“Leonard transformed our dental billing workflow. His accuracy in verifying orthodontic breakdowns and tracking aging A/R cut our claim rejections significantly. Incredibly reliable, thorough, and communicative.”
Hello, I'm
Leonard Morcilla
Open to Work
|
6+ years across BPO escalation support, e-commerce store management, and dental insurance billing — bridging customer experience, technical infrastructure, and healthcare administration.
E-commerce
Fraud Detection
Escalation SME
Insurance Verification
Dental Biller
Dental Claims
AR Aging
Core Expertise
Dental RCM
Insurance verification, claims, billing & collections
- Insurance verification & benefit breakdown
- AI-assisted verification workflows
- Claims submission, rejections & appeals
- A/R aging recovery & collections follow-up
- Orthodontic billing & plan maximums
E-Commerce
Full-lifecycle storefront operations & management
- Shopify & WooCommerce store management
- Order fulfillment, refunds & disputes
- Product catalog & inventory operations
- Payment gateways & 3PL app setups
- Conversion & customer flow optimization
Customer Operations
High-tier escalation management & fraud mitigation
- Complex case & escalation resolution
- Subject Matter Expert (SME) mentoring
- Fraud detection & risk security reviews
- Multi-channel support (inbound/outbound/email)
- Process documentation & quality control
Technical Operations
Server administration & technical infrastructure
- Linux / VPS server administration
- Nginx, DNS records & Cloudflare CDN
- Self-hosted mail (Postfix/Dovecot/DKIM/SSL)
- Python scripting & automation
- AI-assisted development & web tooling
People-first professional, technology‑driven
Available for OpportunitiesI'm a versatile professional with 6+ years of experience across BPO escalation support, e‑commerce operations, and dental insurance and billing. I bridge the gap between customer experience, technical problem-solving, and healthcare administration — bringing precision, adaptability, and a solutions-focused approach to every role I take on.
Beyond my core professional experience, I enjoy building and deploying web applications, managing Linux/VPS environments, and leveraging modern AI tools to streamline development, solve technical challenges, and continuously improve the quality of my work.
LocationGeneral Santos City, Philippines
Work ModeRemote / Freelance
LanguagesEnglish (Fluent) · Filipino
DegreeB.S. Information Technology
Professional Strengths
Escalation Ownership
Customer Support & Fraud Review
Experienced in handling sensitive escalations where speed, empathy, documentation, and good judgment matter. Leonard has worked across delivery issues, refunds, account concerns, fraud reviews, and multi-channel customer support.
Technical Operations
Linux, Nginx, SSL & Mail Systems
Comfortable working beyond front-end tasks, from domains and DNS to Nginx, SSL, VPS deployments, email delivery, and basic server hardening. This gives him a practical end-to-end view of how websites and tools run in production.
Multi-Discipline Execution
E-Commerce, Billing & Workflow Support
Brings together e-commerce, support, healthcare administration, and AI-assisted workflows. Leonard can manage store content, troubleshoot customer-facing issues, support billing workflows, and improve processes with practical automation.
Professional Experience
Insurance Verification & Claims Specialist
Active Dental
40+
Payer Networks
Direct Hire
Clinic Partner
100%
Audit Compliance
- Direct-hire specialist executing real-time insurance verification, annual maximum tracking, deductibles, and co-payment breakdowns for general dentistry.
- Overseeing daily electronic claim batching, clearinghouse EDI transmission, ERA payment reconciliation, and diagnostic attachments.
- Proactively resolving claim rejections, Coordination of Benefits (COB) disputes, and front-desk billing inquiries to ensure zero-delay patient care.
Orthodontics Insurance Verifier & Biller
i-Ortho San Diego (via Snapscale Agency)
25+
Daily Verifications
99%
Billing Accuracy
60+ Day
A/R Recovery
- Performed comprehensive insurance eligibility verification and full benefit breakdowns across 40+ dental payers for orthodontic cases.
- Managed end-to-end orthodontic claim submissions, pre-determinations, appeals, and denial resolutions to expedite collections.
- Partnered closely with dental claims adjusters, practice managers, and patients to ensure fee schedule compliance and zero billing surprises.
Escalation Support Specialist
Foodpanda (IBEX)
95%+
CSAT Rating
40+
Daily Escalations
7 Mos
SME Mentorship
- Managed high-tier complex escalations involving delivery failures, refund adjudications, and customer disputes — maintaining a consistent 95%+ CSAT rating.
- Conducted rigorous fraud reviews, identity verification, and security audits to mitigate platform payment risks.
- Served as Subject Matter Expert (SME) for 7 consecutive months — coached a cohort of 15+ agents and led process improvement reviews.
- Completed intensive leadership and dispute escalation coaching, strengthening conflict resolution and case documentation.
