Prior Authorization Specialist | Medical Virtual Assitant

In my previous roles, I have gained hands-on experience with appointment setting as part of providing efficient and organized support to both patients and clients. I handled scheduling requests through phone, email, and internal systems, ensuring appointments were properly booked, confirmed, rescheduled, or canceled according to availability and urgency. At Optum, I worked closely with providers and patients to coordinate follow-up calls or prescription reviews, which often involved arranging time slots that matched both patient availability and provider schedules. I also verified key information such as insurance eligibility and prescription status before finalizing appointments. Additionally, I’m comfortable using scheduling tools, CRM platforms, and calendar systems, and I understand the importance of maintaining accuracy, patient confidentiality, and timely communication throughout the process.

In my previous customer service roles, I provided essential support to sales teams by handling backend tasks that helped streamline the sales process and enhance the customer experience. My responsibilities included responding to product or service inquiries, assisting with order processing, verifying client information, and ensuring accurate documentation in the CRM system. At Alorica, I regularly interacted with customers to address questions related to service plans, billing, and upgrades—helping convert inquiries into sales opportunities. I also supported retention efforts by resolving concerns and offering suitable alternatives when clients were at risk of canceling services. While not in a direct sales role, my work contributed to meeting team sales targets through exceptional customer support, quick turnaround times, and upsell opportunities identified through conversation. I understand how sales and support work hand-in-hand and pride myself on delivering consistent, reliable service that builds customer trust and satisfaction.

I have over 2 years of experience providing customer support in both healthcare and general service environments. At Optum, I worked as a Pharmacy Help Desk Representative, assisting providers and members with prescription claims, prior authorizations, and benefit verifications. This role required clear communication, a strong understanding of pharmacy operations, and strict compliance with HIPAA regulations. I handled high call volumes while ensuring accuracy, empathy, and efficiency. Prior to that, at Alorica, I served as a Customer Service Representative, supporting U.S.-based clients by resolving billing issues, account concerns, and service inquiries. I consistently met performance metrics such as call resolution time, customer satisfaction, and quality assurance standards. Through these roles, I’ve developed strong problem-solving skills, the ability to remain calm under pressure, and a commitment to providing a positive customer experience in every interaction.