Diego Jr Carampil

DIEGO P. CARAMPIL JR. Address: Purok 6, Old 12, Crossing, Libona, Bukidnon Mobile: - Email:--PROFESSIONAL SUMMARY Senior Healthcare Consultant with 8+ years of progressive experience in the healthcare insurance industry, specializing in claims processing, billing, enrolment, and benefits management. Proven leader with experience supervising teams, enhancing customer satisfaction, and ensuring compliance with HIPAA regulations. Recognized as a top performer with a track record of reducing claim errors, improving first-call resolution, and exceeding customer satisfaction targets. CORE COMPETENCIES • • • • • • • Claims Adjudication & Benefits Analysis Healthcare Billing & Enrolment HIPAA & PHI Compliance Customer Service (Voice, Chat, Email) Process Improvement & Quality Assurance Leadership & Team Coaching Time Management & Administrative Skills PROFESSIONAL EXPERIENCE Senior Customer Service Representative | March 2016 – July 2024 Sutherland Healthcare Services – Davao City, Philippines • • • • • Processed billing, enrolment, and claims inquiries for U.S.-based healthcare insurance clients, maintaining an average 95% customer satisfaction rating. Handled inbound and outbound calls, email, and chat support, averaging 30+ customer interactions daily while maintaining high accuracy. Collaborated with internal teams to resolve escalated issues and ensure claim accuracy, reducing errors. Recognized with multiple “Top Performer” awards for excellence in service resolution and quality metrics. Mentored new hires on customer service best practices, claims procedures, and compliance standards. Team Manager (6-Month Contract) | October 2018 – February 2019 • Supervised a team of 25 agents, overseeing daily operations, performance monitoring, and quality assurance. • • Implemented coaching sessions and training initiatives, resulting an improvement in first-call resolution rates. Led process optimization initiatives that improved average handling time. Employee Engagement Site Coordinator | September 2016 – July 2022 • Organized and facilitated employee engagement programs and site activities to boost morale and retention. • Partnered with HR to roll out wellness initiatives and recognition programs. EDUCATION Bachelor’s Degree in Technology Communication Management University of Science and Technology of Southern Philippines (USTP) Formerly Mindanao University of Science and Technology | 2015 HIGHLIGHTS & AWARDS • • • Top Performer Award – Customer Service Excellence (2016 - 2023) Service Resolution – Recognized by clients for exceptional customer handling. Multiple positive CSAT and Quality Assurance ratings exceeding 95%. CERTIFICATIONS • • Certifications: HIPAA Training, Medical Billing & Coding, FWA Trained and Compliant Technical Tools: MS Office Tools, Teams and WebEx Meet.