Sandi Fernandez
SUMMARY
Dynamic Medical Virtual Assistant with over 8 years of experience in healthcare
support and administrative roles. Demonstrated proficiency in managing high
volumes of patient communications, executing comprehensive insurance
verifications, and enhancing operational efficiency. Successfully coordinated new
patient onboarding, resulting in improved patient satisfaction scores. Leveraging a
strong communication and organizational skill set, ready to contribute to a forwardthinking healthcare organization.
WORK EXPERIENCE
Medical Virtual Assistant
ORANGE COAST PSYCHIATRY
07/2024 – 10/2025, Cebu City
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Provided exceptional administrative support to patients, providers, and both
internal and external stakeholders.
Efficiently managed a high volume of emails and inbound/outbound calls,
addressing patient inquiries, scheduling, rescheduling, cancellations,
medication, and billing issues.
Solely coordinated and scheduled new patient appointments, offering
guidance on intake forms and ensuring their completion.
Conducted thorough chart reviews and performed accurate insurance
verifications to facilitate seamless patient service delivery, resulting in timely
submissions of insurance claims.
Handled insurance verifications and prior authorizations to ensure smooth
facilitation of patient care.
Recruitment Specialist
TALENT HERO LLC
03/2024 – 11/2024, Remote
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Sourced remarkable candidates to fulfill various IT roles, proactively
identifying solutions to enhance the recruitment process.
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Strategically identified and recruited qualified candidates across platforms
such as LinkedIn, JobStreet, and online job boards, addressing the dynamic
hiring needs of diverse client accounts.
Administered structured initial interviews to evaluate candidates’
communication skills, experience, and suitability for outsourced roles,
ensuring alignment with both client expectations and job requirements.
Facilitated client-specific skills assessments (both technical and nontechnical) to effectively screen candidates for job readiness and role
compatibility.
Collaborated closely with operations and account managers to ensure
successful placements, enhancing client satisfaction with recruitment
outcomes.
Established and nurtured a strong talent pipeline, enabling expedited
responses to urgent staffing requests.
Operations Manager for Sales
NEXT LEVEL AGENCY
11/2023 – 04/2025, Remote
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Oversaw the daily operations of the sales team, including workforce planning,
staff scheduling, and performance monitoring, ensuring alignment with
business goals and consistent achievement of sales targets.
Implemented sales policies and standard operating procedures, maintaining
high service quality while streamlining operations to support compliance with
company standards.
Monitored sales performance metrics, identified areas for improvement, and
collaborated with team leads to develop actionable strategies that enhanced
productivity and revenue generation.
Acted as the central communication point between internal departments and
external stakeholders, ensuring timely resolutions of operational concerns and
maintaining robust cross-functional collaboration.
Mentored and trained sales staff, fostering improved team efficiency, morale,
and customer engagement quality.
Conducted regular operations and performance reviews to align sales
strategies with broader business objectives.
Virtual Assistant
TRONICS COMMUNICATION
01/2019 – 08/2023, Remote
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Managed client support, internal coordination, and monthly bank
reconciliations, contributing to improved operational efficiency and
satisfaction.
Served as the primary liaison between clients and internal teams, efficiently
resolving billing, system, and technical concerns.
Streamlined communication channels with stakeholders across departments
to facilitate smoother coordination of administrative processes and enhance
internal workflow efficiency.
Executed accurate monthly bank reconciliations, maintaining 100%
compliance with accounting standards.
Proactively identified and resolved recurring client issues.
Medical Virtual Assistant
RENEWED MENTAL HEALTH GROUP
04/2016 – 03/2019, Remote
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Streamlined patient support operations by managing high-volume
communications, coordinating new patient onboarding, and ensuring accurate
insurance verification and claims processing, resulting in improved care
delivery and administrative efficiency.
Handled high-volume patient communications (emails and calls), efficiently
addressing inquiries related to scheduling, billing, medications, and care
coordination, thereby improving response times and patient satisfaction.
Independently managed the intake and onboarding of new patients, guiding
them through form completion and ensuring all documentation was accurately
submitted before appointments.
