Summary
Overview
Work History
Education
Skills
Certification
Timeline
AssistantManager
MELANIE DELFIN ALVARADO

MELANIE DELFIN ALVARADO

Stockton,CA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Patient Experience Coordinator

Science 37 Inc
08.2021 - Current
  • Inbound and outbound calling to clinical research study participants, filed secure messages, respond to emails, chats inquiries in a timely/appropriate manner
  • Identifying root causes of reported issues, determining best approach to resolve problems, expediting corrections or adjustments and follows up to ensure satisfaction
  • Scheduling clinical study participants, ensuring that all calls are processed correctly and promptly
  • Operating the central communications center for the patient experience center
  • Prioritizing multiple tasks/demands while establishing effective working relationships with participants, co workers and the clinical operations team
  • Ensuring the privacy and confidentiality of participant's personal health information
  • Answering any and all MRA requests as directed by the Supervisor
  • Ensuring newly signed and properly filled out MRFs are sent to HCPs within one business day using sFax.

Customer Service

Covered California
09.2020 - 08.2021


  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Handled customer service inquiries in person, via telephone and through email.
  • Verified insurance eligibility and coverage for patients.
  • Provided primary customer support to internal and external customers.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Assisted patients in filling out check-in and payment paperwork.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Investigated insurance claims denials and appeals.
  • Resolved billing inquiries and disputes in timely fashion.
  • Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
  • Fluently speak Tagalog and English to assist with customers' needs
  • Answer in-bound calls from consumers and providers regarding health insurance (Affordable Care Act or Obama Care) through Covered California and Medical
    Explains benefits, claims, and process disputes of the consumer
  • Help current members in updating information in the application, enrollment, changing health plans and determining their eligibility to get coverage
    Process new applications and help consumers apply for tax credits for health insurance and verify legal documents as necessary

Workforce Management Analyst

SYKES ASIA INC
11.2013 - 05.2017
  • Generate/ develop and maintain reports and systems to ensure Service Level
  • Agreement
  • Respond to daily requests for ad hoc reports
  • Collect, read, analyze, interpret, and summarize data in preparation and generation of statistical and analytical reports
  • Accepts call ins for emergency and sick leaves and updates necessary tools and officers involved
  • Alerts the management about the increase in absences which would inadvertently affect staffing for the day
  • Act decisively to solve account specific/ individual issues related to data generation/ analysis/interpretation
  • Designs and develops specific systems for collection, tracking, and reporting of data
  • Compiles data and analyzes past and current trends
  • Provides a variety of reports to Operations, Administration, and HR
  • Department
  • Works closely with management to assure that their reporting needs are satisfied
  • Creates and maintains agent level schedules and reporting
  • Assigns shift schedules to all representatives (Technical Support Engineer or
  • Customer Service Representative)
  • Ensures that all standard reports will be submitted in a timely manner with complete and accurate information
  • Collects and reads raw data, and prepares and generates standard presentations to be used for in depth analysis of the numbers
  • Maintains collection and tracking of relevant data and appropriate records of contacts and results on a daily basis
  • Answers and explains simple questions on standard reports and real- time monitoring concepts, issues and processes
  • May perform other additional duties and responsibilities as assigned.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Produced and updated documents, reports and tracking spreadsheets using excel.
  • Managed overtime, shift swaps, breaks and PTO requests.

Technical Support Representative

SYKES ASIA INC
06.2013 - 06.2014
  • Provides first line customer support through phone, chat and email
  • Ensuresthat all communication with customers is within the guidelines of the client
  • Follow prescribed problem resolution procedures
  • Reaches and maintains the level of customer service skills as required forthe post
  • Ensures that all data is collected accurately
  • Ensures that service levels are achieved as communicated by the Account
  • Manager and/or Team Manager.

Customer Service Representative/ Personal Cash Loan and, Credit Card Consultant

01.2011 - 01.2013
  • Provides first line customer support through phone
  • Assists customers and processes their applications to the bank
  • Ensures and monitors the customers application on a timely manner

Education

Bachelor of Science - Business Administration, Marketing

Ateneo De Naga University
NAGA CITY
04.2004

Skills

  • Proficient in computer applications like Spreadsheet, Excel, Powerpoint and Word
  • Good analytical and interpersonal skills
  • Strong written and verbal communicator
  • Self Motivated
  • Highly dependable
  • Customer Satisfaction
  • Customer Service Process Improvement
  • Running Reports
  • Regulatory Compliance
  • Customer Data Confidentiality
  • Trained in Salesforce

Certification


  • Primer on Clinical Research SOCRA Certificate - January 2023
  • Part I and Part II Informed Consent for Research SOCRA Certificate - January 2023
  • Institutional Review Board SOCRA Certificate - January 2023
  • The Journey from Point A to Point B: How to get from Clinical Inquiry to Conducting Nursing Research - January 2023
  • CCRP RECERTIFICATION: Regulatory Updates for Clinical Research Professionals v.18.1 - January 2023
  • Want to Write a Research Protocol? What to Consider, Where to Start & How to Create a Protocol Draft - January 2023
  • Sponsor Responsibilities SOCRA Certificate - January 2023
  • Biomedical Research CITI Certificate - January 2023
  • Clinicians CITI Certificate - January 2023

Timeline

Patient Experience Coordinator

Science 37 Inc
08.2021 - Current

Customer Service

Covered California
09.2020 - 08.2021

Workforce Management Analyst

SYKES ASIA INC
11.2013 - 05.2017

Technical Support Representative

SYKES ASIA INC
06.2013 - 06.2014

Customer Service Representative/ Personal Cash Loan and, Credit Card Consultant

01.2011 - 01.2013

Bachelor of Science - Business Administration, Marketing

Ateneo De Naga University

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MELANIE DELFIN ALVARADO