Alfred Lantayan

Professional Experience

HEALTHCARE ADVOCATE

Concentrix Philippines – United Healthcare (May 2025–October 2025)

Acted as a key liaison between patients, providers, and pharmacies to streamline care delivery and enhance patient experience.

• Scheduled medical appointments aligned with insurance coverage and patient needs.

• Verified prescription pricing and availability to support informed, cost-effective decisions.

• Coordinated with healthcare facilities to confirm procedural requirements and claim eligibility.

• Educated patients on benefits and coverage, empowering confident care navigation.

• Delivered personalized support across medical, pharmacy, and behavioral health services.

LOGISTICS AND CLIENT SERVICES

ThoughtFocus Philippines – J.J. Keller and Associates (July 2024–April 2025)

Balanced front-line communication and back-office precision in dual roles supporting logistics operations.

Process Associate

• Handled 60+ daily calls, delivering accurate product and service information.

• Managed orders, transactions, and complaints while consistently exceeding KPIs.

• Resolved technical issues and created resources to improve customer understanding.

Client Service Specialist

• Built strong client relationships and served as the main point of contact.

• Researched payment discrepancies and ensured regulatory compliance.

• Processed 70% of work orders, surpassing performance benchmarks.

FINANCIAL SERVICES

Foundever Philippines – ADP (November 2021–June 2024)

Provided high-volume support and dispute resolution for a financial services account.

Care Agent / Chat Support

• Managed 60+ calls and 90+ chats daily with speed and professionalism.

• Resolved inquiries, transactions, cancellations, and technical issues with precision.

Dispute Agent

• Investigated and resolved transaction disputes with thorough documentation.

• Collaborated with financial institutions and implemented fraud protection measures.