Moureen Owich | Freelancer Resume

Ndika Moureen Owich 📍 Nairobi, Kenya | ⏰ EAT (GMT+3) & US Time Zones 📧Email | 📞 - | LinkedIn 💻 MSI Thin GF63 (Intel i5, 16 GB RAM) | Fiber Internet + Backup Power PROFESSIONAL SUMMARY Customer-focused Medical Virtual Assistant & Executive VA with 2+ years of remote call-center experience in high-volume healthcare environments. Expert at triaging inbound/outbound calls, navigating EMRs (AthenaHealth, Cerner, Epic), verifying insurance eligibility, and scheduling patient appointments—always with HIPAA-compliant precision. A calm, empathetic communicator who resolves inquiries, streamlines front-desk workflows, and enhances patient satisfaction by up to 40%. Relatable, relevant, and real—delivering seamless virtual support that speaks to both hearts and minds. CORE COMPETENCIES & TOOLS ● Call & Chat Support & Triage (Inbound / Outbound) ● EMR Systems: AthenaNet, Cerner, Epic, NextGen ● Insurance Verification & Billing Documentation ● Appointment Scheduling & Calendar Management (Google Calendar, Outlook) ● Data Entry & Record Management (Google Sheets, MS Excel) ● HIPAA Compliance & Confidentiality ● Customer Relationship Management (Salesforce, HubSpot) ● Support Platforms: Zoom, Slack, Microsoft Teams, Email ● SOP Creation & Process Improvement (Confluence, Google Docs) PROFESSIONAL EXPERIENCE Medical Virtual Assistant | LYMOL MEDICAL CLINIC Sep 2022 – Apr 2023 ● Triaged 50+ daily inbound/outbound calls between patients, providers, and insurers—resolving inquiries with 98% first-call resolution. ● Navigated EMR systems (Practice Fusion, AthenaHealth) to obtain medical histories and update patient records with 100% accuracy. ● Verified insurance eligibility and co-pay responsibilities, reducing prior-authorization delays by 30%. ● Scheduled & managed 200+ patient appointments weekly, optimizing clinician calendars and reducing no-show rates by 15%. ● Authored SOPs for intake workflows, cutting patient onboarding time by 35% and ensuring consistent staff training. Executive Virtual Assistant | KapWrestling LLC / Virtual Worker Now (US Client) Jan 2022 – Jan 2025 ● Managed high-volume email inboxes (Gmail, Outlook) and complex calendars across US time zones, cutting scheduling conflicts by 90%. ● Coordinated Zoom-based coaching calls and webinars, handling all technical setups and attendance tracking with zero downtime. ● Drafted and dispatched client communications and follow-ups, boosting response rates by 25%. ● Created and maintained SOPs in Confluence, standardizing workflows for cross-functional teams and increasing operational efficiency by 30%. Public Health Officer | Ministry of Health, Busia County, Kenya Nov 2021 – Present ● Led community hotline operations, responding to 100+ referral calls weekly and connecting callers with appropriate health resources. ● Optimized digital reporting systems, transitioning from paper to eCHIS/DHIS2—speeding data entry by 80% and freeing 8 hrs/week for frontline staff. ● Coordinated stakeholder communications and weekly virtual meetings via Google Meet and WhatsApp, maintaining 100% project follow-up rates. EDUCATION & CERTIFICATIONS Master of Public Health (Applied Epidemiology) (Ongoing) Amref International University, Kenya Bachelor of Arts in Psychology, Armed Conflict & Peace Studies University of Nairobi, Kenya Certifications: ● HIPAA & HITECH Compliance Training ● ALX Africa Virtual Assistant Program ● Medical Billing & Coding (Alison) ● Medical Assistant (Udemy) PERSONAL BRANDING: THE 3 R’S ● Relatable: I connect with patients and executives alike through empathetic, clear communication. ● Relevant: I stay aligned with healthcare best practices, HIPAA regulations, and today’s telehealth trends. ● Real: Authenticity beats perfection—I admit challenges, seek solutions, and grow from every interaction.