Medical Virtual Assistant

I've handled email and phone support throughout my career, first as a nurse and for the past 18 years in the BPO industry. As a nurse, I managed patient inquiries, communicated with providers, and coordinated patient intake. In BPO, I've handled high-volume phone and email interactions, including collections calls, where I learned to stay calm and professional in sensitive conversations. I communicate clearly, document every interaction accurately, and follow up until the issue is resolved.

I've been building my calendar management skills through hands-on practice in Google Calendar, Microsoft Outlook Calendar, Asana, and Calendly, including scheduling appointments, setting reminders, organizing task timelines, and managing booking links. As a Team Lead, I also coordinate schedules, deadlines, and workloads for a high-volume team every day, so I'm comfortable prioritizing, avoiding conflicts, and keeping things on track. I'm eager to apply these skills in a real healthcare setting.

I've applied HIPAA privacy and confidentiality standards throughout my career, from my nursing days to my current role as a Team Lead. In my team, we go through quarterly HIPAA compliance checks, and I'm responsible for making sure my team follows proper handling of sensitive information. I've also completed two HIPAA courses on Udemy to strengthen my knowledge of the Privacy and Security Rules. I treat patient confidentiality as non-negotiable and bring a careful, compliance-first approach to every task.

Active listening has been central to my work as both a nurse and a Team Lead. At Alorica, I handled Tier 3 escalations, where I listened closely to upset customers, identified the real issue behind their frustration, and de-escalated the situation to a resolution. As a registered nurse, I used the same skills in patient education, listening to patients’ concerns and explaining information in a way they could understand. I stay calm, confirm my understanding before responding, and make people feel heard, which builds trust with patients and providers alike.

EHR Documentation - Trained in Practice Fusion (sandbox practice) with RN charting experience. I understand clinical documentation and keep records accurate, complete, and HIPAA-compliant.

I use Microsoft 365 as a core part of my work at Alorica, including Outlook for email and calendar management, Excel for tracking performance and quality data, Word for documentation and SOPs, Teams for communication and coordination, and PowerPoint for team presentations and training. I'm comfortable working with shared files, keeping records organized, and producing clear, accurate reports on a daily basis.

I have hands-on quality assurance and compliance monitoring experience from my 18 years at Alorica. I spent 2 years as a dedicated QA, and QA and compliance monitoring have been a core part of my 12 years as a Team Lead. I review calls, emails, and documentation for accuracy and policy adherence, give feedback and coaching, track quality metrics, and run quarterly HIPAA compliance checks. I’ve maintained 98-99% documentation accuracy, and I build workflows that catch errors early instead of fixing them after the fact.

I have extensive data entry and documentation experience from my 18 years at Alorica, including my time as a QA Specialist, where I reviewed records for accuracy and completeness. I’ve maintained 98-99% documentation accuracy in a high-volume environment, and I’m comfortable entering, checking, and correcting information quickly without sacrificing quality. I use Excel, Google Sheets, and other tools to keep data organized, and I treat every entry, especially patient information, with care and confidentiality.

I use Google Workspace in my daily routine, including Gmail for email management, Google Calendar for scheduling and reminders, Google Docs and Sheets for documentation and tracking, and Google Drive for organizing and sharing files. I'm comfortable with collaboration features like shared folders, comments, and real-time editing, and I keep my files organized so information is easy to find.

Coordinate daily workflows for a high-volume team at Alorica, improving task completion rates by 20-30% through better processes, SOPs, and task tracking.

I completed medical billing fundamentals training through VAs of the Future, covering the billing cycle, insurance basics, claim processing concepts, and billing terminology. I don’t have clinic billing experience yet, but I bring 4 years of collections experience, including billing follow-up, account reconciliation, and professional payment conversations, which carry over directly to claims follow-up and A/R work. I’m detail-oriented, comfortable with financial accuracy, and ready to apply my training in a real healthcare setting.

As a Team Lead at Alorica, I train and develop new hires and existing team members. I built a standardized onboarding process that cut new-hire ramp-up time by 30%, using clear step-by-step guides, structured practice, and regular feedback so new team members could become productive faster. I also coach team members on quality, accuracy, and compliance, and I adjust my approach to how each person learns. I’d bring the same structure to onboarding staff or creating training materials for a clinic.

As a registered nurse, I maintained patient records, including charting, updating histories, and keeping documentation complete and accurate. I’ve held HIPAA certifications and completed two HIPAA courses, so I know how to handle, store, and share patient information securely and in line with privacy rules. In my 18 years at Alorica, I’ve also maintained 98-99% documentation accuracy in a high-volume environment, and I bring that same care to every record I handle.

I’ve built my insurance verification knowledge through my medical billing fundamentals study, which covered how to confirm patient eligibility, coverage, copays, and deductibles. I don’t have clinic experience in insurance verification yet, but I bring 4 years of collections experience, so I’m comfortable working with account details, following up on accounts, and keeping financial records accurate. I’m detail-oriented, careful with patient information, and ready to apply my training in a real healthcare setting.

Experienced in managing competing deadlines and prioritizing time-sensitive tasks in high-volume environments.