Rochelle Aira Merano – Customer Service Representative, Virtual Assistant

My name is Rochelle Aira Merano, a Bachelor of Science in Information Technology, a first-year undergraduate. Before I dropped out of college, I was a consistent honour student ever since grade school. I never failed to participate in extracurricular activities such as Track and Field Sports, Scouting, Quiz Bees, Debates, and Journalism.

I can say that my passion is in line with Customer Service, as my very first job was being a Counter Crew or Cashier at Mang Inasal- a fast food restaurant under Jollibee Food Corporations for less than a year only as I was laid off due to headcount reductions after a fire incident that greatly affected the store which lead me to apply at Teleperformance as a Customer Service Representative.

I have one year and four months of experience at my previous company as a hybrid Healthcare Advocate, where I managed a US-based healthcare insurance account for Blue Cross Blue Shield Association. My role involved managing outbound and inbound calls; whereas assisting medical providers and insurance members, and even contacting on-shore representatives in a timely manner. I have been seamlessly transitioned between 4 lines of business where we crafted clear communications such as claim denial letters and appeal determinations, and we actively provided information on Check Clearance and Recoupment, Explanation of Benefits (EOB) and Explanation of Payment (EOP) to healthcare providers and members.

My responsibilities also included insurance verification, claims processing and its interpretation, Claim submission for patient reimbursement, and handling medical records and appeals documents ensuring they reached the appropriate departments for review. As a Healthcare Advocate, I cultivated my critical thinking, attention to detail, and problem-solving skills.

These experiences have tested me in mental and physical way, allowing me to work with less supervision in the long run which made me interested to be in work from home setup. During these times, I catered to numerous irate and aggravated customers, which taught me resilience, patience, and effective communication skills in pacifying tense situations and finding swift resolutions.

I am very grateful for providing me with a comprehensive understanding of the healthcare landscape and allowing me to effectively address a wide range of patient concerns and inquiries. With these diverse experiences, I am very confident that I am well-suited for the role you are seeking to fill. I look forward to being part of your team and creating a positive impact in your company. I’m excited about the possibility of contributing to My Mountain Mover and am looking forward to getting to know each of you better.

Thank you for the opportunity to share a bit about myself.

For a copy of Rochelle’s resume, please click here.