Mazelyn Abad

MAZELYN ABAD PROFESSIONAL SUMMARY Detail-oriented Client Support Representative with over 4 years of experience supporting healthcare providers, patients, and billing teams through EMR systems, appointment coordination, and clinical workflow assistance. Proficient in Athena EMR, patient scheduling, insurance verification, and medical documentation support. Known for e iciently resolving complex patient and billing concerns while maintaining strict HIPAA compliance. Adept at delivering high-quality remote administrative and clinical support in fast-paced healthcare environments. CORE SKILLS  Athena EMR & Clinical Workflows  Medical Virtual Assistance  Appointment Scheduling & Calendar Management  Insurance Verification & Claims Review  Patient Onboarding & Record Management  Medical Billing Support & EOB Review  Clinical Documentation Assistance  HIPAA Compliance & Data Privacy  CRM Tools (Salesforce)  Technical Troubleshooting (Medical Devices & Apps)  Strong Patient Communication & Problem Resolution PROFESSIONAL EXPERIENCE SENIOR CLIENT PARTNER – OPERATIONS (Healthcare Account) Access Healthcare Services | 2022 – Present Provide virtual support to healthcare providers and sta using Athena cloud-based EMR, ensuring smooth clinical and administrative operations. Key Responsibilities & Achievements:  Manage inbound patient and billing inquiries, insurance claims, and payment verification  Identify and resolve billing discrepancies, duplicate postings, and overpayment issues  Guide providers through EOB reviews, claim resubmissions, and posting adjustments  Generate customized healthcare reports for providers and practice administrators  Verify provider credentials and payer enrollment updates  Troubleshoot scheduling issues and optimize calendar workflows  Support Time-of-Service payments and CCP (Credit Card Plus) processing  Maintain strict HIPAA compliance during all patient interactions Clinical Support Functions:  Assist providers with patient scheduling, onboarding, and record management  Support clinical documentation, templates, and encounter submissions  Troubleshoot e-prescribing and EMR navigation issues  Educate sta on system workflows, compliance, and best practices  Coordinate with IT to resolve clinical system issues  Generate patient summaries and care reports  Ensure complete and accurate patient documentation in EMR CUSTOMER SERVICE REPRESENTATIVE – FINANCIAL ACCOUNT Ameriprise Financial – SYKES Makati | 2020 – 2022  Handled client inquiries regarding brokerage accounts and financial transactions  Resolved account discrepancies and service concerns  Verified account security and processed transaction requests  Assisted clients with password resets and account navigation  Collaborated with internal departments to ensure accurate issue resolution TECHNICAL CUSTOMER SERVICE REPRESENTATIVE – MEDICAL DEVICE SUPPORT OneTouch – SYKES Alabang | 2018 – 2020  Provided technical and patient support for glucometers and diabetes supplies  Guided patients, doctors, and nurses on proper device usage  Assisted with syncing devices to mobile/web apps and healthcare systems  Troubleshot device, app, and software issues used in clinics and hospitals  Supported patients in reading, recording, and transmitting glucose results OTHER EXPERINCE     PROPERTY MANAGEMENT CONSULTANT – Tivoli Gardens | part-timer 2013 – present TELESALES ASSOCIATES - Concentrix Alabang | May – September 2018 EVENT COORDINATOR - Fancy That Manila | 2010 – 2015 SHOWROOM ASSOCIATE - Charlie L. Ching Marketing Ventures | 2004 – 2006 EDUCATION Bachelor of Science in Psychology Far Eastern University | 1999 – 2003 Bachelor of Science in Foreign Service Lyceum of the Philippines | 1996 – 1999 ADDITIONAL QUALIFICATIONS  Extensive experience supporting US healthcare accounts  Strong knowledge of insurance claims, EOBs, and patient billing workflows  Skilled in remote coordination with providers, sta , and patients  Excellent communication, empathy, and problem-solving abilities