Customer Service, Content Moderation and Patient Advocate

Working as a customer service representative in the financial, telecommunications, and healthcare sectors offers a unique and diverse experience. Each industry requires distinct knowledge, communication skills, and problem-solving abilities to ensure customer satisfaction. In the financial sector, the role involves assisting customers with account inquiries, transactions, and resolving issues related to payments, balances, and fraud prevention. The position demands strong attention to detail, an understanding of financial products, and the ability to convey complex financial information clearly and accurately. Maintaining confidentiality and adhering to compliance standards are also crucial. In telecommunications, the role focuses on assisting customers with their phone services, managing billing inquiries, and guiding customers through technical problems related to internet, phone, or mobile data. Customer service representatives must be adept at explaining technical concepts to non-technical customers and be patient when addressing service disruptions or technical difficulties. In the healthcare sector, customer service requires a deep understanding of insurance policies, billing procedures, and patient care protocols. This involves handling inquiries related to medical benefits, insurance eligibility, appointments, and assisting with general concerns regarding healthcare services. Empathy and confidentiality are essential in healthcare, as customer interactions often involve sensitive medical information. Across all these industries, effective communication, problem-solving, and maintaining a calm demeanor under pressure are essential for delivering excellent customer service. Additionally, staying updated on industry-specific changes and regulations is necessary to provide accurate and efficient support.

In the healthcare sector, I worked in RCM. Customer service requires a deep understanding of insurance policies, billing procedures, and patient care protocols. This involves handling inquiries related to medical benefits, insurance eligibility, appointments, and assisting with general concerns regarding healthcare services. Empathy and confidentiality are essential in healthcare, as customer interactions often involve sensitive medical information. Across all these industries, effective communication, problem-solving, and maintaining a calm demeanor under pressure are essential for delivering excellent customer service. Additionally, staying updated on industry-specific changes and regulations is necessary to provide accurate and efficient. Insurance Verification: Conducted thorough verification of patients' insurance information, ensuring accurate data entry and confirming coverage with insurers to avoid claim denials. Efficiently communicated with insurance companies and patients to verify patient's eligibility. Referrals: Managed the referral process for patients by coordinating with healthcare providers and insurance companies to facilitate timely and accurate referrals for specialty services. Ensured all necessary documentation was obtained and forwarded to the appropriate department. Pre-registration: Handled the pre-registration process for incoming patients, gathering necessary personal, insurance, and medical information to ensure smooth patient check in and efficient appointment scheduling. Worked closely with patients to collect accurate data, to make sure all information on file is up to date and resolve any issues prior to their visit. Prior Authorization: Navigated complex prior authorization procedures, submitting requests to insurance companies for approval of medically necessary services. Followed up with insurers, provided additional documentation, and ensured timely processing to avoid treatment delays. Working in a healthcare sector needs Collaborated cross-functionally with medical staff, insurance providers, and patients to resolve issues and ensure seamless care delivery. Maintained a high level of patient confidentiality and compliance with HIPAA regulations.

I worked as Content Moderator in a social media platform where in my task is to monitor uploads and posts and decide if it needs an appropriate actions or not. Followed predefined set of rules that platform sets to protect their users and maintain their reputation and legal compliance. Reviewed photos, videos, comments, messages and live streaming according to social network's policies, workflows and targets. As a content moderator, the work experience revolves around reviewing and managing user-generated content to ensure it aligns with community guidelines, legal standards, and company policies. The role requires a keen eye for detail, the ability to work under pressure, and a strong understanding of ethical standards and online safety. Responsibilities typically include filtering and removing inappropriate content such as hate speech, explicit material, bullying, or any harmful or illegal posts. It involves analyzing text, images, and videos across various platforms to ensure they meet the company’s content standards and protecting the community from potentially damaging material. Content moderators also collaborate with other teams to escalate issues that might require further action or legal intervention. The position often demands quick decision-making, as moderators must assess content efficiently and accurately. Additionally, it can involve handling sensitive or distressing material, requiring emotional resilience and the ability to maintain a balanced perspective. In this role, it’s important to stay updated on evolving trends, regulations, and policies related to content moderation. Strong communication skills are essential for effectively documenting decisions and communicating with users when content is flagged or removed.

In this role, I handle a variety of customer service tasks aimed at ensuring a smooth and positive experience. I respond to customer inquiries regarding plans, services, billing, and technical support, while also assisting with account management, including account creation, updates, plan changes, and cancellations. When it comes to billing and payment, I address questions about billing, payments, overdue balances, and issue payment reminders as needed. I also assist customers with the activation or deactivation of services, such as mobile plans, data, and add-ons, ensuring a seamless process. Additionally, I help customers choose the best telecom plan based on their usage needs and preferences, and manage complaints related to service outages, billing errors, or any other customer experience concerns. I process requests for service upgrades, downgrades, or plan changes, and focus on retention efforts by identifying at-risk customers and offering solutions such as promotions or discounts to retain them. Data management is also part of my responsibilities, where I update customer details, preferences, and account history in the system. For technical support, I assist with basic troubleshooting and setting up devices such as mobile phones, routers, and other telecom devices. If network issues arise, I report outages or disruptions to the relevant department and keep customers informed of the status. I also inform customers about available promotions, discounts, and new product offers. In terms of performance metrics, I am measured by average handle time, net promoter score (customer satisfaction), NCP48 (no callbacks in 48 hours), and transfer rate.