Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
JHUN-JHUN LANCETA

JHUN-JHUN LANCETA

Louisville

Summary

  • Results-driven professional with over 10 years of experience in optimizing medical billing processes, utilizing strong analytical and problem-solving skills to enhance operational efficiency. Proven track record of driving company growth while fostering personal and team development. Seeking a part-time position to contribute expertise in streamlining operations and maximizing revenue.

Overview

19
19
years of professional experience

Work History

Billing Implementation Specialist/Manager

Meditab Software Inc
Sacramento
07.2021 - Current
  • Performing identical responsibilities under Meditab Software, a subsidiary of Medpharm Group of Companies.
  • Focused on working closely with one of the largest corporate allergy clients covering KY, IN, OH, PA, MO, FL.
  • Oversaw data migration tasks during new acquisitions within the PMS framework.
  • Served as onsite support for local IT teams post-acquisition.
  • Played a role in optimizing internal workflows, resulting in a significant improvement in revenue collection.
  • Collaborated with a major corporate client in Somerset, KY to enhance operational efficiency.
  • Developed standardized documentation that improved process clarity.

Billing Implementation Specialist/Manager

Medpharm Services LLC
San Juan
08.2020 - 07.2021
  • Received company-sponsored L1 work visa based on outstanding performance.
  • Expanded training responsibilities to include in-person engagement for clients.
  • Led Billing Implementation Team operations across the US and Philippines.
  • Carried out identical duties as performed previously at Medspecialized Inc.

Billing Implementation Manager

Medspecialized Inc.
Cebu City
01.2017 - 08.2020
  • Concentrated efforts on supporting the Billing Team (Implementation and Support).
  • Engaged in international trips to the US for professional development and knowledge sharing with colleagues.
  • Conducted internal training sessions on billing modules within the Practice Management System for all departmental members.
  • Coordinates with clearinghouses and Insurance companies in making sure client pending insurance claims get paid
  • Evaluated client billing setups to identify optimization opportunities.
  • Facilitated creation of comprehensive resources tailored for internal teams and client use.
  • Facilitates monthly online webinars focused on billing modules of practice management software for existing clients.
  • Ensured compliance with Scope of Support, SLAs, and escalation paths by the team.
  • Evaluate team performance through consistent review of case handling processes.
  • Develops strategies to ensure the team will reach defined goals and objectives, elaborating retention, continuity and productivity plans
  • Coordinates with the Team Leads in addressing day to day tasks and concerns
  • Demonstrates commitment to company and department objectives and acts as a facilitator, motivator, change agent, knowledge and support resource for the team
  • Accelerates escalations and call resolution where needed to ensure client satisfaction
  • Helps in analyzing incoming product enhancement requests that greatly improves system efficiency and user experience
  • Keeps up to date with the latest product development and known issues and their resolution
  • Contributes to team member's growth and career development by sitting on team members bi weekly coaching sessions
  • Creates and approves new positions in the team
  • Approves recommendations for promotion within the team
  • Conducts final interviews for incoming applicants
  • Review and approves yearly appraisals for team members

IMS Implementation and Technical Support Manager (Philippines Office) and Billing Implementation Specialist

Medspecialized Inc.
Cebu City
05.2014 - 12.2016
  • Provides Internal Training of the Billing of the billing modules of the Practice Management System to new and existing members of all departments and makes sure they are certified.
  • Coordinates with clearinghouses and Insurance companies in making sure client pending insurance claims get paid
  • Reviews clients current billing setups, assess and suggest for improvements in current flow to guarantee optimum product efficiency
  • Provides technical content and review of the training documents related to the billing modules of the software that will be created by the Documents Team which is then published for internal and external (client) use.
  • Conducts monthly online webinars of the billing modules of the practice management software to existing clients
  • Makes sure that the Scope of Support, SLAs, escalation path, Case Status, Case documentation, Knowledge Base Documentation as well as other support policies and customer service standards are complied with by the team.
  • Review Team lead daily Case Audits
  • Develops strategies to ensure the team will reach defined goals and objectives, elaborating retention, continuity and productivity plans
  • Coordinates with the Team Leads in addressing day to day tasks and concerns
  • Demonstrates commitment to company and department objectives and acts as a facilitator, motivator, change agent, knowledge and support resource for the team
  • Monitors team's pending cases with the use of a dashboard on a daily basis
  • Accelerates escalations and call resolution where needed to ensure client satisfaction
  • Helps in analyzing incoming product enhancement requests that greatly improves system efficiency and user experience
  • Stayed informed on product advancements and effective troubleshooting strategies.
  • Foster team member development by engaging in bi-weekly coaching meetings.
  • Recommends career advancements to reward achievements.
  • Executes final assessment of incoming applicants.
  • Evaluates annual performance reviews for team members.

