Shiena Mallari

Versatile Healthcare Professional with over 3.5 years of experience in US healthcare accounts and customer service. Expert in denial management, insurance navigation, and prior authorization, with deep knowledge of insurance benefit structures including premiums, deductibles, copayments, and coinsurance. Highly skilled at resolving administrative discrepancies and maintaining accurate patient documentation. Technically proficient with self-taught expertise in CRM automation and digital tools.

Healthcare Account Associate - Alorica

(2021-10 - 2025-03)

• Served as the primary point of contact for members, educating them on insurance benefit structures, including premiums, deductibles, copayments, and coinsurance.
• Managed the full lifecycle of member orders, including placing orders directly on member accounts and performing status checks via member portals to provide real-time updates.
• Resolved administrative discrepancies and maintained accurate documentation within internal systems.
• Acted as a dedicated member-facing support specialist, focusing exclusively on member inquiries and insurance navigation without involvement in provider-side interactions or EMR platform management.
• Utilized strong communication skills to de-escalate concerns and provide proactive updates to stakeholders.

Grade 12 Graduate