Jhoana Rose

Provide telephonic nursing triage and on-call support for patients. Perform clinical research to identify and vet high-quality healthcare providers and facilities. Manage medical record requests, ensuring full adherence to HIPAA regulations and data privacy standards.

Clinical Operations Specialist - Transparent BPO

(2025-09)

• Provide telephonic nursing triage and on-call support for patients.
• Perform clinical research to identify and vet high-quality healthcare providers and facilities.
• Manage medical record requests, ensuring full adherence to HIPAA regulations and data privacy standards.
• Maintain data integrity by ensuring accurate and timely documentation within EMR systems.
• Proactively audit patient files to identify missing information and resolve gaps through follow-up.
• Facilitate coordination between insurance providers, clinical teams, and partners to streamline patient care.
• Optimize operational workflows by monitoring pending actions and ensuring strict adherence to deadlines.
• Drive process efficiency to enhance the overall quality of the patient journey and clinical outcomes.

Emergency Department – Head Nurse - Pasig Doctors Medical Center Inc.

(2022-01 - 2025-01)

• Supervise and mentor nursing staff by assigning duties, evaluating performance, and providing constructive feedback.
• Direct the onboarding and ongoing professional development of new nurses while fostering a collaborative and supportive unit culture.
• Optimize nursing schedules to ensure adequate staffing levels that consistently meet patient care requirements.
• Oversee medical supply and equipment inventory to ensure clinical readiness and resource availability.
• Lead the assessment of patient conditions and the development and implementation of individualized care plans.
• Drive the development and adoption of nursing practice policies and procedures to improve patient care standards.
• Facilitate interdisciplinary communication between physicians, clinical staff, and hospital administration to coordinate patient care and operational needs.

Customer Service Specialist - SPI CRM – REMITLY Account - Pasig City, NCR

(2016-01 - 2016-10)

• Manage inquiries regarding account activity via phone, email, and chat.
• Execute inward and outward international fund transfers with precision.
• Verify daily operations reports for local and international transfers, including ITRS, PSD, and other regulatory or management-required reports.
• Provide guidance to branch staff to ensure thorough understanding of remittance policies, as well as KYC, CDD, and EDD processes.
• Ensure all remittance processes strictly adhere to regulatory requirements and AML/CFT policies.
• Maintain professional and timely communication with correspondent banks regarding inquiries.
• Identify and escalate suspicious customer transactions to the Compliance Department for investigation.
• Perform additional operational duties as assigned by management to support departmental goals.

Technical Support Representative / Customer Retention Specialist - Concentrix Philippines – DISH Account - Quezon City, NCR

(2014-03 - 2016-01)

• Diagnose and resolve complex hardware and software issues using advanced technical tools.
• Provide Tier 1 IT support to non-technical users, ensuring clear communication and effective solutions.
• Troubleshoot and repair malfunctioning products independently, minimizing downtime for clients.
• Document all technical interactions and transactions accurately to maintain detailed service records.
• Manage high-volume call traffic promptly to minimize abandonment rates and maximize customer satisfaction.
• Deliver courteous and straightforward technical support, consistently fostering a positive customer experience.
• Proactively follow up with clients to ensure resolution and long-term satisfaction.
• Collaborate with team members to consistently meet or exceed service level agreements (SLAs).
• Engage users through website support and community forums, providing timely answers and guidance.
• Drive business growth by upselling products and negotiating contract renewals to retain clients.
• Facilitate new service activations and streamline the ordering process, including scheduling technician site visits.
• Support logistics by creating cases and claims for damaged, lost, or displaced packages.
• Contribute to product development by testing and providing feedback on new offerings.
• Maintain expert-level knowledge of emerging technologies and company product solutions.

Prior Authorization Specialist - Aditya Birla Minacs Philippines Incorporated – Healthcare Account - Quezon City, NCR

(2013-05 - 2014-03)

• Manage the end-to-end prior authorization process by preparing and submitting requests with required documentation to insurance companies.
• Evaluate authorization requests to ensure they align with medical necessity and specific insurance criteria.
• Maintain meticulous records of all authorization requests, approvals, and denials to ensure organizational transparency.
• Facilitate the resolution of denied authorizations by collaborating directly with the billing team.
• Support comprehensive medical billing tasks, including insurance claims submission, follow-ups, and payment processing.
• Ensure full compliance with HIPAA regulations while handling sensitive patient health information.
• Verify patient insurance eligibility and benefits to accurately determine coverage for proposed services.
• Act as a primary point of contact for patients, providing clear updates on authorization status and necessary next steps.
• Deliver high-quality customer service by addressing patient inquiries regarding procedures, services, and insurance coverage.
• Coordinate effectively between healthcare providers, insurance carriers, and patients to streamline the authorization workflow.

Customer Service Representative - Teleperformance Philippines – VIRGIN Mobile Account - Mandaluyong City, NCR

(2012-05 - 2013-05)

• Provide technical support for mobile devices by performing basic troubleshooting and diagnostics.
• Deliver a high-quality, elevated customer experience to build and maintain a loyal clientele.
• Resolve customer inquiries and complaints in a timely, professional, and empathetic manner.
• Manage inbound telephone communication by assisting customers and directing calls to appropriate departments.
• Streamline administrative and support tasks to ensure efficient issue resolution.
• Educate customers on product features, care instructions, and current promotional offers to drive sales.
• Utilize consultative selling techniques to successfully upsell products.

Bachelor of Science - Nursing - Perpetual Help College of Manila (2012)