Virtual Assistant

I have experience in managing professional email communications, ensuring timely and accurate responses to inquiries from agents or Operations or from Quality Team or Bosses. This involved organizing and prioritizing emails, following up on unresolved issues, and coordinating with various teams to address claims, billing, and process-related concerns. My attention to detail and ability to maintain clear, organized correspondence allowed me to meet deadlines and ensure smooth communication flow across stakeholders.

I have extensive experience in the healthcare BPO industry, where I specialized in claims processing, benefits administration, and billing inquiries. I started as a Customer Associate, handling provider calls, resolving insurance claims issues, reviewing payments and denials, and ensuring accurate billing. Later, I advanced to a Quality Analyst role, conducting call evaluations, providing feedback, identifying process gaps, and collaborating with clients and team leads to enhance performance. My experience reflects strong skills in communication, problem-solving, quality monitoring, and process improvement.

As a Quality Analyst in the healthcare BPO sector, I monitored and evaluated calls to ensure compliance with company standards and client expectations. I provided actionable feedback to agents for performance improvement, identified process gaps, and collaborated with team leads and clients to enhance operations. I regularly facilitated meetings to discuss quality insights and updates, helping to streamline workflows and ensure accuracy. My role also involved creating and maintaining resources to guide agents, driving continuous improvement and alignment with business goals.

I have extensive experience managing meetings, particularly in quality assurance and operations. I coordinated and facilitated bi-weekly client meetings to address process gaps, align on updates, and clarify expectations. After each session, I ensured that relevant information was communicated to the team, updated in internal resources, and incorporated into workflows. I also led performance discussions with team leads, providing actionable insights based on quality metrics to drive continuous improvement and ensure alignment with business goals. My ability to organize, lead, and follow through on meetings has been essential to maintaining smooth operations and fostering collaboration.

I have experience in data entry, primarily within the healthcare sector, where accuracy and attention to detail were essential. My role involved reviewing insurance claims, processing payments, and updating patient or provider information in internal systems. I ensured data consistency, identified discrepancies, and handled billing adjustments based on insurance policies. With my ability to work efficiently under pressure, I maintained high accuracy while meeting deadlines. This experience has strengthened my organizational skills and proficiency with various data management tools and systems

I have developed strong attention to detail through my roles in the healthcare BPO industry. Whether reviewing insurance claims, resolving billing discrepancies, or analyzing call quality, I ensured accuracy and thoroughness in every task. As a Quality Analyst, I closely monitored agent performance, identified process gaps, and provided actionable feedback to improve service delivery. My ability to spot inconsistencies and follow through with solutions has been essential in maintaining high operational standards and ensuring customer satisfaction.