Patrick Lloret Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Remote

Work on claim editsTrack and resolve outstanding denials and payment issues, including make daily calls and research account issues with payorsAssist clients with billing questions and insurance questions as necessaryAppropriately document all correspondence with clients and third-party insurancesWork with insurance claim denialsFile appeals, update status, complete all steps to resolve denials, and complete associated correspondenceMonitor fax and email system to collect incoming payment info, medical records, billing requests, etc.Handle assigned tasks and forward to appropriate areas as necessary.Review EOBs - issue appeals / submit corrected claimsPost PaymentsWork credit balances accountsEffectively navigate billing clients EMR system to pull notes, medical records and other information to send as requested by outside partiesCorrespond consistently and professionally with billing team/clients to request medical records

National Capital Region, Philippines

In charge of onboarding process of restaurants until they receive their first order, such as updating their menu, scheduling photo shoot, setting up their bank account and making sure that they will be able to login smoothly to their tablet to start taking ordersInitiate outbound calls to determine and resolve the underlying issue/s of an active restaurant on why they haven’t received any orders after activation, such as incorrect login credentials and tablet/printer issuesResponding to ticket inquiries of restaurant partners on a timely manner to avoid same issue reoccurrence or duplicate tickets submission which may lead to escalations

Supervised a team of 25-30 members, both voice and non voice. Regularly conducted team huddles and facilitated facilitated 1-on-1 coaching sessions to improve performance metricsAble to develop and promote team members to support roles such as Team Leaders, Quality and Real Time AnalystsZero team members' attrition for a year

Certifies new customer service representatives (CSRs) in order to get endorsed to the production floorMonitors and evaluates the calls of the CSRs on a daily basis; identifies positive takeaways and opportunities from the said callsCoaches CSRs regarding their quality, customer satisfaction and core competency scoresConducts call listening sessions individually or per team; sharing best practices to improve quality-customer experience related scoresCascading product specific updates to the assigned LOBSending quality related reports internally and externally

Taking inbound calls and ensuring that the information provided is accurate while providing excellent customer service experience to the callerMaking sure that the coaching points provided by the team lead or the support staff is applied when taking in calls to improve focused metrics