Arlyn Damayan

ARLYN LUCIO DAMAYAN PROFESSIONAL SUMMARY Results-driven Customer Service Professional with 7 years of Contact Center experience specializing in U.S. healthcare support including provider services, eligibility and benefits verification, claims status, referral and prior authorization, provider network participation, patient support and patient appointment scheduling. Experienced Process Trainer with strong skills in facilitating training, coaching agents, and ensuring compliance with updated workflows and procedures. Proven ability to support healthcare providers, resolve inquiries efficiently, and deliver high-quality customer service in fast-paced environments. SKILLS/ AREA OF EXPERTISE • HIPAA Trained  • Eligibility and Benefits Verification • Referral and Prior Authorization  • Claims Status • Provider Network Participation • Appeals and Reconsideration Follow-Up • Patient Appointment Scheduling • Provider & Patient Services Support • Process Training and Facilitation • Data Entry • Customer Service and Communication • Attention to Detail • Active Listening • Problem-Solving Skills • Adaptability and Flexibility • Organizational Skills • Empathy and Patient-Centered Approach TOOLS • Athenahealth • Epic • Tebra/Kareo • Dash • Avaya • TCN • Five9 • Microsoft Office Suite (Word, Excel, PowerPoint) • Google Workspace • Zoom • Microsoft Teams • WhatsApp PROFESSIONAL EXPERIENCE Omega Healthcare Process Trainer – Florida Orthopedic Institute August 05, 2025 – March 02, 2026 • Conducted training sessions for new hires and existing employees regarding workflows and program processes. • Delivered process updates and reminders through OnTracks to ensure compliance with the latest procedures. • Guided agents on proper workflows, policies, and quality standards. • Provided coaching and support to improve team performance. Healthcare Executive - Florida Orthopedic Institute & My Psychiatrist July 22, 2024 – August 04, 2025 • Handled patient appointment scheduling, rescheduling, and cancellations. • Assisted patients with clinic schedules and appointment availability. • Maintained accurate documentation of patient records and requests. Optum Global Solutions Customer Service Representative – United Healthcare Provider Services August 07, 2019 – August 17, 2020 • Assisted healthcare providers with Eligibility, Benefits, Claims, Prior Authorization, and Network Status inquiries. • Handled inbound calls from providers regarding patient coverage and insurance policies. • Assisted healthcare providers in reviewing the status of appeals and reconsideration requests for claims and authorizations. Stellar Philippines Inc Stellar Philippines Inc. Customer Service Representative – Jetstar Airways March 12, 2018 – May 31, 2019 • Assisted travel agents with flight booking inquiries, ticket changes, cancellations, and refund requests. • Provided customer support for airline reservations and travel concerns. Concentrix Customer Service Representative – Aetna Provider Services May 13, 2016 – February 13, 2018 • Assisted healthcare providers with Eligibility, Benefits, Prior Authorization, and Claims inquiries. • Supported credentialing and provider network status verification. Expert Global Solutions Customer Service Representative – Humana Provider Services June 19, 2015 – April 29, 2016 • Assisted healthcare providers with member eligibility and benefits verification. • Provided accurate information regarding insurance coverage and policies. EDUCATION Bachelor of Science in Hospitality Management Major in Hotel and Restaurant Management Nueva Vizcaya State University – Bayombong Campus