Open to opportunities

Dianalyn Amoroso

@dianalynamoroso

Healthcare Operations & Quality Assurance Manager driving compliance, workflow optimization, and billing accuracy across remote teams.

Philippines

Message

What I'm looking for

I’m looking for a healthcare operations/QA leadership role where I can improve workflows and documentation accuracy, strengthen compliance, and use operational analytics and AI-assisted processes to boost support and billing outcomes.

I’m a Healthcare Operations and Quality Assurance leader with 13+ years of combined experience across healthcare, medical billing support, customer service, quality assurance, and remote operations. I’m a Registered Nurse by profession, and I bring strong expertise in workflow coordination, reporting, documentation management, and compliance monitoring.

In my current role as a Remote Quality Assurance Supervisor, I lead structured quality evaluations across voice, chat, and ticket support operations—averaging 250–300 weekly audits. I use detailed operational reporting to identify recurring process gaps and customer pain points, then support continuous improvement through coaching, escalation reviews, and stronger documentation standards.

Before that, I managed medical billing and administrative workflows for a Hawaii-based pharmacy, reducing recurring billing issues by 15–20% by engineering custom operational reporting trackers in Excel and Google Sheets. Earlier roles included leading remote support teams (15–35 agents) and progressing through QA and compliance-focused responsibilities in telecommunications, along with foundational clinical documentation and patient-care coordination as a Registered Nurse.

Experience

Work history, roles, and key accomplishments

Current

Administrative Manager & Medical Biller

Current

Integrated Healthcare Services Provider

May 2025 - Present (1 year 1 month)

Provided ongoing oversight of medical billing and administrative workflows for a Hawaii-based pharmacy, maintaining documentation accuracy across HMSA and behavioral health payer processes. Continued standardizing operational procedures and documentation guidelines to improve team efficiency and cross-functional accountability.

Medical Billing Compliance Monitoring Operational Reporting Process Standardization

Current

Quality Assurance Supervisor

Current

Global Cloud Services Company

Jun 2023 - Present (3 years)

Led structured quality evaluations across voice, chat, and ticket support, completing 250–300 weekly audits to ensure operational compliance and workflow consistency. Identified recurring process gaps and coached teams using detailed operational reporting and response/workflow analysis.

Quality Assurance Compliance Monitoring Customer Support Operations Escalation Management Operational Reporting Workflow Analysis

Administrative Manager & Medical Biller

Integrated Healthcare Services Provider

Dec 2022 - May 2025 (2 years 5 months)

Oversaw medical billing and administrative workflows for a Hawaii-based pharmacy, ensuring high documentation accuracy across HMSA and behavioral health payer processes. Reduced recurring billing issues by 15–20% by identifying workflow gaps and building custom Excel/Google Sheets reporting trackers.

Medical Billing Documentation Management Workflow Optimization Excel reporting Google Sheets

Senior Team Manager

TDCX Philippines

Jan 2020 - Dec 2022 (2 years 11 months)

Managed and coached a remote support team of 15–35 agents across customer service, sales, retention, and technical support for a global technology account. Improved accountability, customer experience, and operational consistency through performance management, escalations handling, and workflow streamlining.

Team Leadership Performance Management Escalation Handling Customer Service Operations Workflow Optimization Coaching Cross Functional Collaboration

Team Manager (QA/Compliance)

West Contact Services Inc. / Alorica Philippines

Sep 2013 - Jan 2020 (6 years 4 months)

Progressed from frontline support into QA and compliance-focused leadership roles supporting major telecommunications accounts. Conducted quality evaluations and compliance monitoring across support channels, then led coaching and performance improvement initiatives to strengthen service quality and adherence.

Quality Assurance Compliance Auditing Documentation Review Operational Reporting Training Support

Registered Nurse (ICU/OPD)

Suero General Hospital and Corpuz Clinic & Hospital

Aug 2009 - Sep 2013 (4 years 1 month)

Provided clinical care and maintained healthcare documentation across ICU, ER, OR, OB, and OPD environments while ensuring compliance with healthcare protocols. Coordinated patient care, treatment plans, scheduling, discharge procedures, and medical record preparation for PhilHealth and insurance-related requirements.

Clinical Documentation Patient Care Coordination ICU ER OR OB OPD Support Medical Records Management Treatment Plans