Fiona Serrado

FIONA SERRADO Mobile No. - Email Add. - Address #011 Spring Valley Brgy. Cupang Antipolo City About Me Experience Experienced Team Lead with 2 years of experience doing home-based job in health care industry. Also, became a Subject Matter Expert for over 2 years in BPO industry for a medical records retrieval company. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Multi-talented and consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. OpenMed Inc. 2020 - 2022 Team Lead - Cebu City Organize and schedule appointments Medical coding and billing Schedule medical appointments Maintain detailed patient and medical records Organize leads and delegate task to agents to make sure all leads are touched Process and organize authorizations received from provider's offices or hospitals Validates records, ICD-10 codes on the authorizations submitted by the providers Oversee day-to-day operation activities of the team. Monitor and assess employee calls to drive performance improvement plans. Reviews and distributes procedure changes/updates in a timely manner. Conduct team huddles to share and calibrate knowledge and discuss performance to the team. Assist, tracks and coordinates issues with supporting departments, such as IT, HR, Payroll, Workforce. Microsourcing 2017 - 2019 Subject Matter Expert - Eastwood, Quezon City Determines fastest ways on how to obtain patient's medical records from the facility. Used statistical analysis software and image analysis software to analyze medical records. Worked with the Team Lead to resolve medical record problems, improve operations and provide exceptional customer service. Performed various administrative functions such as filing paperwork, coaching agents, handling the team when the Team Lead is absent, monitoring the team's score card and creating team reports Handling EMR, medical coding and billing Processing insurance claims for social security disability or other kinds of insurance Teleperformance 2016 - 2017 - Antipolo City Technical Support Representative Evaluate technical problems while leveraging personal expertise to find appropriate solutions for the customer's problem. Fielding diverse customer questions about issues such as available merchandise, current prices and upcoming company changes. Maintained customer happiness with forward thinking strategies focused on addressing customer needs and resolving concerns. Education 2020 Magsaysay Center for Hospitality and Culinary Arts Short Course EDSA corner Pioneer Street 1554 Mandaluyong, Philippines Graduate: Food and Beverage Management 2011 Arellano University College Undergrad 3058 Taft Avenue, Pasay City, Philippines College Undergrad: B.S in Hotel & Restaurant Management Relevant Skills and Trainings: Operational Improvements Results Driven and Process Oriented Strong Analytical and Organizational Skills. Flexibility and Adaptability Conflict management and issue resolution. Team Development and Culture Building Invoicing and billing Records Management Technical Skills: Knowledge with CRM tools: Salesforce, Freshdesk. Advance System Troubleshooting Proficient in MS Software’s and Google Apps. Microsoft Office - Work, Excel, PowerPoint, Outlook, MS Project Adobe Creative Suite Reference Luisa Tolentino Nika Viel De Vera Lorna Alvarado OpenMed Inc./Operations Manager OpenMed Inc./Asst. Manager Microsourcing/Operations Manager Phone Phone Phone +1 - - -