Experienced Healthcare Customer Service and Dental Virtual Assistant with over 3 years of experiened supporting US medical and dental accounts at Optum Global Advantage Philippines, including the Healthplex Dental program. Proven expertise in dental insurance eligibility and benefits verification, claims review, billing support, pre-authorization processing, and appointment scheduling. Adept at managing high-volume inbound calls while maintaining strong performance in customer satisfaction, first-call resolution, and call quality. HIPAA-aware, detail-oriented, and highly organized, with a strong background in patient coordination, provider communication, and healthcare administrative support. Seeking to contribute reliable virtual assistance to a US-based dental practice.
Services & Skills (Aligned With Work Experience & Expertise)
Insurance & Dental Account Support • Insurance eligibility and benefits verification for medical and dental plans • Dental claims support, denial review, grievances, and pre-authorization adjustments • CPT, EOB, and HCPCS code familiarity based on claims and coverage inquiries • Billing issue resolution and account updates for patients and providers
Patient & Provider Coordination • Front-line support for patients and dental providers regarding coverage, claims, and appointments • Appointment scheduling, recare coordination, and calendar management • Coordination with providers and insurance representatives to resolve coverage concerns • Patient follow-ups and referral tracking to ensure continuity of care
Customer Service & Communication • High-volume inbound and outbound call handling for US healthcare accounts • Phone, email, and chat support with a strong focus on empathy and accuracy • Consistently met and exceeded KPIs including AHT, first-call resolution, and CSAT • Clear documentation of patient interactions, claims, and plan updates
Administrative & Compliance Support • Accurate patient registration, demographics, and insurance data entry • Documentation management and reporting for healthcare records • General administrative and virtual assistance tasks • Strong awareness of HIPAA and healthcare compliance requirements
Verified
