Lira Mhae D.

I’m an Executive Medical Virtual Assistant, Patient Coordinator, and Customer Support Professional with over 6 years of experience supporting clients across healthcare, finance, and customer service. My strongest experience is in patient-facing healthcare support, where I serve as a trusted point of contact between patients, clinicians, and the wider team. In my current role with a private UK hair restoration clinic, I provide executive-level administrative and patient coordination support, including managing patient enquiries, phone calls and messages, coordinating appointments, maintaining the clinic diary, handling follow-ups, supporting prescriptions and product orders, and assisting with day-to-day clinic operations. I’m comfortable being the first point of contact for patients and understand the importance of making every interaction professional, warm, and reassuring. I’m experienced in handling sensitive and time-critical enquiries, knowing when to resolve an issue independently and when to escalate it to the appropriate clinician or team member. Previously, I worked with a US dermatology clinic as a Checkout Specialist, Billing Associate, and Patient Service Representative. My responsibilities included verifying services and insurance details, assisting with billing and account enquiries, processing payments, posting charges, updating patient accounts, and providing patient support through phone, email, and chat. My broader customer support experience includes working with companies such as Capital One, DoorDash, and 24-7 Intouch, where I handled billing concerns, account management, disputes, refunds, and policy-based resolutions in fast-paced, metrics-driven environments. I also have experience as a Consultant and Lead Generation Specialist, where I: • Designed and tested call flows for outbound teams • Created productivity and time-zone trackers • Developed QA checklists and performance guidelines • Monitored agent performance and commission accuracy • Led daily team huddles • Supported process improvement and operational efficiency I’m highly organised, detail-oriented, and comfortable working across multiple systems and communication channels. I learn new software quickly and have experience working with healthcare, scheduling, CRM, phone, messaging, and administrative platforms. Clients can rely on me to be professional, dependable, proactive, and genuinely focused on creating a positive experience for their patients or customers. I’m particularly interested in long-term partnerships where I can become a reliable extension of the team and contribute not only through day-to-day support, but also through organisation, process improvement, and excellent customer and patient care.