Jhoanne Tumambing

Assist members with UnitedHealthcare website and mobile app navigation
Accurately document all interactions in the system
Meet quality, productivity and call handling metrics
Help with login issues, password resets, and account access
Troubleshoot online claims, eligibility, and benefits viewing
Support members with digital ID cards, provider search, and online payments
Escalate technical issues to IT or Web Support teams
Educate members on using self-service digital tools
Medicare and Medicaid Task (United Heathcare)
(Focus: Dual Eligible members - Medicare & Medicaid)
Check member eligibility and plan details
Check rejected claims for prescriptions
Assisting website technical issues
Coordination of Benefits, searching and assigning
in-network providers
Ride booking for upcoming medical appointments
Assist members enrolled in Dual Special Needs
Plans
Help with Claim status, billing questions, and prior
authorizations
Handle enrolment, plan changes, and eligibility
verification
Explain prescriptions, formularies, and pharmacy
benefits
Address transportation, OTC benefits, dental,
vision, and pharmacy concerns
Provide compassionate, patient-centered support
for seniors and individuals with disabilities
Coordinate with state Medicaid offices and care
teams when needed
Revolut Task (Non-voice) European Account
Financial & Security Responsibilities
Monitor and report fraudulent or suspicious activity
Educate customers on account security and safe
banking practices
Follow AML, KYC, and compliance procedures
Escalate complex cases to higher-level support or
specialist teams
Verify Loan Applications
Verify profile while creating an account (KYC)
Checking Account Balance
Financial & Security Responsibilities
Monitor and report fraudulent or suspicious
activity
Educate customers on account security and safe
banking practices
Follow AML, KYC, and compliance procedures
Escalate complex cases to higher-level support or
specialist teams

Customer Support
Handle customer inquiries via phone, chat, and email
Assist with orders, deliveries, returns, refunds, and
replacements
Resolve issues related to missing, delayed, or
damaged item
Order & Account Management
Help customers track orders
Update customer information (address, payment
method, preferences)
Assist with Prime membership concerns
Returns & Refunds
Guide customers through the return process
Process refunds and replacements following Amazon
policies
Explain refund timelines and eligibility
Problem Resolution
Investigate customer complaints and provide
solutions
Escalate complex issues to the appropriate
department
Ensure customer satisfaction while following
company guidelines
Documentation & Compliance
Accurately record customer interactions
Follow Amazon policies, data privacy, and security
standards
Maintain quality and productivity metrics (AHT,
CSAT, adherence)
Professional Communication
Maintain a polite, empathetic, and professional tone
Adapt communication style to different customer
needs
Handle difficult customers calmly and efficiently
Technical Tasks
Use Amazon tools and CRM systems
Navigate multiple systems while assisting customers

Support
Greet customers and answer basic questions
Help locate over-the-counter medicines and health products
Managing Inventory
Check stock levels and expiry dates
Arrange medicines properly on shelves
Assist in ordering new supplies
Record Keeping
Update patient and prescription records
Handle billing, receipts, and insurance forms (if applicable)
Maintaining Cleanliness & Safety
Keep the pharmacy area clean and organized
Follow proper hygiene and safety procedures
Handling Payments