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Ramel Pardillo

@ramelp

Patient Support Specialist with 4+ years of BPO experience, including 3 years in U.S. telehealth, patient support, and SME experience.

Philippines

Message

I’m a Patient Support and Customer Service professional with over 4 years of BPO experience, including 3 years supporting patients in a U.S. telehealth environment.

At TELUS Digital Philippines, I supported patients through phone and secure messaging, handled healthcare and account-related concerns, documented interactions, and coordinated requests with the appropriate teams. I developed strong skills in patient communication, problem-solving, issue resolution, and handling sensitive information.

I was later promoted to Subject Matter Expert, where I supported a 16-agent team, provided real-time coaching, assisted with complex concerns, and helped maintain quality standards. I maintained a 99% personal QA audit baseline and completed HIPAA Compliance Awareness Training.

I’m interested in remote opportunities in healthcare, patient support, customer service, care coordination, and virtual assistance. I’m adaptable, comfortable learning new systems and workflows, and committed to providing accurate, compassionate, and professional support.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME) – Telehealth Account

TELUS Digital Philippines

Aug 2024 - Jul 2026 (1 year 11 months)

Served as a support resource and escalation point for a team of 16 agents handling patient and account concerns. Provided real-time guidance, coached agents on procedures and quality standards, and maintained a 99% personal QA audit baseline.

Zendesk Slack Patient Support Quality Assurance Coaching Escalation Management Documentation

Telehealth Patient Support Representative

TELUS Digital Philippines

Aug 2023 - Aug 2024 (1 year)

Handled 50+ patient inquiries per day through inbound and outbound calls and account messaging for a U.S. telehealth account. Scheduled appointments using PIMS, documented interactions, and routed requests to healthcare providers or pharmacies.

PIMS Google Sheets Patient Support Appointment Scheduling Documentation Account Assistance Telehealth

Customer Service Representative – U.S. DNA Testing Account

TELUS Digital Philippines

Jun 2022 - Aug 2023 (1 year 2 months)

Handled customer questions and complaints by phone and email involving medical test-kit shipments, delivery delays, memberships, and accounts. Coordinated with courier networks and assisted customers with account updates and portal navigation.

Customer Service CRM Communication Skills Problem Solving Confidentiality

Customer Service Representative – Telecommunications Account

ePerformax Contact Centers

Nov 2021 - May 2022 (6 months)

Handled customer billing concerns, account changes, technical questions, and service-related inquiries. Used internal systems and CRM tools to document concerns and provide solutions.

CRM Customer Service Billing Support Technical Support Documentation