Executive Assistant | Healthcare & Customer Service VA

Passionate Healthcare Associate with 4 years of BPO experience delivering patient and provider support across appointments, prior authorizations, billing and claim inquiries, and procedure coordination. Skilled in managing multi‑channel communications -chat, email, and inbound calls , while conducting quality audits to ensure compliance and service excellence. Recognized for maintaining accuracy, empathy, and efficiency in every interaction, consistently meeting client expectations, achieving company objectives, and driving customer satisfaction.

Provided accurate updates on prior authorization requests, including coverage eligibility, approval outcomes, and denial reasons. Ensured clear communication and guidance to members while maintaining compliance with healthcare standards.

Handled calls and chat inquiries from insurance members, providing accurate information regarding insurance coverage, in‑network providers, and participating pharmacies. Ensured clear communication, attention to detail, and compliance with company standards to deliver excellent customer service and support.

Provided real‑time support to insurance members through chat, addressing inquiries on coverage details, ID card requests, in‑network providers, participating pharmacies, claims, and billing information. Ensured accuracy, clarity, and compliance while delivering excellent member service.

Experienced in managing healthcare insurance communications by drafting and sending accurate emails to members regarding their eligibility status, coverage details, and provider information.

Guided insurance members in paying premiums using company tools, ensuring accurate posting and smooth transactions. Assisted members in settling their patient responsibility for medical claims by coordinating directly with providers, delivering clear communication and support to improve the payment process and member satisfaction.

Chosen to serve as a Quality Assurance Apprentice, ensuring all chat and inbound calls consistently met client expectations, aligned with company objectives, and delivered customer satisfaction through attention to detail, identifying areas for improvement, and providing actionable feedback. Recognized as a Top QA Apprentice with zero appeals during the program. Proactively initiated meetings and training sessions to enhance representative performance, driving improvements that positively impacted overall business outcomes.