- Delivered multi-channel support (inbound, outbound, high-priority ticketing) utilizing Salesforce CRM and Google Workspace.
Technical Projects
DENTVERIFY AI
ZERO PHI
D0210 / D0330Shared Freq • Validated
D1110 / D4346100% Prev • Eligible
Gemini AI Vision OCR • Automated RCM Audit
DentVerify AI
Live Zero-PHI HIPAA · Gemini AI Vision · CDT RCM Engine
An AI-powered clinical dental insurance verification & revenue cycle management (RCM) audit engine. Integrates multimodal vision OCR via Google Gemini AI, zero-PHI HIPAA compliance, automated CDT code categorization (Preventative, Perio, Restorative, Major), deterministic D0210/D0330 shared frequency & history validation, and export to clinical Excel breakdown sheets and PMS clipboard notes.
WGS-84 ENGINE
37.7749° N • 122.4194° W
MUNICIPAL CLUSTERS • ACTIVE
EONX GEO
Live 100% Geocoded Realism · <15ms API
A high-performance synthetic identity & geodesic coordinate resolution engine built on WGS-84 mapping algorithms. Generates hyper-realistic U.S. consumer profiles mapped to authentic municipal postal clusters, real-time geocoded coordinates, and strict data synthesis rules.
EONX STORE
Cart (2)
EONX DIGITAL STORE
Live Next.js 14 & Tailwind Storefront
A full-featured e-commerce platform built with Next.js, TypeScript, and Tailwind CSS. Features a product catalog, admin dashboard, category management, and a clean modern storefront.
<portfolio-views-system />
Vanilla JSCSS3 GlassNginx
Portfolio Website
Live Sub-Second Load · Vanilla JS
This portfolio — hand-crafted with vanilla HTML, CSS, and JavaScript. Features scroll animations, a glassmorphic design system, typewriter effect, and full mobile responsiveness.
postfix / dovecot status: OK
DKIM PASS
SPF 100%
TLS 1.3
Roundcube Webmail Active • Multi-Domain SNI
Self-Hosted Mail Server
Live 10/10 Deliverability · DKIM / SPF
A fully self-hosted email server for multiple domains using Postfix, Dovecot, and OpenDKIM. Includes SPF, DKIM & DMARC records, Roundcube webmail, SNI multi-cert support, fail2ban hardening, and automated SSL via Let’s Encrypt.
Client & Colleague Endorsements
Verified reviews from practice managers, escalations leadership, and e-commerce collaborators.
“During his tenure as an Escalation SME, Leonard was our top go-to specialist for high-stakes account disputes and fraud reviews. He combines deep technical analytical skills with remarkable customer de-escalation composure.”
“Leonard handled our multi-store setup, DNS, Linux VPS deployment, and checkout optimization seamlessly. Having someone who understands both the technical server stack and storefront UX is a massive asset.”
Share your experience
Worked with me on a project or an escalation? Leave a short review — it'll appear here once approved.
Tools & Platforms
Dental Software & EHR
CareStack
Dentrix
Dolphin
E-Commerce & CMS
Shopify
WordPress
cPanel
Elementor
Technical & Infrastructure
Linux / VPS
Nginx
Cloudflare
Python
PHP
MySQL
HTML5 / CSS3
JavaScript
AI Assisted Workflows
ChatGPT
Gemini
Claude AI
Productivity & CRM
Salesforce
Google Workspace
Google Drive
Canva
Dental Insurance Experience
Extensive verification, claim submission, and benefit breakdown experience across 43+ U.S. carriers
Delta Dental
MetLife Dental
Cigna Dental
Aetna Dental
Guardian Dental
UnitedHealthcare (UHC)
United Concordia
Ameritas
Principal
Sun Life Dental
Lincoln Financial
Humana Dental
Anthem Dental
BCBS Dental
GEHA / Connection
Renaissance Dental
Mutual of Omaha
Unum Dental
Aflac Dental
The Standard
Reliance Standard
Kansas City Life
Companion Life
Nippon Life Benefits
ManhattanLife
HealthPartners Dental
Highmark Dental
CareFirst BCBS Dental
Premera Blue Cross
Regence Dental
Blue Shield of CA
Florida Blue Dental
BCBS of Texas
BCBS of Illinois
BCBS of Michigan
BCBS of Massachusetts
BCBS of North Carolina
BCBS of Arizona
BCBS of Kansas City
Arkansas Blue Cross
Excellus BCBS Dental
Empire BCBS Dental
Horizon BCBSNJ Dental
Interested in working together?
Available for remote opportunities in Dental RCM, Insurance Verification, Claims/Billing, E-Commerce Operations, Customer Operations, and Technical Support.
Email Directly
[email protected]
LinkedIn Profile
linkedin.com/in/leonard-morcilla
Location & Work Mode
General Santos City, Philippines • Remote / Freelance
Resume / CV
Download PDF Version