IMS Technical Support Team Leader

Medspecialized Inc.
Cebu City
06.2013 - 05.2014
  • Oversaw a team of 15 employees, offering guidance to achieve project milestones.
  • Designed comprehensive training initiatives to expedite new hire integration.
  • Oversaw team performance and gave consistent feedback to encourage ongoing enhancement.
  • Oversaw project execution, achieving milestones under allocated resources.
  • Resolved conflicts within the team by facilitating open dialogue and promoting a positive work environment
  • Selected as one of three employees from the entire Philippines office to receive a US Visa.
  • Traveled to US head office in Sacramento for advanced training, gaining hands-on experience with US clinic operations.
  • Developed performance metrics to assess team effectiveness.
  • Introduced recognition system for high achievers, increasing motivation levels.
  • Facilitated communication of goals and expectations between leadership and team.
  • Identified skill gaps within the team and coordinated training sessions to enhance overall capabilities
  • Managed resource allocation efficiently to optimize productivity while minimizing costs
  • Led regular meetings with the team to discuss progress updates, address challenges, and provide guidance on project priorities
  • Developed strong relationships with clients through effective communication and exceptional customer service skills
  • Analyzed data trends related to project outcomes in order to make informed decisions for future initiatives
  • Provided mentorship opportunities for junior members of the team in order develop their skills
  • Cultivated a positive work culture that encouraged teamwork, creativity, innovation among employees
  • Increased employee engagement through regular check-ins, recognition programs, and team-building activities
  • Implemented a new performance evaluation system that provided more accurate feedback for employee development
  • Led the implementation of new technologies or systems to improve operational efficiency
  • Provided coaching and mentoring to team members, resulting in professional growth and improved performance
  • Created and delivered presentations on team progress, achievements, and challenges to senior management
  • Ensured compliance with industry regulations through regular audits and quality control measures
  • Established clear expectations for individual roles within the team, promoting accountability and ownership of tasks
  • Handled escalations with utmost priority and reviewed these cases to the team to avoid future instances

Technical Support Representative

Medspecialized Inc.
Cebu City
11.2012 - 06.2013
  • This is for Medical Practice Management Software and I was mainly assisting clients on the Billing side of the Practice Management Software (Medical and Insurance Claims)
  • Provided technical support to customers via phone, email, and chat, troubleshooting issues with the Practice Management Software.
  • Resolved 90% of customer inquiries on the first call, exceeding departmental targets
  • Documented all customer interactions and solutions in a detailed ticketing system for future reference
  • Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution
  • Assisted in the development of knowledge base articles and FAQs to improve self-service options for customers and internal teams
  • Maintained a high level of professionalism while handling difficult or irate customers, de-escalating tense situations effectively
  • Delivered exceptional customer service by actively listening to customer concerns and empathizing with their frustrations
  • Collaborated with product development teams to provide feedback on recurring technical issues reported by customers
  • Participated in regular training sessions to stay updated on new products, features, and troubleshooting techniques
  • Provided step-by-step instructions to customers on how to resolve common software installation issues
  • Demonstrated strong problem-solving skills by analyzing error logs, system configurations, and network settings
  • Developed a deep understanding on US Medical Claims Processing and Reimbursement
  • Has deep knowledge and understanding of major US healthcare Insurance Companies, working with clearinghouses and integrations and claims denial and adjudication

Desktop Support Specialist

Teletech Inc.
Cebu City
10.2009 - 05.2012
  • Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues concerning the product
  • Resolved 90% of customer inquiries on the first call, exceeding departmental targets
  • Documented all customer interactions and solutions in a detailed ticketing system for future reference
  • Assisted in the development of user guides and knowledge base articles to improve self-service options for customers
  • Installed, configured, and maintained software applications remotely
  • Conducted regular follow-ups with customers to ensure their technical issues were fully resolved
  • Upsell Software and Hardware warranty
  • Assist customers in processing for replacement hardware if the product was defective and within warranty

