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Maria Fatima De Guzman, Call Center Officer – Patient Services

Maria Fatima De Guzman

Call Center Officer – Patient Services·APEX Health (The View Hospital & Korean Medical Center)

Qatar

Bachelor's degree, Business Administration

Work experience

Total years of experience: 16 years, 5 months

Call Center Officer – Patient Services

June 2024 - Present

APEX Health (The View Hospital & Korean Medical Center)

Doha, Qatar

June 2024 - Present

• Managed omnichannel patient communications (phone, email, WhatsApp, webchat) for two multi-speciality hospitals, ensuring
accurate appointment scheduling and first-contact resolution.
• Coordinated clinic block scheduling with physicians and nursing staff; proactively rescheduled affected appointments to
maintain continuity of care.
• Verified patient insurance eligibility and ensured complete documentation prior to processing — reducing claim rejections and
pre-authorization delays.
• Conducted structured quality audits for offshore agents; delivered documented feedback to drive continuous improvement in
MOPH compliance and service standards.
Company industry:
Medical Hospital

HR & Administrative Officer

June 2017 - May 2024

The Clean Team

Doha, Qatar

June 2017 - May 2024

• Managed full-cycle HR documentation for 100+ multicultural employees — contracts, onboarding, personnel files, visa
administration, and exit documentation — in compliance with Qatar Labour Law.
• Maintained confidential WPS payroll records; prepared monthly payroll documentation and management HR reports for senior
leadership.
• Served as primary liaison between HR, senior management, department heads, and government relations contacts for all HR
and administrative matters.
Company industry:
Hospitality & Accomodation
Job role:
Human Resources and Recruitment

Call Center Supervisor – Customer Operations

September 2015 - February 2017

800PizzaLLC

Dubai, United Arab Emirates

September 2015 - February 2017

• Supervised high-volume call center operations and team scheduling; resolved escalated customer issues maintaining SLA
compliance and service quality standards.
Company industry:
Food & Beverage Production

Customer Care Supervisor – US Healthcare Insurance

November 2009 - August 2015

Conduent (Florida Blue / Blue Cross Blue Shield)

Pasay, Philippines

November 2009 - August 2015

• Supervised 15+ agents processing US healthcare insurance transactions — eligibility verification, claims, benefits enquiries,
and prior authorisation workflows.
• Managed complex escalations involving policy interpretation and denied claims; conducted audits, tracked KPIs, and delivered
HIPAA compliance training for new hires.
Company industry:
Business Process Outsourcing (BPO)

Education

Philippine Women's University

July 2021

July 2021

Bachelor's degree, Business Administration

Philippines

Skills

Human Resources

Expert

Supervising Employees

Expert

Typing Skills

Expert

Microsoft tools

Expert

Customer Service Skills

Expert

Administrative and Organizational skills

Intermediate

Initiative

Intermediate

Knowledgeable in Microsoft Excel

Intermediate

HEALTH ADMINISTRATION

Intermediate

LABOR LAW

Intermediate

LEADERSHIP

Intermediate

PATIENT ADVOCACY

Intermediate

REFERRAL MARKETING

Intermediate

SCHEDULING

Intermediate

WELDING PROCEDURE SPECIFICATION

Intermediate

WHATSAPP

Intermediate

Supervising Employees

Expert

Typing Skills

Expert

Microsoft tools

Expert

Customer Service Skills

Expert

COORDINATING

Intermediate

CUSTOMER SERVICE

Intermediate

DETAIL ORIENTED

Intermediate

ETHICAL STANDARDS AND CONDUCT

Intermediate

HEALTHCARE SERVICES

Intermediate

OFFICE ADMINISTRATION

Intermediate

OFFICE MANAGEMENT

Intermediate

OPERATIONS

Intermediate

PLANNING

Intermediate

TEAM LEADERSHIP

Intermediate

Languages

English

Intermediate

Tagalog

Intermediate

Training and Certifications

Training
Accounting - Basic Course
Penta International – FilBrit Training Centre
Aug 2016
Computer Technician
Xavier Technical Training Center Corp.
Oct 2004