ALICIA SANTIAGO
San Antonio,TX
Summary
Detail-oriented and highly organized professional with strong leadership, communication, and fast typing skills, seeking a remote opportunity. Dedicated to delivering accurate work, responsive service, and efficient task management while maintaining professionalism in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Leidos QTC Health Services
San Antonio, TX
11.2024 - Current
- Supervise daily operations to ensure team performance meets organizational goals for timeliness, quality, and customer service.
- Communicate effectively with team members through email, phone, and messaging platforms.
- Maintain productivity in fast-paced, self-directed work environment.
- Manage end-to-end employee lifecycle tasks, including onboarding, training, performance assessments, work assignments, salary reviews, and recognition/disciplinary actions.
- Oversee workflows and processes to ensure the accurate and timely completion of work in accordance with client contractual obligations.
- Act as primary point of contact for internal and external communications, resolving escalated issues from claimants, providers, and clients.
- Handle multiple priorities efficiently while maintaining accuracy and attention to detail.
- Direct team training on workflow changes and contractual modifications, ensuring rapid adaptation and compliance.
- Maintain accurate tracking and reporting of operational metrics, producing detailed monthly and quarterly reports for leadership review.
- Participate in regular operational and case management meetings, ensuring proactive issue resolution and alignment with business objectives.
- Meet strict deadlines consistently while delivering high-quality work.
Customer Service Agent Sr Spec (RHRP-3)
Leidos QTC Health Services
San Antonio, TX
10.2022 - 11.2024
- Scheduled individual in-clinic, group, or telephonic appointments for physical examinations: periodic, post deployment, and fit-for-duty.
- Assisted employees on completing task by contributing to the workplace.
- Communicated effectively with team members through email, phone, and messaging platforms.
- Maintained productivity in fast-paced, self-directed work environments.
- Handled multiple priorities efficiently while maintaining accuracy and attention to detail.
- Trained new team members, set strategy and monitored progress towards goals to ensure the team’s success.
- Answered, processed, and documented all calls and electric correspondence from active military service members and service component representatives.
- Reviewed and scored Customer Service Agent calls to evaluate performance and ensure adherence to quality standards.
- Scheduled and prepared reports, monitored and developed resolutions to meet productivity, quality, and client satisfaction goals and objectives.
- Build strong working relationships with other teams in the department by creating an inclusive work environment.
- Regularly assumed responsibilities beyond basic duties, including handling escalated calls, supervisor responsibilities, and participation in special projects.
- Oversaw processes and procedures to ensure the timely and high-quality completion of tasks in compliance with client contractual obligations and service standards.
- Managed tasks independently with minimal supervision while maintaining accuracy and meeting deadlines.
Medical Quality Assurance Specialist (VAS- VA Services)
Leidos QTC Health Services
San Antonio, TX
07.2021 - 10.2022
- Reviewed medical examination results to identify abnormalities and collaborated with medical professionals for clarification when needed.
- Managed tasks independently with minimal supervision while maintaining accuracy and meeting deadlines.
- Ensured accuracy and completeness of medical documentation for VA Claim Exams.
- Ensured all medical coding was complete and accurate.
- Confirmed that all required diagnostic tests were properly ordered, completed, and documented in the veteran’s medical record.
- Worked with our in-house appointment schedulers to request additional appointments for the veteran as necessary.
Medical Case Specialist II (VAS- VA Services)
Leidos QTC Health Services
San Antonio, TX
01.2020 - 07.2021
- Answered incoming calls and provided professional assistance to Veterans, Providers, and internal staff.
- Assessed individual case needs to determine appropriate examinations, diagnostic tests, and specialist referrals.
- Scheduled initial, follow-up, and rescheduled appointments, ensuring accuracy and timeliness.
- Prepared cases by compiling and organizing necessary medical documentation for provider review.
- Mentored and trained new employees, providing guidance on systems, protocols, and best practice standards.
- Managed tasks independently with minimal supervision while maintaining accuracy and meeting deadlines.
Assistance Payments Worker
State of Michigan Department of Human & Human Services
Madison Heights, MI
08.2011 - 07.2019
- Interviewed clients to obtain new information necessary to make eligibility determinations.
- Reviewed and evaluated client’s circumstances and documentation to determine the type and amount of assistance for which the applicant is eligible for.
- Conducted initial intake interviews and or annual interviews and updated case record documentation.
- Analyzed the client’s circumstances and recommended the program that is most beneficial to the client.
- Met strict deadlines consistently while delivering high-quality work.
- Maintained accuracy and productivity while multitasking in fast-paced environments.
Education
Master of Management -
University of Phoenix
10-2023
Bachelor of Science - Management
University of Phoenix
10-2021
Skills
- Microsoft Word/Microsoft Excel/Zoom/Microsoft Teams/Google Docs/ Jabber/Amazon Connect
- Scheduling & Time Management
- Organization & Multitasking
- Case Management
- Data Entry & Typing Skills
- Documentation Review and Reporting
- Problem Resolution
- Customer Service & Communication
- Leadership Skills
- Chat & Email Support
Certification
Ross Medical Education Center | Warren
10/2002
Certified Medical Assistant CMA (AAMA) Expires: 2/2028
Timeline
Operations Supervisor
Leidos QTC Health Services
11.2024 - Current
Customer Service Agent Sr Spec (RHRP-3)
Leidos QTC Health Services
10.2022 - 11.2024
Medical Quality Assurance Specialist (VAS- VA Services)
Leidos QTC Health Services
07.2021 - 10.2022
Medical Case Specialist II (VAS- VA Services)
Leidos QTC Health Services
01.2020 - 07.2021
Assistance Payments Worker
State of Michigan Department of Human & Human Services
08.2011 - 07.2019
Bachelor of Science - Management
University of Phoenix
Master of Management -
University of Phoenix