Jeanifer Paulin
(+63)-- LinkedIn: Jean Paulin
Professional Summary
5+ years working experience as a Licensing and Appointments Coordinator with deep knowledge in the healthcare credentialing system in the US. Demonstrated extraordinary professional communication, organization and administrative skills.
Core Qualifications
High familiarity with health care and credentialing systems like SureLC, Pinpoint, Nomoreforms
Exceptional grasp of credentialing accreditation
Outstanding ability to work well independently
Excellent customer service skills
Good written and oral communication skills
Familiar with industry terms like NPIR, PDB, SBS, Sircon and states DOI
Professional Experience
HSA FOR AMERICA/WILEY LONG ENTERPRISES, INC., CO, USA | March 2015– Present
Licensing and Appointments Coordinator (Home-based)
Ensures that the insurance agency and the agents are properly licensed and certified as mandated by state and federal regulations.
Process insurance contracts and appointment paperworks.
Maintains credentialing database regarding agent training, licenses, continuing education and relevant certifications.
Assess healthcare facility ensuring that is is operating within state and federal regulations and review specific rules for compliance with internal process.
Develop process improvement initiatives to improve operational efficiency and reduce onboarding turn over time.
Build and manage relationships with FMOs, GAs, licensing contact persons and broker support teams.
HEWLETT-PACKARD SINGAPORE (SALES) PTE. LTD, Alexandra Technopark, SG| May 2012 – July 2014
Financial Analyst
Played critical part on revenue recognition and forecast accuracy for a billion dollar IT outsourcing contract.
Executed process controls to ensure comprehensive and accurate billing data while reducing disputes on Accounts Receivable.
Contgributed in cash flow improvements by reducing Days Billing Outstanding from 160 to 39 days and Days Sales Outstanding from 180 to 54 days.
Played an integral part of our Ageed Debt Recovery program to achieve $120M in savings.
Helped in the revamp, streamline of the forecast process improving accuracy and predictability of revenue.
Drive audit compliance by keeping proper documentation and record retention.
HSA FOR AMERICA/WILEY LONG ENTERPRISES, INC., CO, USA | Aug 2010 – May 2012
Licensing Coordinator (Home-based)
Application Processing Supervisor (Home-based)
Managed health application processors
Maintained Health and Medicare application processes are up to date with the current health insurance rules and regulations
Ensured that Individual/Family Medical and Medicare applications are processed.
Checked health application status through the carrier’s underwriting team.
Conducted hiring and training of new team members.
Assigned and handled agency and agent licensing and appointments are in compliance within the state and federal regulations.
Maintained agent database regarding their personal information, licenses, training and certifications and continuing education.
Handled agent and carrier onboarding and offboarding making sure that the internal procedures are completed.
Worked on assigned special projects.
HSA FOR AMERICA/WILEY LONG ENTERPRISES, INC., CO, USA | Jan 2010 – Aug 2010
Virtual Office Assistant/ Application Processor
Received and managed health applications.
Ensured that Individual/Family Medical and Medicare applications are posted to trackers.
Checked health application status through the carrier’s underwriting team.
Maintained client database regarding their personal and policy information.
Worked on assigned special projects.
HSA FOR AMERICA/WILEY LONG ENTERPRISES, INC., CO, USA | Mar 2009 – Jan 2010
Virtual Office Assistant/Chat Support Rep
Answered queries and assisted customers through chat.
Provided help or solution in real-time.
Provided basic information about healthcare products.
Refer customers to agents for further assistance regarding medical coverage applications.
BABBLEGLASS PHILS INC. CEBU, PH |
Live Chat Support – Tier 2 May 2008 – Jan 2009
Live Chat Support Rep Oct 2007 – Apr 2008
Provided Live chat help for online book publishing.
Real-Time On-floor and Schedule Management.
Trained new chat support operators and one on one mentoring/coaching.
Ensured that all updates and guidelines of the client gets to the agents.
Handled ticket escalations and next level support gets resolved.
TELETECH CUSTOMER CARE MGT PHILIPPINES, CEBU, PH| Oct 2006 – Oct 2007
Quality Assurance Specialist
Monitored Agent Customer interactions to ensure adherence to client standards
Attended client sessions
Participated in meeting the QA department goals and completed process implementation.
Phone and production support as required
Conducted one-on-one coaching and development with the customer service representatives.
Monitored agent-customer interactions to ensure adherence to client standards.
Contributed to QA process improvement for calls monitoring and metrics.
Provided up-trainings and ensured that CSR is equipped with new information.
TELETECH CUSTOMER CARE MGT PHILIPPINES, PASAY, PH| Jan 2004 – Apr 2005
Quality Assurance Specialist
Monitored Agent Customer interactions to ensure adherence to client standards
Attended client sessions
Participated in meeting the QA department goals and completed process implementation.
Phone and production support as required
Conducted one-on-one coaching and development with the customer service representatives.
Monitored agent-customer interactions to ensure adherence to client standards.
Contributed to QA process improvement for calls monitoring and metrics.
Provided up-trainings and ensured that CSR is equipped with new information.
TELETECH CUSTOMER CARE MGT PHILIPPINES, PASAY, PH | July 2003 – Jan 2004
Provider Service Associate
Received inbound calls from medical staff (physicians, nurses, providers and administrators) regarding patient’s eligibility.
Demonstrated high level of professionalism with providers and build good rapport with every client.
Responsible in updating patient’s information in the CRM database during and after each call.
HIPPA compliance certified.
Attended trainings to stay updated on product knowledge.
Received 100% QA result from call monitoring.
Played critical part in achieving the team’s metrics.
Education
UNIVERSITY OF SAN JOSE-RECOLETOS, Cebu, PH
Bachelor of Science in Commerece Major in Business Administration, March 2001
