Helene Yap

As a passionate and motivated individual who has many years of experience in customer service and support, looking for a responsible position in this company where one will find a platform to utilize acquired knowledge and skills.

Customer Service Representative - Tactical Back Office Inc. - Work from Home (2023-Present)

• Ensure accurate patient records and maintain comprehensive documentation related to Durable Medical Equipment (DME) services.
• Verify insurance eligibility, coverage, and prior authorization requirements for DME through phone calls, web portals, and Availity.
• Coordinate with physicians, clinical staff, and healthcare providers via phone and online platforms to support timely and accurate processing of DME-related services.

Process Associate - Genpact Services LLC (2012-08 - 2022-03)

• Handled inbound and outbound communications with members, medical providers, and dental providers.
• Provided detailed information on medical and dental benefits, eligibility, claims, and pre-authorization requirements.
• Managed performance guarantee (VVIP) accounts, ensuring high-quality and timely service.
• Responded to inquiries via phone and email with professionalism and accuracy.
• Maintained strict compliance with privacy and confidentiality standards when handling sensitive medical records.

Customer Service Representative (CSR) - Sykes Asia, Incorporated (2004-04 - 2011-04)

• Addressed customer inquiries and billing concerns across North America, APAC, and EMEA regions.
• Performed system navigation, account verification, coding, and data entry using CRM tools.
• Processed account updates, cancellations, and reinstatements, ensuring accuracy of billing information. - Completed various administrative and ad hoc tasks as assigned.
• Prepared End-of-Day (EOD) reports, ensuring accuracy and completeness of daily transactions.
• Provided product knowledge and operational support to fellow agents.
• Guided team members in navigating systems and tools such as CCBILL, SVM, AOTS, Manual Charge, and Credit tools.
• Handled supervisory and quality assurance (QA) calls, including escalations.
• Reported support-related issues to clients and escalated concerns as necessary.
• Spearheaded product training sessions and conducted mock calls for new agents.
• Performed manual processing tasks, including chargebacks and retrieval requests.
• Monitored e-fax systems for manual processing work and special billing cases under investigation.
• Maintained and monitored watchlists for revoked accounts.
• Assigned escalated cases to second-level support, ensuring proper documentation and ticket classification.

Diploma - Computer Science - INFORMATICS Computer Institute, Quezon City Center (2000-07 - 2002-01)