Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Work Availability
Quote
Software
Interests
Work Preference
Websites
Certification
Affiliations
Timeline
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Una A Leung

Una A Leung

New York,NY

Summary

Dedicated Virtual Executive Assistant with excellent experience in the healthcare, financial and eCommerce industries. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.

Overview

28
28
years of professional experience

Work History

Virtual Executive Assistant

BBISNYC
02.2019 - 05.2024
  • Managed 5 executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Supported executive with their responsibilities to make their life more manageable and delivered 95% results
  • Conducted research and analyzed data to provide detailed reports on various business topics and updated and maintained confidential database and records
  • Liaised effectively between executives and other 5 departments or external contacts for successful collaboration.

Contact Center Service Agent

Healthfirst Insurance
02.2021 - 03.2024
  • Resolved and documented grievances, complaints, and appeals. Researched, claims, authorizations request to trouble-shoot member's concerns on first call basis
  • Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
  • Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
  • Maintained well-developed relationships with members that brought 97% customer satisfaction rate, and assisted fellow teammates using strong problem-solving and prompt issue resolutions

Personal Administrative Assistant

Royal Care
02.2019 - 06.2023
  • Enhanced 1 executive productivity by managing daily personal and professional schedules, coordinating meetings, and handling travel arrangements.
  • Supported 3 team members during high-pressure situations, providing guidance and assistance as needed to maintain a positive work atmosphere.
  • Safeguarded executive time by screening phone calls, sorting mail, and addressing issues that did not require executive input.
  • Assisted in the successful completion of projects by tracking deadlines, gathering required information and materials, last-minute decision making and to provide regular updates to executive

Eligibility Specialist

TEKsystems-EEC Mass Grant Program
10.2020 - 03.2023
  • Assisted approximately 174 clients with accurate eligibility form, application and document completion.
  • Reviewed applications for EEC Grant programs and supporting documentation qualification before determining approving or returning grant applications to applicants
  • Utilized extensive fact-checking and research skills to continuously review different qualifying documents or combination of and other options.
  • Audited around 55 application package for authenticity

Associate Clinical Admin Coordinator

OptumHealth
07.2020 - 02.2022
  • Enhanced customer satisfaction scoring 95% by responding promptly to inquiries and addressing concerns professionally.
  • Boosted operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Participated in workshops and in-service meetings to enhance personal growth and professional development.
  • Coordinated or updated schedules with patients and traveling nurse for their upcoming appointment. Reduced logistical errors through meticulous planning of transportation schedules

E-Commerce Specialist

BBISNYC
01.2017 - 07.2019
  • Maintained working knowledge of company products, services and promotions.
  • Identified and resolved technical issues affecting website performance, ensuring seamless user experience. Contributed to content creation efforts for product descriptions for better purchasing experience and monitored SEO
  • Participated in ongoing professional development opportunities within e-commerce industry, applying new knowledge to improve existing processes and strategies.
  • Utilized CRM tools to manage and track over 450 customer interactions, ensuring accurate record-keeping and timely follow-ups.

Medical Scheduler

Medical Answering Services LLC.
04.2016 - 02.2019
  • Coordinated/ intake/scheduled over 120 Medical Trips for appointments, standing orders, hospital discharge, and admissions per day for Medicaid clients
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.

Patient Navigator/Certified Health Coach

LESHRC
05.2010 - 01.2017
  • 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
  • Organized patient schedules and assisted in planning transportation and payments
  • Facilitated health workshop of 25 to educate or coach clients about total-health, HIPAA/ Patient's Rights/ Medicaid/HMOs/ and Medication

Recruiter Assistant

The Fortune Society, Inc
06.2004 - 11.2010
  • Placed advertisements, evaluated applicants' credentials, and conducted initial
    interviews and pre-screening assessment
  • Utilized exceptional writing, editing, and proofreading skills to produce
    engaging and created error-free resumes for class of 35 per 2-week term
  • Collaborated closely with hiring managers to understand specific needs and deliver tailored candidate recommendations.
  • Maintained detailed records of candidate interactions, ensuring accurate documentation and tracking of recruitment efforts.

LMDC 9/11 Grant Program Analyst/Community Liaison Officer

LMDC
09.2002 - 11.2004
  • Developed and implemented strategies to streamline communication between
    internal and external stakeholders
  • Acted as point of contact to communities that surrounded lower Manhattan and maintained professional demeanor by staying calm when addressing unhappy or angry applicants
  • Investigated escalated processing issues and implemented appropriate tactics for swift resolution. Collaborated with stakeholders to define clear program goals and established at least 96 % of performance metrics and shared other application processing problems
  • Conducted thorough risk assessments to identify potential issues and develop mitigation strategies.

