Ana Carina Bagadiong
Newton,South Australia
Summary
Knowledgeable administrative professional with expertise in answering customer (Healthcare Professional and Consumer) medical inquiry, Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure _____ position. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Nurse Medical Information Specialist
Conduent Business Services Philippines
07.2019 - Current
- Manage Healthcare Professional or Consumer's medical inquiries to successful resolution
- Provide product and disease state information covering both on and off label information within the guidelines of Standard Responses
- Provide world-class customer service and immediate resolution to inquiries at the point of customer contact
- Respond to non-phone customer inquiries (e.g., e-mail, fax)
- Comply with all industry regulations including adverse event and product quality processes
- Maintain up-to-date knowledge of product, medical, disease and industry information
- Communicate customer calls, issues, trends, programs and solutions
- Interact with team members to manage a broad number of product, medical and business issues and share best practices
- Effectively and consistently communicate messages, timely product information and/or specific offers to physicians, health care staff and/or consumers via outbound tele-service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Nurse Associate
EXL Service
07.2013 - 12.2018
- Upheld HIPAA regulations and standards for protecting patient information.
- Retrieved medical data for physicians and patients.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Technical Support Representative
TeleTech Holdings
03.2012 - 03.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Managed high levels of call flow and responded to cable, phone and internet technical support needs.
Staff Nurse
St. Michael Medical Hospital
09.2007 - 02.2010
- Performed various nursing interventions such as wound dressing, vital sign monitoring, and specimen collection.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Assessed physical, psychological, physiologic, and cognitive status of patients.
- Monitored patients' conditions and reported changes in physical presentation, appearance, and behavior to discuss treatment with physicians.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Collaborated with physicians, pharmacists and therapists to deliver quality, evidence-based care.
- Implemented medication and IV administration, catheter insertion, and airway management.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Directed patient care by initiating and following through with plan of care, continuing care, and discharge instructions.
Education
Bachelor of Science - Nursing
San Juan De Dios Educational Foundation (College)
Pasay, Philippines04.2007
Skills
- Customer Inquiries
- Physician Interaction
- HIPAA Compliance
- Insurance Requirements
- Patient Data Management Systems
- Customer Experience
- Experience providing medical information and customer service to healthcare professionals over the phone
Timeline
Nurse Medical Information Specialist
Conduent Business Services Philippines
07.2019 - Current
Nurse Associate
EXL Service
07.2013 - 12.2018
Technical Support Representative
TeleTech Holdings
03.2012 - 03.2013
Staff Nurse
St. Michael Medical Hospital
09.2007 - 02.2010
Bachelor of Science - Nursing
San Juan De Dios Educational Foundation (College)
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