Rameez Catle

I have been in the customer service industry for about 7 years total in both tech and mostly healthcare, receiving incoming calls, making outbound calls, redirecting calls. 
I have worked in tech for Epson printers/scanners, mail service and prior auth for medications, medical billing, triage, and appointment scheduling.
I have a fair knowledge on how it works in the healthcare industry.
I can do around 60 wpm on typing.
I have spoken to people from the US for a while now so I pretty much know how they behave on the phone.
I can prioritize tasks as instructed by the management.
I do not take anything personally, especially when being given a feedback, but I make sure to keep that in mind as a lesson from a failure.
To top it off, I may not be the best in the team, but I have a positive attitude at work and the motivation to do a job well done ensuring the company KPIs are met or exceeded as a team player.

Technical Support Representative
Teleperformance
Aug 2016 ~ Mar 2018
- take inbound calls from US-based customers
- assist customers with their printers or scanners
- provide first level of support by performing basic troubleshooting steps
- replacing units if declared damaged or defective
- transfer calls to other departments when out of scope
- escalate calls to higher level of support, when needed

Rx Member Services Representative
Optum 
Oct 2019 ~ Feb 2022
- taking inbound calls from US-based customers
- providing first level of support to assist them with their medications for home delivery
- submit eRx request to doctor office to acquire refills prior to processing mail order
- submitting Prior Authorization when needed
- adding/updating insurance information
- updating account information
- collaborating with other internal teams for absolute customer experience

Medical Billing
Optum 
Feb 2022 ~ Jun 2023
- taking inbound calls from US-based patients to assist them with their billing concerns for medical services performed by our in-network providers
- making outbound calls to collect payments
- payment arrangement recommendation
- explaining Explanation of Benefits
- payment posting
- adding/updating insurance
- submitting ServiceNow ticket to other departments for resolution
- utilizing productivity tracker

Prior Authorization
Optum 
Oct 2023 ~ June 2024
- processing fax cases
- taking inbound calls from doctor's office
- making outbound calls to doctor's office to verify account information
- initiate PA
- check PA status
- transfer to Appeals for denied PA
- escalating calls when needed to prevent DSATs
- promoting NPS
- meet daily quota when processing cases
- meet KPIs
- utilizing productivity tracker

Health Coordinator
Navigate Global/SENA
Aug 2024 - March 2025

ANGELIC HEALTH
- inbound/outbound calls
- appointment scheduling/confirmation/mapping
- processing faxes
- adding/verifying/updating insurance
- creating/updating patient account
- Teams and TigerText collaboration
- task endorsement
- attending virtual/f2f meetings
- NJ and PA coverage
- coaching sessions with Pod Captains

SAMARITAN
- triage/incoming/outbound calls
- appointment scheduling/confirmation/mapping
- chart prep
- processing faxes
- email and Teams collaboration/communication
- reviewing DemandForce for appointment accuracy
- adding/updating cloud database
- utilizing productivity tracker
- transferring calls
- attending virtual/f2f meetings
- NJ coverage
- coaching sessions with Pod Captains

The University of Manila

Bachelor of Science in Elementary Education

2011 - 2019