering to prescribed care models via phone communications while practicing HIPAA and privacy guidelines
• Reviewed cases to determine the need for escalation.

• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Trained staff on operating procedures and company services.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
• Devised and implemented strategies to streamline eligibility verification processes.

• Coordinated/ scheduled Medical Trips for appointments, Standing Orders, hospital discharge, and admissions for Medicaid clients

• Actively listened to customers, handled concerns quickly, and escalated issues to the supervisor.
• Obtained insurance verification and authorization to submit financial clearance of patient accounts
• Managed a constant flow of customer calls with minimal wait times.
• Adhered to HIPAA requirements to safeguard patient confidentiality

• Navigated patients into appropriate medical care (Mental Health/ HEP C/ Neurology & more) and also linked patients to Detox, Rehab, and other health services
• Interviewed individuals to collect and record relevant information about their needs to be addressed
• Dictated progress notes and diagnoses and recorded all information in patient's records
• Facilitated health workshop of 25 people to educate or coached clients about health, HIPAA/ Patient's Rights/ Medicaid/HMO/ and Medication
• Organized patient schedules and assisted in planning transportation and payments

• Placed advertisements, evaluated applicant credentials, and conducted initial interviews and pre-screening assessments.
• Conducted reference checks, background screening, and other pre-employment checks to verify information on the applicant's resume.
• Assisted with onboarding and orientation of new hires to expedite the acclimatization process.
• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free resumes
• Increased production of resumes by 75%

• Managed start-up business and initiated target market
• Built and maintained website and marketplace, increased audience by 45%
• Operated Bargain hunting business, provided great customer service and customer satisfaction to clients
• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement
• Researched industry and marketplace trends to enhance sales techniques and meet customer needs.

• Developed and implemented strategies to streamline communication between internal and external stakeholders.
• Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
• Investigated escalated liaison issues and implemented appropriate tactics for a swift resolution.
• Analyzed the origin of processing issues by locating and categorizing malfunctioned relative groups, increased correction speed by 12%
• Identified and pulled duplicate and fraudulent applications to stop them from processing

• Processed and certified documents for accuracy and compliance with government regulations
• Assisted over 400 applicants to complete their grant applications and ensure correct documents were attached
• Communicated with people from various cultures and backgrounds on the application process
• Handled confidential and sensitive information with discretion and tact.
• Assisted clients with accurate eligibility forms, applications, and document completion.

• Researched/gathered new and updated grant information for distribution
• Ordered and distributed office supplies while adhering to fixed office budget.
• Offered technical support and troubleshot issues to enhance office productivity.
• Examined grant applications eligibility to be approved
• Oversaw departments and staffing coverage to facilitate day-to-day operations of the Grant Program Office

• Managed over 40 incoming patients per day and provided required paperwork to facilitate services.
• Completed administrative patient intakes with case histories, insurance information, and mandated forms.
• Supported office staff and operational requirements with administrative tasks.
• Verified insurance coverage to prepare for upcoming patient appointments.
• Processed reports for Cardiology Department

• Continually improved daily operations, communications with clients, recordkeeping, and data entry for increased efficiency by 66%.
• Created correspondence and other documents for CEO and department heads in the company's voice.
• Managed and maintained databases to track and record customer data.
• Coordinated and scheduled meetings and conference call to optimize the scheduling of senior staff.
• Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions.

• Handled confidential and sensitive information with discretion and tact.
• Transcribed meeting minutes to support sales, business development and senior management teams.
• Supported business and hospitality needs of corporate partners and staff during meetings and company events.
• Answered high volume of phone calls and email inquiries.
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.