John Mark Dela Cruz

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Healthcare Scheduler / Patient Coordination Support

UPMC

Dec 2024 - Current (1 year 7 months)

COORDINATED AND MANAGED PATIENT APPOINTMENTS ACROSS MULTIPLE DEPARTMENTS AND PROVIDERS. SCHEDULED, RESCHEDULED, AND CANCELED APPOINTMENTS WHILE ENSURING ACCURACY AND EFFICIENCY. VERIFIED PATIENT DEMOGRAPHICS AND INSURANCE INFORMATION FOR CORRECT SYSTEM DOCUMENTATION. COMMUNICATED EFFECTIVELY WITH PATIENTS AND MEDICAL STAFF TO SUPPORT SMOOTH CLINIC OPERATIONS. MAINTAINED ACCURATE RECORDS AND DELIVERED EXCELLENT PATIENT-CENTERED CUSTOMER SERVICE.
Helpdesk

Carenet Health

Jan 2024 - Current (2 years 6 months)

ASSISTED PATIENTS WITH ONLINE PORTAL ACCESS, ACCOUNT SETUP, LOGIN ISSUES, PASSWORD RECOVERY, AND SECURITY VERIFICATION. GUIDED USERS IN ACCESSING MEDICAL RECORDS, MANAGING BILLS, AND SCHEDULING APPOINTMENTS. TROUBLESHOT TECHNICAL ISSUES RELATED TO HEALTHCARE SYSTEMS AND APPLICATIONS. ENSURED COMPLIANCE WITH DATA PRIVACY, SECURITY STANDARDS, AND PATIENT CONFIDENTIALITY.
T

Support Ambassador

TDCX Sheridan

Jan 2023 - Dec 2024 (2 years)

PROVIDED MULTI-CHANNEL SUPPORT (PHONE, EMAIL, CHAT) TO GUESTS AND HOSTS FOR BOOKING, PAYMENT, AND LISTING CONCERNS. HANDLING AIRBNB. TROUBLESHOOT PLATFORM AND TECHNICAL ISSUES, ENSURING TIMELY RESOLUTION OF COMPLEX CASES. MANAGED DISPUTES AND ESCALATIONS WHILE FOLLOWING COMPANY POLICIES AND SERVICE STANDARDS. DELIVERED CONSISTENT, HIGH-QUALITY CUSTOMER EXPERIENCES IN A GLOBAL SUPPORT ENVIRONMENT.
V

Customer Service Representative

VXI - E-Commerce Account

Jan 2021 - Dec 2023 (3 years)

HANDLED HIGH-VOLUME INBOUND CALLS REGARDING BILLING INQUIRIES, ACCOUNT UPDATES, AND TECHNICAL ISSUES. RESOLVED CUSTOMER CONCERNS EFFICIENTLY WHILE MEETING KPIS FOR CUSTOMER SATISFACTION, AVERAGE HANDLE TIME, AND FIRST-CALL RESOLUTION. DOCUMENTED CUSTOMER INTERACTIONS ACCURATELY USING CRM SYSTEMS. MAINTAINED PROFESSIONALISM AND EMPATHY IN FAST-PACED ENVIRONMENTS.

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John Mark Dela Cruz

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