Donnalyn Biscarra

Results‑driven Medical Virtual Assistant with extensive experience supporting Home Health operations, specializing in intake management, order coordination, and real‑time clinical documentation. Proven track record of improving workflow efficiency—reducing intake delays by 25%, accelerating provider order turnaround to 95–100%, and cutting patient wait times by up to 3 days through proactive DME and supply follow‑ups. Adept at patient communication, cross‑provider coordination, and resolving order issues, contributing to a 40% drop in repeat follow‑ups and higher patient satisfaction.

Known for optimizing processes, strengthening care continuity, and delivering reliable administrative support that enhances both clinical and operational performance.

Home Health Virtual Assistant - CareMo Home Health

(2025-08)

• Processed and verified 40–60 new Home Health referrals weekly, ensuring complete demographics, insurance eligibility, and physician orders, resulting in a 25% reduction in intake delays.
• Coordinated provider order signatures across 15+ PCP offices, maintaining a 95–100% same‑week turnaround for Skilled Nursing, PT/OT, and wound care orders.
• Managed DME and supply workflows, tracking 30+ active orders at a time and reducing patient wait times by up to 3 days through proactive follow‑ups with suppliers (Apria, Byram, Better Health).
• Maintained real‑time documentation in EHR and agency systems, improving chart accuracy and compliance audit readiness by over 90%.
• Communicated with patients, caregivers, and providers to resolve order issues, delivering clear updates that improved patient satisfaction scores and reduced repeat follow‑ups by 40%.
• Streamlined internal workflows by creating and updating SOPs for intake, order routing, and supply coordination, cutting onboarding time for new staff by 50%.
• Monitored scheduling conflicts and missed visits, coordinating with clinicians to prevent service gaps and ensuring consistent continuity of care for high‑risk patients.

Customer Service Associate - Accenture Inc

(2023-05 - 2026-02)

• Delivered remote technical, billing, and account support for 30-40 business customers daily, maintaining a 95%+ CSAT rating while working independently in a high‑volume virtual environment.
• Resolved complex connectivity and device issues through remote troubleshooting, achieving 30% reduction in repeat calls by ensuring accurate first‑contact resolutions.
• Managed billing escalations and account audits, identifying errors and processing credits that reduced customer disputes by 40% and improved retention for high‑value accounts.
• Handled loyalty and retention escalations, retaining 70%+ of at‑risk business clients by offering tailored solutions, contract reviews, and service optimization.
• Supported multi‑line business accounts (10–100,000+ lines), coordinating remote device activations, plan changes, and feature provisioning with minimal to zero service interruptions.
• Collaborated virtually with Tier 2, Network Support, and Business Solutions teams to resolve escalated issues, improving ticket resolution time by 25%.
• Documented all interactions in CRM systems with 100% accuracy, improving team visibility and reducing follow‑up handling time by 15% across remote teams.
• Educated customers on digital tools and self‑service platforms, increasing online portal adoption by 50% and reducing call volume for recurring issues.
• Maintained top performance metrics in a remote setting, consistently meeting KPIs for AHT, QA scores, schedule adherence, and customer satisfaction.

Customer Service Associate - TaskUs

(2021-01 - 2023-12)

• Supported 25-30 daily inquiries from VIP and loyalty customers through inbound calls and chats, maintaining a 95%+ satisfaction score and consistently ranking in the top tier for service quality.
• Resolved complex delivery, order, and account issues for high‑value customers, achieving 30% faster resolution times compared to team average.
• Processed refunds, adjustments, and compensation requests with 100% accuracy, reducing repeat contacts and improving customer trust and retention by 40%.
• Provided technical support for app and platform issues affecting customers, Dashers, and Merchants, reducing escalations by 25% through effective troubleshooting.
• Coordinated with Dashers and Merchants to resolve real‑time delivery problems, improving on‑time delivery outcomes for VIP customers by 20%.
• Handled escalations for loyalty customers, retaining 65%+ of at‑risk users by offering tailored solutions and proactive issue resolution.
• Assisted Merchants with menu updates, order flow issues, and device troubleshooting, improving operational accuracy and reducing order errors by 30%.
• Documented all interactions in CRM systems with 100% compliance, improving team visibility and reducing follow‑up handling time by 15%.
• Adapted to high‑volume peak hours and surge periods, consistently meeting KPIs for AHT, QA, CSAT, and schedule adherence in a fast‑paced support environment.

Customer Service Representative - Department of Interior and Local Government

(2020-01 - 2020-12)

• Conducted 20-50 daily case investigation calls, gathering exposure history and symptom data with 98% accuracy, ensuring timely reporting to local health units.
• Identified and traced close contacts within 24 hours of case assignment, reducing potential transmission chains by over 40% in high‑risk communities.
• Coordinated with barangay officials, RHUs, and local task forces to facilitate quarantine, testing, and monitoring, improving case follow‑up compliance by 30%.
• Maintained detailed and confidential records in government tracking systems, achieving 100% data integrity and supporting accurate epidemiological reporting.
• Educated confirmed cases and contacts on isolation protocols, safety guidelines, and government assistance programs, increasing adherence to health protocols by 25%.
• Escalated high‑risk cases, severe symptoms, and non‑compliance incidents to medical teams and LGUs, ensuring rapid intervention and reducing emergency escalations.
• Collaborated with multi‑agency teams to support outbreak response, contributing to faster containment in clustered barangays.
• Handled sensitive conversations with empathy and professionalism, maintaining a 95%+ cooperation rate among interviewed individuals.

Customer Service Representative - Concentrix

(2019-01 - 2020-07)

• Handled 50–60 inbound and outbound calls daily from UK buyers and sellers, maintaining a 95%+ customer satisfaction score while resolving account, order, and listing concerns.
• Resolved complex disputes involving payments, returns, and item‑not‑received cases, achieving a 30% reduction in escalations through accurate investigation and policy‑aligned decisions.
• Assisted customers with account verification, security checks, and policy compliance, improving successful account recovery outcomes by 40%.
• Processed refunds, claims, and adjustments with 100% accuracy, reducing repeat contacts and improving trust among UK customers.
• Coordinated with internal Trust & Safety and Payments teams to resolve high‑risk cases, improving resolution time for escalated tickets by 25%.
• Educated customers on eBay UK policies, buyer protection, and seller standards, increasing policy adherence and reducing avoidable disputes by 35%.
• Documented all interactions in CRM systems with full accuracy, improving team visibility and reducing follow‑up handling time by 15%.
• Maintained top performance metrics for AHT, QA, CSAT, and schedule adherence in a fast‑paced, UK‑market support environment.

Bachelor of Science - Information technology - Abra Valley Colleges (2014-01 - 2018-01) Bangued, Abra, Philippines