Roxann Mae Briones

Detail-oriented and customer-focused professional with 4 years of experience in healthcare customer service. Skilled in resolving complex inquiries, supporting team operations as a Subject Matter Expert (SME), and delivering excellent customer support. Seeking a Virtual Assistant role where I can apply my communication, administrative, and problem-solving skills while contributing to business success in a dynamic work environment.

Subject Matter Expert – Provider Services - COGNIZANT TECHNOLOGY SOLUTIONS

(2024-01 - 2026-12)

• Provided coaching and process support to agents handling claims, benefits, and authorizations.
• Managed provider escalations and supervisor calls to resolve complex inquiries.
• Followed up on pending concerns to ensure timely resolution and accurate documentation.
• Guided agents on HIPAA compliance, caller authentication, and operational guidelines.
• Supported agents in navigating provider portals and internal resources during live calls.

Customer Service Representative - FOUNDEVER CEBU

(2021-01 - 2023-12)

• Answered high-volume inbound calls and provided accurate member support.
• Assisted with claims, benefits, pharmacy (Rx), and eligibility inquiries.
• Guided members through prior authorization and transportation scheduling.
• Ensured timely resolution, proper documentation, and HIPAA compliance.
• Resolved complaints and escalated urgent medical or billing concerns.

Bachelor of Elementary Education - Elementary Education - Cebu Normal University (2016-01 - 2017-12)

Caregiver Tesda NCII - Caregiving - UHA Caregiver (2023-01 - 2024-12)