Conducted comprehensive chart reviews and insurance verifications, helping
reduce billing errors and ensuring eligibility prior to services, which enhanced
patient experience and minimized claim rejections.
Facilitated accurate and timely submission of insurance claims, ensuring
compliance with payer requirements and accelerating reimbursement
timelines.
Managed prior authorization processes with precision, reducing delays in
patient treatment and contributing to smoother care delivery.
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Enhanced overall administrative efficiency by proactively identifying process
gaps in patient intake and communication workflows and implementing
solutions to streamline operations.
Amazon/Shopify Virtual Assistant
BEST BEARD STUFF
01/2016 – 04/2020, Remote
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Oversaw buyer communications, listing creation, and compliance tasks,
collaborating with operational teams to ensure seamless e-commerce
workflows and address customer concerns across multiple channels.
Managed buyer messaging, promptly responding to reviews/feedback and
troubleshooting listing issues in accordance with Amazon's policies.
Executed listing creation through both individual and bulk uploads using flat
files, managing tasks such as category correction, ungating, and compliance
documentation.
Collaborated with operational teams including supply chain and fulfillment to
support seamless e-commerce workflows.
Addressed buyer and customer concerns via email, chat, and phone regarding
service recovery, returns, refunds, and other issues.
Program Supervisor
FOCUSINC INCORPORATED
11/2013 – 08/2016, Davao City, Philippines
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Led and coached a high-performing team to exceed KPIs, enhancing client
satisfaction and operational efficiency while reducing attrition, managing
escalations, and driving process improvements.
Directed a team of 25 virtual assistants, consistently meeting or surpassing
KPIs.
Implemented performance coaching and client feedback strategies, resulting
in a 100% improvement in client satisfaction scores.
Managed escalations and client communications, ensuring high levels of
client satisfaction and effective issue resolution.
Conducted regular performance reviews and root cause analyses to identify
trends and develop targeted action plans.
Collaborated with workforce management and quality teams to align
schedules, monitor productivity, and uphold service levels.
Monitored real-time service metrics and implemented corrective actions as
necessary.
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Successfully launched new campaigns or service lines, ensuring smooth
transitions and full compliance with client requirements.
Product Ready Trainer
CONVERGYS PHILIPPINES
04/2012 – 04/2013, Davao City, Philippines
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Delivered comprehensive training programs that ensured agent product
readiness, enhanced performance, and supported successful account launches
through tailored, compliance-aligned initiatives.
Facilitated new hire and upskill training programs, ensuring agents were fully
prepared and met certification benchmarks.
Updated training materials, aligning content with client requirements, product
updates, and quality standards.
Collaborated with operations and QA teams to identify skill gaps and develop
targeted refresher courses.
Monitored trainee performance and provided coaching, leading to expedited
ramp-up times and reduced attrition rates.
Supported successful account launches and product rollouts by delivering
timely tailored training to meet go-live deadlines.
Maintained training compliance and documentation standards, ensuring audit
readiness and knowledge traceability.
Customer Service Representative
CONVERGYS PHILIPPINES
09/2009 – 11/2013, Davao City, Philippines
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Delivered exceptional customer support for Macys.com by handling highvolume inquiries across various channels, consistently exceeding KPIs and
GSAT targets, while contributing to process improvements and overall
customer satisfaction.
Managed significant inbound and outbound customer interactions via phone,
email, and chat, providing timely and accurate support for orders, returns,
billing, and product inquiries.
Resolved customer concerns efficiently, including order tracking, refunds,
exchanges, and loyalty program issues, while maintaining a professional and
empathetic demeanor.
Collaborated with support teams and supervisors to escalate and resolve
complex customer concerns promptly, ensuring satisfaction and quick
turnaround times.
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Maintained data privacy, adhering to company policies and ensuring
compliance with Macy's standards and customer trust.
Contributed to knowledge base updates by providing feedback on recurring
customer issues and recommending process improvements.
EDUCATION
Bachelor of Science - Psychology
Southwestern University - PHINMA
