ANDREW LLOYD GRANDE

I managed real-time call traffic and staffing to meet service levels and SLAs, collaborating with operations to implement action plans and optimize performance. Served as the main point for updates and escalations while preparing reports to support data-driven decisions.

Handled inbound and outbound collections, negotiating payments, setting arrangements, and resolving outstanding balances. I applied strong knowledge of medical billing to explain charges, insurance coverage, and resolve disputes while ensuring HIPAA compliance. I also provided customer support via phone and email, maintained accurate CRM documentation, and addressed escalations professionally.

Reviewed patient files, updated PhilHealth data, and applied ICD-10/CPT codes to ensure accurate claims processing and minimize denials. Audited claims, monitored status, and generated reports while collaborating with staff to resolve issues, improving accuracy and efficiency in billing and submissions.

Conducted content research and SEO analysis to inform targeted content strategies and created marketing proposals using Canva that supported client campaigns and improved content visibility.

Completed a Bachelor of Science in Business Administration, majoring in Operations Management, at the University of St. La Salle from 2014 to 2018.