Customer Service Representative

Convergys Philippines
Cebu City
02.2008 - 09.2009
  • Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
  • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
  • Built rapport with customers through active listening, empathy, and personalized interactions
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
  • Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
  • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
  • Maintained detailed records of all customer interactions in CRM system for future reference and analysis
  • Upsold additional products or services to customers based on their needs and preferences
  • Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
  • Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
  • Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
  • Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
  • Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries

Team Leader

ProConnect Telecommunications Inc
Ibabao
04.2007 - 01.2008
  • Monitor and evaluate team performance, providing feedback and support to ensure outbound call center agents’ continuous development and improvement.
  • Generate monthly score cards and sends report to the Site Manager that indicates team performance trends and opportunities for improvement.
  • Take supervisor calls and escalations
  • Assist the agents in closing the sale
  • Provide new product training, mentoring, and development to new and existing agents, helping them to improve their skills and knowledge and increase overall team performance
  • Collaborate with other departments on improving communication and developing better processes
  • Conduct final interviews for applicants for the team

Outbound Call Center Agent

ProConnect Telecommunications Inc
Ibabao
09.2006 - 04.2007
  • Make outbound calls to US customers regarding credit card and other financial services offered by our clients
  • Document the results of the call in CRM system
  • Exceeded daily call average
  • Effectively handled customer objections based on client specifications
  • Made the first site sale
  • Top Sales Agent for January 2007 and March 2007

Education

International Advanced Diploma - Information Technology

Informatics Computer Institute
Cebu City
01.2013

Associate - Information Technology

University of San Carlos
Cebu City
10.2011

Bachelor of Science - Management Accounting

University of San Carlos
Cebu City
05.2006

Skills

  • Proficient in oral and written English
  • Identifying customer needs
  • Highly Proficient with Microsoft Office System
  • Flexible
  • Patient in handling unpredictable situations
  • Enthusiastic
  • Internet Savvy
  • Telephone and email etiquette
  • Familiar with databases
  • Multitasking
  • Working under pressure
  • Minimal supervision
  • Claim submission
  • Payment posting
  • Denial management
  • CPT knowledge
  • Patient billing
  • Accounts payable
  • Claims management
  • Billing cycle performance
  • Revenue metrics analysis
  • Denial resolution
  • Claims review
  • Multitasking and organization
  • Submission of medical claims
  • CMS-1500 billing forms
  • Proficiency in IMS (Practice Management Software)
  • Accounts receivable
  • Claim review
  • Database systems
  • Insurance billing
  • Commercial and private insurance
  • Data entry
  • Customer service
  • Accounts receivable management
  • Verbal and written communication
  • Billing and collection procedures

References

  • Paragi Patel, CEO, Meditab Software Inc, +1 510 673 1838
  • Barbara Leigh Myers, Training Manager, Meditab Software Inc +1 626 609 9716
  • Dauell Angelie Chiu, Site Admin Manager, Medspecialized Inc., +63 999 885 0736

Timeline

Billing Implementation Specialist/Manager

Meditab Software Inc
07.2021 - Current

Billing Implementation Specialist/Manager

Medpharm Services LLC
08.2020 - 07.2021

Billing Implementation Manager

Medspecialized Inc.
01.2017 - 08.2020

IMS Implementation and Technical Support Manager (Philippines Office) and Billing Implementation Specialist

Medspecialized Inc.
05.2014 - 12.2016

IMS Technical Support Team Leader

Medspecialized Inc.
06.2013 - 05.2014

Technical Support Representative

Medspecialized Inc.
11.2012 - 06.2013

Desktop Support Specialist

Teletech Inc.
10.2009 - 05.2012

Customer Service Representative

Convergys Philippines
02.2008 - 09.2009

Team Leader

ProConnect Telecommunications Inc
04.2007 - 01.2008

Outbound Call Center Agent

ProConnect Telecommunications Inc
09.2006 - 04.2007

International Advanced Diploma - Information Technology

Informatics Computer Institute

Associate - Information Technology

University of San Carlos

Bachelor of Science - Management Accounting

University of San Carlos

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JHUN-JHUN LANCETA