Open to opportunities

Mary wambui

@marymedical-va

Experienced Medical virtual assistant skilled in EMR systems ,scheduling,billing,insurance and prior authourization management.

Kenya

Message

What I'm looking for

I’m looking for a customer support or client services role where I can manage high-volume inquiries, handle billing and claims accurately, and improve customer satisfaction using CRM and digital documentation systems.

I'm a healthcare administrative professional and Certified Medical Virtual Assistant with over 4 years of experience across hospital and insurance settings in Kenya. My career started at the National Health Insurance Fund, where I conducted quality assurance reviews on insurance claims, which gave me a strong foundation in compliance and documentation accuracy. From there, I moved into patient-facing coordination roles at Molo Sub-County Hospital and now Benmac Hospital, where I currently manage high-volume scheduling for multiple providers, verify patient and insurance information, and handle claims reconciliation and prior authorization follow-up.

Some of my proudest achievements include reducing missed appointments from over 20 a week to fewer than 3 through proactive reminders, and cutting prior authorization turnaround time from 7 days to just 1 day by tightening follow-up processes with insurers. I've also resolved billing-related patient concerns in ways that measurably improved patient satisfaction.

I hold certifications in Medical Virtual Assistance and HIPAA Compliance, and I'm currently completing a Medical Billing & Coding certification. I have hands-on experience with EMR systems including OpenEMR and Drchrono, and I pick up new platforms quickly.

Beyond the technical side, what genuinely interests me is the coordination work itself: making sure patients get seen on time, insurance processes don't become a burden, and healthcare teams have accurate information to work from. I'm looking for remote roles in medical virtual assistance, front office coordination, or claims support.

Experience

Work history, roles, and key accomplishments

Current

Administrative & Client Support Officer

Current

Benmac Hospital

Jan 2024 - Present (2 years 8 months)

Coordinated patient appointments and schedule adjustments while managing 50+ daily inbound/outbound calls and emails for service and billing inquiries. Resolved complaints using empathetic, policy-compliant communication and maintained accurate patient records through digital documentation systems.

Complaint Resolution Digital Documentation Microsoft Office

Customer Support Specialist

Molo Sub County Hospital

May 2022 - Dec 2023 (1 year 7 months)

Handled patient complaints via call center technology and supported daily operations through task prioritization in a fast-paced environment. Managed outpatient and inpatient billing, processed insurance claim forms in Microsoft Excel, verified NHIF payments, and scheduled chronic care clinic follow-ups.

Excel Customer Support Call Center Support Prioritization Records Management Insurance Claims Processing NHIF Payment Verification Inpatient Billing

Quality Assurance & Customer Care

National Health Insurance Fund

Oct 2021 - Jan 2022 (3 months)

Performed quality assurance checks to ensure compliance with internal processes and assisted with responding to client inquiries and resolving service issues. Reviewed claims documentation for accuracy and completeness and supported process improvement initiatives.

Quality Assurance Compliance With Internal Processes Process Improvement