MARY JOY NUNEZ

(+63) 917-825-8945
mjvnunez1282@gmail.com
Sta Ana Drive, Sunvalley, Paranaque, Philippines

PROFESSIONAL SUMMARY
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Demonstrative Healthcare Specialist in the fields of Billing, collections and Eligibility, proudly
offering years’ experience assisting others with enrollment and customer care services in the
BPO industry. Experienced caregiver with extensive insight into providing one on one care to
patients. Demonstrated expertise in monitoring aspects of patients’ health under the direction of a
registered nurse. Ability to maintain detailed records of vitals, and patient medication and
responses.

WORK EXPERIENCE
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Enrollment/ Eligibility Analyst May 2022 - Oct 2022

Financial Protection Operations, OPTUM GLOBAL SOLUTIONS • Taguig, Philippines

• Managed intake of new claims ad performed routine follow-ups.

• Performed research and due diligence to resolve issues.
• Conversed with people from different cultures daily, providing high level of respect and
patience with each interaction.
• Checked claims for errors, corrected issues and mailed out updated documents.
• Contacted client references and employers to determine legitimacy of applicant information.
• Entered client information and files into databases for further review and tracking.
• Coordinated with other departments to promote prompt processing of client applications.
• Handled inbound phone calls and answered customer inquiries.
• Explained eligibility details and affordability options to patients with kindness and respect.

Senior Billing Analyst May 2016 - May 2022

M&R Billing and Collections for United Healthcare • Taguig, Philippines

• Monitored past due accounts and pursued collections on outstanding invoices.

• Managed all payments processing, invoicing and collections tasks.
• Reconciled financial accounts using software
• Reduced financial discrepancies, resolving billing issues while processing service applications
and cancellations.
• Answered customer questions to maintain high satisfaction levels.
• Trained new team members on company policies and accounting systems to keep team
operations productive and efficient.
• Investigated past due invoices and delinquent accounts to generate revenues and reduce
number of unpaid and outstanding accounts.
• Reached out to employer groups to discuss and correct billing issues.
• Generated and distributed month-end statements for customers and resolved related
concerns.
Collections Representative May 2014 - May 2016
Medicare and Retirement for United Healthcare • Taguig, Philippines

• Reviewed accounts to determine payment plan compliance.

• Upheld privacy and security requirements for customer information.
• Received payment and posted to appropriate customer accounts and set up recurring drafts.
• Notified customers of delinquent accounts with attempt to collect outstanding amounts.
• Collaborated with legal department officials on bankruptcy cases for management of
proceedings and post-petition payments.
• Remained calm, stayed professional and provided exceptional service on calls, even when
interacting with difficult individuals.
• Arranged for debt repayment and established repayment schedule based on customer
finances.

Customer Service Representative Apr 2013 - May 2014

Nationstar Mortgage Company TATA CONSULTANCY SERVICES • BGC, Taguig City, Philippines

• Engaged in conversation with customers to understand needs, resolve issues and answer
product questions.
• Presented loan and repayment schedules to customers.
• Reviewed and corrected errors on interest, principal and closing costs.
• Prepared and delivered loan documents to title and escrow teams.

Sales Representative Jun 2009 - Nov 2011

CARTER’s, LAL’s Group • Dubai, United Arab Emirates

• Unboxed new merchandise and restocked shelves in appealing and organized arrangements
to promote items.
• Answered store and merchandise questions and led customers to wanted items.
• Assisted with conducting merchandise stock counts and reported discrepancies to supervisor.
• Described merchandise and explained use, operation and care.
• Processed merchandise returns and exchanges for customers to refund payments, trade items
and offer store credit.

EDUCATION
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Caregiving NC II Jul 2022 - Dec 2022

St Augustine School of Nursing • General Luna Street, Iloilo City, Philippines

• NC II Certification for Caregiving

• Competent and qualified caregiver, with exceptional ability to assess patients’ emotional and
medical needs.
• Standard First AID and BLS-CPR Certified with AED Training at Philippine Red Cross

Bachelor of Science in Biological Sciences Jun 1999 - Apr 2003

West Visayas State University • Luna, Lapaz, Iloilo City, Philippines
SKILLS
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Professional

• Application assessment
• Applicant support and service
• Telephone etiquette
• Customer Service
• Interpersonal Skills

Technical

• Software proficiency

PROFESSIONAL CREDENTIALS
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• Certificate of Completion for Child Care

• Certificate of Completion for Elderly Care

VOLUNTEER WORK
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UCare Volunteer Jan 2018 - Present

UCARE, OGS • Taguig, Philippines

• Volunteer work for children with disabilities, conducting special classes

• Gift giving during the holidays
• Sorting out donations of any kind as aid to families that were hit by natural calamities in certain
areas in the Philippines.

AWARDS AND HONORS

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BRAVO! Top Performer Employee, OPTUM Global Solutions 2021

Monthly and quarterly performance awardee for dedication and excellence in certain tasks.

Excellence Awardee for DUBAI Mystery Shopper, Dubai Festival 2011

Received an Excellence Award from a “Mystery Shopper” during the DUBAI Festival 2011 due to
very good customer service, product knowledge and amazing interpersonal skills.