Malen Paz

Healthcare Operations Professional with over 25 years of combined experience spanning healthcare administration, patient services, medical office operations, healthcare BPO, SaaS technical support, and team leadership. Proven expertise in coordinating patient care, provider support, medical billing operations, appointment management, healthcare documentation, cross-functional collaboration, and operational process improvement across clinical and customer-facing environments. Recognized for leading high-performing teams, resolving complex operational issues, improving service delivery, and maintaining exceptional quality standards while supporting both healthcare providers and patients.

Combines strong administrative, analytical, and technical capabilities with a patient-centered approach, making a valuable contributor to fast-paced healthcare organizations focused on operational excellence and quality care.

Sr. Customer Success Specialist at Booth & Partners (2026-03 – Present)

• Managed high-volume patient inquiries related to appointment scheduling, medication orders, billing concerns, insurance verification, prescriptions, and patient portal navigation with a strong focus on accuracy and patient satisfaction.
• Maintained detailed and accurate patient documentation within healthcare systems and CRM platforms while adhering to HIPAA and compliance standards.
• Collaborated cross-functionally with providers, care coordinators, and support teams to streamline workflows and enhance operational efficiency.

Team POC for SaaS Technical Support at Boldr PH (2021-01 – 2025-12)

• Led daily team operations as POC by monitoring productivity, coaching team members, tracking KPIs, and ensuring consistent service quality across multiple support channels.
• Delivered Tier 1 SaaS technical support, customer advocacy, data management, lead generation, and content moderation while maintaining high client satisfaction.
• Trained, mentored, and evaluated team members, driving continuous performance improvement and operational excellence.

Healthcare Member & Provider Services Specialist at Hinduja Global Solutions (2018-01 – 2021-12)

• Supported members, providers, and healthcare stakeholders by resolving benefit, eligibility, provider, and grievance inquiries.
• Managed grievance intake and case coordination while ensuring compliance with healthcare service standards and documentation requirements.
• Delivered compassionate, solution-focused customer service across multiple healthcare support functions.

Medical Office Secretary at BF Maternity Clinic (2001-01 – 2018-12)

• Managed daily clinic operations, including patient scheduling, medical documentation, physician coordination, and administrative support for multiple physicians.
• Served as the primary liaison between physicians, patients, laboratories, and external providers to ensure efficient clinical workflows.
• Maintained accurate medical records while supporting quality patient care and seamless office operations.

Medical Accounts Receivable & Billing Specialist at Hi-Precision Diagnostics (2003-01 – 2004-12)

• Managed accounts receivable, accounts payable, billing reconciliation, and payment processing while maintaining financial accuracy.
• Monitored outstanding balances and collaborated with internal departments to ensure timely collections and payment resolution.
• Supported financial reporting and healthcare billing operations through accurate documentation and account reconciliation.

Medical Billing & Patient Financial Services Specialist at Las Piñas City Medical Center (2001-01 – 2002-12)

• Processed patient billing, physician professional fees, admissions, and HMO reimbursement documentation with high accuracy.
• Coordinated with physicians, nurses, and finance teams to resolve billing concerns and ensure accurate patient account management.
• Delivered frontline patient financial support while maintaining confidentiality and compliance with healthcare billing procedures.

Accounts Receivable & Credit Operations Specialist at Macondray Distributions Co., Inc. (1998-01 – 2001-12)

• Managed accounts receivable activities, including aging reports, account reconciliation, and credit/debit memo processing.
• Partnered with branch managers to resolve outstanding accounts and improve collection efficiency.
• Maintained accurate financial records while supporting organizational credit and billing operations.

Bachelor's of Information Technology in Information Technology – Pamantasan ng Lungsod ng Muntinlupa (PLMun)

Associate's Degree in Business Administration/Management – IETI College Alabang