Dedicated Medical Virtual Assistant with Expertise in Prior Auth and Patient Coo

Responsible in reviewing and uploading prior authorization documents, verifying patient information, tracking approvals, updating logs and databases, organizing records, and coordinating with providers and insurance portals. Ensured all submissions were accurate, on time, and compliant with HIPAA standards

Home Health Scheduler - I Accurately interpreted and followed visit frequency (e.g., 2W2, 3W1) to ensure correct plotting of visits - Monitored and updated patient schedules based on authorization limits and remaining visits - Managed calendar scheduling in alignment with episode periods and recertification timelines to avoid missed or excess visits - Ensured proper plotting of visits within the certification period to prevent follow-up visits (uncovered or excess visits) - Coordinated with clinicians and field staff to adjust schedules based on patient needs and authorization updates - Cross-checked authorization details before scheduling to ensure all visits are covered and compliant - Updated scheduling in EMR system that we used (WELL SKY/ KINNSER) with accurate visit dates and changes in real-time - Identified scheduling discrepancies (e.g., over- or under-plotting of visits) and corrected them proactively - Maintained organized tracking of patient schedules, authorization validity, and episode timelines

Prior Authorization Specialist (Home Health) - I managed and monitored 100+ patient authorizations weekly for services including PT, OT, ST, MSW HHA and SN - Processed prior authorization and re-authorization requests, ensuring timely submission before expiration - Coordinated with insurance providers such as Kaiser Permanente for approvals, extensions, and follow-ups - Reviewed patient charts to verify medical necessity and completeness of documentation prior to submission - Uploaded approvals, referrals, and supporting documents in WellSky/Kinnser EMR system - Tracked authorization validity, visit utilization, and identified missing or expired authorizations - Proactively resolved authorization issues to prevent delays or disruption in patient care - Communicated regularly with scheduling and clinical teams regarding authorization status and visit coverage - Maintained organized logs for pending, approved, and expired authorizations - Handled urgent cases and escalations with strong attention to detail and time management - Demonstrated ability to multitask in a fast-paced environment while maintaining accuracy and efficiency

Chat Support Representative - Provided real-time chat support to our customers assisting with inquiries, concerns, and issue resolution in a professional and timely manner - Handled high-volume conversations simultaneously while maintaining accuracy and quality of responses - Delivered excellent customer service to our Australian-based clients, ensuring clear communication and customer satisfaction - Resolved customer concerns efficiently by identifying issues, providing appropriate solutions, and escalating when necessary - Maintained detailed and accurate records of customer interactions in internal systems - Followed company guidelines, scripts, and processes while adapting responses based on customer needs - Demonstrated strong written communication skills, ensuring clarity, empathy, and professionalism in every interaction - Collaborated with internal teams to address complex concerns and improve customer experience

I Worked in Sales for a Telco account before, offering mobile phones, data plans, internet services, and roaming packages. Assisted customers in choosing the best plans based on their needs, explained features and promos, and processed orders efficiently while ensuring a great customer experience.

I Worked as a Customer Service Representative in the Telco industry and in Department Store, assisting customers with a variety of concerns — from product and service inquiries (like mobile phones and internet plans) to technical support and billing issues. I handled calls, emails, and chats, making sure each customer got clear and helpful solutions. I also provided updates, processed requests, and ensured a smooth experience whether they were asking about a new service or troubleshooting a connection problem.