Medical Virtual Assistant RCM & Medical Billing Specialist Registe
Resume:
LAWRENCE OGOLA, BSN, RN
Nairobi, Kenya
+254-********* • **********@*****.***
PROFESSIONAL SUMMARY
Registered Nurse (BSN) and Medical Virtual Assistant with 6+ years of remote BPO and freelance experience in medical billing & coding, revenue cycle management (RCM), clinical documentation, virtual scribing, transcription, data analysis, Canva design, front and back office operations, digital marketing and healthcare content writing or editing. Proven record of improving revenue flows, reducing denial rates, and delivering HIPAA-compliant back-office operations across global clients. Strong automation and analytics skills (Python, Excel, Tableau) and hands-on experience with contact center and BPO platforms. Results oriented, SLA-driven, and skilled at improving KPIs such as first- pass claim acceptance, average handle time, and customer satisfaction. KEY SKILLS
Medical Billing, Medical Coding (ICD-10, CPT, HCPCS), Revenue Cycle Management, Claim Adjudication, Denial Management, Charge Entry, RCM Optimization, Electronic Health Records
(EHR/EMR), HIPAA Compliance, Virtual Scribing, Medical Transcription, Clinical Research Support, Data Abstraction, Automation (Python), Excel VBA, Tableau, Contact Center Operations, Inbound / Outbound Support, SLA Management, Quality Assurance, FWA Detection, Escalation Management, Customer Satisfaction (CSAT), First Call Resolution (FCR), Average Handle Time (AHT), Workforce Management (WFM), HIPAA Compliance, CRM.
TOOLS & PLATFORMS (proficient)
Asana • ClickUp • Monday.com • Citrix • SAP • QuickBooks • Xero • Calendly • Canva • Google Workspace • HubSpot • Microsoft Teams • MS Office (Word, Excel, PowerPoint, Outlook) • SharePoint • WordPress • Trello • Epic • Cerner • Athena • Telehealth platforms • CRM systems • Tableau • Python (pandas, openpyxl) • Kareo • Tebra • 3M Encoder • Epic Cerner • AthenaHealth DrChrono • eClinicalWorks • Availity • Waystar Nextech PROFESSIONAL SKILLS
Revenue Cycle & Billing: Claims processing, claim scrubbing, appeals, denial analysis, underpayment recovery, payer reconciliation.
Coding & Compliance: ICD-10, CPT, HCPCS coding, documentation audits, HIPAA, ICH-GCP
(research compliance).
Clinical & Research Support: Informed consent, neurodevelopmental assessments, clinical trial data abstraction.
Contact Center / BPO Ops: Call handling, ticketing systems, SLAs, QA, escalations, workforce coordination, CRM usage.
Data & Automation: Python automation scripts, Excel (advanced formulas, pivot tables, macros/VBA), Tableau dashboards, reporting.
Communication & Remote Collaboration: Cross-timezone coordination, client stakeholder communication, process documentation, training.
PROFESSIONAL EXPERIENCE
Freelance Medical Virtual Assistant & RCM Specialist — Remote (Global) Nairobi, Kenya 2024 – Present
Providing end-to-end remote RCM and administrative services for healthcare clients across US, UK, Canada, Australia, and Kenya.
Process ~500 claims per month; achieved 95% first-pass acceptance and recovered $150,000+ in underpayments via audits and appeals.
Implement Python and Excel automations to extract EHR data, reducing manual data entry time by 40% and lowering AHT for administrative tasks.
Manage denial workflows and appeals; reduced repeat denial rate by 15% through root cause analysis and payer-specific coding corrections.
Maintain HIPAA-compliant documentation, triage patient queries, and support telehealth scribing for virtual consults.
Medical Virtual Assistant — Vyeema (Remote)
Kenya 2023 – 2024
Handled patient scheduling, insurance verification, eligibility checks and EHR updates for high- volume telehealth practice (200+ weekly interactions). Performed live and asynchronous scribing and transcription, reducing clinician documentation time by 35%.
Conducted coding audits and billing reconciliation leading to $80,000 recovered revenue. Produced Tableau reports for maternal and child health studies used by clinical teams. Customer Service Representative — Calltronics (Healthcare BPO) Nairobi, Kenya 2023 – 2025
Resolved billing, claims, and appointment issues via phone and chat, achieving 98% satisfaction across 1,000+ interactions.
Supported FWA investigations, escalations, and QA processes; contributed to faster resolution times and improved CSAT.
Used Citrix and CRM tools to manage patient records and ticketing workflows. Medical Coding & Billing Specialist (Freelance) — Fiverr / Upwork Remote 2023 – 2024
Provided coding and billing services for clinics and small practices, processing 300+ claims monthly; increased reimbursement rates by 22%.
Developed client-facing training materials and SOPs for coding best practices and EHR data entry.
Registered Nurse (Clinical Research) — Aga Khan University (KIPMAT Study) Nairobi, Kenya 2018 – 2019
Conducted neurodevelopmental assessments, obtained informed consent, and abstracted trial data per ICH-GCP guidelines.
Improved participant retention by 18% through patient education and follow-up protocols. Registered Nurse (Research) — KEMRI (PRIME-KS Study) Kisumu, Kenya 2017 – 2018
Provided clinical care in research setting, data collection, protocol adherence, and adverse event reporting for epidemiological studies.
Conducted multilingual patient interactions (English, Swahili). EDUCATION
Bachelor of Science in Nursing (BSN) — [University of Kabianga], Kenya — 2018 CERTIFICATIONS
Certified Clinical Research Professional (CCRP) — SOCRA / equivalent ICH-Good Clinical Practice (ICH-GCP)
Medical Coding Certification (CPC-equivalent)
HIPAA Compliance Training
Python for Data Analysis (Coursera / Udemy)
Advanced Excel & Tableau Data Visualization
SELECT ACHIEVEMENTS & PROJECTS
Built Python-based RCM automation that cut manual charge entry time by 50% and improved data accuracy.
Authored 50+ healthcare articles and case studies supporting client marketing and grant applications; contributed to $50,000+ in funding for nonprofit partners. Designed Tableau dashboards for clinical and billing performance monitoring used by remote teams. LANGUAGES
English (Fluent) • Swahili (Native)
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