MEDICAL VIRTUAL ASSISTANT

Handled inbound customer service calls for Comcast, focusing on troubleshooting and resolving issues related to internet, cable TV, and phone services. Guided customers through technical steps to restore service, configure equipment like modems and routers, and address connectivity or signal problems. Delivered clear, patient, and efficient support, ensuring customer satisfaction and minimal downtime. Maintained accurate documentation of each interaction while meeting performance metrics in a fast-paced call center environment.

Provided frontline support to members with inquiries about their Prescription Drug Plans, including medication coverage, copays, prior authorizations, and pharmacy network issues. Assisted callers in understanding their benefits, resolving claim concerns, and navigating insurance processes with clarity and empathy. Ensured compliance with HIPAA regulations while documenting each interaction accurately in the system. Maintained high customer satisfaction by delivering efficient, respectful, and solution-focused service in a high-volume call center environment.

Managed patient records and maintained accurate, up-to-date information in the system Scheduled and coordinated patient appointments, ensuring efficiency and proper follow-ups Processed referrals, insurance claims, and prior authorizations promptly Handled medication refill requests and coordinated with pharmacies and healthcare providers Verified insurance coverage and assisted with eligibility and benefits inquiries Ensured compliance with HIPAA regulations and maintained strict patient confidentiality Communicated effectively with patients and providers to resolve inquiries and support care coordination