Alexa Arocena
CLIENT CARE SPECIALIST | CLAIMS SUPPORT | CASE MANAGEMENT
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About
Healthcare Client Care Specialist with 5+ years of experience supporting veterans and healthcare clients in fast-paced healthcare environments. Experienced in VA disability claims support, client relationship management, medical documentation, CRM systems, escalation handling, and healthcare operations. Proven ability to manage high-volume caseloads, maintain HIPAA-compliant documentation, and deliver exceptional client experiences while consistently exceeding quality and productivity goals.
Experience
Client Experience Specialist - GLOBALTEK BPO INC.
(2023-03)
- Manage outbound follow-ups with unresponsive clients to re engage them in the process/
- Manage confidential client records using CRM systems.
- Resolve client escalations while maintaining high customer satisfaction.
- Coordinate medical documentation and client communications.
- Consistently meet productivity and quality KPIs.
Claim Upload Specialist - GLOBALTEK BPO INC.
(2022-01 - 2023-02)
- Processed medical documentation with 98–100% accuracy.
- Assisted clients with document uploads and claim submissions.
- Verified documentation to minimize processing delays.
Customer Care Specialist - GLOBALTEK BPO INC.
(2021-05 - 2021-12)
- Handled 80+ client interactions daily.
- Guided veterans through disability claim requirements.
- Improved case completion rates by 20–30% through proactive follow-ups.
- Maintained HIPAA-compliant documentation.
Customer Service Representative - SITEL CORP.
(2020-06 - 2021-01)
- Resolved billing inquiries for AT&T DIRECTV customers.
- Maintained excellent customer satisfaction and quality scores.
Education
Bachelor of Science - Hotel and Restaurant Management - Nueva Ecija University of Science and Technology (2013 - 2017)
