STShirley To-ong
@shirleyto-ong
Detail-oriented team leader and administrative support specialist improving operations and claims workflows.
PhilippinesWhat I'm looking for
I am a detail-oriented administrative professional and team leader with extensive experience in claims management, appeals coordination, and customer service within healthcare and financial services. I have led small teams, managed rosters and calendars, introduced alert systems to protect KPIs and SLAs, and driven process improvements that keep performance metrics green.
My background includes supporting executives, coordinating member and provider appeals, processing prior authorizations, and maintaining stakeholder satisfaction. I bring calm communication, quick problem-solving, and practical systems that streamline inboxes, documentation, and daily operations to help teams work smarter.
Experience
Work history, roles, and key accomplishments
CSManaged rosters and time-off plans to maintain full coverage and reduced last-minute gaps; led weekly performance reviews with clear goals, boosting productivity and keeping metrics green. Introduced an alert system for at-risk metrics to protect KPIs and SLAs and coached small teams on administrative workflows.
CSReviewed denied claims and submitted additional documents for re-processing and managed member and provider appeals for denied claims; provided support to junior agents and maintained appeals intake workflows.
Member and Provider Service Representative
Express Scripts
Jan 2017 - Jan 2020 (3 years)
Assisted members and providers with inquiries on benefits and coverage, processed prior authorizations and refill requests, and maintained client satisfaction for financial and pharmacy services.
JCMaintained client satisfaction for financial products by assisting callers with balances, transactions, and customer and stakeholder support.
Customer Service Manager
DubsLabs Inc.
Jan 2012 - Jan 2015 (3 years)
Supported the CEO's online store via email management and customer support, managed the owner’s calendar and daily tasks, and handled basic bookkeeping and invoicing.
Education
Degrees, certifications, and relevant coursework
St. Michael’s College of Iligan City
Bachelor of Science, Psychology
2011 - 2015
Completed a Bachelor of Science in Psychology at St. Michael’s College of Iligan City from 2011 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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