Quality analyst, Customer Service Specialist, Virtual Assistant

I was in charge of handling insurance members` concern when it comes to their eligibility as well as the benefits that they have specifically for their prescription drugs . In any case that I was not trained to a specific sector like authorization , it`s my responsibility to transfer to them to the designated department who are trained to handle their concern.

I was able to listen actively to the information provided by the customer and at the same time, taking notes for documentation purposes . I was also in charge of listening to my colleagues` calls and provide my own opinion and coaching opportunities to my colleagues, especially if its a failed audit from the QA or a negative feedback from the customers .

being a quality analyst for more than a year makes me develop and improve my critical thinking skills and analysis in-line with the guidelines provided to ensure accuracy and consistency especially that I was on a content moderation sector , where reviewing content as a quality analyst requires deep critical thinking and judgement. I'm also trained to listen to calls and provide feedback and coaching opportunity if necessary since quality is also a priority especially that I was on a healthcare sector back then .

I was in charge of receiving calls from US providers calling in regard to their patients insurance information, like eligibility , benefits , and claims. It was also my responsibility to check for the benefit information for a certain cpt codes , diagnosis codes, as well as the copay/coinsurance that the members needs to pay .

I was actually a quality analyst on a content/social media moderation , but technically my tasks were almost the same as the agents , wherein I was also manually reviewing contents and use critical analysis and thinking , while referencing the guidelines provided . Aside from that , I was also in charge of facilitating meetings where the other support members will review contents and provide insights .