Roxanne Marie Magante

ROXANNE MARIE R. MAGANTE, RN HEALTHCARE VIRTUAL ASSISTANT PERSONAL PROFILE I am a registered nurse with one year clinical nursing experience. My six years BPO background mainly revolves around the Healthcare Industry such as insurance verification, pre-authorization, billing and data collection from medical representatives. I can work remotely and well motivated to ensure that I hit my goals every time. As a I have been also a Team Leader, I know how to prioritize things and get things done on time. HEALTHCARE VIRTUAL ASSISTANT SKILLS LIVE CHARTING Live scribing of SOAP Notes Sending Referral, Lab & Imaging requests Composing of Medical/Physician's Letters ADMINISTRATIVE ROLES Management & preparation of charts Uploading of charts from Updox to EHR such as Practice Fusion Prior Authorization Scheduling & confirming appointments Calling patients for instructions & reminders on medications Phone reception service Responding & sending medical records request thru phone calls or fax MEDICAL TRANSCRIPTION Transcribing, editing & proof reading EMPLOYMENT HISTORY TATA Consultancy Services September 11, 2019 to February 14, 2020 Senior Process Associate – Insurance Verification Verifies member’s eligibility, benefits and coverage for Federal and Commercial Insurances via website or phone call Coordinates with the insurance for any remaining patient’s responsibilities Determines prior authorization requirements before provision of services Identifies Coordination of Benefits for billing purposes Handles escalated orders for urgent shipment requests Responsible in updating the database with member’s policy or coverage details Hindustan Computer Limited (HCL) Technologies January 8, 2018 to August 13, 2019 Team Leader – Insurance Verification Process Physician's order for Durable Medical Equipment Pre-qualifies all documents (medical history, face to face visits, prescription, authorization and referrals) prior to shipment of order Verifies with the insurance (Federal & Commercial) coverage, eligibility & benefits thru website or phone calls Does HIPAA verification at the start of the call in protection of patients information & confidentiality Communicates with the Doctor’s office & patient for any missing documents Sends authorization requests to insurance if required prior to delivery Contacts customer for order completion or follow-ups Discusses the Sales Services Agreement & answers customer related queries Updates patients medical records and information in the database Manages team’s daily/weekly/monthly workload allocation Ensures that all intakes are processed within the given Service Level Agreement with internal/external clients Provides training to team members with regards to documentation review & all processes related Ability to formulate trends and interpret information to provide recommendations based on the current team’s gaps/needs. Reports creation & presentation to internal and external clients Ensures that timely calibration is done every week with onshore team to communicate process updates to team members PERSONAL SKILLS Can handle customer queries and escalations Ability to work under pressure and multi-task Punctual in meeting deadlines Can communicate and attend to customer & client needs in a rightly manner Well-organized, eager to learn and pro active Ability to formulate trends and reports Resolve conflicts while maintaining internal /external relationships Flexible in working during shifting hours Can follow directives and still delivery quality results Proficient in English Language in both oral & written Knowledgeable in medical terminologies and procedures Expert in dealing with US Insurances (Federal & Commercial) Certified Microsoft Office Specialist Knowledgeable in Adobe Photoshop & Adobe Illustrator ACADEMIC PROFILE Perpetual Help College of Manila June 2007 - March 2011 Bachelor of Science in Nursing CERTIFICATES Hello Rache Healthcare Virtual Assistant Certification HIPAA Certification IV Therapy Training Certification Basic Life Support: CPR/AED Certification Basic Life Support: CPR - Adult and First Aid Certification Mental Health & Psychiatric Nursing Course Certification Monitoring team members through Key Performance Indicators & providing necessary timely performance evaluations thru coaching sessions Ensures constant communication with clients & responds in a timely mannerIdentify process improvement opportunities within the team’s process Ensures company policies & internal agreements are strictly implemented & provides corrective actions when necessary Senior Customer Support Associate – Billing Handles inbound calls for Billing queries Discusses with the customer any open balance (breakdown) on the account Process payments over the phone Explains to the customer about the claim & denial reasons of the payments coming from the insurance Discusses the explanation of benefits from the insurance Communicates with the escalation team or shore for any possible disputes on the charges QuintilesIMS March 29, 2016 to November 17, 2017 Team Leader - Data Collection Coordinates the recruitment of panel of healthcare professionals, maintaining a high participation rate, a high renewal rate & high quality of collected data Performs all daily panel management tasks including re-enlistment, follow-up or actual data collection, & recruitment to satisfy defined project panel respondents targets Assigned as the team POC and responsible for monitoring daily web stats as well as the reporting trends of the participants Determines the specialties that needs special attention & coordinates it with the panel administrators Receives and process incoming calls or emails from participants (queries and requests) Formulates new strategies for the improvement of the team process Creates monthly production calendar Sykes Asia Inc. January 21, 2014 to March 18, 2016 Customer Service Representative Provisioning of telephone numbers from one telecommunication carrier to another in an order entry level. Act as assistant team lead and responsible for the allocation of team’s daily workload. Respond to customer’s escalations thru email Creates weekly & monthly summary reports Monitors team's poductivity National Center for Mental Health January 1, 2013 to December 31, 2013 Registered Nurse - Psych Ward Performs physical examination and health histories Delivers instant care during medical emergencies Provides health promotion, disease prevention, counseling & education Administers medications, wound care & numerous interventions/treatments Coordinates care in collaboration with other healthcare professionals Does vital signs monitoring Assists Doctors when conducting Electro Convulsive Therapy (ECT) and provide aftercare to the patients Assess patients condition thru one on one therapeutic communication Assists patients with their daily routines (eating, bathing, etc) Conducts vaious activities for the patients