Medical Virtual AssistantMedical Virtual Assistant

Key Achievements:

Responsibilities - Manage member inquiries, responding to approximately 5–10 inquiries per month and handling account-related requests. - Track project schedules, deadlines, pending action items, and follow-ups to keep tasks organized and on schedule. - Create and schedule social media content twice a week, including graphics, blog posts, and reels. - Coordinate administrative tasks and prepare materials for seminars and newsletters published every two months. - Maintain organized project files, records, and task trackers. - Assist with research, bookkeeping in Xero, and other administrative tasks as needed. Key Achievements - Maintain consistent social media content scheduling and support recurring seminars and newsletters. - Improve task visibility and organization by tracking outstanding action items and upcoming deadlines. - Support the smooth execution of ongoing projects through proactive follow-ups and accurate recordkeeping.

Key Achievements:

Responsibilities - Handle approximately 8–20 inbound calls daily, assisting patients and authorized representatives with inquiries, call routing, and diagnostic imaging scheduling. - Verify referral forms, patient demographics, prior imaging records, and insurance information. - Conduct outbound calls to schedule patients, follow up with non-compliant patients, and coordinate with referring physicians. - Contact referring physicians when patients remain unreachable after five call and text attempts. - Monitor emails and Microsoft Teams for urgent requests, schedule changes, and pending tasks. - Maintain accurate scheduling records and follow up on outstanding cases. Key Achievements - Managed both receptionist responsibilities and diagnostic imaging scheduling to support an efficient patient experience. - Maintained organized patient records and scheduling follow-ups while managing a high volume of inbound and outbound calls. - Worked toward a daily target of approximately 100 combined inbound and outbound calls, with 80–90% focused on outbound scheduling and follow-ups.

Key Achievements:

Responsibilities - Coordinate same-day and next-day Spanish interpreter assignments based on availability, travel time, and appointment schedules. - Monitor Google Voice and Google Chat for urgent requests, schedule changes, and client or interpreter updates. - Manage scheduling conflicts, cancellations, and last-minute changes. - Escalate unfilled requests to the Giveback Team at least one hour before appointments. - Communicate scheduling updates to clients and explore virtual appointments or rescheduling when necessary. Key Achievements - Increased the Spanish interpreter request fill rate by 20%. - Maintained a scheduling error rate of 5% or less. - Reduced same-day and next-day scheduling errors to 0% within one month. - Earned consecutive recognition as a Top Filler for same-day and next-day Spanish interpreter requests.

Key Achievements:

Responsibilities - Review emails and coaching logs from the U.S.-based Onshore Team and validate findings against standard operating procedures (SOPs). - Conduct process and sales audits for approximately 60–80 agents across four teams. - Document audit findings, recurring errors, performance trends, and areas for improvement. - Conduct monthly 30-minute refresher sessions for each team, addressing common mistakes and process gaps. - Maintain quality assurance trackers, escalation records, sales audit documentation, meeting minutes, and process updates. - Coordinate coaching sessions and follow-ups with Team Leaders. Key Achievements - Supported quality monitoring and performance improvement across four teams comprising approximately 60–80 agents. - Identified recurring errors and process gaps to guide targeted refresher sessions. - Helped maintain consistent quality standards by validating audit findings against established procedures. - Improved visibility into quality trends through organized documentation and tracking.

Key Achievements:

Responsibilities - Provide Tier 2 support to Customer Service Associates handling medical transportation requests. - Review Microsoft Teams messages for urgent concerns, escalations, and requests requiring additional assistance. - Create and manage escalation tickets for complex transportation issues. - Coordinate with transportation providers to investigate service concerns and obtain updates. - Follow up on escalated cases involving stranded members and delayed transportation. Key Achievements - Supported the resolution of complex medical transportation issues through timely escalation and provider coordination. - Assisted frontline representatives in managing urgent cases and determining appropriate next steps. - Helped ensure members received timely updates and transportation assistance.

Key Achievements:

Responsibilities - Handle 40–100 inbound calls daily from members requesting or following up on medical transportation. - Schedule transportation and address ride-related concerns. - Contact transportation providers to obtain estimated arrival times (ETAs). - Provide updates to members experiencing transportation delays or becoming stranded. - Escalate urgent cases to Helpline Representatives, including Lyft requests requiring approval. Key Achievements - Managed a high volume of medical transportation calls while addressing members' immediate concerns. - Coordinated with transportation providers to obtain timely updates and communicate ETAs. - Supported continuity of service by escalating urgent cases and clearly communicating next steps to members.

Key Achievements:

Responsibilities - Handle 20–40 inbound calls daily regarding internet, cable TV, and VoIP services. - Troubleshoot technical and account-related concerns using established procedures. - Determine appropriate resolutions, including equipment replacement and technician dispatch. - Review emails for service outages, process updates, and product announcements. - Escalate unresolved technical issues to third-party vendors when necessary. Key Achievements - Resolved technical and account concerns while maintaining an average handle time (AHT) target of 20 minutes or less. - Supported customers through structured troubleshooting and appropriate service recommendations. - Managed daily call volumes while balancing efficiency, problem-solving, and customer satisfaction.

Key Achievements:

esponsibilities - Handle customer inquiries across e-commerce, e-grocery, online photo services, and retail store operations. - Assist customers with product and service inquiries, online orders, order tracking, and post-purchase concerns. - Review emails for process updates and upcoming sales events. - Follow established procedures to investigate concerns and provide appropriate resolutions. Key Achievements - Supported customers across four lines of business, demonstrating adaptability to different products and service requirements. - Assisted with order-related concerns and post-purchase issues to facilitate efficient resolution. - Developed transferable skills in customer communication, issue resolution, and managing diverse customer needs.