Jovan Lester P. Luna

I have worked in a Business Process Outsourcing Industry for 8 years, out of which I was an Assistant Manager for 4 years for a US Healthcare account. Where, I have handled a team of 13-15 customer service representatives which primarily drove their performance in meeting the client’s KPIs thru one-to-one (coaching), huddle, and provided them with constant real-time feedback. I am a HIPPA compliant course trained which was being done annually.

I have handled the majority of the mid-west and eastern territories of the United States of America in the Healthcare Industry. I handled both inbound and outbound calls from patients, healthcare providers, pharmacies, and other healthcare insurance carriers.

Have in-depth knowledge and expertise on medical terminologies, processes, and workflows in which I handled medical benefits and claims inquiries, authorizations and referrals, and even pharmacy benefit inquiries. In addition, I handled escalation, supervisor, and manager calls, on top of managing and mitigating high-level client escalations.