Dennis Sablayan

Dennis Sablayan Healthcare Support Specialist | Claims & Billing Expert | Customer Service Representative | - |-| Dasmariñas, Calabarzon, Philippines Professional Summary Customer-focused healthcare support specialist with 14+ years of BPO experience in claims resolution, technical assistance, and call center operations. Proven track record of resolving 300+ monthly claims with precision and empathy. Skilled in Facets, HIPAA compliance, and multichannel communication. Adept at exceeding KPIs in fast-paced, metrics-driven environments like UnitedHealth Group. Core Skills • Healthcare Claims Processing & Billing Resolution (EDI, EOB, CPT/ICD Codes) • Call Center Operations & KPI-Driven Support • HIPAA Compliance & Confidential Data Handling • Salesforce, Siebel, Jarvis, Big Data, Live Engage, AVAYA, NICE (include verified platforms) • First-Call Resolution & Provider Network Support • Multichannel Communication (Phone, Chat, Email) • Claims Documentation & CRM Notation Accuracy • Cross-Functional Collaboration & Workflow Optimization Professional Experience Concentrix – Business Customer Relationship Officer Aug 2020 – Apr 2025 • Delivered technical support and resolved complex billing issues for enterprise mobile accounts, maintaining a 90%+ customer satisfaction rating. • Achieved top-performer status in mobile plan upsells for four consecutive months, contributing to revenue growth and customer retention. • Facilitated account analysis and service escalations, ensuring compliance with service-level agreements (SLAs) and accurate documentation in Salesforce, Live Engage, and Jarvis. • Contributed to knowledge base updates and training for new hires on best practices in technical troubleshooting and member support. Iqor – Senior Customer Representative Aug 2017 – Jan 2019 • Delivered first-call technical support and billing resolution for high-volume customer accounts, consistently meeting KPIs for average handle time and customer satisfaction. • Improved operational efficiency by 90% through cross-functional collaboration and targeted workflow enhancements. EXL Services – Senior Customer Service Associate Aug 2012 – Mar 2017 • Managed 300–400 monthly healthcare claims and billing inquiries, ensuring accurate and timely resolution in compliance with HIPAA guidelines. • Acted as primary liaison between patients, providers, and insurance carriers, enhancing coordination across care teams. • Boosted operational efficiency by 90% through cross-functional process improvements that reduced claim turnaround time and escalations. • Supported documentation and CRM updates using internal platforms to ensure compliance and audit-readiness. • Coordinated emergency roadside assistance services while ensuring clear case documentation. TeleTech – Customer Care Representative Jun 2008 – May 2012 • Increased customer retention by 85% through proactive follow-ups and resolution of escalated service issues. • Supported backend service operations including relocations, new activations, and account ownership changes. • Documented interactions accurately in CRM tools to support SLA adherence and compliance audits. Prime Builders, UAE – CAD/CNC Operator Dec 2004 – Feb 2008 • Operated CAD/CNC machinery to fabricate structural components aligned with blueprint specifications. • Collaborated with engineers and supervisors to optimize production accuracy, reducing material errors. Education Bachelor of Science in Business Administration – Management Arellano University, Manila -) Awarded for Excellence in Organizational Behavior Languages • English – Advanced • Tagalog – Advanced