Joan Marie M. Soriano

To share a bit about my background, I have accumulated over 11 years of experience in the BPO industry, with a focus on customer service, collections, and team management. I spent 7 years at Teleperformance, initially working in a financial account role where I was promoted to Assistant Team Lead. During my time there, my responsibilities included soft collections, where I contacted customers regarding overdue accounts, as well as hard collections, where I followed up multiple times a day to secure payments. Later, I transitioned to Post Claims Assistance, dealing with more complex collections involving garnishments for customers whose accounts were seriously delinquent (6 months to a year).

Following my tenure at Teleperformance, I spent over 5 years with Omega Healthcare, where I started as a Subject Matter Expert (SME) and Point of Contact (POC) in Patient Calling. In this role, I helped patients obtain commercial insurance information and verified their eligibility. After a year, I moved to the Accounts Receivable department, specializing in Workers’ Compensation. My duties included contacting employers to confirm details about patients’ injuries and coordinating with healthcare providers for follow-up treatments. A large portion of my work involved communicating with insurance companies to gather adjuster details and determine if authorization was needed for treatments rendered during hospitalization.

As I continued with Omega Healthcare, I was promoted to Team Lead, where I managed multiple lines of business (LOBs). My daily responsibilities included reviewing emails from operations, managers, and clients, managing open cases, checking the support coordinators' queues, and monitoring workforce management reports. I was also responsible for auditing cases, managing attendance reports, and conducting call listening for all five LOBs. Additionally, I handled weekly tasks such as reporting on team performance through Manager’s Review (MBR), submitting staffing schedules (EWS report), and providing business reviews (WBR). My monthly responsibilities included updating team stats, reviewing performance, creating invoices per LOB, and compiling incentive data.

Recently, I have further expanded my skills by enrolling in courses to become a Virtual Assistant and have obtained relevant certifications. I am eager to apply my diverse skill set and years of experience to contribute to your company and would be grateful for the opportunity to join your team.