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@nilsflores
Customer service specialist and former ER nurse delivering high-volume, empathetic healthcare support.
I am a customer service specialist with over five years of multi-channel support experience across healthcare, technology, and sports industries. As a former ER nurse and licensed Philippine Registered Nurse, I combine clinical knowledge with strong administrative and technical troubleshooting skills to manage patient intake, medical virtual assistance, billing support, and high-volume customer interactions.
I consistently achieve high satisfaction ratings (95%+ at PrizePicks) by providing timely, professional solutions and collaborating with cross-functional teams to resolve escalations and improve processes. I am experienced with EMR systems (Epic, Athenahealth, NextGen, eClinicalWorks), AI-enabled scribing tools, and thrive under pressure while maintaining confidentiality and 100% accuracy in medical data handling.
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Work history, roles, and key accomplishments
PrizePicks
Oct 2023 - Present (2 years 1 month)
Provide real-time multi-channel support during live sporting events, handling 100+ inquiries daily and maintaining a 95%+ customer satisfaction rating through timely technical and account resolutions.
Shearwater Health Advisors Inc
Feb 2022 - Aug 2023 (1 year 6 months)
Provided administrative and clinical support for U.S.-based healthcare operations, assisting with patient intake, triage documentation, and compliance while managing sensitive medical data with 100% accuracy.
Ligare Inc.
Sep 2022 - Dec 2022 (3 months)
Supported physicians with charting patient encounters, appointment scheduling, lab follow-ups, and referral management using AI-enabled scribing tools and EMR systems.
Sykes Asia
Aug 2010 - Sep 2011 (1 year 1 month)
Delivered customer and technical support for AT&T and Optus, resolving enquiries and providing administrative assistance to ensure service continuity and customer satisfaction.
Immaculate Concepcion Medical Center
Jul 2008 - Aug 2010 (2 years 1 month)
Performed emergency patient assessments, triage, wound care, IV insertions, cardiac monitoring, and medication administration while collaborating with multidisciplinary teams for rapid response.
Degrees, certifications, and relevant coursework
Bachelor of Science in Nursing, Nursing
Activities and societies: Philippine Madrigal Singers (2010-2019); College of the Immaculate Concepcion Male Ensemble Philippines (2019-2022)
Completed a Bachelor of Science in Nursing, preparing for professional practice in emergency and clinical care.
Software and tools used professionally
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