Alissa Santiago
Henderson,NV
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
20
20
years of professional experience
Work History
Administrative Assistant I – H.I.S Department/Medical Records
Division of Public Behavioral Health-Rawson Neal Psychiatric Hospital
02.2022 - Current
- Provide administrative support to H.I.S Medical Director
- Print daily discharge report and retrieve all discharged charts.
- Assemble all discharged charts appropriately.
- Keep all (MPI) master patient index cards current.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Adhere to all HIPAA rules and regulations.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Utilize Microsoft Outlook to compose, send and reply to emails.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Administrative Assistant I - Hospital Administration
Division of Public Behavioral Health-Rawson Neal Psychiatric Hospital
06.2021 - 02.2022
- Provide administrative support to Medical Director, Statewide Medical Director of Psychology and agency Medical Staff in program and management activities
- Apply and explain rules, regulations, policies, and procedures related to a specific program or service to all Medical Staff
- Review applications and other documents for completeness and conformance to established procedures and requirements
- Maintain records including manual and electronic files, purchase orders, invoices, claims, and related materials according to clearly established procedures
- Type, format and produce correspondence, reports and other materials using a computer
- Compose routine business correspondence while utilizing Microsoft Outlook
- Communicate with other staff through TEAMS.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Insurance Verification Specialist/Patient Care Coordinator
Cucamonga Valley Medical Group
08.2015 - 11.2020
- Operate telephone to answer, screen, and forward calls to appropriate departments and provide information to callers
- Set, cancel, or reschedule appointments
- Look up patient’s records, release information to responsible parties and obtain appropriate insurance information
- Help/assist and train employees with scheduling rules, provider schedules and nurse visits
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Improved communication between medical staff and patients by explaining insurance benefits and financial responsibilities.
- Assist other departments as needed.
- Communicate with staff through TEAMS.
Call Center Representative
Supercare Inc.
01.2015 - 08.2015
- Call patients/hospitals to coordinate delivery of DME.
- Answered telephones and directed calls to appropriate staff.
- Maintained medical records, technical library, or correspondence files.
- Operated office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications
- Transmitted correspondence or medical records by mail, e-mail, or fax
- Performed various clerical or administrative functions, such as ordering and maintaining an inventory of supplies.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Customer Service Representative
Western Dental & Orthodontics
01.2013 - 10.2014
- Operated telephone to answer, screen, and provide information and forwarded calls to appropriate department
- Set, cancel, or reschedule appointments for patients
- Looked up patient’s records and released information to responsible party
- Verified if Medi-Cal was active and obtained appropriate insurance information.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Receptionist
S&M Landscape
06.2004 - 09.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Received and routed messages or documents, to appropriate staff
- Transmitted correspondence by mail, e-mail, or fax
- Performed various clerical or administrative functions, such as ordering and maintaining an inventory of supplies.
Education
Diploma -
Baldwin Park High School
Baldwin Park, CA06.2005
Skills
- Identifying complex problems
- Documentation and Recordkeeping
- Experience working with diverse population
- Organizational and time management skills
- Customer Service
- Filing and data archiving
- Data Entry
- Administrative Support
- Time Management
- Problem-solving abilities
- Call center experience
Timeline
Administrative Assistant I – H.I.S Department/Medical Records
Division of Public Behavioral Health-Rawson Neal Psychiatric Hospital
02.2022 - Current
Administrative Assistant I - Hospital Administration
Division of Public Behavioral Health-Rawson Neal Psychiatric Hospital
06.2021 - 02.2022
Insurance Verification Specialist/Patient Care Coordinator
Cucamonga Valley Medical Group
08.2015 - 11.2020
Call Center Representative
Supercare Inc.
01.2015 - 08.2015
Customer Service Representative
Western Dental & Orthodontics
01.2013 - 10.2014
Receptionist
S&M Landscape
06.2004 - 09.2010
Diploma -
Baldwin Park High School
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