Ronalie Caluma

Medical Records Retrieval Specialist with 3+ years of experience coordinating the request, follow-up, and status tracking of medical, billing, and other patient records for law firm clients. Skilled in HIPAA-compliant workflows, provider-office outreach by phone and email, and securing patient release of information (ROI). Known for accurate client communication, careful documentation review, and timely escalation of delayed requests.

Record Retrieval Specialist / Account Assistant - YoCierge Inc. - Remote

(2023-04 - 2026-08)

• Contact provider offices by phone and email to request copies of medical, billing, and other patient records on behalf of law firm clients, maintaining professional communication to ensure timely retrieval.
• Deliver accurate, timely status updates on record retrieval requests and escalate delayed or stalled requests to keep cases on track.
• Obtain and process patient release of information (ROI) in accordance with HIPAA compliance standards.
• Serve as liaison between the Record Retrieval team and law firm clients, facilitating communication and resolving documentation-related concerns.
• Review and correct patient information on HIPAA Authorization Forms — including names, dates of birth, and dates of service — to ensure requests are processed accurately and efficiently.

Technical Support L2 — Back-Office Quality Assurance, Complaint Investigation Team - Sykes Asia Inc.

(2021-01 - 2023-03)

Abbott Rapid Diagnostics account

• Managed multiple concurrent tasks with minimal supervision to ensure smooth daily team operations.
• Processed customer complaints according to established protocols while maintaining accurate, complete complaint files.
• Oversaw the performance of Technical Support teams handling complaints to ensure compliance and quality standards were met.
• Assessed complaint reportability to the US FDA and submitted Medical Device Reports within prescribed regulatory timelines.
• Coordinated with cross-functional support teams via email to resolve customer issues.

Technical Support Representative - Concentrix

(2019-11 - 2021-01)

Microsoft Skype account

• Resolved customer inquiries via live chat, addressing product questions and technical issues.
• Delivered prompt, effective resolutions by providing accurate information and engaging additional teams as needed.

Customer Service Representative - HKT Teleservices Inc.

(2019-11 - 2020-11)

VIPKID account

• Responded to teacher applicant inquiries via email and chat, ensuring compliance with service level agreements (SLAs).
• Assisted teacher applicants with technical support and platform-related issues.

B.S. - Commerce, Major in Financial Management Accounting - Technological Institute of the Philippines (2004)