Jericho Paul Aguilon Email & Phone Number

• Ensure all appointments and consultations are promptly scheduled and attended to on time by providers, demonstrating meticulous attention to detail such as completing the patient’s chart and sending the correct prescription. • Address patient inquiries via multiple communication channels such as phone, email, text, Zoho tickets and chat including but not limited to consult requests, scheduled appointments, prescription concerns, shipping, payments and general questions about the client’s program. • Maintain accurate and detailed records in our support systems such as Zoho Desk, Zoho Phones, and EHR, ensuring data integrity and completeness. • Collaborate closely with Clinical and Non-Clinical patient support teams to address patient-related concerns or queries. • Act as a support for the clinical team when they need more information from the patient regarding their consult. • Serve as a liaison between patients and the clinical team, when additional information or clarification is needed to facilitate the consultation process. • Accurately enter the patient’s preferred prescription and pharmacy into their account to streamline the process when a provider reviews the consult. • Responding to the client’s email request that needs to be addressed by the clinical team ensuring all requests are completed accurately and in a timely manner.

• Schedules patient visits and procedures for multiple hospitals and outpatient centers which involves coordinating and adhering to many departments and their clinical protocols.• Collaborates with medical staff and their associates to optimize efficiency and effectiveness in scheduling.• Collects and enters all necessary demographic, clinical, billing and insurance information from patients or responsible parties.• Provides patient education by explaining preparations and patient instructions for the scheduled procedure following scheduling protocols.

•Monitor and evaluate the daily functions of employees by reviewing audits in accordance with Quality Management Guidelines. •Analyze quality evaluation data to identify trends and areas for improvement.•Establish, document, and implement process and audit controls and reporting metrics/KPIs for continuous improvement.•Performs quality analysis or coaching sessions to identify the root cause and to create relevant action items to improve performance.•Create and establish a well-structured quality guideline for existing and new campaigns.• Prepare daily, weekly and monthly audit reports to operations.•Facilitate calibration sessions with the onshore counterpart for process alignment.•Share good practices and tips to agents on ways to improve work performance. •Possess good time management and flexibility skills in handling different campaigns/lob.

•Responsible for maintaining accurate data entry of Breath Alcohol Test •Complete all assigned breath alcohol email request and tickets thru ServiceDesk within required timeframes while maintaining a high level of quality•Correct data entry errors •Meet or exceed company and client performance metrics•Adhere to HIPAA guidelines and regulations

•Perform outbound calls to donors who have taken a drug screen and transfer them to the MRO in a timely manner. •Compile, sort, and verify accuracy of all donor information in the review process while complying with HIPAA Guidelines. •Resolve questions or missing information as required.•Other duties as assigned may include calling the Employer or the HR Department if the donor contact number is missing.

•Professionally handle a high volume of incoming calls from providers and policyholders for both Tier 1 and Tier 2.•Answer policyholder questions about their insurance policy including but not limited to insurance payments, benefits, claims, possible reinstatement, etc.•Assist providers with their concerns about benefits and claims reimbursement/status•Resolve callers issues via one call resolution guidelines and/or escalated process•Adhere to HIPAA guidelines and regulations

•Effectively manage large amounts of incoming calls•Arrange hotel reservations from callers and giving them the best prices and/or discounts available •Meets quota for cross-selling services provided by affiliates company•Manage sensitive information like credit card number in compliance with client policies•Dealing with complaints, concern and/or possible cancellation of hotel reservation

•Provide outstanding customer service and support for providers with regards to the benefits and claims of their patient•Assist providers about claim issues and/or escalation for possible re-processing•Check claims escalation/denial reason and properly send document request to clinics for missing documents needed•Do auditing of all pending service request and making sure that all pending SR’s are properly routed to the correct department for further review•Adhere to HIPAA guidelines and regulations