LMDC 9/11 Grant Program Eligibility Specialist

LMDC
06.2002 - 09.2002
  • Contributed to program success by identifying areas for improvement in the application process and recommending solutions accordingly.
  • Processed and certified documents for accuracy and compliance with government regulations
  • Assisted clients with accurate eligibility forms, applications, and document completion
  • Managed effectively of a 400 daily caseload, balancing workload demands while maintaining timely completion of tasks.

WTC BRC Grant Admin. Assist

Empire States Development
12.2001 - 06.2002
  • Researched/gathered, and updated citywide assistant programs to information booklet for distribution
  • Contributed to positive environment with strong interpersonal skills, proactive teamwork, and kindness to staff and applicants
  • Oversaw 2 departments and 26 staff coverage to facilitate day-to-day operations in Grant Program Ground Zero location
  • Optimized resource usage by managing inventory levels, ordering supplies, and maintaining equipment functionality.

Medical Administrative Assistant,

New York Methodist Hospital
10.2000 - 09.2001
  • Managed over 40 incoming patients per day and provided required paperwork
    to facilitate services
  • Conducted insurance verification, pre-authorizations and managed patient charts.
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
  • Reduced waiting room congestion by effectively managing patient flow and utilizing scheduling strategies to minimize appointment overlaps.

Administrative Assistant Mortgage Financing

Morgan Stanley Dean Witter
05.1996 - 12.1999
  • Continually improved daily operations, communications with clients,
    recordkeeping, and data entry for increased efficiency by 66%.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Ensured accurate mortgage record-keeping with diligent data entry and database management for vital company information.

Education

Associate of Science - Business Administration

Borough of Manhattan Community College
New York, NY

Certificate - Medical Billing & Coding

Borough of Manhattan Community College
New York, NY

Certificate - HIPAA

Allegra
Online

Certificate - Privacy & Information Security

Allegra
Online

Certificate - Motivational Interviewing

Department of Health
New York

Skills

  • Problem-Solving
  • Decision-Making
  • Market Research
  • Team Player
  • Management
  • Schedule Management
  • Customer Experience
  • Case Management
  • Data Analysis
  • Project Management
  • Policies and procedures implementation
  • Superb time management skills
  • Interpersonal Communication
  • Tech-savviness
  • Customer Service

Accomplishments

  • Successfully stopped a fraudulent 9/11 grant application from being processed, resulting in the prompt arrest of the wrongdoer, garnering media attention, and preventing future incidents.
  • Honor role student with a GPA of 3.84. Invited to become a member of Phi Theta Kappa Society

Languages

Chinese (Cantonese)
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

"Success Is not only measured by our Accomplishments, Success is also measured by our Happiness"
Measured by Angie U Leung

Software

MS Office Suite

Google Workspace

Salesforce

Genesys

Windows

Clouds

Virtual Networks

Internet Security

Interests

Home Improvement

Electric Biking

Action & Adventure Movies

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceFlexible work hoursPaid sick leavePersonal development programs

Certification

  • Certificate in Customer Support (Refresh)
  • Certificate in Privacy & Information Security
  • Certificate in Administrative Supports
  • Certificate in HIPAA
  • Certificate in Motivation Interviewing

Affiliations

Phi Theta Kappa Honor Role Society

Timeline

Contact Center Service Agent

Healthfirst Insurance
02.2021 - 03.2024

Eligibility Specialist

TEKsystems-EEC Mass Grant Program
10.2020 - 03.2023

Associate Clinical Admin Coordinator

OptumHealth
07.2020 - 02.2022

Virtual Executive Assistant

BBISNYC
02.2019 - 05.2024

Personal Administrative Assistant

Royal Care
02.2019 - 06.2023

E-Commerce Specialist

BBISNYC
01.2017 - 07.2019

Medical Scheduler

Medical Answering Services LLC.
04.2016 - 02.2019

Patient Navigator/Certified Health Coach

LESHRC
05.2010 - 01.2017

Recruiter Assistant

The Fortune Society, Inc
06.2004 - 11.2010

LMDC 9/11 Grant Program Analyst/Community Liaison Officer

LMDC
09.2002 - 11.2004

LMDC 9/11 Grant Program Eligibility Specialist

LMDC
06.2002 - 09.2002

WTC BRC Grant Admin. Assist

Empire States Development
12.2001 - 06.2002

Medical Administrative Assistant,

New York Methodist Hospital
10.2000 - 09.2001

Administrative Assistant Mortgage Financing

Morgan Stanley Dean Witter
05.1996 - 12.1999

Associate of Science - Business Administration

Borough of Manhattan Community College

Certificate - Medical Billing & Coding

Borough of Manhattan Community College

Certificate - HIPAA

Allegra

Certificate - Privacy & Information Security

Allegra

Certificate - Motivational Interviewing

Department of Health

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Una A Leung