Helcy Bermudes

Delivered patient-centered support as a healthcare associate under an AdaptHealth-accredited healthcare organization Coordinated communication between healthcare providers, and internal departments to ensure timely service delivery and continuity of care. Assisted with processing medical documentation, insurance verification, and patient records while maintaining HIPAA compliance and confidentiality standards.

Healthcare Associate - Knack RCM Bacolod - Bacolod City, Philippines

(2025-03 - 2026-07)

• Delivered patient-centered support as a healthcare associate under an AdaptHealth-accredited healthcare organization
• Coordinated communication between healthcare providers, and internal departments to ensure timely service delivery and continuity of care.
• Assisted with processing medical documentation, insurance verification, and patient records while maintaining HIPAA compliance and confidentiality standards.
• Managed follow-ups, and order tracking for durable medical equipment (DME) and healthcare-related services.
• Maintained detailed and organized patient accounts using electronic healthcare systems and company-approved platforms such as Brightree, AdaptHealth Central, Parachute, & GoScript
• Supported operational efficiency by handling data entry, documentation updates, and administrative tasks with accuracy and attention to detail.

Customer Service Representative - Transcom Iloilo - Iloilo, Philippines

(2023-07 - 2024-01)

• Resolved high-volume customer inquiries and technical concerns for telecom accounts while consistently meeting Average Handling Time (AHT) and First Call Resolution (FCR) targets.
• Troubleshot billing, connectivity, and account-related issues, improving customer satisfaction (CSAT) through efficient and accurate resolutions.
• Negotiated service adjustments, payment arrangements, and account retention offers to reduce cancellations and maintain subscriber relationships.
• Managed inbound and outbound customer interactions in a fast-paced call center environment while maintaining quality assurance standards and productivity metrics.
• Documented customer interactions, escalations, and resolutions accurately using CRM systems to ensure seamless account management and follow-up support.
• Collaborated with supervisors and cross-functional teams to address complex customer concerns and improve overall service efficiency.
• Achieved performance goals related to CSAT, adherence, productivity, and call quality through strong problem-solving and multitasking skills.

Bachelor of Secondary Education - English - Northern Iloilo State University (2023-06)

Junior & Senior High School - Estancia National High School (2019-03)