MA SOFIA BEATRIZ MANALO
New Castle,PA
Summary
Dynamic Patient Services Representative with a proven track record at UPMC Jameson, excelling in insurance verification and relationship building. Recognized for enhancing patient satisfaction through effective problem-solving and multitasking. Committed to maintaining confidentiality while delivering quality service, fostering loyalty, and ensuring seamless appointment scheduling.
Overview
7
7
years of professional experience
Work History
Patient Services Representative
UPMC Jameson
New Castle, USA
08.2023 - Current
- Resolved patient complaints promptly, using empathy and understanding to achieve satisfactory outcomes.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Managed high call volume by prioritizing urgent issues and directing calls for efficient resolution.
- Implemented time management strategies to balance multiple responsibilities, enhancing patient satisfaction.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Leveraged EPIC and MEDIPAC software to ensure timely appointment scheduling for patients.
- Educated patients on the importance of preventive health care and insurance coverage.
Customer Service Representative
Iqor Philippines
Talisay City, Philippines
11.2022 - 03.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations, maintaining professionalism while resolving disputes and enhancing customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer inquiries, facilitating access to products, services, and company information to foster engagement.
- Developed in-depth product knowledge to deliver tailored recommendations, improving customer experience and satisfaction.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
Quality Assurance Analyst
Ubiquity Global Services Philippines
Bacolod City, Negros Occidental
06.2021 - 10.2022
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques and experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism in interactions with clients and staff to foster a positive environment.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service individually.
- Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Customer Service Representative
Ubiquity Global Services Philippines
Bacolod City, Negros Occidental
12.2020 - 06.2021
- Handled escalated complaints, providing timely solutions to enhance customer satisfaction.
- Provided exceptional customer service to resolve complaints promptly.
- Increased customer satisfaction ratings through effective question resolution and issue management.
- Responded to customer inquiries with accurate information about products and services.
- Assisted customers with product selection and order processes, ensuring seamless transactions.
- Educated customers on product features and services, enhancing decision-making.
Customer Service Representative
Teleperformance
Bacolod City, Philippines
11.2020 - 12.2020
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed customer interactions using customer service software, enhancing customer satisfaction tracking.
- Tracked customer service cases and updated software with relevant customer information to streamline case resolution.
- Reinforced customer-centric culture within team by promoting empathy and understanding in all client interactions.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Concentrix
Bacolod City, Philippines
06.2019 - 11.2020
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Built rapport with customers through active listening, enhancing retention rates and generating positive client feedback.
- Provided timely assistance to address customer needs efficiently.
- Conducted follow-ups with customers on resolved issues to uphold high customer service standards.
- Demonstrated professionalism in client and staff interactions.
- Created customer service policies and procedures that aligned with and surpassed industry service standards.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Customer Service Representative
Teletech Bacolod
Bacolod City, Philippines
12.2018 - 06.2019
- Developed and implemented customer service training processes to elevate service quality.
- Enhanced customer support by creating collaborative service environments through targeted operational initiatives.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved team effectiveness by monitoring productivity and providing actionable feedback.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Coordinated replacement of damaged or missing products to ensure inventory accuracy.
Education
High School Diploma -
Ramon Torres National High School
Bago City, Negros Occidental, Philippines04-2014
Bachelor of Science - Medical Technology
Riverside College Inc.
Bacolod City, Negros Occidental, PhilippinesBachelor of Science - Criminal Justice Education
University of Negros Occidental-Recoletos
Bacolod City, Negros Occidental, PhilippinesSkills
- Insurance Verification
- Patient Registration
- Patient check-in
- Appointment Scheduling
- Registration management
- Admissions management
- Medical Billing
- Reliability and Dedication outcome tracking
- Regulatory compliance
- Documentation management
- System troubleshooting
- Problem-Solving
- Multitasking
- Teamwork
- Feedback implementation
- Quality service assessment
- Phone and Email Etiquette
- Teamwork
- Relationship Building
- Patient confidentiality management
- Quality service assessment
Languages
- Filipino, Native or Bilingual
- English, Native or Bilingual
Timeline
Patient Services Representative
UPMC Jameson
08.2023 - Current
Customer Service Representative
Iqor Philippines
11.2022 - 03.2023
Quality Assurance Analyst
Ubiquity Global Services Philippines
06.2021 - 10.2022
Customer Service Representative
Ubiquity Global Services Philippines
12.2020 - 06.2021
Customer Service Representative
Teleperformance
11.2020 - 12.2020
Customer Service Representative
Concentrix
06.2019 - 11.2020
Customer Service Representative
Teletech Bacolod
12.2018 - 06.2019
High School Diploma -
Ramon Torres National High School
Bachelor of Science - Medical Technology
Riverside College Inc.
Bachelor of Science - Criminal Justice Education
University of Negros Occidental-Recoletos