Open to opportunities

Ayla Marie Cayanan

@amcayanan

Healthcare-focused Medical Virtual Assistant who streamlines authorization calls, scheduling, and documentation with proven team leadership.

Philippines

Message

What I'm looking for

I’m looking for a remote, healthcare-focused role where I can own authorization and scheduling workflows, maintain accurate documentation in CRM systems, and support high-performing teams—partnering with stakeholders to improve customer experience and operational efficiency.

I’m a dynamic, solution-oriented Medical Virtual Assistant with seven years of experience in customer service and team management across healthcare, energy, financial services, and retail. I’m known for fostering effective communication and collaboration while delivering exceptional results, especially when accuracy and responsiveness matter most.

In healthcare roles, I managed inbound and outbound call queues for providers and members, handled authorization-status inquiries, and entered medical documentation into system databases. I also owned complex appointment scheduling—rescheduling, cancellations, and call-driven inquiries—using tools like E-Clinical Works, Salesforce, and Google Workspace.

Beyond medical support, I’ve led teams and improved operational performance through clear goals, KPI monitoring, audit compliance, and data-driven reporting. I’ve been recognized repeatedly (Employee of the Month three times, an Exceptional Employee Award), and I was promoted 3 times in 3 years—driven by my commitment to technical documentation, problem-solving, and continuous efficiency gains.

Experience

Work history, roles, and key accomplishments

Medical Virtual Assistant

Neurosurgery and Neuroscience Hospital

Aug 2023 - Mar 2024 (7 months)

Managed inbound/outbound authorization and scheduling call queues for providers and members, entering authorization requests and medical documentation into systems. Earned Employee of the Month (3x) and an Exceptional Employee Award from facility doctors for medical virtual assistance.

Appointment Scheduling Data Entry Medical Documentation Salesforce Google Workspace VPN

Patient Services Representative

Conifer

Nov 2022 - May 2023 (6 months)

Verified and updated patient information and history forms each visit, and investigated/direct patient complaints to appropriate medical staff. Coordinated scheduling using Epic and Salesforce to support smooth patient flow.

Patient Scheduling Account Management Epic Salesforce Citrix Data Management

Team Lead

Bill Gosling Outsourcing

Sep 2021 - Dec 2021 (3 months)

Oversaw day-to-day operations, monitoring team performance metrics and setting goals to achieve KPIs while maintaining a collaborative communication culture. Managed workflows through Agent Portal/CMS and Salesforce.

Team Leadership KPIs Performance Monitoring Coaching CMS Salesforce

Associate Account Manager

Australian Cosmetics Manufacturer

Apr 2020 - Aug 2021 (1 year 4 months)

Served as primary point of contact for client accounts, negotiating contracts to maximize profit and building new business to meet/exceed sales quotas. Managed client relationships and activity using Agent Portal, CMS, and Salesforce.

Account Management Contract Negotiation Sales Quota Client Relationship Management Business Development CMS Salesforce Data Management

Spark Energy Team Lead

Bill Gosling Outsourcing

Oct 2019 - Mar 2020 (5 months)

Managed staff performance reports and individual development plans to drive productivity, while ensuring strict audit compliance and objective setting for the energy campaign. Coordinated reporting and support activities through Salesforce, Zendesk, and Outlook.

Team Leadership performance reporting Development Plan Audit & Compliance Salesforce Zendesk Outlook

Team Lead / Floor Support

Toto Energy

Aug 2018 - Oct 2019 (1 year 2 months)

Collaborated with management to identify cost savings and service improvements and produced daily/weekly/monthly account performance reports to track results. Provided floor-level support to ensure consistent delivery using Freshdesk, Junifer, and ECOES.

Cost Optimization Service Improvement Reporting Floor Support Freshdesk Data Management

Subject Matter Expert

Toto Energy

Apr 2018 - Jul 2018 (3 months)

Partnered with management to define cost-saving and service-improvement initiatives and conducted daily/weekly/monthly account performance analysis. Acted as subject matter support to improve execution using Freshdesk, Junifer, SFE, and ECOES.

Subject Matter Expertise Reporting Process Improvement Freshdesk

Data Entry Representative

Toto Energy

Nov 2017 - Mar 2018 (4 months)

Supported cost-savings and service-improvement efforts by maintaining accurate datasets and producing daily/weekly/monthly performance reports. Entered and managed records using Freshdesk, Junifer, SFE, and ECOES.

Data Entry Data Management Reporting Quality Control Freshdesk

Collection Specialist

eBay UK

Apr 2017 - Oct 2017 (6 months)

Audited complex cases in the technical escalation queue, generated resolution tickets, and guided agents through troubleshooting and policy/procedural requirements. Improved team performance by reviewing agent interactions and providing targeted feedback using ticketing workflows and Citrix/Avaya systems.

Case Auditing Troubleshooting Agent QA Audits Citrix Avaya