Kenneth Guinto Email & Phone Number

•Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc. •Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews. •Sets up interviews between candidates and hiring managers. •Is involved in recruiting passive candidates, through phone calls, emails, and general relationship-building. •Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

National Capital Region, Philippines

•Coordinated medication needs for patients, including assisting with insurance claims and prior authorizations.•Provided support to healthcare providers' offices by managing medication delivery logistics, facilitating prescription renewals, and sending reminders for upcoming medication deliveries.•Educated patients on medication usage, dosage instructions, and potential side effects.•Liaised with insurance providers to obtain prior authorizations and ensure coverage for prescribed treatments.•Managed prescription renewals and refill requests, ensuring accurate transmission to pharmacies and timely processing.•Arranged medication delivery services for patients, coordinating with pharmacies and ensuring timely delivery.•Implemented systems for sending reminders to patients about upcoming medication deliveries and appointments.•Served as a liaison between patients and healthcare providers, conveying important information related to medication therapy and treatment outcomes.•Maintained accurate records of patients' medication histories, insurance information, and communication with healthcare providers.•Advocated for patients' needs and preferences regarding their medication therapy, addressing any barriers or challenges encountered.•Ensured compliance with legal and regulatory requirements regarding patient privacy and confidentiality.

National Capital Region, Philippines

•Provided management and leadership to a team of Customer Service Representatives (CSRs) handling inquiries related to Enrollment, Billing, Medical claims, and benefit coverage.•Assisted team members in working on their Key Performance Indicators (KPIs), such as Average •Handling Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA).•Conducted regular training sessions to ensure the team had a thorough understanding of enrollment processes, billing procedures, medical claims handling, and benefit coverage details.•Implemented a robust Quality Assurance (QA) program to monitor the quality of interactions between CSRs and members, regularly reviewing calls, emails, or chats and providing constructive feedback.•Coached team members on effective time management techniques without compromising on the quality of service, providing tips on streamlining processes and reducing unnecessary hold times.•Emphasized the importance of delivering exceptional customer experiences, encouraging active listening, empathy, and personalized interactions to enhance CSAT scores.•Equipped the team with comprehensive knowledge and resources to resolve inquiries promptly during the first interaction, fostering a problem-solving mindset and empowering CSRs to take ownership of customer issues.•Established clear escalation procedures for handling complex or sensitive inquiries, ensuring the team knew when and how to escalate issues to higher levels of management or specialized departments for resolution.•Maintained open lines of communication with team members to address any concerns, challenges, or suggestions they had, fostering a collaborative environment where knowledge sharing, and teamwork were encouraged.•Recognized and rewarded outstanding performance to boost morale and motivation within the team, celebrating achievements, milestones, and improvements in KPIs to reinforce a culture of excellence and drive continued success.