Rose Mary Mae

ROSE MARY MAE RICAFRENTE - |-| Marinduque, Philippines PROFESSIONAL SUMMARY Driven and resourceful professional with more than 4 years of expertise in customer service and patient interactions. Professional with a calm demeanor who handles challenging and stressful situations with ease and effectiveness. Strong belief in importance of resilience and dedication in delivering comprehensive and courteous service, ensuring utmost client retention and satisfaction. WORK EXPERIENCE. Omega Healthcare Management & Services Inc. Healthcare Executive07 2020 – 12 2023 Improved patient engagement and satisfaction through answering phones, collections of payments, process insurance claims for patients, address inquiries from patients about medical care and benefits, and point patients in the direction of the right places for more help with their problems. Acted as a liaison between the patients and the health center, forwarding calls to other departments as necessary, demonstrating careful judgment when handling calls—especially those involving urgent issues—and finding prompt, effective solutions to problems. Understand when a call needs to be escalated to the manager. Streamlined patient eligibility verification. Consistently ranked as a top performer, reaching remarkable call handling targets and metrics, which made me the team’s trusted Point of Contact (POC). Concentrix Customer Service Representative 12 2019 – 04 2020 Booking.com Demonstrated excellent customer service in assisting customers in terms of cancellation, modification of hotel bookings, resolve guest’s relocation issues, disputes, and payments concerns. Walmart.com Established a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy, efficiency, courtesy, and knowledge. Answering inquiries from customer through phone call about products availability, pricing, delivery options, order status, shipping rates, billing issues, return policies. Coordinate with shipping carriers to ensure the safe delivery of all packages. Demonstrated knowledge of computer components to assist customers with technical questions as needed. EDUCATION Nueva Vizcaya State University06 2014 – 06 2018 Bambang, Nueva Vizcaya, Philippines Bachelor of Science in Hotel and Restaurant Management SKILLS Hard skills MS Office Suites: Proficient in Word, Excel, OneNote, PowerPoint and Outlook Communication Tools: Email: Gmail, Outlook, Yahoo Mail Instant Messaging: Teams, Hangouts, Skype, Viber, Telegram Video Conferencing: Zoom, Meet, Microsoft Teams Proficient in EHR Systems such as eClinicalWorks and EPIC Familiarity with SaaS such as Canva, Slack, Google Workspace, Zoom, Livevox, Citrix. Proficient in Eligibility Verification Systems such as PROMISE, Navinet, and UPMC Health Plan. Soft skills Customer Service Adaptability Time Management Strong Work Ethic Multitasking skills Critical Thinking Organizational skills Problem Solving Creativity Fast Learner CERTIFICATES/AWARDS. Top Agent Best in Quality Quarterly Star of Jan Feb March 2023 – Patient Calling Compliance Awareness Training and Assessment – 2023 Medicare Part C & D General Compliance & Medicare Part C & D Fraud Waste and Abuse Training – 2023 Phishing Awareness Training 2023 Rose Mary Mae Ricafrente Applicant