Victor Feb Calunangan

VICTOR FEB CALUNANGAN Healthcare Support | Virtual Medical Assistant | Medical Receptionist | Customer Service Representative 📍 Philippines | 📧 victorfebc@gmail | 💻 Remote-Ready CORE COMPETENCIES Appointment Scheduling & Calendar Management, HIPAA Compliance Insurance Verification (Commercial, Medicare, Medicaid) Inbound & Outbound Patient Calls, EMR & Documentation ICD & CPT Familiarity, Quality Assurance & Process Improvement Patient Escalation Handling, Time Management & Multitasking TECHNICAL SKILLS Microsoft Office | Google Workspace | Data Entry Email & Calendar Management | EMR Support Social Media Management | Meta Business Suite PROFESSIONAL SUMMARY Healthcare support professional with over 5 years of experience in medical call centres, virtual clinic environments, and customer service roles. Expert in appointment scheduling, patient coordination, inbound and outbound calling, customer service support, and call centre sales performance. Skilled in insurance verification, HIPAA compliance (and equivalent privacy standards), quality assurance, and escalation of clinical concerns to optometrists and specialists. Demonstrated success in optimising physician schedules, resolving complex enquiries, supporting telehealth operations, and driving positive patient outcomes in high-volume remote settings. WORK EXPERIENCE REMOTE RECEPTIONIST & SCHEDULE MANAGEMENT BLINK EYE CLINIC – AUSTRALIA | JUNE 2025 – FEBRUARY 2026 Managed inbound calls, assisting patients with appointment bookings, rescheduling, and cancellations. Escalated urgent or complex ophthalmic concerns to specialists and optometrists as appropriate. Conducted outbound calls to confirm, book, reschedule, or cancel appointments. Coordinated and optimized the doctor’s schedule in accordance with clinical specifications, ensuring efficiency and minimal gaps. PERSONAL SKILLS Critical thinking Effective communication Adaptability and flexibility Dependability and Reliability Attention to detail Proactive Time management Problem solving abilities Resourceful Patience Professionalism Positive outlook WORK EXPERIENCE QUALITY CONTROL ANALYST & TEAM LEADER PICNICHEALTH PHILIPPINES | MAY 2019 – APRIL 2022 Led quality assurance initiatives to improve service accuracy and workflow efficiency. Conducted call audits, process calibrations, and performance evaluations. Delivered coaching sessions and created action plans for performance improvement. Analyzed quality data to identify trends, defects, and operational improvement areas. Collaborated with clients during weekly meetings to support ongoing projects. Multitasker Organized Leadership CUSTOMER SERVICE REPRESENTATIVE CONVERGYS | JULY 2016 – JULY 2018 Addressing questions and concerns from customers via phone, email, chat, or in-person, ensuring prompt and accurate responses to enhance customer satisfaction Engaged in sales. Upselling products. Handled billing ang technical support. CERTIFICATIONS 360 VMA Virtual Medical Assistant Certification HIPAA Certification and HIPAA Awareness Training