Geraldine Orlina

Customer Service and Administrative Professional with nearly 10 years of experience supporting customers across the healthcare and financial services industries. Skilled in customer service, order and case processing, administrative support, documentation, data entry, insurance verification, and problem resolution. Proven ability to manage high-volume workloads while maintaining exceptional accuracy, HIPAA compliance, and customer satisfaction.

Adept at working independently in fast-paced remote environments and committed to delivering reliable, high-quality support to clients and internal teams.

Clinical Administrator at Optum Philippines (2023-01 – Present)

• Process behavioral health prior authorization requests while maintaining accuracy and compliance with established guidelines.
• Verify insurance eligibility, benefits, and authorization requirements using CPT and diagnosis codes.
• Support healthcare providers by resolving authorization and documentation inquiries through inbound phone support.
• Maintain complete and accurate case documentation in accordance with HIPAA regulations.
• Coordinate with cross-functional teams to ensure timely resolution of provider requests.
• Consistently meet productivity, quality, and turnaround-time metrics in a high-volume healthcare environment.
• Recognized for exceptional attention to detail, reliability, and consistent quality performance.

Customer Service Representative at Service First Company (2016-01 – 2023-12)

• Delivered customer support through phone, email, and chat for online loan applications and account inquiries.
• Processed customer requests accurately while maintaining complete documentation.
• Investigated and resolved payment and account issues promptly to ensure customer satisfaction.
• Collaborated with multiple departments to resolve complex customer concerns efficiently.
• Consistently achieved productivity and service quality targets in a fast-paced customer service environment.
• Earned recognition as a Top Performer for consistently exceeding productivity and customer service expectations.

High School Graduate – Paaralang Sekundarya ng Lucban (2005-12)