Katreena Louise Orzales

KATREENA LOUISE ORZALES CLIENT SERVICES COORDINATOR QUALITY ANALYST WORK EXPERIENCE Client Services Coordinator March 2024 – October 2025 | Healthybos Global Act as primary liaison between clients and operations teams to ensure high satisfaction. Manage KPIs, reporting, and operational deliverables. Coordinate cross functional collaboration and support training ABOUT ME material development. Results-driven professional with nearly 10 years Improve processes, analyze data, and identify service gaps. of experience supporting EHR/EMR systems, Support change management and program rollouts. client relations, and customer service operations. Skilled in project coordination, data analysis, process optimization, and KPI reporting. Recognized for training and leading teams, fostering cross-functional collaboration, Quality Analyst (DME Supplies) Sept 2021 – Feb 2024 | Healthybos Global Led process calibration sessions with operations and client stakeholders. Provided process guidance to ensure alignment with client and delivering exceptional performance in fast- directives. Managed audit updates across internal platforms and paced environments. Adept at leveraging data- client databases. driven insights to enhance operational efficiency Analyzed quality trends and reports to identify improvement and service quality. areas. Recommended program enhancements and conducted root cause analysis. EDUCATION Assessed agent performance to drive compliance,efficiency, and effectiveness. University of the Philippines Manila Bachelor of Science in Pharmacy Assist with new program start-ups and training material 2013 - 2016 updates through Talent LMS and ensuring completion of development in coordination with corporate training team. Support change management initiatives by overseeing rollout of knowledge check SKILLS • Client Relations & Customer Service • Project Coordination & Data Analysis Administrative Assistant (DME Supplies) Mar 2021 – Aug 2021 | Healthybos Global Handled insurance verification, account documentation, and pre- • Process Improvement & KPI Reporting authorization processing. • Email & Calendar Management Conducted outbound calls to providers, patients, and insurance • Insurance Verification & Medical Records • Billing and Prior Authorization • Microsoft Office, Google Workspace • Canva, AI Tools companies. Managed medical record requests and ensured compliance with guidelines. Claims Analyst Jan 2021 – Feb 2021 | Express Scripts Processed workers' compensation pharmacy and medical claims. Conducted state-mandated audit preparation and data entry. Ensured accuracy and compliance in claims processing. Transaction Processing Associate IV Dec 2016 – Dec 2020 | Medicare Part D Analyzed clinical updates and created reports. Coordinated installation activities and risk escalations. Managed benefit renewals, formulary updates, and client requests.