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Work Background
Journey ClinicalCare Coordinator
Feb. 2024- Support U.S.-based clinicians in delivering ketamine-assisted psychotherapy.
- Manage patient scheduling, follow-ups, and care coordination between providers and clients.
- Maintain accurate EMR documentation and ensure HIPAA compliance.
- Handle secure communication with patients via email, phone, and chat.
- Assist with insurance verification and administrative support for clinical operations.
MindbloomProject Team Lead
Feb. 2023 - Feb. 2024- Led a remote care coordination team for a U.S.-based telehealth provider.
- Oversaw patient onboarding, scheduling, and documentation in EMR systems.
- Trained and mentored new coordinators, improving team productivity and accuracy.
Go2Freelance
Nov. 2022 - Feb. 2024
The Reynolds Team NOVA | RVA | DC | MD | WVBusiness Growth Executive Assistant
Mar. 2020 - Jul. 2021Chantilly, Virginia, United States- Executive Assistant to the company’s COO for Growth and Development - Identify future hiring needs and sourcing candidates - Facilitated Ad Hoc training, coaching & interviews.
- Managed trackers for hiring numbers and reports.
Acquire BPOLearning And Development Specialist
Mar. 2015 - Jul. 2017Ortigas- Started the account and trained new employees.
- Collaborated with clients to come up with effective training materials.
- Facilitated New Hire and Upskill training.
- Assisted in preparing appropriate development plans.
- Coordinated with clients in the development of training modules.
- Provided feedback to clients to maintain efficient knowledge of products.
IBMQuality Assurance Specialist / Process Trainer
Oct. 2013 - Mar. 2015Quezon City, Philippines- Was part of the pioneering team and started up the account (Retail). Worked as part of the Knowledge Transfer Team trained by the client's Process Trainer.
- Formulated, updated, implemented and communicated the client's policies and information to new hires.
- Worked with the Training Team as a Quality Analyst utilized as a Trainer.
- Helped in training 2 new waves for the start-up ramp and managed 3 Upskill training.
- As a Quality Analyst, I monitored and report AFIs in the inbound and outbound calls of agents and coached for improvement.
- Prepared QA reports for the team's improvement.
- Discussed action plans with Team Leaders and clients to improve team performance.
IBMQuality Assurance Specialist
Jun. 2012 - Oct. 2013Quezon City, Philippines- Worked with "Skype" as a Quality Analyst; monitoring and reporting AFIs of chats and emails.
- Coaching of employees to help improve their areas for improvement.
- Attended weekly calibration sessions with clients to ensure consistency in the evaluation of employees.
- Prepared, reviewed, and presented input to quality analysis.
- Submitted daily and weekly reports of team performance via email using MS Excel & Powerpoint.
- Suggested creative and active solutions to problems regarding the quality of the agents' calls.
HGS - Hinduja Global SolutionsRecruitment Specialist
May. 2010 - Jul. 2010Quezon City- Make the all-critical decision of which candidates to consider for the job.
- Screens applicants through the phone to see if the person is a potential match and should be brought in for an in-person interview.
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