Llona Claryzz A.

I am a certified Quality Assurance Specialist for 3 years now. I also worked as Customer Service Specialist for 6 years now. My handled account is a healthcare account (WellCare) insurance and I'm assisting clients from United States. My job as a Quality Analyst is to improve customer experience and improve trending behaviors. My main responsibilities are sending communications to the operation including managers and supervisors, sending reports about agents' opportunities and escalations, attending calibrations and content calls with the clients, providing ideas and suggestions to improve customer experience, and being an email expert in a daily basis. My job as a Customer Service Specialist is to take inbound and outbound calls within the rest of my 3 hours shift. I am assisting clients/members over the US regarding medical information, billing, benefits and copayments, provider relationship and contract, approval of denied claims and authorizations, medical services category, setting up an appointment with their preferred doctors/specialists and many more roles as a healthcare specialist. Appointment scheduling: Book, confirm, reschedule, and cancel patient appointments via phone, email, or online systems. This includes coordinating patient needs with provider and specialist availability. For Appointment Setter and Virtual Assistant Role: Outbound calls: Conduct outbound calls to prospective and existing patients for follow-ups, to confirm appointments, or to fill new openings from cancellations. Appointment reminders: Send timely appointment reminders to patients via their preferred method (e.g., text, email, phone) to minimize no-shows. Inquiry handling: Answer general patient inquiries regarding clinic hours, services, and procedures with professionalism and empathy. Virtual tasks: Manage administrative tasks, including email management, transcribing notes, and updating patient files remotely. Data entry and reporting: Accurately enter and update data in our systems and, when needed, help generate reports on appointment volume or outcomes.