Mishelle Tan

About the Candidate

EXPERIENCE

RUBY STAFFING INCORPORATED – MEDICAL BILLER/ QUALITY CONTROL

APRIL 2021 – AUG 2022

MEDICAL BILLER

·         Billing of different claim groups or packages following the specific instructions per group and package

·         Entry of ICD 10 diagnosis codes, procedure codes and applicable modifiers

·         Call insurance to identify whether a provider is in or outside the network

·         Reports errors encountered during the billing process which is not covered by the instructions to the assigned user

·         Checking of manual and instructions discrepancies, reporting it to the counterpart user and or management

·         Review and acceptance of claims billed by another biller and user for quality checking before releasing the claims

·         Coordinate errors to Team Leader for correction and coaching purposes

·         Keep track of mostly missed instructions for calibration purposes

·         Sends out top error report; agent and billing process

QUANTIFIED MEDIA – TEAM LEADER
JANUARY 2021 – MARCH 2021

·         Responsible for hourly attendance tracking based on the released  schedule

·         Hourly monitoring of OC and SL

·         Update of shared Trackers and Google sheets used by management and QA Team

·         Daily coaching sessions

·         Daily audits for AHT, Refunds, CSAT/Happiness low scores

·         Stats monitoring and discussion

·         Target/Goal setting with the team and teammates

·         Update and creation of training materials/manual

·         Employee management/attendance and performance

·         Hiring of new employees

Concentrix, Makati — Sales Advisor
JANUARY 2020 – JANUARY 2021

Handles inbound calls for sales, billing, and activations concerns

ACS Pro Global Corporation, Bulacan— Operations Supervisor

JUNE 2019 – JANUARY 2020

Maintain and improve client operations by conducting weekly audits and monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvements and quality assurance programs including updates.
Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Effectively handle escalations, client queries, and team cascades on all operational issues. Identifies and resolves problem situations. Escalates critical issues with NY-HQ.
Ensure proper training of personnel assigned. Conducts and provides guidance through effective feedback and coaching sessions related to work performance and process flow.
Responsible for the daily operation of each account. Activates and implements crisis management and ensures continued business operation across all assigned client accounts. This includes proactively serving the company’s agreed cure (correction) period of 30 days to ensure continuity of business. (Sourcing, hiring, and training).
ePerformax, Pasay City— Performance Analyst

APRIL 2017 – JUNE 2019

Ensures target audit per agent per week is met
Provides coaching and feedback after each  audited call
Leads calibration sessions with seniors agents, leaders, and clients
Assist with all certifications and deliberations
Leads product updates and team meetings
Handles escalation calls
Acquire Asia Pacific, Mandaluyong City— Sr. Quality Coach

DECEMBER 2009 – APRIL 2015

Handles DSAT Analysis and Investigations
Sends Team Level Analysis (weekly, monthly, quarterly) to Supervisors and Teams
Mentoring for new hires
Talk facilitation for new hires and refreshers
Facilitates up training
Provides coaching and feedback for every audited calls
Leads Executive Call Calibrations
Makes sure target audits and call monitoring per agent are met
Teleperformance, Mandaluyong— Supervisor

FEBRUARY 2006 – APRIL 2009

Handles escalated calls
Attends to call calibrations and variance scoring
Keeps time keeping records of agents
Provides coaching and feedback for personal and QA audited calls
Mentoring of new agents