Andrei V.

About Andrei

I am a healthcare administrative professional with over 10 years of experience in customer service, business support, quality assurance and patient coordination.

Most recently I worked as a Virtual Assistant for a past employer, handling patient scheduling, insurance verification, referrals and documentation in EZDerm. Before that I spent nine years at another employer as a Subject Matter Expert, Team Lead and QA, coordinating drug and alcohol test results with the Medical Review Office and leading the After-Hours Team. I also have experience in health plan member support at another employer, telecom customer service, sales support, travel booking and technical support. I am HIPAA-certified and hold a Lean Six Sigma Yellowbelt.

Skills and tools

Tools

Experience

1. May 2026 to Aug 20263 mo
   Virtual Assistant - Scheduling & Referrals
   Dermatology, United States
   • Managed inbound and outbound calls, texts and emails to schedule dermatology appointments.
   • Verified insurance eligibility, benefits and network participation before scheduling.
   • Reviewed referrals and coordinated with primary care providers and referring offices to obtain missing documents and patient information.
   • Scheduled appointments across multiple clinic locations and handled cancellations, rescheduling and follow-ups.
   • Documented all patient interactions in the EZDerm electronic medical record system while maintaining HIPAA compliance.
2. Feb 2017 to Jan 20268 yr 11 mo
   Subject Matter Expert - Team Lead/QA
   Drug and alcohol testing, Philippines
   • Served as primary point of contact for donors, applicants and patients on drug and alcohol test results, following confidentiality and Medical Review Office protocols.
   • Transferred and coordinated calls with the Medical Review Office and triaged complex inquiries and escalations.
   • Scheduled drug and alcohol testing for corporate clients and managed after-hours scheduling protocols for post-accident, reasonable suspicion and random testing.
   • Led the After-Hours Team by creating schedules, delegating tasks by skillset, handling escalations and training team members on call processes and emergency procedures.
   • Conducted QA audits and agent evaluations, created daily, weekly and monthly reports and implemented process improvements.
3. Mar 2016 to Feb 201711 mo
   T-Mobile Customer Service Representative
   Telecommunications, Philippines
   • Handled inbound inquiries about plans, billing and device activation and documented outcomes in the CRM.
   • Processed payments, refunds and plan changes while following company policies and verifying account security.
   • Promoted relevant products and service upgrades, meeting or exceeding upsell and retention targets.
   • Monitored KPIs (AHT, CSAT, adherence) and took part in team coaching.
4. Jul 2015 to Feb 20167 mo
   UnitedHealthCare Prime Health Advisor
   Health insurance, Philippines
   • Handled inquiries about healthcare plans, benefits and claims.
   • Verified member eligibility and benefits and explained coverage and out-of-pocket responsibilities.
   • Resolved claims and billing inquiries by researching account history and coordinating with claims and finance teams.
   • Documented interactions and case updates in the CRM and claims system following privacy and compliance guidelines.
   • Escalated complex clinical or authorization issues to nursing and clinical teams and followed up until resolution.
5. Mar 2012 to Jun 20153 yr 3 mo
   Sales Associate
   Automobile, Philippines
   • Managed customer communications by phone and email.
   • Processed orders, generated invoices and tracked payments, reducing order-entry errors by improving verification procedures.
   • Implemented customer follow-up templates and canned responses that increased lead-to-sale conversions and shortened response time.
   • Produced sales and inventory reports for managers.
6. Mar 2010 to Feb 20121 yr 11 mo
   Travel Virtual Assistant
   BPO, Philippines
   • Managed full travel bookings for clients, including flights, hotels, car rentals, itineraries, confirmations and schedule change updates.
   • Communicated with vendors and clients to negotiate rates, secure reservations and process payments and refunds.
   • Built and updated simple webpages and CMS content and performed basic SEO tasks for client online presence.
7. Apr 2007 to Oct 20076 mo
   Linksys Product Support Representative
   BPO, Philippines
   • Troubleshot network and router issues by phone and email, guiding customers through step-by-step configuration.
   • Created and maintained support tickets, escalation notes and resolution steps in the helpdesk system.

Training at Armasourcing Academy

Certificate of completionTime Management for Remote WorkersIssued 10 November 2026 · 5 lessons · 30 minutes of studyView certificate