Sweet Jaleco

Detail-oriented healthcare support and quality auditing professional with extensive experience in patient communication, insurance verification, documentation accuracy, and performance assessment. Strong background in virtual assistance, clinic coordination, and handling high-volume tasks with efficiency, empathy, and compliance.

Customer Service & Quality Analyst at Healthybos - Alia Healthcare (2024-04 – 2024-11)

Healthcare quality and customer service professional managing patient insurance verification and medical order processing.

• Verified patient insurance benefits and processed medical orders
• Managed CGM orders and updated records using Brightree
• Ensured HIPAA compliance and documentation accuracy
• Performed QA reviews and participated in calibration sessions

Senior Quality Evaluator at Concentrix (2022-09 – 2024-04)

Quality assurance professional responsible for auditing agent performance and delivering coaching.

• Conducted quality audits and measured agent performance
• Delivered coaching and recommendations for improvement
• Created performance analytics and trend insights

Healthcare Appointment Coordinator at One Virtual Solution (2019-06 – 2021-07)

Healthcare coordinator managing high-volume patient communications and medical record coordination with strict HIPAA compliance.

• Managed high-volume inbound/outbound patient calls
• Coordinated medical records & Rx refills following strict HIPAA
• Verified insurance benefits, copays, deductibles, and coverage
• Maintained accurate documentation and supported clinic workflow

Team Leader • Quality Analyst at Startek Iloilo - Amazon (2015 – 2019)

Leadership and quality assurance role providing customer support and agent management for Amazon operations.

• Provided customer support across phone, chat, and email
• Led agents and monitored KPI and service quality performance
• Conducted QA evaluations and structured coaching sessions

B.S. in Information Technology – University of Iloilo