Rameez Catle

I have been in the customer service industry for about 7 years total in both tech and mostly healthcare, receiving incoming calls, making outbound calls, redirecting calls.

I have worked in tech for Epson printers/scanners, mail service and prior auth for medications, medical billing, triage, and appointment scheduling.

I have a fair knowledge on how it works in the healthcare industry.

I can do around 60 wpm on typing.

I have spoken to people from the US for a while now so I pretty much know how they behave on the phone.

I can prioritize tasks as instructed by the management.

I do not take anything personally, especially when being given a feedback, but I make sure to keep that in mind as a lesson from a failure.

To top it off, I may not be the best in the team, but I have a positive attitude at work and the motivation to do a job well done ensuring the company KPIs are met or exceeded as a team player.

Technical Support Representative

Teleperformance

Aug 2016 ~ Mar 2018

• take inbound calls from US-based customers
• assist customers with their printers or scanners
• provide first level of support by performing basic troubleshooting steps
• replacing units if declared damaged or defective
• transfer calls to other departments when out of scope
• escalate calls to higher level of support, when needed

Rx Member Services Representative

Optum 

Oct 2019 ~ Feb 2022

• taking inbound calls from US-based customers
• providing first level of support to assist them with their medications for home delivery
• submit eRx request to doctor office to acquire refills prior to processing mail order
• submitting Prior Authorization when needed
• adding/updating insurance information
• updating account information
• collaborating with other internal teams for absolute customer experience

Medical Billing

Optum 

Feb 2022 ~ Jun 2023

• taking inbound calls from US-based patients to assist them with their billing concerns for medical services performed by our in-network providers
• making outbound calls to collect payments
• payment arrangement recommendation
• explaining Explanation of Benefits
• payment posting
• adding/updating insurance
• submitting ServiceNow ticket to other departments for resolution
• utilizing productivity tracker

Prior Authorization

Optum 

Oct 2023 ~ June 2024

• processing fax cases
• taking inbound calls from doctor's office
• making outbound calls to doctor's office to verify account information
• initiate PA
• check PA status
• transfer to Appeals for denied PA
• escalating calls when needed to prevent DSATs
• promoting NPS
• meet daily quota when processing cases
• meet KPIs
• utilizing productivity tracker

Health Coordinator

Navigate Global/SENA

Aug 2024 - March 2025

ANGELIC HEALTH

• inbound/outbound calls
• appointment scheduling/confirmation/mapping
• processing faxes
• adding/verifying/updating insurance
• creating/updating patient account
• Teams and TigerText collaboration
• task endorsement
• attending virtual/f2f meetings
• NJ and PA coverage
• coaching sessions with Pod Captains

SAMARITAN

• triage/incoming/outbound calls
• appointment scheduling/confirmation/mapping
• chart prep
• processing faxes
• email and Teams collaboration/communication
• reviewing DemandForce for appointment accuracy
• adding/updating cloud database
• utilizing productivity tracker
• transferring calls
• attending virtual/f2f meetings
• NJ coverage
• coaching sessions with Pod Captains

The University of Manila

Bachelor of Science in Elementary Education

2011 - 2019